Episode#70

In “Built to Last - The Family Franchise" we feature Matthew Penfold and Annalise Andrews, key figures in the leadership of Kwik Kopy, a family-owned printing franchise with a significant history in franchising not only in Australia, but globally. We focus on their personal journeys within the family business and their reflections on Kwik Kopy's evolution.

In Episode#70 - Matthew and Annalise share their experiences growing up in the business, which was founded in Australia by their father, Steven Penfold, in the early 1980s. Kwik Kopy has since grown to nearly 100 locations, maintaining a strong legacy of family involvement. Both highlight how the franchise has shaped their lives from an early age, with discussions about the business always occurring at family gatherings.

Annalise had a career in tourism before officially joining Kwik Kopy as a director in 2019, and explains how her experience as a small business owner, independent from the franchise, has provided valuable insights into the challenges faced by franchise owners. Matthew, on the other hand, has been involved with Kwik Kopy for decades. He gained experience in the UK, Canada, and the US, learning from international licensees before returning to Australia to contribute to the family business, ultimately becoming CEO.

A core theme throughout is the balance between family values and professional growth. An acknowledgement of the importance of learning and development within the franchise, emphasising that Kwik Kopy fosters an environment where franchisees are empowered as entrepreneurs. Discussion of the company's ongoing commitment to innovation, adaptation to new technology, and maintaining strong relationships with franchise owners, customers, and team members is also a focus.

We also highlight the family's approach to evolving the business in response to industry changes, particularly in printing technology, while staying true to the foundational values of trust and collaboration. Matthew in particular, discusses how his decision to become a Kwik Kopy franchisee in 2016 gave him a deeper understanding of the franchisee experience, reaffirming the company's dedication to improvement and maintaining its family-oriented principles.

0:00 Intro

0:40 The Kwik Kopy brand part of Matthew and Annalise lives since children

2:44 Different career paths other than being involved with the family business with Annalise in tourism

4:31 In 2019 Annalise came on as a Director

5:23 Matthew’s involvement in the business was earlier, but also included prior a career in music management in the music industry, and was soon drawn back to the family business.

7:11 Working in Kwik Kopy UK, Matthew was exposed to the new technology transition in late 80’s early 90’s 

7:53 Matthew worked with the Master Licensee in Canada to gain more experience in different markets and approaches, as well as time in the KK Head Office in Houston, USA

9:39 Matthew returned to Australia to work alongside Stephen Penfold, his father in the business 

10:24 Matthew’s roles back in Kwik Kopy Australia starting from trainer and up to CEO, and Annalise was very happy doing her own thing in business at the time

11:30 Matthew became CEO in 1997 and what he saw in the business at that time and his approach

13:06 The core values in the business 

14:38 Do they have an entrepreneurial philosophical view of franchise owners and stretching the system and how to operate the business

16:10 Delicate tension of system v entrepreneurial franchise owners innovating

17:25 The synergies in the network getting input from franchisees and building it into learning and development 

18:27 How do they keep ahead of the game or look into the future in a business so heavily influenced by technology

19:21 Matthew in 2016 saw a lose of core values in the business so he bought a KK franchise to understand more about what was happening 

20:34 What needed to improve, and the family decision about what needed to happen for the future

23:17 Seeing the opportunity to reenergise the busies following a whole of business review

25:07 The process of the whole of business review and franchise owner participation

25:51 How the changes have been received by the network 

28:25 The future of the business and what that looks like

30:04 A business of families with so man y families involved in the franchise 

30:44 Wrap up

Podcast Produced by: magnetic business media

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