As daily turnover for franchise owners plummeted due to COVID, how did the franchisor respond, and what's in the future?

In our series voices in franchising, we asked Jonathan Payne, the co-founder of one of Australia's leading mobile coffee franchises about how the business, and his franchise partners in particular, have coped through the COVID-19 crisis.

Watch the video, or quickly browse over a summary of his response in the text below!

How has Xpresso Mobile Cafe been affected by the crisis?

• Impacted by the number of customers working from home not at work,
• Initially, led to panic as turnover dropped up to two thirds.

What are you most proud of over recent months?

• All have taken a financial 'hit' for the benefit of the business - franchisor and franchise partners with the goal to thrive outside the crisis,
• Shown they are a dynamic, strong, resilient and fiscally sound business.
• Shown by standing strong together, we will survive together.

Key measures of support to franchise owners

• Once we'd grasped the crisis as it unfolded, we quickly switched off all franchise fees for the foreseeable future - their own 'reverse stimulus' package,
• An new initiative where customers can purchase their own coffee beans for home use, nominate their favourite team member where all net profits after shipping go to that team member.

How has the business adapted during the crisis?

• Zoom and Google Hangouts meetings,
• Using local trainers in inter-state markets, rather than flying in their Brisbane based training team.

Your message to any business coming out of this crisis?

• Go slow and focus on what you're good at,
• Try not to borrow too much - no good debt, and
• Focus on your relationships,
• Be grateful for what you do have and things will grow from their.

Goals for the next 12 months?

• Huge focus on strengthening relationships with franchisees, getting to know them even better and their families,
• Honestly, we've taken the foot of the pedal recently.

A message to your franchise partners and entire team?

• Thanks for everything you do,
• You are awesome ambassadors for the brand.