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Melbourne, Australia

Interview with Rick Khera of Degani, Narre Warren


An Australian Franchisee Case Study


Franchisee: Rick Khera
Territory: Narre Warren, VIC
Franchise: Degani

Q. Why did you go down the franchise route? And why did you choose a Degani franchise?

A. Throughout my career I have enjoyed the experience of working with various franchises, recognising that through this type of arrangement you can gain great advantage from having a recognised and trusted brand backing your business.

Degani is a well reputed, household name in the coffee/café business. By embracing individuality, Degani allows the freedom to offer services that are best suited to my local customer base while providing a dedicated national support team to coordinate training and marketing.

Importantly, the Degani name is synonymous with quality, comfort and the highest level of customer service and as a business owner that is the perfect foundation to build a business upon.

What did you do before taking up your Degani franchise?

I have owned several businesses in the hospitality and manufacturing sectors. During my career I have been involved with franchises including Wendys, Snap Print and today with

What training and support did you receive initially and ongoing?

Degani offers franchisees a comprehensive training program from the outset, including practical, operational, onsite assistance and barista training. Due to my broad previous experience, I was in the fortunate position to pretty much hit the ground running.

Having the advantage of stepping into an established franchise, I was lucky enough to acquire a cafe where there was a good team in place and I knew I could make the business work.

However, providing further peace of mind is the knowledge that each Degani store benefits from a dedicated business development manager who is available for ongoing advice and guidance.

What is a typical day for you as a Degani franchisee?

As a small business owner, every day is different – there are opportunities, challenges and the small distractions that take up a lot of time. What remains consistent is our focus on our customers and an objective to put customer service at the heart of everything we do.

What challenges have you faced?

Coffee is a very serious business and is a product people are passionate about. Studying the techniques behind making the perfect beverage has involved a learning curve.
In our business we are reliant on staff delivering on our promises and service level agreements. Ensuring staff are always motivated, focused and meeting service levels is an ongoing priority.

Has becoming a franchisee changed your life, if so how?

The only change is getting used to not having my weekends off. Saturdays are our busiest days and achieving a work life balance has taken some effort. I enjoy working under a structured environment and growing with the brand.

What marketing/promotional tools do you use to grow your franchise?

I actively market to our existing customers as well as the Fountain Gate Shopping Centre staff and centre management. I am using Degani’s marketing department to design flyers and posters of specials, which I keep fresh, updated and build in seasonal promotions.

In your opinion, what makes a successful franchisee?

Someone who is ready to put in the hard work, follow the best practice systems and believe in the brand.

What advice would you give to someone thinking of buying their first franchise?

Do your research. I suggest talking to existing franchise owners, ask them about the support they receive and obtain an inside view on what services are available to owners to ensure they can reach their goals.

What are your plans for the future?

My plans for the future are to grow this franchise and take it to the next level of success. Once we reach our medium term goals I would be in a good position to consider opening another store.

Would you do it again?


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