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Melbourne, Australia

Living the dream one sip at a time with Gloria Jean’s Coffees

An Australian Franchisee Case Study


Name: Antoinette & David Caulfield
Location: Toongabbie
Franchise: Gloria Jean’s Coffees

Why did you choose franchising and Gloria Jean’s Coffees franchise?
My husband and I both love coffee and for years we would meet up at Gloria Jean’s Coffees. One day I said to him that I wanted to own and operate a coffee house and be my own boss. 12 months later we did just that and have never looked back.

What did you do before taking up your Gloria Jean’s Coffees franchise?
I (Antoinette) was a Sales Manager in the building industry.

How did you raise the finance?
We had a finance broker that we have dealt with for years and he helped us gain the capital we required.

What training and support did you receive initially and on-going?
Gloria Jean’s Coffees has a great training system and we both attended a franchise partner induction course which included ‘Coffee University’. It taught us what we needed to know to run a successful business. On-going training and support has continued throughout our time with the brand. In fact, our coffee house now provides training for new franchise partners and has done so for some years.

What is a typical day for you as a Gloria Jean’s franchisee?
It’s a bit easier now after so many years and of course having such a great team helps. In the beginning it was a bit tougher – I had to open and close which meant early starts and sometimes late finishes too. The rewards over time have been great though, so that balances out the hard work. We have connected with and become a part of so many people’s lives within the community.

What challenges have you faced?
Hiring good staff is essential, as they are primarily the driving force behind your business. It’s vital to match the right people with the right positions and I now have the best team in the world! It’s also important to ensure that every product being delivered to your guests is of the highest quality. If your product doesn’t uphold this standard then, as a result, your guests will go elsewhere. We pride ourselves on serving the best hand crafted coffee in Sydney and our regulars will tell you the same.

Has becoming a Gloria Jean’s franchisee changed your life, if so how?
I believe if you can run a coffee house successfully, you can run any business. The cafe industry is fiercely competitive and in order to get it right and make it profitable, you have to monitor all aspects of the business. I really enjoy being my own boss and I love being able to set my own hours.

What advice would you give to someone thinking of buying their first franchise?
Firstly, look at the business system and be sure it is something you believe you will enjoy doing, you may initially have to go to work seven days a week if you are to be successful – so you want to like what you are doing.

It is important to be comfortable with the management of the franchise company and confident you will receive the support you will need to get your business going. We couldn’t have done this without the support received by Gloria Jean’s Coffees.

What are your plans for the future?
Last year could be a tough one to beat, as we won the Gloria Jean’s Coffees Franchise Partners of the year award! We really love what we do, our team and our guests – and of course coffee. That will always be at the heart of what we do.

Would you do it again?
Yes, absolutely!

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