Franchise briefing with Glen Hawken – Touch Up Guys

Eden Exchange recently had the chance to ask Glen Hawken, the CEO of Touch Up Guys some questions about the business of mobile cosmetic collision auto-repair and the future of the automotive repair industry. Touch Up Guys have been in the business for over 25 years now and have seen their fair share of technological impacts, thus learning to adapt to the environment to keep their business thriving.

Eden Exchange
Firstly, how did you come into a leadership position with Touch Up Guys? Can you tell us about your background and career experiences?

“Success is about momentum and Touch Up Guys is on a roll!”

Glen Hawken
My personal background is from the computing world. I studied a Bachelor of Business majoring in Commercial Computing. As my father’s business, Touch Up Guys, started to rapidly expand, the need for my type of experience was evident so I joined the family business in 1998. My focus in previous roles in building systems, procedures, and managing multiple projects has served me well in the role of CEO of this rapidly growing enterprise.

Eden Exchange
In simple terms, what does Touch Up Guys do? Where did the inspiration for the company come from and how are you different from other car repair companies on the market?

Glen Hawken
Touch Up Guys was founded over 25 years ago, recognising an opportunity in the market to provide a time efficient solution for minor collision repairs. The founding principles were built around providing outstanding customer experience in terms of convenience, value for money and quality of work.

Eden Exchange
What type of support does Touch up Guys provide when a new franchise opens up?

Glen Hawken
We are proud of our extensive training and induction to our new franchisees and have successfully trained over 300 people to run great Touch Up Guys businesses. We begin with a 3 week in house comprehensive training program.

Additionally, one of our Master Trainers goes back to the new Franchisee’s territory for further training. After this, a 7 day technical support hotline is set up, as well as online e-learning platforms and a private social media group for the Franchisees to share knowledge, queries and feedback.

Eden Exchange
What is it about having Touch Up Guys come directly to a client’s home that is particularly unique?

Glen Hawken
Time convenience. Instead of driving your car into a smash repairers and being left stranded; Touch Up Guys come to a customer’s home or work and will have repairs completed within hours. We think of it as providing a multi-tasking solution for our clients.

“We think of it as providing a multi-tasking solution for our clients.”

Eden Exchange
In your opinion, who would suit running a Touch up Guys business? What makes for a successful franchisee?

Glen Hawken
Someone who is enthusiastic and genuinely cares about customer satisfaction is always welcome in our team. We provide the technical training so all we need is someone with a passion and a great attitude. Most of our franchisees do not come from the smash repair industry, they just have a passion for cars. Some however enjoy using their existing skills along with some newly acquired ones to operate a successful business as an owner operator. Ultimately, Touch Up Guys are part spray-painter, part panel-beater, part detailer but 100% business owners.

Eden Exchange
How has the industry ebbed and flowed over the last two decades? Where do you see the Australian car repair industry heading into the future? What part will Touch up Guys play as the industry evolves, and what are some major industry trends operators in your sector need to be aware of?

Glen Hawken
Demand for our services continues to grow each year. We as a company remain nimble and innovative to ensure we meet the market requirements. Whilst initially established to service car yards, we have expanded to multiple markets including retail, corporate and fleet customers as well as building long term relationships with affiliate partners such as SuperCheap Auto. We are committed to always be at the forefront of new opportunities and technology.

Eden Exchange
What about the price of the franchise itself? How do potential franchisees receive more for their investment than they might from other, similar franchises?

Glen Hawken
The inclusions within a Touch Up Guys franchise investment are comprehensive and include massive value for money.

  • Exclusive Licence
  • Fully Customised Van Fit-out including our own Shady Lady Awning system
  • Latest Equipment and Technology Package
  • Dulux Auto Refinish Paint Package Inc Spectrophotometer
  • Min 4 Weeks Hands On Training Course including accommodation on the Gold Coast
  • Launch Phase Marketing Plan
  • Access to a team and brand that has and will continue to successfully innovate across multiple markets where clients are in need of a time-convenient coatings repair.

Eden Exchange
What are some of the best bits of feedback that franchisees report hearing from their customers? Do you believe that word-of-mouth has been great advertising for Touch Up Guys?

Glen Hawken
Word of mouth is a big part of our business. Customers continue to be delighted with the outcome of the repair work conducted by our talented technicians. Many of our franchisees report large volumes of repeat and referral customers, which is a primary business building goal from the outset. The best and worst feedback we receive from customers is “I never knew a fantastic service like this existed”, which on one hand for a 25+ year brand is disappointing but more so it reminds us of the vast opportunity that is in front of us, as we continue to grow within the $400+ mill per annum cosmetic collision repair market.

Eden Exchange
What has it been like, developing new technology over the decades? For example, was it difficult moving from old systems to more modern technology such as iPads?

Glen Hawken
Innovation and adaptation is key to any business longevity. We continually look for improved systems, tools and processes to give effectiveness to our franchisees and provide cost effective solutions to our customers. Originally, starting with microfiche viewers and 3rd sheet sanders to now having a orbital sanders with dust extraction systems and a state-of-the-art mobile Spectrophotometer; change is inevitable and must be embraced. The Spectrophotometer, which is a cutting-edge handheld colour matching tool designed to provide an instant paint formula, has been developed through our partnership with the Dulux Group. This new design will be distributed across our network providing significant time saving benefits for our franchisees .

“We as a company remain nimble and innovative to ensure we meet the market requirements.”

Eden Exchange
How do you see your product and services development portfolio evolving over the twelve months and into the future? What are your strategic priorities over the next 12 months?

Glen Hawken
The demand from the corporate and fleet market is steadily increasing. We are inducting a lot of new clients nationally over the next 12-24 months. We are also proudly partnering with the SuperCheap Auto chain to incorporate our services throughout their national network.

Eden Exchange
What are some of the key achievements you are proud of at Touch Up Guys? On the other hand, what difficulties do you expect to have to overcome?

Glen Hawken
I am particularly proud of the unified focus of the group. It truly is a family environment where everyone is there to support each other, learn, and share experiences. The fact that we have been operating for over 25 years is testimony to this culture.

The challenges are always present as markets and franchisee’s lives change. Ultimately, the business is about people being flexible. This will continue to be a philosophy in tackling issues when they arise.

Eden Exchange
What’s the most interesting part of your job? What drives you to do what you do?

Glen Hawken
I love the variety and challenges that come with managing so many different clients and associated HQ services for our franchisees. Everyday is action packed – but I leave each day with the satisfaction of tangible evidence of managing a growing enterprise. Constantly seeking to clarify what the business will be once it is completed and measuring the gap on a daily basis, keeps the team in check. Success is about momentum and Touch Up Guys is on a roll!

Eden Exchange
Thank you for your time, Glen.

 

 

About Touch Up Guys

Touch Up Guys are Australia’s Favourite Mobile Paint & Bumper Repair Specialists. Providing a time-convenient mobile car paint repair service for over 25 years, Touch Up Guys are proud to have provided over 2 million services and we’ve only just scratched the surface. You can trust our team of over 100 owner/operators across Australia, New Zealand and the USA.