One of the prime features of the Jim’s system is a focus on customer service. We have a careful selection system which rejects hundreds of potential Franchisees per year. Wherever possible, each prospective Franchisee is trialled by two current Franchisees and must be independently passed by both. We look for people with high standards who take pride in their work.

Our Franchisees decide exactly what services they want to offer, in which areas and on which days. We never give Franchisees work they do not want. So when we page out a lead, we expect it to be followed up promptly. Our billing system contains a small fee for every lead paged out, which gives an extra incentive for follow up. An ignored lead not only upsets the customer, it denies work to another Franchisee who might need it.

All advertising is channeled through our Admin Centers, which carefully record any form of complaint. Most of our Franchisees give excellent service, but a small minority (under 10%) may come to the attention of National Office for excess complaints. We offer individual counseling and retraining sessions, but those who fail to respond will be asked eventually to sell their business.