In this 100th Episode of the Franchise Everything Podcast with Nitin Khadalia, A Global Award-recognized Service Advisor in One Industry to Multi-location (5) Franchise Owner in Another.
Episode Timeline
- 0:00 – Introduction
- 2:22 – Growth and expansion from the third location to multiple sites across Melbourne
- 3:40 – The key factors behind evolving and growing a successful franchise beyond the first few locations
- 5:34 – Shifting customer focus from consumer to B2B and why location makes all the difference
- 6:23 – What PACK & SEND does daily to support businesses and customers with expert packing and shipping
- 9:08 – Challenges in growing from three to five locations and what it takes to keep expanding
- 11:30 – The timing, opportunities, and the decision-making process to opening new PACK & SEND locations
- 12:43 – How PACK & SEND tracks performance and empowers staff to focus on growth
- 13:30 – Unexpected growth and the surprise opening of PACK & SEND’S fifth location
- 15:27 – The secret behind efficient operations across five locations with one van and truck
- 17:20 – How great customer service shapes the PACK & SEND experience and drives growth
- 18:56 – The best way to discuss a new store with your franchisor
- 21:28 – Wrap up
Nitin was also our 1st episode way back, so we thought it fitting to re-visit and catch up on how he’s moved his business so far forward for our 100th!
Nitin’s journey with the freight and logistics brand PACK & SEND has been filled with twists and turns, shaping his unique perspective on franchising and business growth.
He shares insights into the challenges and rewards of owning multiple franchise locations, emphasising the importance of adaptability, strong operational systems, and building solid relationships within the franchise network. He discusses how his background in service excellence helped him navigate the logistics industry, and what prospective franchisors and franchisees should consider before committing to a franchise.
His practical advice and real-world experience make this episode especially valuable for those looking to enter or grow their existing footprint as a franchise owner in the sector.
