After 30 years working in retail and home security, Northampton-based dad-of-two Bill McHugh decided to step into business ownership, with the support of his wife Teresa. Just 18 months on and the couple have grown a kitchen renovation business that has been profitable from the outset, combining Bill’s hands-on leadership with Teresa’s marketing and business support.
The journey to franchisee
Over a 30-year career in furniture retail, Bill progressed from the shop floor to the role of regional manager, gaining sales and managerial skills along the way. In 2019, Bill decided to become self-employed, acting as an agent between retailers and manufacturers. When the pandemic forced businesses to move online, he re-evaluated his career path.
After spending two years in the home security industry, Bill decided that he wanted to launch a franchise with a tried-and-tested methodology to support his retirement goals.
“While exploring potential opportunities, we were particularly interested in the home renovations sector because of its stability during economic downturns,” said Bill. “After considering a number of options, Kitchen Makeovers stood out as the right fit. The proven franchise model, together with relatively low start-up costs and overheads gave us the confidence to move forward.”
Kitchen Makeovers has established itself as a leader in a market previously lacking a cost-effective and hassle-free solution. With over 30 franchisees and sophisticated branding, systems and operations, the company has filled a critical gap for homeowners. This commitment to customer satisfaction is reflected in nearly 1,000 glowing five-star reviews across reputable online platforms and an impressive average score of 4.9 out of 5 on Trustist. This focus on exceeding expectations is what truly sets Kitchen Makeovers apart from the competition.
“We set up a meeting with Kitchen Makeovers co-founder Will Frankling and spoke to other franchisees to understand the opportunity. Mapping the entirety of Northampton as our potential territory was a huge bonus. By the end of the process, we knew we were ready to take the plunge and launch Kitchen Makeovers Northampton.”
Kitchen Makeovers attracts both first-time franchisees and seasoned entrepreneurs looking to move with the times, thanks to an impressive infrastructure designed for scalability and a revitalised approach to customer experience in the home improvement sector. Franchisees are encouraged to fully exploit the success they can achieve within their territories by building a local network of expert tradespeople. Kitchen Makeovers’ approach of championing exceptional customer service is continuing to reap rewards in a sector that has traditionally delivered below-par customer experience. Through recurring income streams, low overheads, an impressive scope for growth and ongoing development, the opportunity for franchisees is huge.
Soaking up the knowledge
Before setting off to improve kitchens across Northamptonshire, Bill took part in a training and onboarding programme with Kitchen Makeovers to learn their products, systems and standards.
“Ahead of launching the franchise, I’d never fitted a kitchen before, so I had a lot to learn. On the flipside, my background in sales and customer-facing roles meant I was confident in building relationships, managing multiple projects and working under pressure. All of which proved invaluable from day one.”
To practice what he’d learned, Bill spent a day with Harpenden franchisee Colin Breslin, gaining first-hand insight into the business in action. Alongside becoming familiar with the products and renovation process, he observed how Colin interacted with customers and the range of skills required to successfully deliver a kitchen makeover.
“It was an incredibly insightful and valuable experience. Following that I began cultivating a list of trusted local contractors specialising in plumbing, electrics and fitting. I wanted a dependable team from the very beginning – quality work would speak for itself when it came to customer referrals.”
Gathering 5-star reviews
Since launching Kitchen Makeovers Northampton, Bill and Teresa have built a thriving and highly successful business, quickly establishing a strong reputation in the local area. “I’m incredibly proud of the work we’ve achieved over the last 18 months. We’ve transformed kitchens across the region and have the five-star reviews to show for it.
“As our positive reputation grew, I made the decision to increase the daily rates we pay our fitters. I also ensure they have all the necessary equipment to complete our projects, including items that they would usually be expected to provide, such as saw blades.
“My belief is that looking after your team properly will keep standards high and build long-term loyalty. My role is to liaise with our customers from initial enquiry through to sale and project completion. Maintaining strong relationships with my fitters makes it much easier to communicate progress, manage expectations and present options clearly to customers.
“My wife, Teresa, who has a senior background in marketing, has played a key role in the business’ growth. Her expertise across positioning, local visibility and community engagement has complemented the franchise support and helped accelerate awareness and lead generation.”
Enjoying the rewards
Bill and Teresa have significant plans for the future. “We have a seven-year plan where we’re going to retire either in Cornwall or Italy. By then, we’ll either sell the business or appoint a manager to run it, allowing us to enjoy our retirement properly.
“Between now and then, we’d like to take on another local territory and essentially emulate what we’ve done in Northampton.
“Launching Kitchen Makeovers Northampton has been a brilliant journey and I highly recommend it to anyone looking to become their own boss with the support of a franchise brand.”