Alan Cossens, franchisee with Jim’s Blinds, Shutters & Awnings, recently sat down with Joel Kleber to share his journey and the practical lessons he’s learned after seven years in business.
For anyone running or considering a franchise, his story is full of insights on growth, customer service, and resilience.
When Alan first joined Jim’s, the franchise was built around a unique product called ScreenAway.
“It was quite easy to get sales and things like that because we didn’t really have any competitors,” he recalled.
But when the product was sold to another company, he had to quickly adapt and rebuild his business model around a full blinds offering.
“It was a bit of a rocky start, but once we sat down and did some planning, it took off.”
The Power of Custom Service
Alan is quick to point out that blinds are not a one-size-fits-all business.
“Every window is a different size and there’s no such thing as a standard,” he explained.
Many customers who tried DIY solutions through IKEA or Spotlight ended up coming back to Jim’s for custom solutions and often at a lower overall cost.
“Not only did they save money, but if we damage the blind, that’s on us. It’s part of our warranty process. It gives them a lot more peace of mind.”
For Alan, quoting onsite is a non-negotiable.
“We don’t just say, ‘We’ll send you a quote tomorrow.’ We quote it in the home. That way, if it’s not in their budget, we can talk through options B and C right there.”
That hands-on, personal approach builds trust and speeds up decision-making, a lesson any franchise owner can apply in their own business.
Why Business Owners Matter
Joel pointed out one of the key advantages of Jim’s Group: the person quoting and installing is the actual business owner.
Alan agreed. “If something goes wrong, there’s only one person to get yelled at and it’s the bloke in the mirror.”
Unlike larger companies, where customers are passed from salesperson to installer to admin, Jim’s franchisees offer a direct line of accountability and care.
That accountability extends to warranties.
Alan shared that he has often gone out to fix issues himself.
“I’ll just go out there and say, right, I’ll fix this. And they’ll say, ‘What do we owe you?’ I’ll say, just give me a cup of coffee and tell someone how great your blinds are.”
Competing in a Tough Market
The blinds industry is highly competitive, with small operators frequently undercutting on price.
But Alan warns of the risks. “I’ve gone out to people who have lost $7,000, $8,000 deposits. They still need the product, so they pay twice.”
For customers, the backing of Jim’s Group, Australia’s largest franchise network with over 5,500 franchisees, provides security that smaller companies cannot match.
Growth Through Coaching and Networking
Alan is a firm believer in planning and accountability.
“All I can say to everyone is budget, budget, budget. Set numbers down.”
He also credits business coaching as a turning point.
“It’s not just about hearing ‘increase your margins.’ It’s the accountability. Someone’s holding you to what you say you’ll do.”
Networking has also been key.
Alan joined BNI early on and still considers it vital.
“I might not even have had my franchise still if it wasn’t for that constant support network around me.”
Those relationships not only generated referrals but also gave him trusted partners he could recommend to customers.
The Takeaway for Franchise Owners
From building resilience after losing a core product to leveraging business coaching and networking, Alan’s story shows how a proactive and customer-focused mindset drives success.
His franchise is now on track to surpass one million dollars in annual revenue.
For Jim’s franchisees, the lessons are clear: focus on service, be accountable, plan your numbers, and build strong networks.
As Alan puts it, “Just treat people the way you want to be treated.”
If you’re interested in learning how Jim’s franchise system can help you build a thriving business of your own, visit jims.net to explore opportunities.