This episode follows Graham Rees-Gibbs, a Jim’s Handyman franchisee in Campbell Bay, New Zealand.
He explains how fast callbacks, clear quoting, and the Jim’s-Work-Guarantee help customers say “yes” with confidence.
He also shares how a strong trade network lets him tackle everything from small repairs to major projects.
Introduction
In this Jim’s Podcast episode, Joel Kleber speaks with Graham from Jim’s Handyman in New Zealand.
Graham moved from South Africa for a better family life.
He joined Jim’s to improve work-life balance without losing income.
What Made Graham Choose A Jim’s Handyman Franchise In New Zealand?
Graham spent about 15 years in manufacturing before moving to New Zealand.
He struggled to maintain a work-life balance in standard employment.
He explored other Jim’s options before choosing handyman.
He says it matched his skills and family goals.
“I really struggled to get the work-life family balance.”
What Types Of Jobs Can A Jim’s Handyman Franchisee Take On?
Graham says the work range is broad, from quick fixes to large builds.
He shares examples that show how varied handyman services can be.
Projects he mentioned in the episode:
- A 50 square metre deck with balustrade and decorative finishes
- Retaining walls and fence repairs
- Kitchen repairs, door handles, and windows
- Kitchen renovations and bathroom renovations
- Commercial odd jobs, like maintenance for a veterinary clinic
“It’s very broad. Very, very broad.”
What Can’t Graham Do, And How Does He Handle That?
Graham says he stays “in his lane” on specialist work.
If the job needs another trade, he brings in trusted partners.
How he keeps jobs moving without overpromising:
- Declines work like drain laying when it’s outside his scope
- Uses a network of plumbers, electricians, glaziers, and waterproofers
- Follows up, checks quality, and invoices professionally
He also notes compliance limits on structures like decks.
A building consent is not required if you cannot fall more than 1.5 metres.
Why Do Customers Trust Jim’s Handyman More Than An Independent?
Graham says trust begins before he even arrives on-site.
Fast phone response signals professionalism immediately.
Trust signals he highlighted:
- Quick callbacks after a lead comes through
- Branded clothing and sign-written vehicles
- A larger organisation that customers can contact if issues arise
The Jim’s-Work-Guarantee gives customers extra confidence
“They’re ready on your side… this is a professional company.”
What Role Does The Jim’s Work Guarantee Play In Winning Bigger Jobs?
Graham describes a customer hesitating before paying a large deposit.
Once the customer understood Jim’s backing, their mindset changed fast.
Why this matters in handyman work:
- Bigger projects involve higher trust and higher deposits
- Customers want a clear path if something goes wrong
- A recognised system reduces perceived risk
“Straight away, his mindset changed.”
What’s The Real Marketing Engine In Handyman Work?
Graham says handyman results are visible and shareable.
Customers see the work and talk about it.
What drives word-of-mouth most:
- “Instant gratification” when clients come home and see results
- Neighbours noticing visible improvements like decks and fences
- Repeat clients who call again because communication is easy
“A client comes home… and it’s instant gratification.”
Graham holds about a 4.9 rating from 46 ratings.
What’s The Biggest Challenge Graham Mentioned As A Franchise Owner?
Graham says cash flow management is the hardest part.
Big jobs can mean big tax and supplier invoices.
He credits Jim’s training for helping franchisees plan ahead.
He also stresses setting money aside when payments arrive.
Helpful admin reminder for franchise owners:
Inland Revenue requires you to keep business records for 7 years.
How Does Graham Bring A Customer’s Vision To Life During Quoting?
Graham says quoting is mostly about questions and communication.
Many customers don’t fully know what they want at the start.
How he draws clarity out of customers:
- Ask question after question, without rushing
- Request photos or inspiration images when they have a clear vision
- Show examples on his phone when they’re unsure
- Ask whether it’s a rental, a live-in home, or a pre-sale fix
He avoids asking for a budget too early.
He says it can unintentionally cap the outcome.
“Open communication… and questions.”
HowTo: A Simple Quoting Process Graham Uses For Complex Jobs
Step 1: Start With “How Can I Help You?”
- Let the customer explain the problem in their own words.
Step 2: Ask Clarifying Questions
- New build or repair?
- What’s the history of the property?
- What outcome do they want daily?
Step 3: Collect Visual Direction
- Ask for inspiration photos.
- Show examples if they’re unsure.
Step 4: Avoid Budget Talk Too Early
- Listen for budget concerns first.
- Only discuss numbers once the scope is clear.
Step 5: Build The Quote Item By Item
- Price based on the job’s real specifics.
- Send the quote with clear expectations.
How Does Graham Balance Family Time With Customer Expectations?
Graham structures his day around school drop-off and pick-up.
He aims to work between about 8:30 and 4:30.
He says the key is setting realistic timelines up front.
Customers stay happy when expectations match reality.
“It’s been the best work-life balance.”
FAQ
What Is A Jim’s Handyman Franchise?
It’s a locally owned handyman services business backed by Jim’s brand, systems, and support.
What Kind Of Work Can A Jim’s Handyman Franchisee Do?
Graham says jobs range from door handles and repairs to decks, fences, and renovations.
Do Decks Always Need A Building Consent In New Zealand?
Not always. Consent is generally not required if you cannot fall more than 1.5 metres.
What Helps A Handyman Win Customer Trust Faster?
Graham highlights fast callbacks, clear communication, and Jim’s backing for customers.
What’s A Common Business Challenge For New Franchisees?
Graham says cash flow planning is critical, especially on larger jobs and tax timing.
Key Takeaways
- A Jim’s Handyman franchise can cover a wide range of high-value work.
- Fast callbacks create trust before you even arrive on-site.
- Clear quoting comes from questions, visuals, and expectation-setting.
- Trade networks help you say “yes” without stepping outside your lane.
- Cash flow discipline matters most when projects get bigger.
Want to hear Graham’s full story?
Watch the full podcast episode to hear how Graham built trust fast in Jim’s Handyman through communication, quality, and referrals.
Interested in starting your own handyman business? Learn more about joining Jim’s Group at jims.co.nz or call 0800 454 654 today.