Jim’s Group CEO Jim Penman shares the company’s accomplishments, challenges, and ambitious plans for 2025.
Learn about key highlights, from software updates and customer service innovations to the company’s approach to franchisee support and the broader industry landscape.
Rewriting the Jim’s Jobs Software for a More Stable and Flexible Future
One of the primary focuses for Jim’s Group in 2025 is the complete rewrite of the Jim’s Jobs software, the backbone of the company’s operations.
As Jim explained, the current version, while functional, has been plagued by reliability issues and difficulty in implementing changes.
“We’ve thoroughly rewritten the software or are in the process of doing it. The current version of Jim’s Jobs will be transformed. This will include everything that Jim’s Jobs does now, but also at least one extra feature – the ability for franchisees to know when a client hasn’t returned a phone call.”
But the software overhaul doesn’t stop there.
By October 2025, Jim’s Group has even more significant changes in the works:
- The ability for franchises to book jobs directly into their diaries, allows them to provide clients with specific appointment times rather than just a callback window.
- The option for franchises to buy and sell regular clients, enables them to optimize their territories and reduce travel costs while still serving their customers.
- Automated follow-up and warning systems to ensure franchises are providing timely service, helping to dramatically reduce complaints and improve customer satisfaction.
Jim is confident that these software enhancements will give Jim’s Group a significant competitive edge, stating, “This will give us a giant advantage. You think about where we are now without this stuff, and then you’re going to have this stuff added to, especially the customer app – it’s going to be huge.”
Introducing the Jim’s Customer App: A Game-Changer for Convenience and Efficiency
Alongside the Jim’s Jobs software overhaul, the company is also developing a dedicated Jim’s customer app, which Jim believes will be a game-changer for both clients and franchises.
“We’re having a client app written, and it’s going to be very simple. Once you’ve actually booked in for this, you can just call up the app, and if you want to do a dog wash, for example, you just go down there. That’ll immediately tell you if there are any dog wash franchises available. If there isn’t, we’re not going to bother with it, but it’s going to be so easy.”
The app will not only make it easier for clients to book and manage their services but will also provide valuable insights and features for franchises:
- Franchises will be able to choose to only service “A-grade” clients – those who book frequently, accept quotes, and provide feedback.
- The app will include a rating system, allowing franchises to identify and prioritize their best customers.
- Clients who book through the app will receive exclusive offers, such as a “pay-for-work guarantee” that provides them with a certain amount of free service when they become a new customer.
Jim is confident that the Jim’s customer app will be a game-changer, stating, “I think it’s going to be huge. I think it’s going to be really, really good.”
Addressing Jim’s Franchisee Concerns and Fostering a Culture of Support
It became clear that Jim places a strong emphasis on supporting and empowering Jim’s Group franchisees.
He acknowledges that some franchisees may be skeptical of the company’s promises, given past challenges, but he is adamant that the changes being implemented will make a significant difference.
“This time, we have very good teams operating on Jim’s Jobs and on the rewrite to the FMS system to make that more robust and flexible. So far, they’ve hit their targets, and the things that we’ve tried, the feedback is actually really good.”
To further demonstrate the company’s commitment to franchisee success, Jim highlighted several initiatives, including:
- A new “pay-for-work guarantee” program that provides new franchises with a certain amount of free work to help them get started.
- The creation of a comprehensive online resource hub, featuring tutorials, interviews, and best practices from successful franchisees across various divisions.
- Increased communication and support, with Jim personally reaching out to franchisees on a regular basis to address their concerns and offer guidance.
Jim’s passion for supporting his franchisees is evident, and he firmly believes that by prioritizing their success, the company will ultimately deliver better service to its clients.
As he eloquently stated, “My first priority is franchisees, and then I give to that is if you had a child a little child who was going to die but you had $100,000 that could pay for an operation would you spend it or not?“
Navigating Industry Challenges and Maintaining a Competitive Edge
Despite the positive outlook for 2025, Jim acknowledges that the broader industry landscape has faced some challenges in recent years, with the company weathering a “bit of a decline” in lead volumes over the past seven quarters.
However, Jim remains optimistic, noting that Jim’s Group is well-positioned to thrive even in tougher economic conditions.
“Jim’s is counter-cyclical – we tend to do better when the economy is bad because if people can’t have a job, they can’t find a job, they get retrenched, they come to us, we got work for them.”
To maintain this competitive edge, the company is focusing on several key initiatives:
- Expanding the range of services offered, including the recent launch of a new removals division.
- Leveraging technology to improve efficiency and customer service, as evidenced by the software and app developments.
- Fostering a culture of continuous improvement, with Jim actively seeking feedback from franchisees and implementing changes to address their needs.
Jim is confident that these efforts, combined with the company’s strong brand recognition and reputation for quality service, will ensure Jim’s Group remains a dominant force in the industry, even in the face of economic headwinds.
Addressing Controversies and Maintaining Transparency
No discussion of Jim’s Group would be complete without addressing the occasional controversies that have arisen over the years.
Jim is forthright in acknowledging these challenges and emphasizes the company’s commitment to transparency and ethical practices.
One such incident involved a franchisee who had promised ownership of trailers to new franchisees, a claim that was later found to be untrue.
Jim, recognizing the moral obligation to the affected franchisees, made the decision to allow them to keep the trailers, even though the company was not legally obligated to do so.
“We said, ‘Okay, if that the promise be made to you and you want to take advantage of it, you can. You can have your trailer, you transfer it.’ I just want to be clear again for everyone because we can clip this up so you had no reason to give their trailer back, but because of ethics and the moral obligation, you did.”
Jim’s willingness to address these issues head-on and prioritize ethical decision-making has undoubtedly contributed to the company’s strong reputation and the trust it has built with both franchisees and clients.
Expanding Horizons: Jim’s Group’s Foray into the Baby Bust Crisis
The most intriguing aspect about Jim was his passion for tackling the global “baby bust” crisis, a phenomenon that has seen birth rates plummeting in many developed countries.
Jim believes he has a solution that could revolutionize this pressing issue, and he is dedicating significant resources to researching and developing a groundbreaking treatment.
“We’re working on that pretty heavily. It’s gone through a lot of editing and changes, and we’re actually doing a lot of specifically related research programs early next year. It’s going to be probably late next year before it’s released.”
Jim’s approach to this challenge is both scientific and personal, as he sees it as a natural extension of his life’s work.
He explains that the key to the solution lies in understanding the role of dopamine and dopamine receptors in shaping human behavior and decision-making.
“We believe that if you did this, it also would actually help people to lose weight because it’d be more disciplined. But we believe that we can solve the issue. One of the great changes taking place in recent years is the development of what’s called CRISPR, which is a way of making very precise epigenetic changes. So you can actually look at what’s gone wrong and say, ‘Hey, here’s a change to the genome that’s causing major problems,’ something driven by the environment, let’s change that, let’s switch it off, let’s do this.”
Jim’s ambitious plans for tackling the baby bust crisis have the potential to position him as a leading expert in this field, and the Jim’s Group brand could become synonymous with innovative solutions to pressing societal challenges.
Embracing Transparency and Engaging with the Community
Jim demonstrated a refreshing commitment to transparency and open communication, both within the Jim’s Group community and with the broader public.
This approach is exemplified by the company’s recent foray into social media, where Jim has been engaging directly with customers and franchisees through platforms like TikTok.
“We’re doing a Q&A thing, and you’re just giving unfiltered answers, and I think it’s been people receiving it well. People either have negative comments or positive, and we read them out.”
This willingness to address concerns and respond to feedback, both positive and negative, has resonated with the community, showcasing Jim’s Group’s dedication to continuous improvement and its desire to maintain open lines of communication.
Jim’s accessibility and transparency extend beyond social media, as he also makes himself available to franchisees, regularly reaching out to them and making himself “available anytime, even on Christmas Day, public holidays, after hours, weekends – it doesn’t matter, they can contact me anytime.”
This level of personal engagement and commitment to the success of his franchisees is a testament to Jim’s leadership and the values that underpin the Jim’s Group brand.
Looking Ahead: Embracing Change and Driving Innovation with Jim’s Group
As we look ahead to the new year, it’s clear that Jim’s Group is poised for an exciting and transformative 2025.
From the comprehensive software overhaul and the introduction of the customer app to the company’s foray into tackling the global baby bust crisis, Jim and his team are demonstrating a relentless commitment to innovation and growth.
Underpinning these ambitious plans is a steadfast focus on supporting and empowering the company’s franchisees, recognizing them as the backbone of the business and the key to delivering exceptional customer service.
Jim’s unwavering dedication to his “extended family” of franchisees is a testament to the values that have made Jim’s Group a success story in the service industry.
As the company continues to evolve and adapt to the changing landscape, one thing is certain: Jim’s Group will remain at the forefront of the industry, driven by a passion for excellence, a commitment to transparency, and a relentless pursuit of innovative solutions that benefit both its franchisees and its clients.
To stay up-to-date on the latest developments from Jim’s Group, be sure to subscribe to their YouTube channel and follow them on their Facebook, Instagram, Twitter, and LinkedIn accounts.
You can also visit the Jim’s Group website to learn more about their services and franchise opportunities.
For those interested in becoming a Jim’s Group franchisee, you can request an information pack by calling 131 546 or visiting jims.net/own-a-franchise/.
Don’t forget to check out the Jim’s Podcast, available on iTunes, Spotify, and YouTube, for even more insights and updates from the Jim’s Group team.