Mark Tracey, a former mining industry worker turned Jim’s Mowing franchisee, recently shared valuable insights about resilience, customer service, and building a business from scratch that every franchise owner should hear.
From Mining to Mowing
For nearly 15 years, Mark worked in mining as a heavy tyre fitter.
But after personal tragedy and a toxic work environment took a toll on his mental health, he knew it was time for a change.
“We’d lost our son in July last year, and I wasn’t doing really well at all from a mental health point of view,” he recalled.
“I knew I needed to be in my own headspace for a period of time and have more control over my time and tasks.”
After researching his options, Mark decided Jim’s Group was the right fit.
“I looked at all of Jim’s competitors. But with the support network Jim’s offers, it gave me confidence that this was the right fit for me,” he said.
The Power of Responsiveness
One of the biggest lessons Mark has embraced is the importance of being quick to respond to leads.
“If I got a lead, I called them as fast as I could and then I arranged to do the quote that same afternoon,” he said.
“They’re blown away that they’ve got someone so responsive. Often three or four out of five are going, when can you start?”
That level of responsiveness is what sets Jim’s Group, Australia’s largest franchise network with more than 5,500 franchisees, apart from many independents.
Customers often share surprise at how quickly Mark gets back to them compared to other contractors.
Building Rapport with Customers
Mark also focuses on building trust right from the first conversation.
“I just try to find common ground with people and disarm them before we even talk about price,” he explained.
By making customers feel comfortable, Mark often secures jobs before even discussing the quote.
“I’ve had jobs where they’ve said, When can you start? And I haven’t even given them the price yet.”
This personable approach, he said, not only wins business but helps create long-term relationships with clients who feel they are dealing with someone they can trust.
Lessons in Efficiency
Starting with a blank territory, Mark has already built a client base of 43 regulars, including three commercial contracts.
But getting there took careful planning.
He has focused on grouping jobs geographically to cut down travel and recently invested in a ride-on mower to handle larger properties.
“It’s going to take me to another level of efficiency,” he said.
He also stressed the importance of using Jim’s systems to stay on top of admin.
“When I started, I was getting home and doing two to three hours of admin every night. Now I’ve become more efficient on the run with invoicing and quoting, which has made a huge difference.”
Mental Health and Work-Life Balance
Beyond the financial rewards, Mark said the biggest benefit has been the positive effect on his mental health.
“Jim’s has saved me mentally. I was headed to a dark space, but this opportunity allowed me to start my own business, be in control, and get back to a better me,” he said.
Takeaways for Franchise Owners
Mark’s journey offers powerful lessons for other Jim’s franchisees:
- Respond quickly to leads – speed creates trust and wins jobs.
- Build rapport early – people buy from those they like and trust.
- Focus on efficiency – from better tools to smarter scheduling.
- Use the support systems – Jim’s provides proven processes that save time.
- Value your wellbeing – running your own business can be life-changing.
As Mark put it, “Jim’s has given me an opportunity to rebuild and provide for my family. The feedback I get from people about how I am now just underlines that it was the right decision.”
For anyone considering a franchise, Mark’s story is proof that with effort, responsiveness, and a personal touch, success is achievable.
To learn more about franchise opportunities with Jim’s Group, visit jims.net.