Gary Hardwell - Bristol East Gary started his DOR-2-DOR franchise business in 2000, following extensive research. Prior to going it alone, he worked as a customer services training advisor. Here, five years on, with a successful business Gary talks to us about the valuable lessons he has learnt on the way.

So, how did you hear about the DOR2DOR franchise?

When I decided that I wanted to run my own business I reviewed the different franchises that were available on the British Franchise Association (BFA) website. I short-listed the ones that were affordable, looked profitable and that I would enjoy running.

What attracted you to DOR2DOR?

It seemed simple to operate and the concept of running a local postal delivery system appealed to me. The set up costs were fairly low and most importantly, I thought I would enjoy the nature of the business.

How has your employment background helped you in your new business?

Working as a training advisor for a large insurance company taught me people handling skills, which are vital in our profession. I know how to deal with customers, understand what they want and keep them informed, and I have trained others in how to deliver excellent customer service. I also took a course in Business Studies which gave me a sound grounding in all areas of running a business.

Describe your first six months …

To start with it is quite slow, but businesses take time effort to build. In the beginning I worked at it on a part-time basis. I put adverts in shops and local businesses and did some cold calling. This all worked to a certain degree…I learnt that the best way to create awareness is to advertise little and often, through the door to householders. Business owners live in houses somewhere, and they responded and called us. My first clients included a cleaning company, estate agents and hairdressers. After two years I started working full-time to develop the business. In 2003 sales increased by 50% compared to the year before, then in 2004 sales increased by 70%. You could say my efforts started to pay off. With hindsight I would have spent more money on advertising, it is so important to get your message out there on a regular basis when you are building your business.

And the future is….?

To carry on as before, my stress levels are practically zero, and the money is good. I am proud of what I have achieved and I wouldn't change a thing

What Gary did… and what he learnt along the way

Every customer is as important as the next… and this story proves it

A company selling interior blinds ordered 1000 leaflets to be delivered for the princely sum of £23. Despite the low value of this order we delivered them. The next year we had an order for £300. Now we have an order of £600 a month. In two years an initial enquiry for £23 worth of work has grown to be substantial business, generating in the region of £15,000 sales income.  Preserve your reputation - it is everything