James and Patricia Sukhwant reflect on 10-year journey that paved the way for CrestClean in Central Otago
James and Patricia Sukhwant became the first CrestClean franchise owners in Central Otago ten years ago. As the sole franchisees for the entire region at the time, they worked tirelessly to cover Alexandra, Cromwell, and Queenstown, paving the way for new franchise opportunities to come to the area.
Their commitment and perseverance were nothing short of extraordinary. For their first five years in business, James and Patricia would work from 1pm to 8am the next day.
Despite the relentless pace, the couple are proud of what they achieved in their early years as franchise owners and look back with fond memories.
“We worked really hard, but it was worth the effort. If you want to gain anything in life, you have to do the hard work. Then you can look back on what you’ve done and feel pride in your accomplishment,” says Patricia.
James and Patricia first learned about CrestClean while living in Dunedin and planning their move to Queenstown. Dunedin Regional Master Franchisee, Tony Kramers, told them there was no CrestClean in Central Otago, so they would need to get it up and running. They were up for the challenge and set out for a complete change of lifestyle.
Not only were they new to Queenstown, but they were also new to running a business. However, word travelled fast about their high standards and strong customer relationships, bringing in a constant stream of new business, including five schools, four early childcare centres and around 15 office spaces.
“We tried to make the customers happy and because they were happy, more work started coming in,” says James.
“It was all word of mouth.”
Through the long hours and high physical work, James and Patricia never compromised on their high standards. From how they presented themselves to the quality of their work, they went above and beyond every day for their customers.
“Even though we were very busy, we kept our high standard. It didn’t drop even though we were tired,” says Patricia.
“I’d refresh myself between jobs so I could always look fresh and presentable. How we present ourselves is very important. It says a lot about our standards.”
As new franchisees came to the area, James and Patricia’s workload became less demanding. Now a decade on, their commitment to delivering a high-quality service is as strong as ever.
“It’s not just about going in and cleaning a building. It’s about caring for the people and making their environment a bit better for them,” says Patricia.
“It’s about going an extra mile,” adds James.
At the recent Regional Team Meeting for Central Otago, James and Patricia celebrated several achievements, including their 10-Year Long Service, Franchise of the Year and the 10-year anniversary of CrestClean in the region.
Knowing what it’s like to start a new business, James and Patricia support fellow franchise owners in any way they can. Whether it’s answering a midnight phone call or bringing them a hot meal, James and Patricia are always there to help.
“We’ve always been there to encourage. It’s good for them to have someone to get in touch with. Having care for one another and keeping morale positive is very important because we’re all working together. They don’t have to feel like they’re alone,” says Patricia.
“We remember how we felt when we first came to Queenstown, so we will go alongside them to help them. We tell them we are here to take the pressure off. At least then they’ve got someone to talk to,” James added.
Alongside their generous support for other CrestClean franchise owners, James and Patricia also offer valuable advice to those new to the company. They say the key to their success is their commitment to exceeding customer expectations.
“Do more. The customer always notices. We do things that aren’t part of our schedule of duties out of kindness and respect for someone else’s work environment,” Patricia.
James echoes Patricia’s words and adds that strong customer relationships are the backbone of their successful business.
“If you form relationships with your customers, you’re not just someone who comes and cleans their workplace. They know you well,” says James.
Danny Mastroianni considers James and Patricia to be a revered franchise team in Central Otago. Their professionalism and focus on customer relationships puts them in the top three for Best Franchise of the Year every year.
“It has been a pleasure for me to have this amazing couple in my team all this time.”
