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Franchise wins on customer service

“It was just a small lettings business,” he says, “but the product I put together seemed to be so successful that I decided to grow it dramatically.”

Goddard currently has more than 140 franchises in operation across the UK and they generate fee income of £20m. “Last year we brought on 29 new franchises and this year we’ve added 25,” Goddard says.

“There are many lettings agents out there; I base my system on differentiation from the majority by customer service. Rather than differentiating myself on price or cutting corners, I would provide a first class service and charge more and that has worked fantastically well.”

Goddard is a stalwart of the British franchising community and has been chairman of the British Franchise Association since February.

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