Opening a business can be intimidating. From acquiring inventory to establishing a customer base, there may be challenges along the way. That’s why Winmark provides its franchisee partners with support before, during and long after their grand opening.
Celeste Nel, the owner of a Once Upon A Child location in New Brunswick, Canada, knows this firsthand as the store recently celebrated its first anniversary.
“The idea of doing this from scratch is quite overwhelming,” she said. “I feel like we get a lot of information. Everyone has feedback about what we can maybe achieve in the store.”
Accessible and Ready with Answers
Celeste had been her own boss previously, working in accounting and finance. The mother of two became curious about Once Upon A Child after her family relocated from Manitoba to Moncton, a city of about 80,000 people roughly 300 miles northeast of Bangor, Maine.
Celeste’s store in the Mapleton shopping area is one of only three in the province of New Brunswick. The community's enthusiastic response to the idea of a store offering quality gently used children's clothing, toys and gear led to strong demand. Families were eager for an affordable and sustainable option for their children's needs, and excitement quickly spread throughout the area.
During the “open to buy” phase, where customers bring in their goods for the franchise to purchase, Celeste recalled feeling overwhelmed at first. But Winmark provided consistent support, answering questions and offering guidance on how to improve efficiency and manage store operations to Celeste and her team.
Launched more than 35 years ago, Winmark has about 1,350 franchise locations across North America, so their team had answers for all of Celeste’s questions. Even after a year, their support continues. The company checks in with her monthly, usually to discuss trends and inventory management tips, but they’re available whenever needed.
“Their technical support is great. I sent an email last night and got a response in 30 minutes,” she said. “In the beginning, they were patient for hours on the phone as we got everything hooked up.”
A Village of Support
Being part of a franchise means maintaining brand standards while also having the flexibility to engage with the local community. Celeste has embraced this balance by sponsoring fundraising events and organizing a special appearance by a costumed Spider-Man at her store’s grand opening.
The Winmark team provided not only resources and guidance on promoting the grand opening to increase visibility but also hands-on assistance on opening day. Winmark's support staff assisted with troubleshooting, encouraging Celeste and her team, and even captured candid photos of the event to allow Celeste to fully experience the milestone.
With Winmark’s ongoing support consisting of at least two dedicated visits to her store and a direct contact to partner with when it comes to questions or ideas, Celeste and her team continue to thrive, confident in the knowledge that guidance is always available.
Work has become a family affair, with Celeste’s 4-year-old son thinking the store is “the ultimate playground” and her 11-year-old daughter helping with social media.
But mostly, Celeste loves being part of the Moncton community.
“We see some of the products people have bought, and how they come back around,” she said. “It takes a village to raise kids, and they’re glad we’re part of the village.”
In its own way, Winmark has a village, too. “They’ve probably seen it all, and if not, we will together,” she said.
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