Optic-Kleer Franchisee Case Study Feed

Last updated: 18-May-2018

Optic-Kleer ticks all the right boxes! - 18-May-2018


Name: Laurence Lagden
Location: Swindon
Franchise: Optic-Kleer
Date launched the franchise: 2015

Can you tell us a bit about yourself and what you were doing prior to buying your Optic-Kleer franchise business?
I worked for many years as a parts manager for a well-known German car manufacturer.

Can you also tell us about Optic-Kleer franchise?
Optic-Kleer is an established franchise that specialises in repairing chipped windscreens.

Why did you go down the franchise route? What made you choose you’re the windscreen industry? And why did you choose an Optic-Kleer franchise?
I first heard about Optic-Kleer when I bumped into my ex-manager. He was working as an Optic-Kleer franchisee in the carpark of a store near to where I was working.  I stayed and watched him go about his business and he told me more about the Optic-Kleer brand.  When things progressed at work, I decided it was the right time for a change.  Still impressed with what I had heard and saw that day about Optic-Kleer, I decided I wanted to know more. 

From there, things escalated quite quickly.  We met with the franchisor who told us more about the business and how it worked, as well as the financial site of it.  It ticked all the right boxes for us.

What training and support did you receive initially and ongoing?
The training was enjoyable and worthwhile. I spent four days at Head Office. As well learning how to fix the windscreens, we cracked lots of windscreens and then repaired them, we also covered the day-to-day running of the business and the regular paperwork I needed to do. The whole team made me feel very welcome.

How would you describe your day-to-day role as a franchisee?
A typical day with Optic-Kleer is: I arrive on-site, not too early, between 9 and 9:30 in the morning. I put my canopy and signs up, and my toolbox out and ready to go. I come from a customer service background, where everything was about providing excellent service. I have brought this with me to Optic-Kleer, so when I talk to customers, I talk to them properly. I think I come across quite well. I get good feedback from my customers and told I do a very professional job with a friendly service.

It’s amazing the diverse range of people you can meet in a carpark! A lot of people ask me about the franchise, the branding and how long I have been doing it. I enjoy this aspect of the business, meeting new people and learning more about them.

What challenges have you faced?
Being self-employed for the first time was scary. A lot of people asked me before I left my previous employment, do you know what you’re doing? And, reminded me that, if you are not working you don’t earn. All these big scary phrases were being thrown at me, but I can honestly say, it has been the best move I’ve made. I like the freedom to choose when I work. Okay if I don’t work, I don’t get paid. But when I do work, I get paid a decent amount of money. It’s fantastic. I don’t have to worry about who else is on holiday and I can take time off and I can work when I like. If you put the time and the effort in, you will be rewarded.

What are some of the USPs of the Optic-Kleer business?
With the Optic-Kleer Franchise, you don’t need to go knocking on people’s doors, or make cold calls, or place newspaper adverts. There is no hard sell. We are an established business and people get to know you quickly in your local area. People come and find us. We get loads of repeat customers because of the way we deal with customers and the repairs we do. The quality of the repair is way above anybody else. We don’t have to go out there and advertise, people drive into the car park, and the branding that we have stands out. People see us. We don’t scare people away, the branding draws people in and when they start talking to us they see how it works. It’s just money in the bank.

In your opinion, what makes a successful franchisee?
To be an Optic-Kleer franchisee you don’t need previous experience or qualifications what you do need to be is friendly and approachable. 

And as you are dealing with people’s insurance companies, you need them to know that they can put their trust in you. You gain all that trust because the branding is right, the way you look is right, everything is right. When people trust you, they are happy for you to contact their insurance company on their behalf. You don’t need a huge skill set, you don’t need to be a salesman, all you need is to just be able to talk to people and the repairs will look after themselves.

You also need to be disciplined and self-motivated as you need to get up in the morning even when it’s cold, wet and horrible.

Enjoying life as an Optic-Kleer franchisee -


Name: John Speare
Location: Suffolk
Franchise: Optic-Kleer
Date launched the franchise: 2011

Can you tell us a bit about yourself and what you were doing prior to buying your Optic-Kleer franchise business?
I am the franchisee for Optic-Kleer Suffolk. Before joining Optic-Kleer, I had a long career in retail.  Unhappy with what I was doing, I knew I wanted a change of career and had always been interested in running my own business.  A chance encounter with Optic-Kleer came at the right time for me.

Can you also tell us about Optic-Kleer franchise
Optic-Kleer specialises in windscreen repair.  It is a van-based franchise that is located in supermarket and DIY store car parks. One of the key benefits for me was that customers come to us; our distinctive branding attracts them as well as our convenient locations mean that it is a hassle-free service for our customers.

Why did you go down the franchise route? What made you choose the automotive industry? And why did you choose an Optic-Kleer franchise?
I had been unhappy in my job and for a long time I had thought about running my own business. I liked the idea of franchising as it allowed me to have my own business whilst working under the safety umbrella of an organisation.

It was by chance that my brother-in-law had his windscreen repaired by an Optic-Kleer technician.  Impressed by the service he received and the nature of the business, we decided to investigate the opportunity for ourselves. After meeting with the franchisor, David Overton, we were further impressed and decided it was the right business opportunity for us.

What training and support did you receive initially and ongoing?
The training was thorough and very enjoyable.  Through David and his team, we learned all we needed to know about windscreen repair as well as the day-to-day running of the business. I loved learning about the business and was extremely keen to get started. 

Hearing from David was very insightful as he had started off as a franchisee himself before working his work up to become Director and owner. His knowledge of the business has been invaluable to us. David was with me on my first day supporting me with my first customers.

The day-to-day support I receive from the girls in the office is second to none. They process all our transactions for us and are always available if I have any queries.

Also, other franchisees.  I have always made a point of speaking to other local franchisees.  It is great to be able to share best practice and bounce ideas off each other.  It is a great support network for me.

What are the key USPs of the Optic-Kleer business?
Branding! Once you’re set up with the marketing materials provided with the franchise, you really do attract a lot of customers and you don’t have the hard sell at all. People will come to me to make an enquiry and so you don’t have to really push for a sale.

Another is our high standard of repair. Even if I say so myself, it is excellent.  Customers may come to me thinking they need a new windscreen and then I’ve fixed it for them at a fraction of the cost.  It gives me a real buzz to see their satisfaction.

How would you describe your role as a franchisee?
Although each day is essentially getting up and going to fix customers windscreens, it can be quite different. You get to meet and chat to people from all walks of life; I enjoy speaking to people so it is never a chore. The process of fixing the windscreen becomes secondary. To get people to get involved with your business and to agree to have their windscreen fixed by you because of what you said and the way you are, is great. It gives you a buzz. And on the back of that you are earning a living which is what we are all in it for.

In your opinion, what makes a successful franchisee?
You don’t need any previous experience or qualifications, just the ability to talk to people, be able to negotiate and sell a little, whilst providing an excellent level of customer service.  As it is your own business, you need to be self-motivated to go out do the job each day and enthusiastic about it

What are your plans for the future?
Since David took over the business it has gone from strength to strength. The direction the business is moving forward in is very exciting. And I am really, really encouraged about the future.