Operators Sandra Sanches and Raquel Guerra are a mum-and-daughter duo who run Aussie’s Epping location in Northern Melbourne, alongside sister and aunty Ana Sanches.
Here, the team has driven home the importance of community. As a locally operated business, connecting with clients to deliver outcomes has become a key component of its story. Cementing itself in the local community and driving home the spirit of supporting your local has been a key message of the Epping branch.
“We’re here, we’re present. Anyone can pop in and see us. We’re still available online and over the phone. So, we want to be able to provide flexibility and options for customers. But a lot of customers like that face to face. They like to be able to walk in to a branch and know that we’re here to assist with their inquiries, answer their questions. It makes it more human,” Sanches said.
While the opportunity to become a pillar of the local community is there, it doesn’t come without some initiative. Getting the Aussie name out there has been a key consideration for the team.
Guerra said: “Having exposure in your local community is really important. Going out and meeting everyone that was in our corridor in the plaza, which is where our store is based, was really important to make our presence known, create friendships, and deal with people in different industries, because obviously, there’s a lot of different businesses in the same plaza.
“We also will be teaming up with the Northern Bullants. So that’s a football club in the northern [Melbourne] area. And again, that’s where we can connect with a lot of different people in a lot of different age groups that represent a lot of different networking possibilities. So, I would say it’s really important to get our name out there and be approachable and make friendships and different relationships with different businesses.”
It’s really important to get our name out there and be approachable and make friendships and different relationships with different businesses
Through promoting community and encouraging clients to speak face to face, you’re eliminating the exclusion that can come with digital-only services.
Sanches said: “We need to cater to all demographics, and not everybody is savvy when it comes to uploading documents online and being able to do things electronically. So, a lot of customers still prefer dropping in documents, coming here and obtaining our assistance with certain things that do require online engagement, but we’re here to kind of assist those customers. So, I think it’s important to be able to cater to the demographic of people who prefer face to face and being able to just pop in.
“It’s important to evolve and grow and cater to that demographic that is keen to use technology and knows how to use it, without forgetting, of course, those who aren’t as skilled in that area.”
The benefit of developing a local, family-owned business through a franchise like Aussie is that the name is already known. Trust has been built and you can piggyback off of that to drive growth.
“Getting a home loan or buying your first home, or refinancing, it’s very important and you need to have your client’s trust. So, I think working with a brand that’s so reputable is really important because it already gives people the confidence before they’ve even had met you and worked with you … It’s been very helpful leaning on that brand and having that behind us,” said Guerra.
