Green ‘Jim’s Mowing’ vans and trailers parked outside neighborhood laws in need of maintenance across Australia, New Zealand, the UK and Canada are a common sight. What started out as a one-man-band, has expanded over 40 years to 4 300 franchisees, an annual turnover of A$500 million ($521m) and the capacity to service a staggering 35 000 customers a day. But that incredible success didn't happen overnight. It was based on clearly defined service standards; a genuine passion for people and an obsession with asking the same question every day – “How can we do better?” We caught up with the man behind the franchise, David "Jim" Penman, to find out more...
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