24-year-old manager began as a hostess and credits an emphasis on service for first-year success

BY KEVAN O'BRIEN

De Dutch Pannekoek House Restaurants Inc. has delivered on a promise made last year to carry out its largest business development plans in over a decade with the opening of four new franchises since February 2010.

The latest opening was in mid-February when De Dutch began serving customers at its new location in Maple Ridge. It followed new stores in South Surrey, Vancouver's West Side and in New Westminster.

De Dutch president Bill Waring praised the new franchisees, and passed on congratulations to the youngest.

Michelle Kendall, 24, has managed her South Surrey franchise within its first year of operation to such a successful level that it is deemed a De Dutch case study for a winning business model.

Kendall's first-year sales were 20 per cent over her projected sales, with costs on or below budget "and a healthy salary for herself," Waring said. "She started as a hostess in our system at 17, became a general manager at 24 and acquired her own franchise shortly thereafter."

Kendall said she needed an investor to allow her to purchase the De Dutch franchise, but she credits an emphasis on service for making her 13-staff outlet such a success.

"I moved to the area so I get close to the community," she said, "and we put a lot of emphasis on making sure our regular customers are happy. You have to know your customers."

She said working within an environment that she was familiar with also provided an opportunity to hit the ground running.

"De Dutch is a proven business model that works well," she said.

It also comes down to hard work and attention to detail. Kendall, single, said, "I spend every day here [at the restaurant] and I am really picky about the food and the presentation."

The 35-year-old De Dutch franchise now has 21 B.C. locations, in the Lower Mainland, Vancouver Island, Fraser Valley, the Okanagan and the Cariboo. De Dutch Pannekoek House specializes in breakfast, brunch and lunch, offering a blend of European ethnicity in its menu.

The total investment for a De Dutch franchise is from $350,000 to $450,000, including an initial franchise fee of $30,000. There is also a 5 per cent royalty fee and a 3 per cent advertising fee.

from Western Investor, April 2011