Bernard and Kylie Coppens operate the Andersens franchise in Hervey Bay, Queensland. Kylie and Bernie took on the business in 2007 from Kylie’s mother and father, who until then, had the Andersens Franchise for 15 years. As a family run and owned business, they are extremely proud of being a familiar name in the community for over 32 years. Today, the business employs ten staff and works with ten contractors.

Located within the picturesque Fraser coast, the Hervey Bay stores catchment area has seen remarkable growth. Hervey Bay’s stunning beaches, great weather, and laid-back lifestyle has made it a popular destination for people seeking a change from city life especially after the pandemic; and retirees who find the climate appealing.

The store’s catchment area currently consists of 115,000 residents which has allowed the outlet to grow with their community. The city’s population has grown from approximately 16,000-20,000 residents in 1989, to around 65,000 today. By 2030 it is expected to grow to 75,000! While the popularity of renovations in their area has started to decline, new and commercial builds, especially within the health and retail sector look to grow which makes for new opportunities within the region.

When asked what sets the Hervey Bay franchise apart, Bernie answered, “We’re big on customer service here. I’ve always believed that if you look after people they will look after you and this goes for our staff as well. Everyone sells a similar product at a similar price so what we offer in addition is what sets us apart from others.” Bernie believes that the quality of workmanship they provide is also a part of that service, and having the right stock availability also matters. “Through the Andersens group we have full control.” states Bernie.

Kylie, who looks after the administrative side of the business said, “We try to make our customers’ shopping experience one that builds lifetime relationships, covering not only their floors and window coverings, but also the interiors of their children’s and grandchildren’s homes.” The store’s customer satisfaction is very high, demonstrated through dozens of glowing reviews which shows they are doing everything their customers have grown to expect of an Andersens store. “We don’t over promise, and we don’t under deliver. Our customers get exactly what we say they will get.” States Bernie. One customer wrote, “These guys should write the benchmark for customer services.”

Bernie is well known within the Andersens network for championing skills and training and for employing apprentices. The pair recently celebrated their own son completing his flooring apprenticeship and him becoming the third generation of family to join the business. Their success with prioritising training is evident in the feedback received from TAFE stating that Andersens Hervey Bay apprentices are the front runners in the class and most often complete the theory block earlier than their peers. In addition to trade skills, most of the sales staff have also completed interior design training to assist their customers in making the right choices.

In addition to running the franchise, Bernie is also currently chair of Andersens Franchise Advisory Council and he genuinely believes the Andersens group collaboration with their franchisees is one of the best in the industry.

Outside of ‘work’, Bernie and Kylie spend time with their family which includes a new grandchild. They holiday when they can and are committed to work-life balance, not only for themselves but for their staff as well. Bernie is concentrating on growing the business and their team, with an additional future store not out of the question. Whatever the future holds, Kylie and Bernie’s commitment to service will continue to be recognised and Andersens Hervey Bay will always remain a familiar name.

Flooring Magazine – Oct/Nov 23