In business, the “right time” doesn’t always arrive wrapped in perfect conditions. Sometimes it shows up during a downturn, when confidence is tested and decisions matter even more. For Raymond and Julie, that moment became an opportunity to step into Flooring Design Kapiti and to build something lasting inside a franchise system that offered structure, support, and a proven path forward.
By the time they came across the opportunity, Raymond and Julie weren’t new to flooring. They were already operating in the industry, running a flooring store in Hastings during the last recession. When Flooring Design Founder – Tony Yeoman mentioned that Flooring Design had a store in Kāpiti that needed an owner/operator, they leaned into a straightforward mindset: why not give it a go? It was a decision driven by experience, determination, and the desire to build a business with the strength of a recognised brand behind them.
They took ownership in March 2010. What stood out from the start wasn’t only Flooring Design’s market presence, but the people and systems supporting the network. Raymond remembers Tony’s optimism and belief in the opportunity, and Julie recalls the reassurance of knowing they wouldn’t be doing it alone. Having advice on how to operate and a framework that helped guide the business day-to-day made a real difference, particularly in those early stages where the workload is high and every decision counts.
For Raymond and Julie, one of the strongest advantages of the Flooring Design franchise model has been practical, hands-on support. The accounts function helped bring clarity and confidence around the financial rhythm of the business, including support with paying bills, and there was also direct encouragement to stay focused on what drives results: getting out, meeting customers, and making sales. It’s the kind of support that doesn’t remove responsibility from the owner/operator; it strengthens it by providing structure, accountability, and expertise when you need it most.
Over time, they’ve also seen Flooring Design grow significantly as a brand and as a network. They describe a franchise system that has “grown extensively,” with smart operators coming into the group, buying businesses, and sharing ideas that lift capability across the board. That sharing of real-world experience—what works, what doesn’t, and what’s changing in the market—becomes a valuable resource that independent operators simply don’t have access to in the same way.
Like any retail business, supplier relationships play a major part in performance, and Raymond notes that you learn quickly where your best support sits. Being part of Flooring Design has helped them navigate that landscape while benefiting from a brand that continues to strengthen its position in the flooring market.
Kapiti itself has been a strong place to do business, and Raymond and Julie have watched the local market evolve over the years. There was steady growth year on year, then the COVID period saw demand surge dramatically, the “everything exploded” phase many home improvement retailers experienced. More recently, they’ve felt the impact of tougher economic conditions, with slower progress over the last 18 months. What stands out is the discipline and consistency they’ve maintained through all cycles: even as conditions shifted, they’ve kept performance on target by focusing on customer service, operational control, and doing the fundamentals well.
Ask them what they’re most proud of, and you’ll hear one theme above all: people. Over the journey, they’ve learned the value of building the right team, not just technically capable, but confident, customer-focused, and motivated to close the sale. Today, they credit their staff for bringing excellent knowledge, strong sales ability, and great energy into the store, the combination that turns a good operation into a great one.
Professionally, the journey has been one of continuous learning, the kind that only comes from being in the arena. Julie talks about the importance of learning to please clients, accepting feedback (even when it feels undeserved), and operating with a customer-first mindset: “The customer is always right.” That philosophy, paired with growing product and industry knowledge over time, has helped shape the way they run the business and lead their team.
Just as importantly, they’ve valued being part of a franchise community where you can share the highs and lows. Flooring Design’s regular meetings provide a confidential environment for shop operators to express concerns, learn from others, and stay connected. For owner/operators, that combination of independence and support is powerful; you’re in business for yourself, but not by yourself.
Raymond and Julie’s experience reflects what Flooring Design aims to offer new franchisees: a proven brand, practical systems, a supportive network, and the opportunity to build a strong local business with real community connection. Their journey shows what’s possible when committed owners apply themselves, lean on the right structures, and keep learning, year after year, through every market shift.