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When Richard and Diane first walked into a Ripples store as customers more than 20 years ago, they had no idea the visit would eventually lead them to running their own bathroom showroom.

The couple were having a house extension carried out and had gone to Ripples for their own bathroom. They were impressed by the showroom, the design service and the experience of working with a designer that they felt really listened to what they actually wanted as clients.

For Richard, who previously had a career in the Air Force and at Panasonic, the experience planted a seed. Later, when he was looking for a new career direction, the Ripples model provided a possible answer.

Fast forward more than 20 years, and Richard and Diane are still at the helm of Ripples Newbury, having grown the business from a fledgling showroom into a £1m operation. Along the way, they’ve navigated recessions, evolving customer expectations and the challenge of working together as a married couple.

But when the Garnetts joined Ripples, the franchise network was a very different size. They were only the 14th franchisee, and although they both came from outside the sector, the couple believe that their lack of pre-existing industry knowledged ultimately proved to be an advantage.

“We were very keen to listen to Paul and to Roger and the team, and the advice they gave us was golden,” Richard recalls. “We spent a few weeks learning the ins and outs of the business at the Ripples showroom in Bath, and then with Ripples’ help, we were able to open our own showroom in six weeks.

“At first, we were just looking for a stable business that could pay the wage. Then it was all about looking for growth and how we could strengthen the business.”

They began looking much more closely at turnover, margins and overheads, and made a significant change to their showroom. Nine years ago, they moved into a smaller premises, almost halving their rental overheads while also benefiting from a newer, more efficient building.

The smaller showroom also proved easier to manage. With 10 display bays rather than 21, the team could keep the showroom looking current and ensure every display remained in top condition.

One of their early targets was “Project 250”, an objective to increase turnover by £250,000, taking the business from around £500,000 to £750,000. Once that point was achieved, attention turned to the £1m mark. The business eventually reached that milestone as well, with Diane describing it as one of the couple’s proudest achievements. 

“When you start out, reaching that point just seems like something you can only dream of, but it’s definitely been a highlight for us,” she explains.

And the couple say that their success is mostly down to what they see as their showroom’s biggest strength: its people. They believe the customer experience starts before a design is even discussed, with the welcome, the atmosphere, the showroom itself and the willingness of staff to engage.

“It’s the designer,  it’s the service that we provide and listening to our customers’ stories, that’s what’s really important,” Diane says. 

After 20 years, the Garnetts’ say their relationship with Ripples is another key aspect of their success story. And as the business has grown, that relationship has evolved as well, with the Garnetts now benefiting from the strength of the wider Ripples network and contributing their own two decades of experience.

But what would the couple say to someone stood where they once were? For a start, they’d encourage them to go for it – while understanding that owning a business brings responsibility as well as freedom.

“That’s what being self-employed is all about, ultimately,” Richard says. “Even though we’re a franchise, the showroom is still our business, and it’s great to know that if you work hard, you can earn the rewards.”

“And it’s quite empowering,” Diane concludes. “You can be as successful as you want, so long as you’re willing to put the work in. Owning our own business has made us so proud, and a lot of that has been because of the support we’ve had along the way from Ripples itself.”

To find out more about becoming a Ripples franchisee, contact Paul Crow at [email protected]

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