AAA Meeting, Brands I love

Customer Service Hall of Fame – FRANKiE4 Footwear (plus a giveaway!)

Welcome to the Hall of Fame series to our AAA Meetings! It’s where we take a moment to take a closer look at favourite businesses out there that are killing it when it comes to happy customers and amazing service. Now it’s no secret I adore Australian label FRANKiE4 Footwear – I live in these babies and you’ll often see a picture of me loving them on Instagram or Facebook. I fell in love with these guys a few years ago, while swooning at fashion blogger pics. Then in December 2015 I was lucky enough to become a FRANKiE4 style influencer! Yep! Little ol me! It was game, set and match from there on! Talk about had me at hello!! Since then I’ve been banging the drum how awesome they are.

They’re all my FRANKiE4s! One pair just isn’t enough 😉

Life goals for 2017 is to grow my FRANKiE4 wardrobe… check out all that love right there!! Having such a diverse range of designs means my feet are pretty much spoilt for all occassions – work, play and even fancy. All the while the design is aimed to alleviate and prevent heel and arch pain along with many other common foot complaints. I swear, if ever there’s a day I don’t wear FRANKiE4’s, my feet sure know about it!

To get a closer insight to the genius behind the brand I had a chat with the gorgeous FRANKiE4 designer & owner Caroline McCulloch (not to mention a Podiatrist and Physiotherapist) and asked her a few questions about all things FRANKiE4.

How long has FRANKiE4 been in business?

Caroline with her adorable babes

I started developing in 2010, and had our first order on the market in 2011. Our first year we ordered about 200 pairs which was made in a Sydney factory and was sold in our 2 Podiatry clinics in Brisbane.  We’ve come a long way since then; we place multiple orders a year now and orders can be as large as 20 000 pairs.  We also now have over 60 stockists throughout Australia and New Zealand.

My husband, who is also a podiatrist, and I have owned and operated our two podiatry clinics that stock a wide range of footwear brands for the past 14 years.  So though FRANKiE4 is still a young brand I have been playing with shoes for quite a while now.

What made you decide to stock large sizes in ladies shoes? – bless your cotton socks for that by the way!!

It was frustrating for me trying to find shoes for my longer footed patients!  I really felt for them, being a size 12 or 13 foot their options are so limited.

Despite the expense, I pushed to have all our tooling/patterns/moulds to go up to a size 13.

Is staff training a huge priority for FRANKiE4?

Absolutely, it’s important our staff know the brand well.  To be honest though, I have found the best way for staff to understand and appreciate the product is to just get the shoes under their feet. Rather then shoving all the technical information at them, I’ll just tell them to go grab a pair they want so they can experience first hand the FRANKiE4 difference.   I use to be really strict on wanting staff to understand the shoe pitches, angles, material densities etc but I realised that you can get a bit bogged down with all that.  If my designs are good then product needs to sell itself. If staff wear the shoes they’ll believe in them, if they believe in the shoes they’ll confidently sell them.

Do you give back to the community at all that we may not be aware of?

I support Brain Child Organisation. We run raffles in-store to raise money. I had a scare with my boy in 2015. Hands down the worst time of my life, but we were so lucky that it was a false alarm, his brain scan came back all clear. I figured I was meant to go through such an ordeal to discover and support this organisation.  We raised over $1000 just last month.

Oh wow! So lucky it was just a scare. I love the idea of a raffle!

What’s the best part about working for FRANKiE4?

My team.  My husband. My customers.

My team kick arse.

I’m building a strong team that are capable, competent, can work independently and believe in the dream.  Armed with that sort of crew I can delegate delegate delegate.  I allocate my own time wisely on the areas of the business that need my direct focus, and slap myself on the wrist if I catch myself spending time on something that one of my staff can do.

I also love working with my husband.  I couldn’t do this without Al.  I wouldn’t want to do this without him. We both oversee different components of the business. I design and oversee marketing, he oversees the management of stockists and logistics. We work well together his strengths are my weakness’s and vice versa.

I am grateful everyday that we have customers who return time after time for more pairs.  The positive feedback and support really drives my motivation to hook into the next range.

Do you all your staff own a to-die-for FRANKiE4 wardrobe?

Our tribe get a pair each season. My girls that are a size 7 or 9 clean up because they are the sizes I do my sampling and size trials in so they get all these samples.

What’s FRANKiE4’s ultimate best seller?

My best sellers vary per month now. It use to always be our ELLiE style, and to be honest she was beginning to feel like a monkey on my back. She was one of the first styles I designed and at one stage I felt I would never be able to create a style better then her.  But now, each month the best seller varies. Check out the ELLiE’s below!

How good is Afterpay? Have you noticed this is a popular payment method customers like to choose?

Most of our sales have remained as just normal transactions but we are getting some of our customers opt to use afterpay.  It’s important our customers have the choice.

FRANKiE4 has such a great social media presence – what’s your secret?

I’m not sure if it’s actually any marketing strategy that is the main reason for our social media engagement   I think it’s that we are providing a product that women want, that women are happy with.  I do like working with bloggers, real women that I feel are a good fit with our brand.  That’s what my customers can relate to. I actually don’t even have a marketing manager, I manage the marketing, it’s good fun.

Can you give us any hints what to expect in next season’s swoon worthy designs?

We will be launching  a stack of new styles for winter next month; boots, brogues and new colours in our current best sellers. This is my best winter collection. It’s functional, versatile, modern.

Currently I’m neck deep in finalising a cracker Spring Summer range to be released later this year.  Watch this space  x

Ooooooooo!! Exciting!! I CANNOT wait to see the upcoming season greatness!! #drool  Thank you lovely Caroline for giving us a great insight in all that you do. It’s a no wonder FRANKiE4 is such a success with passion and amazing service as great as yours. FRANKiE4 will always have me at hello!

You can swoon over FRANKiE4’s current season footwear here. They have a very cool mailing list you can sign up to too, that’ll give you the heads up when new stock is arriving or there’s a sale on! You’re welcome!

Speaking of you’re welcome… the lovely FRANKiE4 team have an exciting prize for one lucky YHUAH reader… Are you ready?… Wait for it! One lucky reader will win a $180 FRANKiE4 gift voucher!! OMG!! How super cool is that?! It’s not even Christmas, but we thought a pair of pretty new footwear would be well deserved as you get back into routine this year. Why not do it in style and comfort 🙂 The lucky winner will get to experience the awesome service and heavenly footwear I’m very much in love with.

All you need to do is tell me about some AH-MAZING service you’ve had recently in the comments below! If someone is worthy of a shout out let’s here all about it. We’ll need a name of the lovely one who gave that great service as they’re in for a prize too. They’ll be given a movie voucher and a thank you card for being so awesome. Why not hey! Everyone needs a little praise, especially the ones going above and beyond.

Thinking hats on, don’t be shy! Wishing you all the best service for the weeks ahead 🙂

Love Jo xx

*** Disclaimer – This was a gifted collaboration, all thoughts and opinions are my own. Working with Caroline and the FRANKiE4 team is always an absolute pleasure! They are a team of sweethearts. My gifted FRANKiE4’s arrived today so be sure to be on my Instagram or Facebook page to admire them with me x

Competition Terms and Conditions:

This giveaway will close at 5pm Perth time on Monday 27th March 2017.
Giveaway is open to Australian readers only.
There will be two (2) winners. One reader and one for the awesome service giver (named). 
To enter, participants must comment on this post. 
This is a game of skill. The best awesome service story will be chosen shortly after the closing date and contacted via Facebook.
Once a winner is confirmed, You had us at hello will be in touch direct.
Prizes are non redeemable for cash and are non transferable.
This giveaway is not managed or endorsed by Facebook in any way.

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16 Comments

  • Reply Sammie @ The Annoyed Thyroid February 22, 2017 at 1:03 am

    I couldn’t wait for this month’s meeting because I was on the receiving end of some awesome service this month. My friend had a baby a couple of week’s ago but I didn’t know what to buy because we didn’t know the sex of the baby until s/he arrived. After I’d met the baby a week after her arrival into the world, I decided I wanted to get baby milestone cards but we’d already missed the 1 week mark. I contacted Hannah via her Etsy store https://www.etsy.com/au/people/nearagirl who moved heaven and earth to get the cards delivered door to door in less than 2 days. She organised express post (especially for the order) gift wrapped the cards and even made a beautiful hand made and hand written card to send with the gift. It’s not often you get such personal and first rate service (for no extra cost!) and the best bit was that my friend was thrilled and Baby M got to have her 2 week milestone snap complete with her milestone card 🙂

    • Reply Jo February 27, 2017 at 3:28 pm

      I’m loving this story! What a kund lady Hannah is 🙂 Aw! Gotta love those milestone cards. Wish they were around when my kids were little – I was too busy chasing after them to rememeber – haha! Gorgeous little shop – nice one Hannnah xx

  • Reply Melinda February 22, 2017 at 1:10 pm

    I’m in love with these shoes! The boots especially- so nice to hear the behind the scenes story too! I’d like to nominate my hairdresser, Tracey, at Ejiri Hairdressing in Mudgeeraba (QLD). Apart from being an amazing lady she gives a fantastic hair cut (I’ve got curly hair- it’s not easy to cut!) AND does a little reiki on my ridiculous head every time I go in. The last time I saw her I had a disgusting head cold. She mixed up an essential oil blend to help me breathe easier and then set me up with some natural medicines to ease my throat and congestion before we even got to the state of my hair. Now, I’m definitely more into Western medicines, but this woo woo stuff actually did the trick. Apart from a little sniffle, by the afternoon I was operating back up to 95%. And I looked pretty amazing! She’s not just a hairdresser, she’s an energy and health healer!

    • Reply Jo February 27, 2017 at 3:26 pm

      Oh what a darling! That’s so sweet of Tracey to look after you like that. Those essential oils are pretty kooky like that hey 🙂 How awesome you felt your old self in no time – wow!! And to think what medicines we happily swallow for the same result. Hmmmm! Nice one Tracey xx

  • Reply Hugzilla February 22, 2017 at 6:23 pm

    Oooooh I’m a size 9!! I need to go work for FRANKIE4 so I can get all that awesome sample action. LOL.

    • Reply Jo February 27, 2017 at 3:21 pm

      You’d love it Hugz! Hope you have an awesome service story coming my way soon x

  • Reply Kylie Purtell March 1, 2017 at 7:48 am

    That’s it, I’m sold. I’ve been looking for some new shoes for ages, I need something that is comfortable to wear for hours on end when I’m shooting a wedding or longer family shoot, that won’t aggravate my plantar fasciitis or destroy my heels with blisters & rubbed skin. I think it’s time to take the plunge and order some to try!

  • Reply Bec Senyard March 24, 2017 at 2:09 pm

    Well I organize a delivery of a parcel down south and the driver of the transport company messaged me to say he delivered the parcel and left it at the door for the recipient. You don’t get a message directly from the driver so I was very impressed. As for Frankie 4 gift voucher, I’d use it myself to get a pair of those gorgeous Tan Salli boots. Not sure the truck driver would wear Frankie 4’s…

  • Reply Hugzilla March 24, 2017 at 2:11 pm

    LOL the best service I have had lately was from the lady at Salvos! And when I say “lady”, I mean she was *coughs* around my age…. I went up to the counter to buy a copy of the “School’s Out Degrassi High” DVD for $3 (score!) and she got so excited. We ended up talking about it for 10 minutes: laughing about our mutual love of Joey Jeremiah and quoting all the best lines from the entire series. We also ended with a rousing singalong of the Zit Remedy’s “Everybody Wants Something”. It was ace!

  • Reply Tennille Dumbell March 24, 2017 at 2:33 pm

    I’m a big fan of Frankie 4 shoes after undergoing foot surgery last year! I do have a few pairs but as Caroline said, you can never have enough and I’ve nearly worn through my first pair of Ellie’s 🙀.
    I work for a retailer who prides itself on amazing customer service so I’m very picky when I am out shopping for goods and services as I have such high standards 😊. I’m always blown away by the service of the Frankie girls at Indooroopilly but my service award goes to…Sky at Beauty Full You, a home based beauty salon. She always has a smile on her face, is genuinely interested in your day and life, and makes you feel relaxed and frees you from “stressed mummy/wife syndrome”, if only for 10 minutes of waxing. I’m all for supporting local and WAHM!

  • Reply Elle McPherson March 24, 2017 at 2:34 pm

    Righto jo.. i cannot wait to get my hands on some frankies… as u know i been thinking long and hard and i couldnt believe the one person that deserves a prize was right there in front of me… geraldine from michael hill albany.. this lady is an absolute gem! Not only did she fully organise with my husband over many months to track down the perfect engagment ring all done via text messaging as they had to keep it on the down low from myself she organised my wedding band which again my husband was picky about and then she even sent my husband a picture of a set of earrings she knew i would love for chrissy that i could wear for our wedding.. she never forgets.. everytime i walk past the store she rushs out with treats for my kids and can never do too much to help.. shes just amazing and i couldnt bring myself to go to any other michael hill store as i just adore this personal service she has always provided us..

  • Reply Lisa March 24, 2017 at 3:32 pm

    I would love a frankie shoe collection, from what you have said once I own a pair I’ll be buying more.

    Amazing service, well on our way to Perth last night we stopped in at the All day Cafe in Narrogin and their service was AMAZING! Their kebabs are the best and freshest we have ever eaten. We have found a new favourite. The staff were friendly and even tho they were busy the food came out quickly and fresh. Definitely a winner for us 😀

  • Reply Family Pets and Aquariums March 25, 2017 at 4:44 pm

    It’s been my sons wish for many years to have a cat. However he is allergic.
    As we are moving from a rental to our own home in 2 weeks, we have been in ‘cat rescue’ mode. By chance I passed by a Pet Shop in a suburb close to mine last week. In the window a female Russian blue cross. These cats are less allergic if you have a mild cat allergy. Allegedly.!!!
    David the pet shop owner was just the best. He and his wife Kathleen chatted with me for ages about my sons reactions to cats. He then allowed my son to come in after school and cuddle the cat for as long as required. Go away and gage his reactions, return and cuddle another of his rescue kittens so we could then gage that reaction. He then allowed us to go away and make a decision with the family about this gorgeous little cat. All the while putting her on hold for us, as there were many people interested in her. With a very heavy heart and a very runny nose, my son chose NOT to take this kitten or any kitten as he feels the reaction is just too much. The next morning I made contact with David and let him know we would not be taking the kitten. He was so lovely and understanding. He was just so lovely and accomadating for us to make a well informed and no pressure decision. I would highly recommend this gentleman for any pet needs.

  • Reply Tash March 26, 2017 at 10:11 am

    My best service this month would have to be from Next. I ordered Mr TT a bundle of new season clothes that he could wear to kindy (clothes like track pants, a hoodie and long sleeved tops that he could happily spill paint on and get grubby!). Apart from easy ordering, I was kept up to date with my parcel which I ordered in a Friday and it was on my doorstep by Tuesday. Sounds just like the excellent service from Frankie too!

  • Reply Emily March 26, 2017 at 4:43 pm

    Entering on behalf of my mum who has chronic pain in her feet and would LOVE a pair of Frankie4s! Funnily enough, my example involves her too. We went shopping at Motto recently and they were FABULOUS. Great service, great suggestions, and mum ended up falling for a dress she wouldn’t have looked at twice on the rack. She’s actually still deciding whether or not to buy it – we left with nothing after taking up an hour of their time, and they were nothing but lovely and gracious about it, even offering to hold the dress for a week while she decided. A++++ service!
    Thanks for hosting the giveaway x

  • Reply Kirsty March 27, 2017 at 12:53 pm

    I’m sure my arms aren’t made from stone but getting blood from me is tricky! After feeling unwell for a while, late last year I was ordered to have some blood tests. At the time I attended two pathology centres where after a go at getting a vein was unsuccessful, I was sent away and told to maybe try somewhere else. I was so distressed about it and what I did was tuck the pathology slip away and I didn’t go back to the doctors like I should have. Big mistake!

    In late Feb I wasn’t feeling so crash hot again. I didn’t want to go back to the doctors without having the tests. So I pulled out the pathology slip and this time I walked into Clinipath Pathology at 713 Hay Street Perth. This is where I was seen by a pathology collector named Yvonne. With all the writing on the request form from the other pathology centres, the first thing Yvonne asked was where else have you been and what have they done? I then told her about my difficulties. Talk about AH-MAZING! Yvonne got a vein first go!

    BUT THEN…

    Yep, I fainted! Not sure if it was because I was unwell, fasting, the heat, the stress or the combination. But Yvonne really looked after me, go the blood needed and I can’t thank her enough. She had me on a bed and cold compresses on me in a flash. She asked me about why I was having the test and even shared her personal story with me while she got another vein to get the blood needed. I think all up I was there for about 45 minutes. She didn’t send me away, after everything, she even welcomed me back! At the time I didn’t know the workers name but after seeing this post and being so grateful for her kindness and assistance, I called Clinipath to put in a complement. That’s how I discovered just who this kind lady was.

    Heath professionals do a wonderful job in general but on this instance the worker went the extra mile. These professionals are up,down, on their feet all the time preforming their duties of care. They are the kind of people who could do with AH-MAZING supportive and comfy FRANKiE4 footwear.

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