Ripples franchisees (and husband-and-wife team) Kim and Michel Marcer have premises in both Bath and Bristol – here they reveal how they expanded their thriving business and offer their top tips when going from one showroom to 2.
Q: What inspired you to open a second showroom, and how did you know the time was right?
Kim: We’d already had our Ripples showroom in Bristol for several years, so when the opportunity arose to take on Ripples in Bath, the timing felt right to expand. Jumping on this opportunity meant we could maximise our trading area, allowing us to capture a wider audience and strengthen our presence in the region.
Q: What were the biggest differences between launching your first showroom and opening the second?
Michel: The biggest difference is experience. The first time you open a new showroom – or any business, for that matter – you don’t really know what to expect and it can feel overwhelming. The second time, you’re much more savvy. You know what you want to display, how to interact with customers and you already have strong relationships with suppliers. It’s a bit like having a second baby – it’s still a big commitment, but it’s far less of a shock to the system!
Q: How do the Bath and Bristol markets differ, and how do you tailor your approach to each location?
Kim: Bath has a lot of ‘old money,’ so we handle those enquiries differently from Bristol. Clients tend to take their time a little more and there’s a strong appreciation for heritage and timeless design. Customers like the fact that Ripples was founded in the city of Bath nearly 40 years ago and that we’re still here today.
Michel: In Bristol, the showroom has been established for so long that we benefit from a high level of repeat business. Half the battle with new clients is earning their trust, but because Bristol has been there for longer, we have a solid base of returning clients and generate many new ones through recommendations.
Q: What are the key benefits of running 2 showrooms instead of just one?
Michel: I wouldn’t go back to having just one, as there’s perhaps more pressure on a single showroom to perform. With 2, you can spread any potential risk while keeping all the rewards.
Kim: We also use the 2 showrooms in conjunction. If a customer sees something in one showroom but wants to explore more of our product collection, we can direct them to the other. Our senior designer works across both locations, ensuring continuity in our design approach.
Q: Have there been any unexpected challenges in managing multiple locations?
Kim: Running your own business means there will always be unexpected challenges! The biggest is getting both showrooms to perform consistently month after month, but it’s a challenge we really thrive on.
Q: How do you divide your time between both showrooms?
Michel: We’re quite regimented. Every Monday, we’re always in Bath, as that’s when we plan for the week ahead. That also allows our senior designer to be in Bristol, ensuring everything stays on track there. Then later in the week, we switch. We make sure that Kim, our senior designer Neil, and I work across both showrooms every single week.
Kim: Customers like consistency and with a structured schedule, they know when and where to find us. Thanks to our technology, we can also work seamlessly across both showrooms from either location.
Q: How do you ensure consistency in customer service and design quality across both locations?
Michel: We stay highly involved in what’s happening at both showrooms. We take an active interest in design and product selections and work closely with our team to ensure everyone is aligned. Communication is key – we're always listening to what’s going on and making sure no client feels overlooked.
Q: How has running two showrooms affected your work-life balance?
Kim: Michel has always been quite strict about setting boundaries, which helps! You do have to spread yourself thinner, but we have a cut-off point at home – we deal with challenges straight away and don’t let them take over our personal time. We balance each other out well.
Q: Is there anything you wish you had known before expanding?
Kim: Not really, because we’d done it all before. We’ve seen it all before!
Q: What advice would you give to someone considering opening multiple showrooms?
Michel: You need to have clear goals. Why are you doing it? What do you want from the business? Some people want to spread their risk and not have all their eggs in one basket, but you have to have the right mindset and clear objectives.
Kim: It’s exciting, but make sure you’ve got a few years under your belt first and a great team around you. That support system is crucial.
Q: What qualities or skills do you think are essential for successfully managing 2 locations?
Michel: Resilience, organisation and ambition. You have to be driven to make it work.
Kim: And you need to love what you do – passion goes a long way in making a business successful.
