Originally published on Franchise Canada Online
As a master franchisee with Anago Cleaning Systems, Rafiq Punjani shares how he finds success while juggling multiple responsibilities
Owning a franchise is about more than just the service it provides. For Rafiq Punjani, the master franchisee of Anago Cleaning Systems in Manitoba, the job is about building relationships, making impactful decisions, and contributing to a larger mission of excellence. His days are dynamic and filled with a balance of business strategy, customer engagement, and personal development.
The day often starts early, with Punjani reviewing the key performance indicators that drive the business. He believes it’s crucial to understand exactly where his franchise stands at all times. “If you don’t start your day knowing where you’re at, it’s hard to make the right decisions,” he explains. The numbers guide him, allowing him to fine-tune strategies or adjust operations if necessary.
But Anago isn’t just about crunching numbers. For Punjani, the most important part of his day always comes down to the client. Before diving into operational matters, he reviews client feedback—sometimes taking calls from customers directly or checking in on any service issues. For Punjani, it’s not enough to simply react to complaints; he proactively seeks out potential problems and addresses them before they escalate. “We don’t just wait for customers to call us with complaints. If we see something that might become an issue, we tackle it immediately,” he says.
It’s those client interactions that drive Anago’s success. Every meeting or call becomes an opportunity to educate clients about the value of their services. Punjani’s goal is always to demonstrate that Anago offers more than just a cleaning contract: it delivers reliability, consistency, and peace of mind. As Punjani puts it, a good cleaning job is expected and goes unnoticed, but a bad cleaning job can result in negative reviews, which in turn negatively impact business. Regardless, maintaining customer satisfaction comes down to building trust. “Every business interaction is about creating a long-term partnership,” he says. “Once you gain trust, the business naturally follows.”
All in a day’s work
As the master franchisee for Manitoba, Punjani oversees 24 unit franchisees. He often checks in with his teams to ensure that everything is running smoothly—from checking that all cleaning schedules are in place to addressing any issues that may arise on site. He utilizes Anago’s proprietary management platform, CleanCom®, which enables clients to connect instantly with their cleaning team in real-time. This ensures service requests are easily accessible, backed by a guaranteed two-hour response time.
Of course, Punjani’s responsibilities extend beyond overseeing day-to-day operations. He also focuses on growing the business by expanding Anago’s footprint. Whether he’s meeting with prospective clients or engaging with unit franchisees, he sees every interaction as an opportunity to expand and strengthen the Anago brand, and even learn from others in his network. “The franchisee community is one of the best parts of the system,” he notes. “It’s a supportive network where everyone helps each other grow.”
And growth isn’t just about attracting new clients. At Anago, franchisees prioritize hiring people who align with the brand’s values. The team needs to be dedicated, skilled, and trustworthy. For Punjani, that means investing in training and providing unit owners with the tools and resources they need to excel. “Our franchisees are the ones who make it happen,” he says. “If they’re not equipped or motivated, then none of the systems we’ve put in place will work.”
Punjani also focuses heavily on his own professional development. Franchise ownership comes with its own set of challenges, and as the business landscape changes, he knows it’s important to stay agile. He invests time in learning new business strategies, staying updated on industry trends, and expanding his own skill set. This drive for continuous improvement is a key part of his success. “You have to be curious, always looking for ways to get one per cent better every day,” Punjani says.
Along with other Anago franchisees, Punjani regularly reviews key business metrics, tracking everything from monthly sales figures to customer retention. “How can we improve? How can we get better?” Punjani asks of himself. “It’s all about small, incremental improvements.”
As he explains, “You don’t need to overhaul everything, but you should always be asking yourself, ‘What can I do better?’”
Sparkling service
Perhaps the most important lesson Punjani has learned as a franchisee is the importance of doing the right thing. He notes that in times of high stress, it’s easy to cut corners or prioritize short-term thinking, but Punjani knows that real success comes from maintaining integrity. “Sometimes, you’ll face decisions where doing the right thing will cost you more,” he says. “But if it means keeping a client happy, or making sure employees are treated right, it’s always worth it.” For him, building a strong brand reputation is worth any short-term loss. Over time, loyal clients will come back, and happy franchisees will spread the word. “If you do the right thing, your business will grow, and your clients will stick with you for the long haul,” he adds.
Even when things are running smoothly, Punjani knows that managing a business requires continuous attention. When issues do arise, whether it’s a service problem or a challenge within the team, he tackles it head-on. “In business, you can’t be afraid to get your hands dirty,” he says. His approach is grounded in the belief that proactive problem-solving creates a stronger, more resilient business. It’s a mindset that has helped him overcome obstacles time and time again.
When reflecting on his experience as an Anago master franchisee, Punjani acknowledges the impact of his community. Franchisees aren’t just part of a business—they’re part of a broader mission. “Anago is not just a business,” he says. “It’s a partnership. The franchisees are all working together toward a common goal, and it’s that sense of community that makes it so rewarding.”
Ultimately, success as an Anago master franchise owner or unit owner isn’t only about having the right systems in place or managing a large customer base—it’s about cultivating trust, building relationships, and committing to ongoing growth. For Punjani, each day is an opportunity to move the business forward, but more importantly, it’s a chance to foster an environment where clients, employees, and fellow franchisees can all succeed. “I’m here to help others grow,” he says, “and in the process, I know my business will grow too.”
For prospective franchisees, Anago’s formula for success appears quite simple: hard work, strong relationships, and a constant focus on improving and evolving will drive you to succeed. For those who embrace this mindset, the rewards are endless, both personally and professionally.
