EP Business in Hospitality Issue 53 - April 2015

Thomas Franks | Business
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THE STORY
In recent times, we have
often written about the swing
away from brands towards
more ‘boutique’ independent
businesses that offer a very
personal service. This can be
seen in all markets. In the
food service sector, Thomas
Franks is such an example –
a company that believes in
strong relationships both
with clients and with their
teams. They do not desire
a high profile but they do
desire strong relationships
with their clients. The
company passed the £20m
turnover mark last year and
is viewed to be one of the key
rising independents to watch.
EP met with the founders
Frank and Emma Bothwell
Thomas Franks was founded in late
2004 with a very simple mantra –
to deliver a service level that was
personal and excellent. Frank had been a
regional managing director with Avenance
(Elior) and had previously worked with
a number of the major players – Sutcliffe
Catering, Aramark and Sodexo. Joining
Avenance in his early 30s, he seemed
destined to have top leadership roles at
the major players for years to come.
“That is kind of you to say, but the
truth was that I always felt that there was
something missing,” says Frank. “We would
take hours discussing everything bar what
I felt were the most important things – the
food, the produce and the people that served
clients in all the operations. They are the
ones that represent us and we should not
forget how important a role they play.
“Surely any food service has to be about
people and food? There has been great
debate over using local produce rather than
sourcing through national suppliers that
may give a better price, but we believe in
the importance of both interacting with
our local community and buying great fresh
local and regional produce wherever we
operate. It is one of our guiding principles.”
Was founding Thomas Franks a risk?
“Sure, it was a risk but it was something that
both Emma and I really believed in,” says
Frank. “We are not corporate animals. We
are two people who believe in giving a great
service to our clients through great people
who think similarly to ourselves. There is
no greater feeling than seeing the results
when that comes together.
“It has felt a long ten years at times,
and we’ve had our ups and downs, believe
me. But now a really strong team has come
together to move the business forward. We
are an old-fashioned company that believes
in old-fashioned values – trust, keeping our
promises, delivering the service that we say
we will and caring for those who work for us.
“The senior team all share similar values
and we work as a team to build the business
as far as we can. We have no plans to exit.
We would like to see the business continue
to grow and develop. We have targets in our
own minds, but the truth is that this will be
delivered by the recommendations of our
clients and the ability of our people. We will
not lose sight of that,” he adds.
Frank reflects many of the values that he
outlines. He is always well presented and
talks in a calm, considered manner. We meet
at his head office, which is set deep in the
countryside close to Banbury, just behind
Hook Norton Brewery and overlooking
sheep fields. It is quaintly English and the
whole environment is relaxed.
“We see the team as an extension of
our family,” continues Frank. “And we want
them to enjoy working for us. We want to
have fun at work, but this is not to mask
our passion for food and professionalism
at work. But the best professionals enjoy
their work. I couldn’t have done this without
Emma. She manages our people strategy
and this sits at the centre of all we do – but
more importantly she keeps me grounded
and motivates me to succeed.”
Emma had been a HR director at
Sutcliffe Catering when they met, and as
we speak it is clear that Frank and Emma
are a united team. As they talk, it is evident
that they have really lived through the
challenges of building a business – the ups
34 | EP Magazine | April 2015