Compassion in motion

Pictured above: Melanie and Jack Harper.

Born from a simple act of kindness, Driving Miss Daisy is now a leading, Kiwi-owned franchise business with a global footprint. Co-Founder Melanie Harper shares how its award-winning model empowers both clients and franchisees, proving that business can change lives.

Melanie never set out to build an award-winning business. It all started with a simple act of kindness – driving her Aunt Trish to appointments when she could no longer manage on her own. These outings soon became more than just a means of getting from point A to B; they were moments of companionship, connection, and dignity.

Realising that countless other people faced the same challenges as her aunt, Melanie saw an opportunity to create something bigger. From that small but powerful idea, Driving Miss Daisy was born. Now, the Havelock North-founded companion transport service has grown into a network of over 80 franchisees across New Zealand and expanded into Australia and the UK.

The company’s recent recognition as Supreme Franchise System of the Year at the Westpac New Zealand Franchise Awards speaks to its success in not just providing transport but in changing lives.

A business born from compassion

“After driving Aunt Trish for some years, she stopped asking me for help because she felt ‘indebted’ to me,” Melanie recalls.

When her aunt began paying a neighbour for assistance instead, it was a revelation. “This immediately re-empowered Trish and gave her back her independence. That was my lightbulb moment – I realised there must be lots of ‘Trishes’ out there needing help from someone nice like me.”

What began as a small, local service soon evolved into a nationwide franchise. Melanie and her husband Jack envisioned 65 franchises covering New Zealand. Jack also saw the potential for expansion and trademarked the business in Australia and the UK from the outset. Today, Driving Miss Daisy has surpassed their initial vision, bringing care and companionship to countless individuals.

Winning Supreme Franchise System of the Year in 2024 is no small feat in New Zealand’s competitive franchise landscape, which boasts over 546 franchise systems and nearly 30,000 operating units, and referred to as one of the world’s most franchised countries. The award judges highlighted the key strengths that set Driving Miss Daisy apart.

“Driving Miss Daisy ticked all the boxes. They demonstrated a clear strategic plan and exceptional relationships and evidenced how they empower franchisees to accelerate growth. They are an extremely high-performing business that continues to show very impressive growth and expansion,” the judges said of the award win.

Driving Miss Daisy’s General Manager Andrew Kirkpatrick says that Jack and Melanie have always known just how positively the brand impacts so many people’s lives across so many communities in NZ, Australia, and UK.

“The awards are extremely gratifying for the years of hard work and determination to create the business and the new transport category, none of which could be achieved without the fabulous energy and enthusiasm of our dedicated Head Office support team and the franchise owners and their teams, working at the coal face. The awards help recognise everyone’s fantastic contribution over the years,” Andrew says.

Melanie adds that Driving Miss Daisy isn’t just about transport; it’s about connection, support, and empowerment. “We are a socially responsible business with a soul. Many of our clients suffer from loneliness, dementia, and various disabilities. Our franchise is very much a ‘people first, business second’ approach, which means that the care and companionship ethos shapes everything we do.”

This philosophy is embedded in every aspect of their operations. Franchisees undergo a rigorous selection process to ensure they align with the company’s values.

“We ensure that our operators are very special people, who in turn select high-quality people to be drivers within their teams. They are all well-trained to meet the specific needs of our broad range of clients and treat them as they would their own family members. ‘We are family when family can’t be there.’”

Melanie says that clients frequently call to say that Driving Miss Daisy has ‘changed their lives’.

“One particularly moving story is that of a man who lost his eyesight in a workplace accident. Before using Driving Miss Daisy, he relied on taxis but found the experience unpredictable.

“When he came with Driving Miss Daisy, he said he was reassured we’d be on time, that he’d be given assistance to the car. When he got into the car, the feel and shape of the seat was the same each time, the smell of the car was the same each time, and the sound of the driver’s voice was the same each time. That meant the world to him as he navigated a completely different and scary world without his eyesight.”

Scaling up, but staying true

Expanding a business without losing its core values is a challenge, but Driving Miss Daisy has managed it through careful planning and a commitment to quality.

“Strategic growth was always critical, so we under-promised and over-delivered our service as we carefully rolled it out into new territories,” says Andrew.

Technology has played a key role too. “Developing new technology has been crucial, as we’ve effectively created a new industry and needed to be creative in developing fit-for-purpose, efficient, and cost-effective solutions for our franchise owners,” he says.

He says that maintaining consistency across a large franchise network requires strong systems and communication. “We have comprehensive training processes, regular franchisee communications, an annual one-on-one on-site business mentoring session, regional franchisee meetings, an annual Driving Miss Daisy National Conference, workshop trainings, and monthly reporting requirements. High expectations of brand delivery are discussed continuously.”

Despite its success, Driving Miss Daisy isn’t slowing down.

“In New Zealand, we’re currently focused on a substantial digital transformation that will make it easier for our clients and key partners to do business with us and also for franchisees to operate and manage their businesses more efficiently and profitably while also helping to reduce our environmental impact,” says Andrew.

While the brand has strong geographic coverage in New Zealand, there are still a few gaps to fill. “We want to ensure everyone in New Zealand has the chance to experience the incredible Driving Miss Daisy service if they wish. Beyond NZ, there are more countries that we intend to introduce our franchise to.”

Advice for purpose-driven entrepreneurs

Melanie’s journey offers valuable lessons for those looking to build a business with a strong social purpose. So, what does she think it takes to make a success of such a business?

“Have absolute belief in your concept, surround yourself with smart professional people who know more than you do to help you, and exercise ‘guts, determination, and courage’ that sends away the ‘non-believers’ who tell you it will not work.”