After just over a year as a franchisee in New Malden, Raj Pillai is already planning to expand
Can you tell us a bit about yourself and what you were doing prior to buying a franchise business?
Raj: I began my professional journey by earning an MBA in E-commerce from South Bank University. Shortly after, I joined Sainsbury’s as a store manager, gaining valuable leadership and operational experience. However, my entrepreneurial spirit always pushed me to explore new challenges and opportunities.
For 18 successful years, I was a multi-unit franchisee for Papa John’s, where I honed my skills in business management, customer service, and team development. After nearly two decades, I felt it was time to embrace a fresh and exciting venture.
In October 2023, I invested in a YouMeSushi franchise, fulfilling my aspiration to be part of a vibrant, growing brand. Today, I proudly operate the New Malden store in London, bringing high-quality, fresh sushi to our local community while continuing to build a successful and fulfilling business.
What can you tell us about the franchise you have bought?
At YouMeSushi, we take pride in offering a fresh and innovative approach to Japanese cuisine. Every dish is handcrafted on-site using only the finest ingredients, ensuring our customers enjoy delicious, high-quality sushi whether they choose to dine in or grab it on the go. Our diverse menu caters to all tastes, making sure there’s something delightful for everyone to savour.
Launching a new business always comes with challenges, and the first eight months were focused on building our reputation and introducing the local community to our fabulous fresh food. Over time, our commitment to quality and customer satisfaction has paid off. Today, we’re thriving with a loyal customer base that appreciates our fresh, nutritious sushi.
Word of mouth has been a powerful driver of growth, with satisfied customers enthusiastically recommending us to their friends and family. As a result, our business continues to flourish, and we remain committed to delivering an exceptional dining experience to all who walk through our doors.
Why did you go down the franchise route? What made you choose your industry and this franchise?
YouMeSushi is a brand perfectly aligned with modern trends, which naturally appeals to a younger demographic. I’m confident the business is on the cusp of significant growth. Its striking pink-and-black branding is fresh, stylish and eye-catching, giving it a contemporary edge that resonates with our customers.
Beyond its bold branding, the real star is the food itself. Our sushi is not only delicious but also offers something truly unique in the market, setting us apart from the competition. Customers love the combination of exceptional taste, quality and originality, and this enthusiasm continues to drive our success.
How did you raise the finance?
I self-funded the investment in YouMeSushi as a result of my successful franchise career.
What training and support did you receive initially and how has it continued?
Before launching my YouMeSushi franchise, my team and I spent a month working in a corporate YouMeSushi store. This hands-on experience was invaluable, as we learned every aspect of the business, from operations to the intricate art of preparing sushi. While my team, many of whom have worked with me for 10 to 15 years, was already well versed in the typical Quick Service Restaurant (QSR) setup, this training allowed us to master the unique skills required for sushi preparation.
The learning curve was steep, but the support from the YouMeSushi team was phenomenal. Thanks to their guidance, we were fully prepared and confident, enabling us to open our store within just one month. This collaborative effort laid the foundation for our success and ensured we hit the ground running.
How would you describe your day-to-day role as a franchisee?
My managers bring a wealth of experience to the table, efficiently handling the day-to-day operations of the franchise. Their expertise allows me to focus on overseeing the administrative aspects and managing the external side of the business. This division of responsibilities ensures smooth operations while giving me the opportunity to drive growth and strategic planning.
What challenges have you had to overcome, and what have been your key successes?
Staffing is one of the biggest challenges in any Quick Service Restaurant (QSR) business, and this has remained true throughout my 18 years in the industry.
Keeping the team happy and motivated is crucial. With a large team spread across different sites, I ensure flexibility by reallocating staff to locations where additional support is needed.
I prioritise training and providing team members with responsibilities and clear career-growth opportunities to keep them engaged and motivated. Looking after my team is essential to me, and I make it a point to keep an open-door policy. Whether someone needs guidance or just a quick chat, I’m always available. When visiting locations, I make sure to connect with everyone personally –it’s important to foster a supportive and approachable work culture.
Has becoming a franchisee changed your life? If so, how?
It’s a different motivation working for yourself compared with being an employee. It’s all about building something of your own which is always exciting. Being a franchisee has offered me and my family a comfortable life and the chance to offer employment prospects to others.
How do you achieve a work-life balance?
I’m a family man at heart. When I’m not working, I cherish spending quality time with my wife and our two children. Having a successful business has allowed me to delegate responsibilities to my experienced managers, giving me the freedom to step back and enjoy time with my family. Achieving this balance became much easier as my businesses grew more established, and it’s something I’m truly grateful for.
What are the advantages of being a multi-unit franchisee?
Being a multi-unit franchisee comes with significant benefits, especially when it comes to tackling challenges like staffing. The scalability of a franchise allows you to fine-tune the formula for success in one location and then replicate it across others.
Over the past year, I’ve focused on building the New Malden YouMeSushi business, and we’ve developed a clear understanding of what works best. With this strong foundation, we’re now ready to explore new locations and expand further. This scalability opens up endless possibilities for growth, and I’m excited to see what the future holds.
How do you retain your best staff and keep morale high?
I have a good working relationship with my team. Responsibility and career progression is motivating, and I also ensure everyone is full trained, as developing skills gives people goals and a potential career path. If they feel valued and have opportunities, they are more likely to remain in the business.
Can you tell us about any community involvement, including any local partnerships, incentives or charity work you are involved in?
It’s early days with YouMeSushi. The store has been open for just over a year and so we are planning some charity and sports club sponsorship deals over the next 12 months or so. Community involvement is key, and we are looking forward to getting more actively involved.
What is the most useful piece of advice you could give someone looking to buy their first franchise?
Look for a franchisor that will be supportive. YouMeSushi’s management team have been great. Tim Circus, head of franchise, is always helpful and there if we need him, anytime. The marketing team have been brilliant too, and even YouMeSushi’s founder came and spent time with us in the kitchen! I would recommend joining YouMeSushi as a franchisee; the support is second to none and I believe it’s set to be the next big thing!
In your opinion, what makes a successful franchisee?
Dedication and sacrifice is necessary to succeed. Think of a franchised business like having a newborn baby. It takes up most of your time and you need to nurture and look after it as it grows and develops. There will be the inevitable ups and downs, but stick with it. Keep your team around you operating smoothly and you will be successful.
What are your plans for the future?
I’m excited to be growing my YouMeSushi portfolio and I have a plan to open five stores over the next few years.
If you had to do it all again, what would you do differently?
I missed out on franchise opportunities with two of the biggest QSR players in the market when I first started out. We were offered a master franchise in India for one leading fast-food brand; however, my wife really wanted to stay and live in the UK, and now I’m glad we did. It’s never a case of “what ifs” as I’ve done pretty well over the years, and I’m now excited to progress my new journey with YouMeSushi.
