Claire and Andrew Abela are both 22, they both work with Franks, the family business, and they’re both dedicated to their careers. When it comes to their personalities, however, these fraternal twins are completely different, as Josanne Cassar finds out

Claire is the chatty, hyper one, talking with her hands, with her expressive green eyes widening each time she speaks. Andrew is more laid back and low-key, with a charming smile and a very diplomatic manner. Together, however, they make a formidable team.

“We are very close twins and friends as well as colleagues, with different characters which complement each other,” they agree.

Born into a family business which is over 120 years old, they tell me that it was natural for them to want to work with their father’s company, Franks. That is not to say that it all fell smoothly into their lap, as they were encouraged by their parents to try their hand at other jobs first.

“I used to work at Stella’s coffee shop after I did my ‘O’ levels just to see what it was like to be an employee,” says Andrew. “Then I worked at McDonalds after I did my ‘A’ levels. It was important for me to see a job from the ‘bottom up’ perspective, instead of the ‘top down’. When you are working for other people and you make mistakes, in a way you are freer than when it’s your family business.”

Claire agrees: “At Franks you are always the boss, even though you are an employee. You have to set an example, and any mistake sticks to you. People think it doesn’t work that way and that you can get away with things, but we never get away with anything; it’s the way we were brought up.”

It is this which binds the brother and sister together – this level-headed approach towards work, and a certain aura of responsibility which reveals a maturity beyond their years.

“When we were young we spent a lot of time in the shops. Every Saturday night we went with our Dad to the Plaza, so we grew up knowing all about the business,” Claire continues.

They didn’t follow in his footsteps because it was expected of them, but because they genuinely wanted to.

“I think it was the way our father portrayed things; that he had built this all for us, so even when we were still at school we knew we would work with the company.”

Despite everything, their father encouraged them to study different subjects other than the obvious accounts or economics. This ensured that they would gain a broader outlook.

“Our Dad didn’t want us to be narrow in our focus. He gave us the freedom to choose what we wanted but we were free to be in the business as well…”

In fact, Claire studied piano and is a talented singer and actress, while Andrew enjoyed learning history and geography. At University he then studied philosophy and anthropology, finding the latter subject especially insightful: “it places you in a different situation than you are used to and it teaches you why it makes sense. To be honest I only understood it after three years,” he confesses with disarming honesty.

The siblings speak about their parents with great fondness: “Our mother, who is in the business as well, is the gentle presence behind our father. Both of them have let us find our way in an easygoing way.”

Claire also did a stint at Stella’s before she went to work at Franks. However, she admits to a rocky patch. “I worked briefly in the business but I was very rebellious and at around 17 I just wanted to go out and enjoy myself, so my father chucked me out because I wasn’t taking it seriously. I spent about seven months working at all sorts of jobs at the coffee shop and feeling angry that my own Dad had fired me! Now I appreciate it and when I asked to go back I really showed him that I had changed; it taught me a lesson.”

Because they’re the same age and both went to San Andrea school, it is natural that they have mutual friends who all know one other. This means they often socialise together as well, which suits them fine.

Since they are so close, I ask them to describe one another:

Claire dives into a description of her brother with her characteristic passion: “Andrew is definitely the calmest person I know, I mean it! That’s why we argue but that’s why we get along. He’s very caring, which he doesn’t always show but which you realise about afterwards…he’s my best friend. He’s very hardworking, and will continue working after hours, and between shop hours. He shows imitative but he’s also into partying as well. I would call him my role model; I learn so much from him, he gives me a wide perspective on everything, and will always try and help someone out. I don’t know what I would do without him,” she finishes with a flourish and completely out of breath..

Andrew smiles as he talks about his flamboyant sister: “She’s wild and always laughing, unless she loses temper, because she’s very short-tempered. She’s got this grinta to get stuff done. Claire is kind with me and with everyone and as you can see she’s a colourful character both emotionally and physically: she keeps changing her hair colour every two weeks! Even though she’s hyper she is still very practical. I’m the dreamer in the family; I’m more like my mother, while Claire has our father’s character.”

Claire nods in agreement, “I bring him down to earth, because when he comes out with an idea, I tell him, OK let’s make a list to see whether it’s feasible.”

In fact, this combination of a dreamer who brings the vision, with the practical one who points out whether a project can actually be done, is an ideal partnership for any good business. Today they have each found their niche: Andrew is in charge of the wine boutique in Mosta which opened around four years ago, and was also involved in the extension of the Plaza outlet which now includes wine along with perfume.

“We wanted to draw in the male shopper as well since the sales of certain wines and whiskies have skyrocketed. What perfume does for the nose, wine does for taste, they are both luxurious products and both pamper your senses. When a couple comes to buy from Franks, she finds her make-up, perfume, and so on, and he can also find something he likes.”

Claire’s niche is the perfumery section which she has been involved in since she was 14. Both of them started at the bottom, “the rock bottom!” they insist in unison. They’ve worked in the stores, cleaning, dusting and in Andrew’s case, helping the carpenters when needed. Eventually they progressed into sales and now management.

“You learn so much through experience and the rest of the management help us a lot. I know I can always count on them to help out, after all they have known us since we were children, and the general manager even used to babysit us! We are like her children…” Claire says with her infectious laugh.

She explains that in the perfumery section they train staff every month; people are sent abroad and then come back and train the others. “You learn so much about the different products because once you’re in the shop, you have to know what you’re selling. Every salesgirl gets three weeks’ training by specially trained staff on the basics of perfumes and make up. Skin care can only be sold by trained fulltimers who would have been sent for specific training. Recently, for example, Dior held training in Mauritius for representatives from all over the world.

With a staff of around 70 which goes up to 100 at Christmas, Franks is definitely a success story. Ironically, enough there is no real ‘Frank’ in the family. “Frank was a nickname given to our great-grandfather by the British navy. He owned Frank Bazaar which was originally in Bormla. Then our granddad opened the first Franks in Valletta in St. John Street which is still our flagship store and where we still sell the old-fashioned bristle brushes, foam leather and shaving utensils.”

Today the company has ten outlets – two in Valletta, two in Sliema, two at Baystreet and one in Paola, Topline, MIA, and Mosta.

“Our Dad started expansion in the early 1990s by opening at the Plaza, and in April, we received an award as one of the oldest tenants there. This was followed by our outlet at Energy, and a string of other outlets. When the perfumery market was saturated we diversified into wine. The latest outlet to be opened is the one at The Point. I think we managed to grow successfully because our expansion was slow but sure,” Andrew explains.

Staff employed at the wine boutique have to be both salesperson and a manager rolled into one. People who apply usually have to have some knowledge about wine, although they are given a crash course, and a book of introduction. Each month they have to read Decanter magazine, and asked to write three summaries of three different articles about wine and cigarettes. “You have to keep updated because the market is always changing,” stresses Andrew.

Claire agrees that the same applies to perfume, “our staff have to read magazines and know about the products they are selling. We have the same vision for both companies: you are buying prestige, a special present.”

In a country which is often lacking in customer care, Andrew maintains that the secret to Franks is the quality of the service they give. “Our staff is highly trained on giving the best service in Malta. We notice when we go to other shops, how sales people don’t make eye contact, or ignore you or pester you too much. These things irritate the customer.”

They both agree that a good salesperson is quite hard to find. You can’t always judge someone well from an interview – sometimes you get a good feeling but the person doesn’t work out. Sometimes people think they’re going to enjoy the job and then realise it’s not for them. Andrew says he has had to give a few warnings in his time, but only when the employee really deserved it…. “after all, when I worked in other jobs I knew that was always a possibility.”

Claire admits that it’s harder for her to instil discipline because she works so closely with her staff.

“It’s a fine line…when I was young I used to party and socialise with them, and eventually you realise you have to keep a bit of a distance and separate work and fun. The fact that I’m so young and a female makes it difficult as well.”

Andrew says, “I don’t let my age get in the way, because you can give people orders in a nice manner. The stricter you are the worse it’s going to be, because they are going to rebel…so I try to reason with them ‘isn’t it better to do it this way?’ When I lose my temper it’s very bad because while I can be very understanding and I often give staff the benefit of the doubt… when I blow my top, look out!

Claire nods her head: “Even I’m afraid of him!”

“That is why we are so very happy with our staff. You can sell anything but it’s the way you sell it that’s important; I like to think that we sell dreams. You can buy perfume and wine from anywhere, but we hope that you’re buying more than a bottle. We ask the customer what they are looking for, and who the present is for in order to help them make the right choice,” Andrew adds.

Claire also indicates the importance of appearance in her sector: “Our sales people are fully made up and well-groomed. We want you to know you are being pampered so that the experience of shopping is made enjoyable.”

Asked about the future Claire says she prefers to focus on the present. Similarly, Andrew, with the responsibility of managing the Mosta outlet, has had quite a dose of practicality.

Claire ruefully remembers her own sojourn as Mosta manager: “once someone stole an expensive perfume and I had to pay for it.”

While some might look at these young people and assume they were born into privilege, the truth is that with the perks come a lot of responsibilities, which almost seem too heavy for their young shoulders. Yet their positive, engaging personalities indicate that they are both well-rounded, feet on the ground individuals who are not in the least bit spoilt.

And these days, that combination is very hard to find.

Franks’ next venture

Look out for Franks wine club coming soon in October. The idea will be to help clients learn more about wine by actively tasting and comparing, whiskies and cognacs.

Wine is a social lubricant that allows you to make friends and relaxes you, so wine club members can come and have fun while enjoying their wine. It will be ideal for people to meet up and discuss the things they like while learning more about their favourite beverage. There will be a different venue each time, from a wine bar, to one of the Franks outlets to a restaurant. More information will be published soon.