Sydney's Castle Hill franchise beat out 103 other stores to be named Franchise of the Year at the Kwik Kopy conference in Hobart during 13-14 April.
Co-owner Brian Heydon said "boutique service" had helped him increase revenue every year since he bought the business in 2003.
"You get wrapped in cotton wool and put in a matchbox if you come to us," he told ProPrint.
He said the four-person operation had also benefited from Kwik Kopy's excellent marketing and from keeping its staff happy.
"We've had very, very little turnover of staff in the 10 years. We try to work in a team and keep everyone stimulated. We try to reward good performance."
Castle Hill has spent the past six months looking to recruit another staffer, said Heydon. That would allow him to step back from binding, and spend more time working on the business rather than in the business.
Thought has also been given to relocating: "We're up to our eyeballs with work in a small amount of space," he added.
[Related: Melbourne franchise wins 2012 award]
Heydon said the franchise had undergone considerable change over the past decade. The number of computers has increased from one to 10. Production capacity has skyrocketed from six pages per minute to 130 in colour and 200 in monochrome. The proportion of offset work has shrunk from 80% to 20%. Design has been brought in-house to boost margins. Wide-format was added in 2008.
During that time, turnover has risen from $380,000 to a forecast figure of $800,000 by the end of this financial year, said Heydon.
He told ProPrint that the franchise expected to see further growth in design work and short-run marketing collateral. He also said new technology would be added to boost productivity.
Castle Hill's fleet includes a Fuji Xerox 700, Fuji Xerox DocuColor 5065, Fuji Xerox Document Centre 1100, Ricoh Africio 240W plan printer, Canon iPF8000, Itek 3995 and Itek 975 with numbering and perfing, said Heydon.
The franchise of the year award is judged by Kwik Kopy Australia's senior management. Criteria include production efficiency, sales growth and contributions to the Kwik Kopy system.
Managing director David Bell said Castle Hill was "the complete package".
"Great customer service costs almost nothing to get right but can cost businesses dearly when they get it wrong," he said.
"Kwik Kopy Castle Hill is a great example of a business that gets it right every time. They make their customers a priority and as a result receive a huge amount of positive feedback and loyalty from their customers in return."
[LinkedIn: What excellent customer service have you provided?]
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