Archive for November, 2011

A Code of Values Thanksgiving

Monday, November 21st, 2011

With the Thanksgiving holiday right around the corner, many of us are desperately trying to balance work and home and trips to the grocery store. There is family to host, turkeys to roast, and a mile long to-do list to try and knock out. With that, it’s tempting to let the holidays pass in a blur. It’s easier to simply let the days fly, and do all of your thinking after the routine has finished.

It’s easier that way, but that’s not always the road to take. During the Thanksgiving holiday, it’s a challenge to actually take some time to remember what it is we are thankful for. It’s been a hard year for many people, and the temptation to simply let the day slide by might be overwhelming. But this Thanksgiving, try to remember exactly why you get up every day. Who are you fighting for? What is your mission? Who do you love and who loves you?

Because we’re all fighting for something, no matter who you are. You’re fighting for your happiness, you’re fighting for your family. Many of us might actually be fighting ourselves. There are obstacles, sure, but that’s what makes the ending so sweet. This Thanksgiving, take a good look around and stand firm against the tide. In the coming months you’re going to be pulled in a thousand directions, it’s inevitable. But don’t lose sight of what matters, and don’t forget all of the moments that have led you here. Take a good look around at what you have, instead of focusing on the things you don’t. Take a look around at the people whose lives you affect daily, just by living and breathing. That means something, something precious.

Here at the Dwyer Group, we have a Code of Values that’s engrained in our business and employees. The Code of Values emphasizes that we live our lives by showing respect, integrity, and customer focus, while still having fun in the process. The Code of Values is easily adaptable for Thanksgiving. Thanksgiving is a time to reevaluate where we’re standing. When we walk down the street, do we glance up and smile at casual passerbys? Or is our head down, braced against the world? That matters. Living our lives with integrity? That matters even more. And remembering that life is supposed to be fun?

That might be the hardest lesson of all.

So this Thanksgiving, don’t let your days run you. Take a few minutes and remember what it is that you’re doing and the people who make everything worthwhile. Be thankful, and try to slow down.

Happy Thanksgiving!

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“Operation Enduring Opportunity” announced Thursday

Friday, November 11th, 2011

Today marks an exciting time for the Dwyer Group and for the future of the franchising industry. The International Franchise Association just announced “Operation Enduring Opportunity,” which is a campaign to eventually recruit 75,000 veterans and 5,000 wounded warriors into franchise establishments by 2014.

This campaign is a part of the White House Joining Forces Initiative, which was announced by Michelle Obama on Thursday. This plan marks the largest industry veteran hiring commitment to date. Chairwoman and CEO of the Dwyer Group, Dina Dwyer-Owens and Mary Thompson, President of Mr. Rooter Corporation met with First Lady Michelle Obama in Washington, DC to film the announcement.

“Honoring the brave men and women who have served our country and protected the very freedom under which we own and operate businesses across America is a testament to good ideas and doing what is right in life,” Dina Dwyer-Owens said. “We are incredibly proud of the veterans in our system and the chance to help them into the work of franchise ownership.”

Thursday’s press conference about the announcement featured a welcome by Maggie McCarthy, the Coordinator for the Veterans Coalition for the Heart of Texas before Jeff Moody, Mr. Rooter VP of Operations, made the Dwyer Group announcement. The announcement featured First Lady Michelle Obama with Dina Dwyer-Owens and Mary Thompson unveiling the plans for “Operation Enduring Opportunity.” The IFA is launching “Operation Enduring Opportunity” in response to the 11.7 percent unemployment rate amongst veterans. The press conference finished with a success story from VetFran franchisee Chrislynn Casiano, the Mr. Electric Franchisee of the Year.

VetFran was founded after Desert Storm in 1991, by Don Dwyer, the founder of the international franchise company, The Dwyer Group. After 9/11, Don Dwyer’s daughter, Dina Dwyer-Owens took it upon herself to revitalize the VetFran program. There are over 400 members of VetFran, all franchisors looking to give discounted franchises to veterans. The current chair of the program is Mary Thompson, the president of Mr. Rooter. So far there have been over 2,100 deals given to veterans throughout the years. And Mr. Rooter, Thompson’s own company, has been named by USA Today as one of the Top 50 Companies in American to work with veterans.

“I was a franchise owner before, and I’ve done every job since. I’ve been on every side and seen it from all levels,” Thompson said. “That’s why I’m so passionate. I know I would not have had the success I’ve had without the marine corp. and the franchising business teaching me how. Veterans make the best franchisees: they are disciplined, but follow a system. We are looking for leaders who want to lead toward a common goal.”

As the chair for VetFran, Thompson has spent her time trying to expand the program to its limits. Through her leadership, the website has been redone and a portal is being created to marry veterans with different job opportunities. Their goal is to increase the number of franchisors on VetFran 15 percent, and they’re already part of the way there to next year’s goal.

“At a recent event, VetFran experienced 4 percent growth at a single event,” Thompson said, relish in her voice. “The greatest thing about the program is that VetFran isn’t just doing ‘the right thing to do.’ VetFran is the right thing to do, but it’s also the smart thing to do. Franchising is a great medium and a great match between veterans and franchisors. Veterans ‘get’ the system. Most people have to be taught that.”

VetFran provides returning veterans with economic opportunities in a time where jobs are hard to find. In fact, according to VetFran committee member Chris Loudermilk, a veteran runs one in every seven small businesses in the United States.

“At the core of a franchise are business systems, procedures and manuals. A franchise is basically an SOP (Standard Operating Procedure) on how to run a specific business,” Loudermilk said. “And veterans are skilled in following SOPs.”

According to recent U.S. Census data, there are more than 66,000 veteran-owned franchise establishments in the United States, which provide jobs for 815,000 Americans. By partnering with the White House Joining Forces Initiative, the expansive goals of “Operation Enduring Opportunity” have the chance to become reality.

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The Dwyer Group Honors Joey Link

Wednesday, November 2nd, 2011

In business, customer service is everything. It’s the crux of your company, and it’s what keeps a company from sinking. At the heart of good customer service, however, there’s one critical piece of the puzzle: dedicated, loyal employees. At the Dwyer Group, we try and honor our employees because we are aware that it’s their hard work that is the face of our franchises.

This past October, we honored Joey Link, an office professional at the Aire Serv of Louisiana franchise. He won the Dwyer Group Pearl award, one of the highest company awards for service. Joey Link competed for the award against nominations from employees from all seven franchise organizations in the United States and Canada. As a reward for his excellent service and dedication, he was given the option to enjoy a seven day cruise for two to either the Caribbean or to Alaska.

Customers and coworkers alike praise Joey Link for his unwavering service and commitment to his job. One coworker remembers that during a particularly nasty snowstorm, he offered to go to the store to pick up essentials before he went to the house of a family with small children. That kind of mentality, that enthusiasm and basic kindness, is what inspires great customer service. Joey Link also spent a lot of his time training other techs and going out of his way to help people.

Joey Link lost a leg due to a terrible sunburn on his foot, and then a little while later lost his other leg due to medical complications. Despite this blow, customers praised his no nonsense approach and unflagging enthusiasm. Joey Link answers the phones from 5-9 and is able to use his broad knowledge and experience to help technicians in the field. When discussing his situation, he simply gave a pragmatic shrug:

 “If you’re going to get on with your life, might as well get busy living.”

By honoring Joey with the Pearl Award, The Dwyer Group can say thank you to the people who give the company its good name—the importance of which cannot be overemphasized.

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