1. Don’t use that tone with me.  A customer can smell sarcasm and disrespect from a mile away, so treat him or her with respect in order to make them a repeat customer. The Dwyer Group®’s Code of Values® advises “speaking calmly and respectfully, without profanity or sarcasm.”
2. Finish what you started. If you get yourself into a contract or even a verbal agreement, you need to see it through to completion. It may seem old-fashioned, but by keeping your word, you will develop a reputation as a dependable and trustworthy contractor. From the Code of Values: make only agreements we are willing, able, and intend to keep.
3. If you can’t say something nice, don’t say anything at all. Similar to #1, this rule doesn’t apply just with clients, but with your employees as well. Negativity creates a stressful environment in the workplace that makes productive teamwork difficult. From our Code of Values: treat others as we would like to be treated, never saying anything about anyone that we would not say to him or her.
4. Are you going out dressed like that? In business, branding comes down to the very last detail, including the professionalism of your appearance. Present yourself as a professional in order to be taken seriously. The Dwyer Group provides all of its franchisees access to professional branding materials.
5. Be yourself. One great thing about franchises is that they’re still locally owned and operated. Although a national brand, your business has a local face representing it. Your leadership is a key ingredient to making your business excel and stand out from the competition. 
6. When you have your own house, you can make the rules. Congratulations, you’ve made it! You have not only your own household, but your own business. You get to set the rules—but remember, you have to live with the consequences, and the buck stops with you. (This recalls another “motherism”: You made your bed, now lie in it.)
7. Life’s not fair. People will disappoint you, and some expectations will fail. At The Dwyer Group, we believe that attitude is what counts. Don’t let life’s twists and turns keep you from chasing success or from achieving your personal dreams.

So, you’ve done your due diligence. You’ve decided to open a franchise and have settled on an industry and a franchisor. You’ve gone through a qualification process, read lengthy legal documents, met with company representatives, and have learned as much as possible about the brand you will represent.

Now, you’re standing on the edge of a cliff, placing your personal savings and reputation on the line. Do you take the leap?

At some point, every individual reaches a point of introspection in his or her career, whether working for a corporation, as a contractor, or as a business owner. They ask, Is this taking me where I want to go?  For those who can only answer with a resounding No, the logical next step is often, I must do something different. For many, the solution is franchise ownership.

However, not all of those who start down that road reach their Grand Opening. Some will justify that they are content enough with their current career, and they step back from the precipice. They normalize their current situation and stay in their comfort zone. If you find yourself wavering at the edge, consider this counsel as you make your decision.

Invest in yourself

There’s a saying that if you’re not willing to risk what you’ve got, then you might as well keep it, because it’s all you’ll ever have. For Cary Hooper, owner of Glass Doctor® of Southwest Idaho, working for 17 years repairing auto glass chips wasn’t enough. “I had created a great job,” he said. “I employed one other person, and as long as I showed up, it was a good job. However, what I didn’t have was a business to sell after investing 17 years of my life. Something had to change—I didn’t want another 17 years to pass by without having something to show.” Hooper’s leap of faith paid off— his business continues to grow after 12 years.

Conquer fear, or it will conquer you

In life, fear can keep you from many things, but it can also be a great motivator. In 1975, at the age of 17, I quit high school and drove up to Lubbock, Texas with only my van, tools, and $500 to open a Rainbow International® Carpet Dyeing & Cleaning franchise. As a young franchisee I followed the franchise system to the letter because I was terrified of failure. It served me well, and I eventually owned four franchises.

Be Patient

The pain of change is never overcome until the benefits are realized later down the road. When Hooper opened his Glass Doctor franchise in November 1999, the transition was far from simple. “There were some days where I would call my franchise consultant, asking ‘Please remind me why I’m here,’” said Hooper. “However, the franchise system support is very, very good. If I hit bottom all by myself, who would help me?”

Know why you’re doing it

In my 36 years in franchising, the most successful franchise owners that I’ve seen all share one characteristic: they have very clearly defined personal goals. Business ownership is not for everyone and not for the faint of heart. If you’re not confident in who you are and what your goals are, it will be difficult to stay focused when obstacles arise in business.

Work on your business, not in it

“When I agreed to open my franchise, I was worried because my background was in auto chips, but I didn’t know how to install windshields or mirrors,” explained Hooper. I tell franchisees who have similar fears that I would rather them not know how to do those things, so that they can learn the business management side properly.

One reason that business owners falter is that they don’t jump in with both feet. Don’t be fooled into thinking that the franchise will automatically take off once the sign goes up. If you’re not willing to be a true owner-operator, then your business won’t succeed. With the support of a network of fellow franchisees and mentors to train you, you won’t be alone when you leap.

Robert Tunmire began his career in franchising at age 17 and has over 36 years of experience training and mentoring new franchisees for The Dwyer Group, a holding company of seven franchise businesses, each selling and supporting a different franchise under the following service marks: Aire Serv®, Glass Doctor®, The Grounds Guys®, Mr. Appliance®, Mr. Electric®, Mr. Rooter® (Drain Doctor in the UK and Portugal), and Rainbow International®

The number of tasks and details required to run a business can be stressful, even when you are highly profitable.  That is why being organized and managing stress is so important to operating a healthy franchise.  The reason for a lack of time is a lack of proper organization and priority checks.  Here are some easy tips to help you organize your business and minimize stress, so that you remain highly productive and the kind of boss you would want to work for too.

1. Learn to say “NO”!  It is a short word, but one of the most powerful words in a business owner’s vocabulary.  A feeble yes will get you caught up in unproductive tasks that lead to resentment and burnout.  Only say yes to things that are true to your brand and to your goals as a business owner.
2. Utilize set “office hours.”  For example, let your family, friends and anyone who generally can wait to speak with you be aware of your availability that between say 8 a.m. and 11 a.m., you’ll be working. Then again from 1 p.m. until 6 p.m. you’ll be “in your office.”  This is just an example, and you must pick the hours that work best for you.
3. Ignore email.  Unless you’re expecting some urgent message, don’t stop what you’re doing to check your messages every few minutes. Decide on the time frame that works best for you and then check your email at certain times during the day.  Perhaps checking every two to three hours would work for you.
4. Screen your calls.  Unless you’re expecting a call, let the voicemail get it. Just as with your email schedule, you can set aside time during the day to return calls.
5. Hire a bookkeeper and/or tax preparer.  Your bookkeeper, tax preparer, or accountant does not need to be an employee or you. Hire this person as an independent contractor just for the work you need. A bookkeeper’s services may only be needed monthly as you figure your business numbers.
6. Automate or Delegate? If routine tasks start taking up valuable money making time in your schedule, it’s time to either automate or delegate.  It’s all a matter of how you use your time—make money or waste money. You can earn money each hour by performing work, or you can waste money by doing every little thing yourself.  A college student, high school student, or anyone who can work from a computer even part-time can free you to go out and market your business, the single most important thing a business owner does each day.

Whatever you do, make the most of your time. Being disorganized not only wastes hours every day, during which you could be making money, but it also is a tremendous stress producer. Getting your office, your schedule, and your day in order can make for a much more fulfilling and profitable home-service franchise.  It can also leave some time to get enough rest, eat right, exercise, and stay positive about your future.  Remember, it is your job to market, manage people and resources, manage money and dollar-denominated decisions, and seek out mentoring relationships where all can lead happier, more successful lives.  An organized business life makes this possible.

On April 4, Rainbow International celebrated its first-ever Franchisee Appreciation Day, a gesture designed as a show of support to Rainbow International’s approximately 285 franchisees worldwide. Rainbow International is a home restoration company whose franchises offer smoke, fire, and water damage restoration services as well as carpet cleaning for commercial and residential clients.

The Franchisee Appreciation Day celebration included a handwritten note of appreciation written to every single franchise owner, and a thank-you video from the Rainbow International corporate staff. As a corporate office, The Dwyer Group® brands are always striving to give their franchisees a little extra motivation. As you explore franchises for sale, don’t forget to look for a franchise that’s committed to your success and to a good corporate culture.

FEEDBACK FROM FRANCHISEES

“Thank you so much for the support and for believing in us. We are very proud to carry the Rainbow International Restoration & Cleaning torch. It is always about doing the right thing for our customers.”

“We’re feeling the love. Thanks for the video, Rainbow International corporate office.”

“I LOVE THIS! What a great idea! Thank you WACO!”

HAVING FUN IN THE PROCESS

“Helping customers fulfill their sustainability agenda offers companies an opportunity to build trust and credibility, bringing companies closer to their customers and helping to boost customer loyalty.”

                                                              – Report by consulting firm Accenture

 In the service industry, empowering customers to be environmentally friendly and in turn save money, can help increase customer loyalty. The Dwyer Group and its seven service franchises pride themselves on customer satisfaction and loyalty, providing do-it-yourself home improvement and maintenance tips in blogs and news articles along with quality on-site service.  In fact, “Customer Focus” is one of the four main points of the company Code of Values® that we teach our service professionals.

In honor of Earth Day this Sunday, we’ve compiled a list of environmentally-friendly service tips to help “green” the home environment while conserving the earth’s resources.

Mr. Rooter® Plumbing:
-Look for an environmentally friendly product that reduces drain backups and odors.  A chemical-free product, BioChoiceES® displays the Environmental Protection Agency’s Design for the Environment logo.  It is a microbial drain cleaner that is naturally occurring and biodegradable. 

-Conserve water by maintaining your toilets and checking for leaks.  Replace flappers and fill valves every couple of years to avoid a running toilet.  A new flapper will seal properly, and a new valve will stop overfilling or filling too slowly.

Rainbow International®
-Look under your kitchen sink and remove toxic products.  These household poisonings are one of the highest threats to the health of children.  Replace with non-toxic, eco-friendly products.

-To remove a stain from your carpet, mix a solution of one-part vinegar to two-parts water in a clean spray bottle.  Let the solution sit on the stain for a while and then wipe with paper towels.

Mr. Appliance®
-If you notice your food cooking unevenly or it is taking longer than before, it may be time to replace cracked or torn oven door seals that can allow up to 20% of heat to escape.

-Give your refrigerator some breathing room by keeping the appliance at least two or three inches away from the wall. Place your refrigerator away from direct sunlight and appliances that produce heat to make your refrigerator run more efficiently.

Mr. Electric®
-Solar energy helps the environment because it reduces the need to burn fossil fuels.  That means a correlating drop in air pollution and greenhouse gases.

-Switch from incandescent lights to LED.  By changing one light bulb in your home, you minimize wasteful energy expenditure.  LED lights last 10 times longer than a regular incandescent bulb, which translates to financial savings for you and better energy efficiency.

Glass Doctor®
-Going green is as easy as fixing your windshield chip!  Because auto glass is very difficult to recycle, it’s best to prolong the life of your current windshield. Every time you repair your windshield, you save space in a landfill and reduce your use of plastics.

-Homemade environmentally-friendly glass cleaner recipe:  Start by squeezing the juice of one lemon in a clean spray bottle, then fill the bottle with water.  Add two drops of natural liquid dish soap or ½ teaspoon of baking soda (this step is to soften the water).  Close the bottle and shake well.  Spray on the glass and wipe with a lint-free cloth.

Aire Serv®
-Use high-efficiency air filters to help your air conditioning system stay cleaner longer and use less energy to keep cool.

-Plant trees or shrubs to shade the air conditioning unit, but not so close that they block airflow.

 Look to The Dwyer Group and its service franchises to provide environmentally friendly homecare tips and make every day “Earth Day.” 

This time, however, the company is pioneering a program designed to salute law enforcement officers and firefighters and to help our community’s heroes get into business for themselves through franchise incentives.

The new program, Public Protectors Franchise Advantage Program (PPFA), launched on March 20 and offers 20 percent off the minimum franchise fee for any current or former fulltime law enforcement officer or firefighter with a minimum of two years of full-time service.

“There are so many incredible heroes in everyday life,” said Dina Dwyer-Owens, Chairwoman and CEO of The Dwyer Group. “The Public Protectors Franchise Advantage Program is there to salute them and help them venture into business ownership. We are hopeful many other franchise brands will support this initiative, much like how they supported VetFran.”

To promote the PPFA launch, The Dwyer Group will waive the initial franchise fee for a qualifying individual. The value of the franchise award will range from $26,000 to $29,500, depending on the franchise brand selected. To view the full list of qualifications or to nominate yourself or someone else for the award, please visit our nomination portal at:

www.leadingtheserviceindustry.com/protectors.asp.

With proper and consistent communication to your existing customers, the good news is that you can bring your longstanding clients along with you to the next stage of your business’s journey. Franchisors have a great arsenal of marketing tools that you can use to inform the community and to get them excited about the coming changes: not just a new logo and colors, but a commitment at the core of your business to keep moving forward.

Take Lee Eppley, for example, owner of The Grounds Guys® of Southeast Charlotte in North Carolina. Eppley had been involved in landscaping for 22 years through his previous company, Final Touch Landscaping and Irrigation, Inc. Upon turning 38 last year, he realized that he had hit a glass ceiling in the very competitive Charlotte market, so he turned to The Grounds Guys as a way to drive forward his business with a national brand name.

To ensure the smooth transition for the re-branding, he followed steps laid out by The Grounds Guys corporate office. He sent out an initial letter to customers, telling them that the change was coming and why. Soon afterwards, their branding switched over from red trucks to white with The Grounds Guys logo on the side, and his crew added The Grounds Guys’ bright yellow uniforms. At the three-month mark, he sent out another round of letters to former, current, and potential customers again in what Eppley calls a “half-time show,” announcing the re-branding. When they reach six months, The Grounds Guys of Southeast Charlotte plans to host their public Grand Opening to attract new customers.

“You need to reinvest in yourself, and with a team of people behind you, you can do it,” says Eppley.

Another individual that recently re-branded his business into a The Grounds Guys franchise is Phil Klemme, owner of The Grounds Guys of Union, Mo. Klemme began working at Platt Nursery and Landscaping in 1983 and purchased the landscaping part of the business in 2004, renaming it Platt Landscaping, LLC. After a poorly performing year in 2011, hit hard by the recession in a county with one of the highest unemployment rates in the state, Klemme decided that once again, a monumental change was needed for the business.

“I felt like I wasn’t able to do my job well, and I didn’t have the marketing support I needed,” said Klemme. After officially signing on with The Grounds Guys in late 2011, Platt Landscaping re-wrapped its trucks in December and held its official grand opening on February 1, 2012. He informed his existing customers of the change through direct mail pieces, door hangers, and through partnerships with the local Chamber of Commerce and community organizations.

Klemme also spread the word through public relations efforts, including an article in the local paper and a radio interview about the brand change. Even though the process had a few bumps along the way, including a short gap between when Klemme’s old website went down and his new one went live, Klemme believes that franchising allows him to have to worry less about “management distractions,” with so much operations support provided by the franchisor.

As a franchise owner, promoting your brand to the community is still a very big job. However, the marketing, operations, and public relations franchise support that companies such as The Dwyer Group® provides allows you to focus your energy on other ways to improve your business plan.

Eppley explains, “When you sign the papers, you are driving the change, but it’s the change that ends up driving you, forcing you to change your business for the better and to use difference resources.” Many franchise owners benefit from implementing new processes such as The Dwyer Group’s frontline program and Code of Values. During Eppley’s transition process, he did say goodbye to a few of his Final Touch Landscaping & Irrigation customers. However, he reports that they were quickly replaced by new customers of The Grounds Guys.

1. Support System
When a problem comes up in a small business, it isn’t possible to look to competitors for assistance; they won’t divulge solutions since they are competing with you.  Through franchising, however, you gain a lifeline of support for problems that may arise in your business.

“They [fellow franchisees] are doing what you do in their business everyday and there’s somebody out there that’s run into the exact same problem that you’re running into.  You’re able to get the answers,” Cary Hooper, Rainbow International®, said.

Franchisees of The Dwyer Group’s seven home-service companies have the ability to call fellow franchisees or the corporate office for help to solve these problems.  There are a number of knowledgeable people available who have faced the same problems and there are systems in place universal for the entire company.

2. More Freedom
Although the first years of starting a franchise may be time intensive, eventually, your staff will be able to focus on running the labor, allowing you to focus on running the business and freeing up some of your time for family and recreation.

“It took a while for the business to grow where we are today. It seemed when we started, we took on a few more “hats,” but putting the systems to work, finding some key people, and a lot of faith and prayer, we moved forward and today we’re able to take weeks off sometimes, so that’s good,” said Rainbow International franchisees Joy and Kevin Beirne.

3. Brand Recognition
Franchising with The Dwyer Group provides a wide range of brand recognition that small businesses don’t offer.  The Dwyer Group name in itself brings years of business excellence, including the current title of one of the best companies to work for in Texas for four straight years, named by Texas Monthly magazine.  The Dwyer Group also was recently featured on an episode of the CBS hit reality show “Undercover Boss,” where the company name and values were viewed on a national scale.

“This episode ranks among the most powerful and moving episodes of ‘Undercover Boss,’” said Chris Carlson, executive producer of “Undercover Boss.”

The Dwyer Group also has seven franchise brands under its umbrella. The seven brands include Aire Serv®, Glass Doctor®, The Grounds Guys®, Mr. Appliance®, Mr. Electric®, Mr. Rooter®, and Rainbow International®.  These company brands have been at the top of their respective industries for many years and their systems and values have been proven and are paired with The Dwyer Group company values.
“I think that if we become a franchise, we have the years that The Dwyer Group has been doing this with franchising and knowing what to do with those systems.  I’ve always been looking for systems,” Gary Fouts said while at future franchisee orientation in Waco, Texas,  while considering purchasing a The Grounds Guys franchise.

Franchising with The Dwyer Group allows people’s business and personal goals to become reality.  There is a support system in place that allows for sharing of best practices among franchises and the corporate office.  Franchising opens doors for more freedom, personally and professionally, and on top of everything else, The Dwyer Group and its seven service franchises provides a solid branding benefit.  Dreams of owning your own franchise with a company that holds strong moral and ethical values can become reality franchising with The Dwyer Group.

CEO and Chairwoman Dina Dwyer-Owens commented on the successful event, “Our service brands’ growth and achievements speak volumes in today’s economy that the right team and the right systems are in place. In the state of our economy, more and more people are looking at franchise ownership and our service brands have stood out as the right choice. Already serving the U.S. and Canada with more than 1,300 franchise locations, our growing number of franchisees is proof of the positive impact that The Dwyer Group can make. The 45 future franchisees that we greeted last week is a testament to that.”

Several of the participants in last week’s orientation took a few moments to reflect on their journey in the franchising process that had brought them to The Dwyer Group’s door, and shared some of their reactions to the orientation event.

We believe that The Dwyer Group service brands attract franchisees because of our commitment to our mission, vision and Code of Values, which in turn create a family business atmosphere.

Every franchisee has a story. Each new franchise owner brings a host of skills and leadership abilities to his business that is different from the last.

Future Aire Serv® franchise owner Larry Colley is no exception. Colley joined the Army at the age of 17 and began a 21-year career in the 82^nd Airborne Division and the U.S. Army Special Forces. With deployments spanning from Somalia to Iraq, Colley received many accolades over his military tenure, including the prestigious Bronze Star. However, Colley had always dreamed with his father of starting his own business.

A TIME article recently highlighted why veterans make excellent entrepreneurs—both are “hard working, dedicated, disciplined, multi-skilled, and self-sufficient… they are strong-willed individuals who put the mission before the man.”

Colley had the leadership skills it takes to own and manage a business: “I’ve spent my entire career leading, teaching, and mentoring,” he says. He also has experience in the heating, ventilation, and air conditioning industry, but didn’t have the tools it took to strike out entirely on his own. After hearing about The Dwyer Group and Aire Serv®, he saw franchising as his solution.

After being approved to open an Aire Serv franchise, the greatest barrier to entry remaining for Colley was the initial franchise fee. Even with his 25% VetFran discount, a daunting figure of over $50,000 still remained. Colley pledged to pay down 20% of the fee, but stumbled across an innovative solution to raise the remaining $42,000.

Boost a Hero is a brand new program powered by startup company Sprigster that allows veterans to raise funds for franchising through crowdfunding, a means of soliciting micro-donations from large groups of people through social media. Through Boost a Hero, Colley will be able to tell his story to a mass audience and will connect with potential donors online.

Boost a Hero’s official fundraising website launched on Saturday, Feb. 11, and is gaining traction online and in the franchising and military communities. Donations start at $1, and result in increasing “perks” as a thank you from The Dwyer Group and Colley personally. For donors, the program allows them to support transitioning veterans in a tangible way. For franchisors, the program helps decrease barriers to entry and in turn, grows their franchise network.  

Colley’s wife, Tracy, is also a veteran, and his son, Justin, is currently serving in Afghanistan with plans to return to Florida and join his parents’ new business. Larry Colley’s story as a business owner is just beginning, and we’re looking forward to welcoming him officially to The Dwyer Group family.

To find out more or to make a donation, please visit http://boostahero.com.

Larry Colley Aire Serv in Tampa FL from Sprigster on Vimeo.