Duration: 12m 32s
Description
Starting your own home care franchise isn’t easy. But Don Orlando’s journey with Right at Home is proof that it’s well worth the hard work. Don and his wife Peggy joined the Right at Home family in 2011. As Don remembers now, it wasn’t exactly a great time to launch a new business.
At least, that’s what his financial advisor told him when he decided to leave his stable job at Pitney Bowes. Don had been gainfully employed with the shipping software company for more than 20 years. And on top of that, the U.S. economy was just starting to dig its way out of the Great Recession.
But when Peggy was diagnosed with breast cancer, Don says, “it kind of turned our world a little bit upside down. And then we got through that, and she was like, ‘Don, I want to do something where I’m giving back to folks.’”
This was the moment that the Orlando family began its partnership with Right at Home.
The Evolution of the Orlando Family Franchise
In those early days, Don remembers, he and Peggy were putting in seven days a week just to get their franchise off the ground.
“In the beginning,” he observes, “you are everything. You wear multiple hats…We had to have an RN on our staff. So there were three of us. But it was a situation where, in the beginning, you’re just trying to get your name out there.”
Now, nearly 15 years later, the Orlandos run a family business with a full staff and two thriving territories–Harford County and Baltimore County, both just north of the city of Baltimore.
Today, says Don, “we have a good staff in place. So now, we’re just managing the business, making sure our customer service is at its highest level.”
Growing as a Family
It certainly helps to know the business is in good hands. As the franchise has grown, so has their Orlando family’s involvement. Don and Peggy’s two sons–both recent college graduates–have joined the family business.
“We’ve always pitched it as a Plan B for them, like ‘You don’t have to do this. Pursue your dreams,” Don said.
But as Don and Peggy built their Right at Home franchise into a thriving business, their sons saw the value in what their parents were doing. Both joined the Right at Home mission after finishing school.
“So it truly is a family-owned company,” says Don, “and it’s kind of cool as parents to see that your kids want to do this.”
Making Meaningful Connections
The Orlando family was drawn to Right at Home because it offered an opportunity to make a positive difference in the lives of others. And it has proven to be an extremely fulfilling journey, notes Don.
Like so many other successful Right at Home franchises, the Orlando family built their business on personal relationships, especially with the people and families they serve. Don’s heartwarming memories of an elderly client named Mr. Bill really help to drive home the importance of what our franchisees do.
Don explains that “Mr. Bill actually became like a father to me … .We took care of him for almost five years. And it was tough to see him slowly decline…The week before he passed away, my wife and I went down there, and he said, ’Don, you’ve made such a big difference in my life.’”
A People-Centered Approach
This is the type of life-changing impact that Right at Home franchises make every single day, all over the U.S. and beyond. But it’s only possible to make this impact with a staff of dedicated caregivers. The Orlandos have grown their franchise around the commitment and compassion of longtime staff members.
Don credits the franchise’s excellent retention rate to a simple philosophy.
“At the end of the day,” he says, “we’re here to take care of people. So if you focus on that, good things will happen to good people.”
Always a Call Away
Don’s people-centered approach also perfectly reflects the broader Right at Home culture. He highlights the very personal interest that corporate has taken in his success. Right at Home’s corporate office provides direct and active support to franchisees navigating the complexities of regulatory compliance, marketing their new franchise, or expanding their operation.
But this support also extends to simple everyday questions about your operation. Don praises the Right at Home corporate office for its incredible accessibility and responsiveness.
“It’s nice to know that you can pick up the phone and you have somebody in corporate who you feel wants you to succeed,” says Don. “They want to know what our pain points are, and they definitely make me feel like, ‘Hey, there’s something we can do for you.’”
Don’s Advice for Aspiring Franchise Owners
Don also stresses the value of the Right at Home business strategy. He explains that Right at Home has created a proven template for the success of your franchise.
Of course, as a business owner, it’s up to you to “hire the right people, be honest with the clients you serve, be honest with the family members you’re serving, and just keep focusing on customer service.”
But ultimately, he advises, “Stay with the model that Right at Home provides, because it works.”
Visit our available territories, or you can click the link if you are interested in franchise opportunities in Massachusetts.
If you would like to listen to other franchise owners’ stories, click the links below:
Meet the Owner | Carla Shepherd
Meet the Owner | Lauren Miller
If you are interested in joining the Right at Home family or just want more information, please submit the form below.
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