Duration: 14m 27s
Description
Older family members who needed in-home care presented Rob Brown and Susan Brown with the opportunity to research agencies that provided that service. Realizing the huge difference it made for their family, they started looking for an opportunity to purchase the same type of business. Listen to Rob and Susan Brown as they share with Jenna Gonser, Franchise Development Director, their compelling story of why they purchased a Right at Home franchise.
Previous Background
Susan and Rob Brown started with Right at Home in 2010, and purchased their second territory in 2012. Susan Brown has always had a career in the healthcare industry, either in pharmaceutical sales, as a physician recruiter, as well as in market research with physicians. Along her journey, she realized she wanted to do something directly helping people and making a difference in their lives. Rob Brown’s background is in engineering and was an operation manager. He also learned about in-home care when his father was diagnosed with pancreatic cancer, and they needed help from an outside agency to stay overnight with his father.
Making the Decision
Both Susan and Rob Brown had family members who needed outside in-home care. This care made such a huge difference for their families that they start looking into this business model for themselves.
Choosing Right at Home
Susan had performed most of the research on in-home care agencies, but they were looking at availability in Atlanta. It needed to be an area where people could afford the services and it was narrowed down to two brands. Rob and Susan traveled to Omaha to meet with Right at Home’s corporate team and felt that Right at Home was truly a class act. Susan said, “Everyone involved has a true heart for what we do and making a difference in people’s lives every day. There’s integrity, honesty, and a shared commitment in what we do.”
A Typical Day
Susan explains there is never a typical day. You get different things every day like a daughter calling because her father is getting released from emergency dept and she thought he would be admitted. She needs help immediately. There may be caregiver and client issues that you have to work through. There are also lots of good stories of families calling and saying this has been the best thing that has happened. Mom really trusts the caregiver and now she can leave dad at home to go out to lunch with her friends. Rob adds, “It’s such a variety of things that happen from the caregivers, to the clients, to the families, to our staff, as well it’s you. Everybody has a job where they wear a lot of hats.” Rob continues that as an owner you have to be a social worker and financial planner. No two days are alike, as well as this is 24/7 and it never stops. You have to manage the need for your time whenever it’s needed – weekends, night, or remote.
Most Valuable Support
Susan commented that the most valuable support provided by the franchisor was creating Performance Groups. She added that joining the performance group has been the best thing they’ve done for their business. Rob adds, “Performance groups include about ten different Right at Home businesses that sign nondisclosure agreements. You then share everything about your business with your group. When you have a question or problem, this amazing group of owners provides good suggestions on how to deal with the situation.” Both Rod and Susan agreed that the owners have now become their friends. When attending national meetings or other places, the performance group people are the ones they enjoy spending time with outside of actual work time. Susan added, “We look to them as being our Board of Directors. When we meet and come up with action items, they hold us accountable. And if we’re choosing things they think aren’t as important as other items, they let us know.” Another thing that Susan felt was valuable was that Right at Home provides you with the framework of what is needed to be successful. If you follow those steps, you can make yourself successful but you have to do the work.”
Advice to a Prospective Franchisee
When asked to provide advice to a new prospect, Susan commented “Your heart has to be in this. If you’re just looking for an industry to go into or a business to buy, and you are all about just making money, this is not the place for you.” Susan added that when talking to referral sources, you truly have to have a heart and passion for what you do as they can see through that. You have to be genuine and have this commitment and passion to be successful. Rob adds you have to get out of your office, go meet people, and make the connections. You’ve got to care about your clients. You can’t expect the internet to bring you leads, you have to make the relationships to grow your business. If you aren’t the selling type, then you’ve got to have the people around you who are.
Interested in franchise opportunities in Georgia, click here.
If you would like to listen to other franchise owners’ stories, click the links below:
Meet the Family | Jobin Mathai
Meet the Family | Sandi Heintz
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