Duration: 23m 29s
Description
If you are interested in starting and growing a home care business, listen to Vernon and Grace Atwood, Right at Home Franchise owners, share their experiences. They talk with Jenna Gonser, Franchise Development Director at Right at Home, about the importance of separating business development and day-to-day operations, leveraging diverse backgrounds and experiences to provide quality care, and how to adapt to changes that occur over time. They discuss the importance of providing high-quality caregivers, building relationships, and seeking feedback to succeed in the home health care industry.
Previous Background
Grace and Vernon Atwood opened two territories in September 2013, and now have five Right at Home franchises straddling Los Angeles and Orange County, California. They have been married 31 years. Grace started working with her husband in the home care business just about 5 years ago, and had a background in mechanical engineering. Vernon’s background was in electronic engineering. They also had a ministry where they volunteered and visited nursing homes and homebound people. In 2012, Vernon got laid off and was looking for a new career where he could lead people. Grace adds, “I was traveling, and I was praying because my husband had just got laid off. At the end of my prayer, we were landing. I opened the magazine on the airplane, and it opened to an ad for Right at Home. I read it and its purpose. It matched Vernon’s career but also spiritual journey.” She brought the magazine home, and within 3 months they had purchased the franchise.
Why Right at Home?
Vernon noted he had worked for a firm for 30 years and then was laid off. The firm had a placement company set up for when they laid people off. So after getting laid off, he looked at alternatives, noting that he always wanted to have his own business in his community. They discussed home care companies, and the placement firm told him that if Right at Home has an available territory near him, that is what he should do. That is how it started.
Day in the Life
Grace is involved in the day-to-day, and Vernon primarily handles business development. Grace’s day starts at 8 am with a team check-in, where they discuss any emergencies or hot topics. Mid-day is another check-in, and there is a wrap-up meeting at the end of the day to prepare for the next day, covering any happening from the current day. Grace follows up with clients via phone or in-person visits. She checks referral sources and tries to schedule community outreach presentations. Vernon started the business almost 11 years ago, and his days have drastically changed since then. He says, “In the beginning, it was me and usually one other person.” He was trying to get the business started, so he’d go out and try to stir up business, find out if he could present and talk to people, and try to apply the tools they had taught him in training. Now, 11 years later, it’s really different. Vernon says he is doing more direct marketing and financial review. He envisions if he owns the business for 25 years, he would like to set up consultations or intakes. Vernon acknowledges he gets reinvigorated when he can help a family, listen to what they need, set it up, and introduce them to a caregiver. It’s great to see the peace that we cause.
Most Valuable Support
Grace loves the support she gets from the performance groups. She gets motivated from meeting with her peers, trying to push up to another level, listening to ideas, and wanting to implement those ideas. She accesses the hub for tools and resources almost every day. Vernon comments that when you first start out, Right at Home provides so much information, and you may miss some of it because you are so busy. It’s hard to receive it all. Home Improvement is also very valuable in meeting other owners. Take-off Tuesdays have been very helpful in sharing best practices and qualifying suppliers. The support Right at Home provides around recruiting and retaining caregivers has really helped us, as well as tricks and tools we learn from other owners.
Performance Groups
The Atwoods explain a bit more about Performance Groups. They share that the groups are about friendship, solving burning issues, bright ideas, and sharing financials to help get your company better. They believe that the owners who are engaging with the system are performing much better than those that don’t.
Advice to Prospective Franchisees
Vernon notes that he and Grace have provided a lot of advice in validation calls. He says it’s important to hire or add the extra person that’s going to get into growth before you get the growth. Then, you will get the growth. Grace advice includes building the team, but adds it’s important to have your “Strong Why”. This is letting every team member know “Why We Exist.” We know this is not easy, buy when you understand the “why”, it becomes a little easier.
Click the link if you are interested in franchise opportunities in California.
If you would like to listen to other franchise owners’ stories, click the links below:
Meet the Family | Anna Lezotte
Meet the Family | Pilar Suarez
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