By Donna Marrin
Tell us about your business and how you started it.
Concierge Home Services is a total household management company that provides homeowners with a one-stop source for home cleaning, carpet cleaning, window washing, pet sitting and house sitting. We are adding more lines of service such as lawn cutting and snow removal. Previously, I was in high-tech Human Resources and did lots of traveling. While chatting with people on planes and while waiting at airports, I kept hearing stories from executives about their frustrations with finding reliable, quality help with their home. Whether they used private, individual providers or large-team cleaning firms, everyone had the same service issues, even in different cities. It struck me that there was a gap in the market. I spent about a year researching, and developed a way to bring together the service and consistency of hiring an individual, with the reliability and security of hiring a big firm.
In the beginning, did you have any doubts? If so, how did you overcome them?
The idea of giving up a secure salary with pension and benefits to launch my own company seemed as far-fetched as flapping my arms and flying across the ocean! However, I deeply believed in the viability of my business concept, and my research supported it. I found inspiration in reading the stories of successful entrepreneurs. Many didn’t have an idea any better than mine and they succeeded – so I knew I could as well.
What was your early vision for your business and how has it changed over time?
My vision was to create a strong company culture that supported loyalty among staff and clients. That hasn’t changed. I also knew in the beginning that I would franchise the concept. I knew I was close the day a prospective client asked me “is this a franchise?” I knew the system was solid enough to duplicate.
What has your biggest learning curve been in terms of building your business?
Initially, it was networking. Effective networking is not something you learn in school or develop in a corporate environment. I joined a BNI chapter and read lots of books by Ivan Misner and Harvey Mackay. Networking is something we teach our franchisees, because it is a valuable business skill. For the past few years, the big curve has been franchising. Twitter has helped me connect with franchisor resources all over the world, so I’ve learned a lot in the past year.
Describe a day in the life…
For the past few years, I have not been involved in the daily operation of the business. I have wonderful managers who take care of all staffing and client relationships at our corporate-owned unit. My role now is branding and franchisee support. Most days, I start the morning with 30 minutes on social media – Twitter and Facebook. Then I clear out all my email. If an email can take me two minutes to deal with, I do it then. If it will take longer than that, I file it as an action item. When my email box is empty, I go back and complete all those action items. They may be questions from my franchisees, making decisions about changes to the website, approving our company newsletter, or approving graphics for use in Web marketing. I’m also on the Executive of the Women’s Business Network of Ottawa, so there are usually tasks related to that. I may have a call scheduled with someone interested in becoming a franchisee. All leads are pre-screened with a franchisee recruitment firm, so I only spend my time talking with qualified candidates. I usually have a few projects on the go. Last year, I set up a new uniform program, easily rolled out to all our franchisees. This year, I worked with a software developer in Vancouver to put our operations manual online as a secure franchisee back office. There is always something to do, which can make our company better, stronger, more efficient or more profitable!
How do you find balance between your business life and your home life?
Initially, my business was home-based, which is how all our franchisees operate their businesses. However, as the company got bigger, it took over more of my home and it was difficult to switch off and have family time. Then our corporate office leased building space, and my family moved to a new house. Now I feel that I have an excellent work/life balance. I have structured office time when I can interact with staff and take meetings. Otherwise, I work from home, which allows me to be there for my kids when they get home from school.
Do you have a favorite business tool or resource?
I love my iPhone. With it and my laptop, I have access to so much!
What is the key to your success?
I think every successful entrepreneur must be resilient. I like to research before making decisions, and then execute. Sometimes, it doesn’t work out as planned. That is ok – mistakes happen. Never have regrets; never go back. Examine the mess to learn from it, and make a new decision based on the new information. Don’t get stuck in ruts or held back by the small failures. I think that is a key difference in how I run my business, compared with the many people I’ve known with businesses that failed.
What is the one piece of advice you would like to give to others thinking about starting a business?
Do your research to know if there is a market demand for your product or service, and work out the operational aspects to ensure that it is viable and will be profitable. I’ve seen good people with good ideas fail at running their businesses because they couldn’t structure them to operate in a sustainable or profitable way. Get advice from books, business coaches, mentors – anywhere you can!
Rebecca Page is the founder and CEO of Concierge Home Services, a total household management company. The company won the Torch Award for Marketplace Ethics from the Better Business Bureau in 2004, and again in 2009. With 3 locations in Ottawa, Rebecca works closely with her franchisees to provide support and mentorship. She is actively seeking energetic, organized women who want to be home-based franchisees and balance building a business with raising their kids. Operating her company has allowed Rebecca to balance entrepreneurship with raising her young daughters. She doesn’t watch TV, but loves to read and cook. She contributes to the wonderful community of Ottawa women by serving on the Board of the Women’s Business Network; and of Harmony House, a women’s shelter. She was a Forty Under 40 Recipient in 2009. Learn more at http://www.conciergehomeservices.com/index
