A Family of Franchise Success (Interview with Chem-Dry Franchisee James Mckeon)

We continue our series on Australian buying opportunities by speaking to James Mckeon who is a franchisee for Chem-Dry in Sydney’s Eastern Suburbs. Chem-Dry has been in business for over thirty years, since 1977, and is the largest carpet cleaning franchise in the world. James discussed with his franchise journey and gave us some unique insights into the Chem-Dry Business

Eden Exchange
Thanks for speaking with us James. Firstly, can you tell us a bit about your background and career? How did you come to be involved with Chem-Dry?

James Mckeon
My parents purchased a franchise in January 1993. They’d been looking for a business opportunity for a while. My father’s cousin Michael purchased the Orange franchise and highly recommended Chem-Dry to my cousin Christopher who subsequently purchased the Wagga franchise.

“The business fits around my lifestyle, not the other way around.”

It was on their combined recommendations that my parents bought a Sydney metro franchise. My brother Mickey and I were raised working in the business, working weekends and some evenings for pocket money.

I went to law school and ended up practicing law while my brother decided to keep running the business when my parents retired. The whole time I was practicing law I actually missed the business. It was a comparatively stress free lifestyle. I wasn’t stuck in an office all day and I could maintain my lifestyle on the income it generated… so I invested some money and joined him. That was in 2009 and we still enjoy running the business today.

Eden Exchange
Which regions of NSW do you take care of? Are there any characteristics which make these areas unique?

James Mckeon
Our business operates in Sydney’s eastern suburbs. It’s an area that allows you to charge higher prices if you are able to offer high quality service. Customers are savvy. They know if they’re getting a good job. They will pay if they receive good quality work, and they will recommend you to their friends and family.

Be in uniform, have clean equipment, have a clean and sign-written van, know your products, communicate effectively, and you’ll earn and keep a profitable database of loyal customers.

chem-dry-solutions-for-cleaner-and-healthier-living
“The network is our biggest strength. It’s big, it’s experienced, it’s close knit, and ready to assist.”

Eden Exchange
What’s your advice to potential franchisees who want to work for themselves but have never run their own business before?

James Mckeon
If you’ve never run your own business before and are considering buying one, the Chem-Dry system will really help you overcome many obstacles that fail so many small businesses. Head office is always extremely enthusiastic and genuinely concerned with helping their teams.

We’ve been in a business relationship with the Mitchell family now (Australia’s Master franchisees) for twenty-five years and still think very highly of them. Beyond the assistance offered by the Mitchells, there’s also the online training portals which really help get your theory and technical knowledge up to speed. It’s so valuable for the new guys. Franchisee Facebook forums provide one of the most valuable tools for all franchisees… if I have a problem, I post onto the Facebook forum and receive multiple insights from fellow franchisees in real time. The network is our biggest strength. It’s big, it’s experienced, it’s close knit, and ready to assist.

Eden Exchange
How has running a franchise affected your lifestyle?

James Mckeon
Lifestyle wise, running my own business is magnificent. Once you get it to a point of profitability and sustainability, it starts to provide you with freedom. If I want a long weekend I can have one, it’s as easy as putting a line through Monday in my diary. I love to go to Europe in July.. we are set up so the business can continue to operate for three or four weeks while I’m away. The business fits around my lifestyle, not the other way around.

Eden Exchange
Where do you see the Australian cleaning industry heading into the future? What are some factors operators in the sector need to be aware of?

James Mckeon
The cleaning industry, the service industry in general, is becoming more professional. Customers can rate your business and have it seen by huge audiences instantly. Reputations can be made and destroyed by online reviews. Our competitors are getting better, so we are always improving and keeping our customers happy. It is so easy for potential customers to google you to see your reviews. Always remember that.

Eden Exchange
In your opinion, who would suit running a Chem-Dry business?

James Mckeon
To run a Chem-Dry business you need to be reasonably fit with the prospect of staying that way for however long you plan to run it. For example, I wouldn’t take on the challenge if I was seventy years old. Customers need to like you. If your people skills are no good, if you’re abrasive and gruff, if you have poor personal hygiene and don’t look professional or if you can’t communicate in spoken English effectively, you’ll struggle. You’ll need an eye for detail/ Customers know where all the stains are because they made them and you need to know where all the stains are because you carefully looked for them.

 

chem-dry-area-oriental-rugs-cleaning.jpg
“Getting the chance to build and maintain relationships with clients is very rewarding.”

Eden Exchange
What are some of the key achievements you are proud of at Chem-Dry? On the other hand, what challenges have you faced to get the business where it is today?

James Mckeon
Achievements I’m proud of with Chem-Dry would primarily be our ability to maintain customers for a long period of time. I was at a job the other day and the gentleman said to me “do you boys realise how long you’ve been coming here? Since 1996!” He said he’d never dream of using anyone else. All I need is three or four hundred loyal customers like him and I never need to advertise and I’ll have a rock solid business. We’re nearly at that point with our business now.

Challenges for us would probably be avoiding coasting along, following the course of least resistance. Over time you need to rediscover your enthusiasm for the business. That’s where Head Office and the network help. Go to the national convention and meet the other franchisees, they’re really good people and you’ll get a real boost in energy from attending. You’ll also learn a few new tricks too.

Eden Exchange
What’s the most interesting part of your job? What drives you to do what you do?

James Mckeon
The most interesting part of the job is meeting new people. Getting the chance to build and maintain relationships with clients is very rewarding. Going to different places and also almost every day you meet an array of adorable dogs and cats. Without pets and children on carpet there’d be no work for Chem-Dry Bless them all!

Eden Exchange
Thanks for your time, James.

James Mckeon
Thank you!

Image result for chem dry
About Chem-Dry Australia

Chem-Dry has been in business for over 30 years, since 1977, and is the largest carpet cleaning franchise in the world. For over 20 of those years, Chem-Dry have been listed as the top rated cleaning business by Entrepreneur Magazine as well as the #1 ranked franchise in Entrepreneur’s Franchise 500 in the carpet cleaning category for 2013. Che-Dru is a green certified company, meaning they strive to provide the safest clean for you and your family as well as the environment. If you’re interested in learning all about business and Chem-Dry like the right fit for you, please click here