My colleague Brian Sharwood and I flew down to San Antonio Texas for a Dwyer Group Conference called Dare to Dream. If you don’t know who Dwyer is, you’ll know the franchises they own: Mr Rooter, Mr Appliance, Mr Electric, Aire Serv Heating & Air Conditioning, Rainbow International Restoration & Cleaning, Glass Doctor and their newest service introduced this year called The Grounds Guys. They hold an annual reunion for their franchisees, of which there are over 1,200 individual companies attending across North America and Europe.
HomeStars was invited to participate as an exhibitor to introduce our service across the many companies. Dwyer groups held meetings over three days. What was particularly inspiring about Dwyer is how they have built a very strong culture across the franchisees that I can sum up in two words: World-class Service. From the CEO of Dwyer (Dina Dwyer-Owens) to the Customer Service Representative answering the phones for Mr Appliance, they strive to be the best service company in home improvement. It’s a tall order when you realize how many thousands of employees interact with us homeowners on a daily basis.
Their culture is founded on a code of values that seems simple on the outside, but if practiced on a daily basis acorss a very fragmented organization, it can be very powerful. The 4 tenants of their values are Respect, Integrity, Customer Focus and Having Fun. The acronmyn for these 4 tenants is R.I.C.H. and they teach new employees and franchise owners to live R.I.C.H. every day in all their business and personal dealings. As a guest, I also feel like I was treated by everyone I met with the same respect and care as I would if one of them had walked into my home.
I came away thinking about some meetings I attended at Four Seasons Hotels & Resorts as the wife of an employee. My husband enjoyed working there for seven years and the culture was very similar – live by the golden rule and by a value system built on providing the best service possible.
If you have ever hired a Mr Rooter to fix your drains, or Rainbow International to clean up water damage in your basement, you’ll see they lay a mat on your front door to wipe thier feet and put a booty around each shoe that protects your floors and carpet from tracking in any dirt. It’s a very small but unique approach – and just one example that exemplifies their code of values. Nice to see such leadership and a high bar being set in this very fragmented industry.