Ann Williams Essay

14723 Words 59 Pages
CHAPTER

Franchises and Buyouts
What comes to mind when you see the word franchise? For many, it’s a fast-food restaurant. For some, it’s the standardization of America—the same product or service wherever you go. For still others, it is a business model with franchisor rules that must be followed. For Dina Dwyer-Owens, however, it’s a way of teaching “principles and systems of personal and business success so that all people we touch live happier and more successful lives.”
Dwyer-Owens is chairwoman and CEO of The Dwyer Group, a holding company of seven service-based franchise organizations: Aire Serv, Glass Doctor, Mr. Appliance,
Mr. Electric, Mr. Rooter, Rainbow International, and The Grounds Guys. Founded in
1981 as
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4-3. Describe the process for evaluating a franchise opportunity.
4-4. List four reasons for buying an existing business, and describe the process of evaluating an existing business. Not For Sale

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4

Not For Sale

appointing her as acting president and CEO. She immediately faced opposition from shareholders and franchisees. One of the key opponents to her appointment told her that she knew nothing about the plumbing service they provided. She confessed to being ignorant, but responded that she knew it as a customer and asked for six months to prove herself. The fact that she continues to be CEO today is testimony to how she performed.
That was not the last time Dwyer-Owens took a risk. In January of 2012, she appeared on the television show Undercover
Boss. She found it difficult to carry out the tasks of her franchisees and their employees, and her challenges were recorded for all to see. Dwyer-Owens reported afterward that while this experience gave her a deeper appreciation for the work being done, it more importantly gave her reassurance about the model The Dwyer
Group presents to franchisees. The model is articulated through

the firm’s Code of Values (recall the discussion of codes of ethics in Chapter 2), which covers respect, integrity, customer focus, and
“having fun in the process!” (See www.dwyergroup.com/codeof-values.asp for the entire code.)
When employees

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