WEBVTT
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He came here, he brought me uh Taco John's.
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That was my request.
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I love it.
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I was on a zoo with Brady and I was like, Jimmy's coming here, he's bringing me food.
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He's like, What's he bringing you?
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I'm like, tacos, and he's like, from where?
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I'm like, Taco John's.
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Whatever works.
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We went to J.
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It is my special day.
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Yeah.
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Okay.
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And I want taco.
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Taco John's.
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Great potatoes.
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Some people request like mahogany steakhouse.
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This girl requests tacos from taco jack.
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Yeah.
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I love it.
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Okay, I gotta get my out of here.
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We don't have a headshot for Don Orlando.
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Did you check his website?
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Not yet.
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There is not a single good picture of him on the internet.
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Because he just had an anniversary and I was like begging him to send me a photo.
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So I have like one, but it's like really it's not good.
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And there isn't anything like in our records?
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Nothing.
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How about Tony Fenno?
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Because I see we don't have anything in Monday either.
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Hi Margaret.
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Those are the two that we need.
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Of course, they're not readily available.
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I know we have one registered.
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We don't have as many people registered because we do have the website on freeze right now.
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And so I wasn't sure, but Jenna picked out a reminder to everybody.
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That's in her pipeline.
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So essentially we may not have as many live participants, but we do have one that's registered so far.
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So that's I am totally okay.
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I mean, we've done these webinars where there's zero people in the audience because we know the bulk of the watchers are people who watch it from our resource library, and we get a ton of viewers, I suppose is a better word to use versus watchers.
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We got ourselves a watching.
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I have some fun questions for you today, Margaret.
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Oh, awesome.
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It's your birthday, so I should be able to ask you some.
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Ooh.
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I like it.
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That's not how this works.
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Oh, goodness.
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Yeah, I'm having a wacky hair day.
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All my curls are like.
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All right.
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It looks great.
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Perfect.
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All right, we're gonna go live.
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Hello everyone, and welcome to this Tuesday talk.
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I have my friend Margaret joining me today.
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Um I'll have her introduce herself here in just a moment.
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Um, but before we get started for our live listeners, our live viewers, we love audience participation.
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So if you have joined us live, um, I encourage you to ask a question.
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And you can do that by means of clicking on the QA button on your Zoom screen.
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It's most like at the bottom of your screen if you don't see it.
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There's a little button that says more.
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It's a circle with three dots in it.
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Click on that bad boy, and then you will see the QA button.
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Click on that and you can type in a question.
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So, Margaret, I will watch the QA box.
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You don't need to monitor that.
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I will watch it.
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As questions come in, I will make sure that I ask them and you can answer them as we are having a conversation.
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Does that sound like a plan?
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Sounds great.
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Okay.
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If you would please introduce yourself to our listeners.
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Yeah, so such a pleasure to be on this call with you, Jen.
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So yeah, I'm Margaret Haynes.
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I'm the president and CEO for Right at Home.
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Um, been sitting in this position for gosh, I think it's right at four years.
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Um, but I've been with the company 15 years.
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So I served as a COO from 2014 until 2022 and joined the organization in 2011.
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And I love getting up and coming to work every day.
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It is such a great industry and such a wonderful brand to be a part of.
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So uh appreciate the opportunity to spend this half hour with you.
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Yes, and we're glad you're here as well.
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Um, okay.
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So I know I asked you this.
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Um you and I do these interviews at least once a quarter, uh, I would say, uh, if not every other month.
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But I I typically like to ask a lot of the same questions because a lot of things change from the last time uh you and I visited.
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So uh if you would please just uh as of uh current timestamp, it is April 7th, 2026 today.
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If you would just kind of give a current State of the Union to our listeners and home care in general, that would be great.
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Yeah.
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So I mean it is an uh absolutely exciting time to be in our industry and certainly part of right at home.
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So 2026 is off to a record-setting year from an overall network perspective.
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I mean, we are already crushing through like the highest hours ever.
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And we um what gets us so excited about that is that that means, and we are looking at how many hours the whole entire network across the U.S.
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alone, not even counting our our international partners, how many hours of care we're providing in a single week, and we just keep crushing those records.
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And that gets us excited because that just means that we are helping so many families and seniors age gracefully wherever they call home, and that's what gets us excited.
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We we are really passionate about our mission to improve the quality of life for those we serve.
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And I keep saying, and we're just getting started, and I say it's such an exciting time to be a part of the industry, is just we really are, even though now we're a 31-year-old brand and 26 years in franchising.
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It is amazing to think that we are just scratching the surface.
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When you think about the aging population, and it isn't until 2030 that all the baby boomers are at least 65.
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And so we, you know, our our peak age group that we get to services, typically, when I look across the entire network, it's between 80 to 85 years of age.
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That population doesn't even hit that peak, the big boom of the boomers, till late 2030s and 2040s.
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And so, I mean, again, we really sitting here in 2026 with that many years as being a brand and growing and touching lives in a meaningful way, we truly are just starting.
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And to me, that is super exciting.
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Um, with so much opportunity ahead for all of our franchise owners to build sustainable, profitable businesses, and in doing that, uh touch lives in a really meaningful way.
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And I can just hear the excitement in your voice, and I am the same because we know being in this industry, like how truly wonderful this business is right now in 2026.
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And we're just starting.
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I know, I know.
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So I don't think it's super exciting, and I get excited when I talk about it, and I can just hear the excitement in your voice as well because it truly is an incredible opportunity and um an opportunity I'm hopeful that the our listeners and the people who do research on just home care in general, that they truly know the the opportunity that that lies ahead.
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It's a great opportunity now, but gosh, looking ahead to the future, it's it's pretty awesome.
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Yeah, yeah, it's it is very exciting.
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Yes.
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Yes.
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Okay, how about um for brand new franchise owners?
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And I I again I I mentioned I I'm gonna ask you a lot of the same questions that I've asked you before, Margaret, but a frequently asked question that we still get um today, as we always have, is you know, what sets right at home apart?
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You know, thinking of the people that are doing research on potentially joining the right at home brand, they're looking at other home care brands, senior care brands.
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Um I always ask, you know, why would we choose right at home versus someone else?
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And what sets right at home apart?
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Um, and what makes you different than others?
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And, you know, um, all of those FAQs.
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Um, I would love you to answer that question.
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Um we generally all have the same answer when it comes to that, um, but just would love to hear it from yours, your per your perspective.
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Yeah, absolutely.
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So it's a great question, and certainly we would want prospects to be, you know, looking across the industry and whatnot, because that's where you start to feel what sets right at home apart from the rest.
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So when you think about a service-based industry, one that is built on building relationships and you're going in and helping people with very personal things as we go in and help seniors age gracefully wherever they call home.
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The tasks themselves, so let's say mom needs help with bathing and grooming and maybe some light housekeeping and some cooking and and whatever else, the tasks themselves you can find replicated across different brands.
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But what we differentiate on is the way in which we approach it, the fill, the experience that is created.
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And we focus on the experience from all franchise or we think about the experience for the prospect that then hopefully becomes a franchisee.
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We want that to be a great experience and we want it to feel different than any other brand that they might engage with, just as our franchise owners, as they're building their staff, they want the culture in their office to feel different than it does any other brand that they might choose to work with or any other job they've had before.
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For the caregivers, we want it to feel different working for the right at home, the local right-at-home owner, than it is for anybody else down the street that they might go and get some hours from.
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Because that's how in a service business you differentiate.
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And so it's hard to say, well, it's this, this, and this, because it's actually an experience.
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It's the way in which we make you feel that truly is a differentiator and it's it's palatable.
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Once you experience it, then you know what it is because it it's it's that unique.
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Yes.
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Okay, awesome.
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Um, this next question is is two parts.
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Okay.
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So when you think about franchise owners who are just crushing it, they're absolutely thriving here at Ride at Home.
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Yeah.
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First question is what do they consistently do well?
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Yeah.
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And the second part is, how do we here at Right at Home support that?
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Okay.
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So there's lots of things when I think about franchise owners that are crushing it.
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Uh, what do they do really well?
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Um, and and it can be as easy as they just execute the fundamentals of the business really well.
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But I will say some of the call-outs that I'll make is they are highly engaged.
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So from the minute they decided I want to join a franchise network, they realize I can be in business for myself, but not by myself.
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So they leverage all the expertise relationships that they can build within the franchise network that helps them grow and be successful in their business.
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So they stay engaged from day one to day 15, 20, 25, 30 years down the road whenever they take this great asset and decide to do something else with it.
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So engagement is really important.
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Our top performers also they are very dialed into the health of their business.
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So they use what we call the key performance indicators.
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They use the data, they use the information that is coming out that tells them from an unbiased, non-emotional perspective, how well is your business doing?
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And they do that in conjunction with their business coach.
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So they stay engaged with their coach to say, help me continue to grow this business.
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And they have that growth mindset saying, I'm gonna keep my eye on those key figures so I can make sure that my business continues to grow.
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Because the minute your business stops growing, it's declining.
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And and that's not what you get in business for.
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You're not a business owner.
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Say, well, eh, I just want an okay kind of business.
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Uh-huh.
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Um, the the best owners are the ones that always have that growth mindset.
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They're always really passionate about touching more lives in a meaningful way.
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And that growth mindset um makes them open to um dialogue, to feedback, to coaching, knowing that it's not coming from a place of negative.
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We may still say, you know, give feedback that is um hard to hear, but it comes with positive intent, comes with love in the sense of we only want to help you build a sustainable, profitable business.
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And then so owners that dial into that, and the last thing I'll say is they have the tenacity.
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They recognize in any kind of business ownership, you're gonna have the highest of highs where you're like, This is the best thing I did since sliced bread.
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And you're gonna have the middle of the road, which eh, you know, it's good, and you're gonna have days when it's like, oh my gosh, what did I just get myself signed up for?
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Yeah.
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And they holistically understand that whichever day they're on, this too shall pass.
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Yeah.
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And and they know that with the the support that's surrounding them, that through the highs and highs will celebrate and the lows of lows will help pick themselves up, help them move through that, go over or under, around, or through whatever obstacle is there, um, because of the alignment and the strength of the brand.
00:15:37.600 --> 00:15:41.679
So, to your second half of the question, then, how do we support?
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That is what we're all about.
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That is why we exist as a corporate office.
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We get up every day thinking, how can we help our franchise owners build sustainable, profitable businesses?
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And we recognize each owner is in their own journey based on prior experience, what they're learning, how long they've owned the business, all of that.
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And we adapt our coaching to where that owner is at at the moment and helping them see the next steps in front of them.
00:16:08.320 --> 00:16:23.840
So we have excellent coaches, excellent support structure, and excellent uh subject matter experts that can go very deep into any kind of the topics, um, and so have all the resources that as a franchise owner you will have access to.
00:16:23.919 --> 00:16:28.320
At the end of the day, though, it still comes back to the franchise owner to execute in their local market.
00:16:28.639 --> 00:16:32.720
And that's where that DNA of some of the things I talked about before are really important.
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But we're here because we exist to support the franchise network, and it and it's a privilege to work with all of the owners that we have in the system.
00:16:40.080 --> 00:16:40.559
Perfect.
00:16:40.720 --> 00:16:42.480
Well, well said, Margaret.
00:16:42.639 --> 00:16:47.039
Um so speaking of, we we are a franchise concept.
00:16:47.200 --> 00:16:54.559
So you just described the franchisee, franchise, or you know, relationship between the franchisee and you know everyone here at corporate headquarters.
00:16:54.720 --> 00:16:55.039
Right.
00:16:55.279 --> 00:16:58.159
So franchising isn't for everyone.
00:16:58.639 --> 00:17:03.360
So, you know, people who are exploring Red at Home, they they know it's a it's a franchise concept.
00:17:03.440 --> 00:17:13.839
And what all comes with, you know, that that franchising, you know, footprint and um, you know, just you know, the the basics of you know uh being part of a franchise.
00:17:14.400 --> 00:17:36.160
So a concern that people have is like, hey, I am looking forward to that franchisee franchiser relationship, and people are interested in franchising because, and especially with Red at home in our tenure, we have decades of experience and resources and support and like all of those things are in place to help and support you as you start up your business.
00:17:36.640 --> 00:17:39.759
The concern that some people have is like, okay, I'm a little nervous.
00:17:39.839 --> 00:17:41.759
I'm part of a franchise concept.
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Does this mean I'm going to have, you know, um be held down and not being able to be like a true entrepreneur?
00:17:49.839 --> 00:17:52.160
So my question to you is how do we balance that?
00:17:52.240 --> 00:18:01.920
You know, like you're part of a franchise um concept, you're, you know, you have a franchise agreement that you're part of, but we instill encourage this entrepreneurship.
00:18:02.160 --> 00:18:12.880
All of our franchise owners are running the same business, the same right-at-home business, but they do have that flexibility to run it kind of in their own individual way.
00:18:13.119 --> 00:18:15.039
So can you describe that to our listeners?
00:18:15.200 --> 00:18:30.240
The the ones out there that are like, you know, franchising, not quite sure because it has just the solid, you know, stamp I'm gonna have to stay within this box and I'm bound by so many things, and I'm not gonna be able to be a true entrepreneur, which I would say that that isn't completely true.
00:18:30.400 --> 00:18:41.599
So if you could kind of describe how we still give franchise owners that flexibility and that freedom while still, you know, uh following um uh the the footprint of our franchise.
00:18:42.160 --> 00:18:43.839
Yeah, you know, it's it's a great question.
00:18:43.920 --> 00:18:46.400
And when you think about franchising in general, I do.
00:18:46.480 --> 00:19:21.200
I think there's there's great stories and maybe what you would call horror stories of different kinds of franchising concepts where all you're doing is kind of an order taker, like you know, the product and everything's dictated of what you have to use and whatnot, versus us and of being part of a franchise network, that we do have rules that you need to follow and key things, but it's around really important things that ensure that it's a protected brand, that it's a solid brand that you're buying into that you feel good about as you open it up in your local market.
00:19:21.359 --> 00:19:25.039
So how the brand can be used and IP kinds of things.
00:19:25.279 --> 00:19:31.759
But then when you think about that entrepreneurial spirit, you do have a lot of flexibility in making this your own.
00:19:31.839 --> 00:19:41.279
You're gonna create your own culture with your office, you're gonna hire your own people to come alongside you and help you grow this business, even with the services that provided.
00:19:41.440 --> 00:19:49.279
Um, we have some different levels of service, so companion care, private um care, and then also um specialized nursing.
00:19:49.440 --> 00:19:52.559
And you can decide, you know, where you want to play.
00:19:52.720 --> 00:19:59.440
Most offices play in the first two levels, and then there's some that decide they really want in to get into that specialized nursing service.
00:19:59.519 --> 00:20:11.200
That's a choice that you make, it's not a mandate that you, gosh, you have to offer all three levels of service because we too recognize when you move to that specialized nursing service, it's a whole different ballgame.
00:20:11.359 --> 00:20:17.359
It's it's a different expectation of what you need based on the needs of the clients that you're taking care of.
00:20:17.440 --> 00:20:18.799
So that's just one example.
00:20:18.880 --> 00:20:36.240
But but you're able to, in your local market, get out and build the relationship and be the face of that business and really create a culture and a business itself that encompasses you as an individual and and helps bring to the community a service that that's very well needed.
00:20:36.400 --> 00:20:45.839
So we have some things that you need to have as guardrails because they're they're critical to the brand and critical to being fair to your neighbors and all of that.
00:20:46.079 --> 00:20:52.160
But aside from that, our best ideas, I will tell you, come from our our franchise owners.
00:20:52.400 --> 00:20:57.440
They're entrepreneurs, they have great ideas and they feed them up to us, and we love that.
00:20:57.599 --> 00:20:59.519
And and there's all different levels of that.
00:20:59.680 --> 00:21:03.920
We have some franchise owners that are very like like trying new things.
00:21:04.000 --> 00:21:17.279
So they do a lot of our pilots that we're trying because they want to be involved, and others are like, yeah, I want to bring it to me when it's a proven concept and you've got a good, you know, return on investment kind of calculation, and then I'm ready.
00:21:17.359 --> 00:21:20.079
And we're like, great, then we can bring it to you then.
00:21:20.240 --> 00:21:32.079
And so I think franchising and the way that we approach it at Right of Home is the perfect combination that again allows you to be in business for yourself without being business by yourself.
00:21:32.160 --> 00:21:37.680
And it's a really good symbiotic relationship that ultimately can drive great, great success.
00:21:38.000 --> 00:21:39.359
Okay, well said again.
00:21:39.519 --> 00:21:40.480
Thank you for that.
00:21:40.720 --> 00:21:42.079
Um, next question.
00:21:42.240 --> 00:21:46.720
I already know you're gonna be like, ooh, I could talk about this for a solid hour.
00:21:47.039 --> 00:21:48.400
So this this is a big question.
00:21:48.480 --> 00:21:55.519
And we've uh I know something that we have been talking about so much lately, just given kind of what's going on in the world.
00:21:55.759 --> 00:21:59.839
Um, and as a part of the leadership team, as we look ahead to the future.
00:22:00.720 --> 00:22:13.599
So my question to you is what is Right at Home talking about today in areas of technology, innovation, and AI to help owners scale more efficiently in the future?
00:22:14.079 --> 00:22:21.359
So again, I don't even know where to start on this one for you because there's so much to talk about and so much going on.
00:22:21.519 --> 00:22:29.680
Just uh give our listeners just like a general update on on what we're talking about right now and what we're thinking about as we look ahead to the future.
00:22:30.079 --> 00:22:30.400
Yeah.
00:22:30.559 --> 00:22:44.000
So uh uh if someone hasn't, you know, either interacted with AI or had a conversation with somebody else about AI, um I I would wonder, gosh, have you been interacting for even?
00:22:44.400 --> 00:22:45.039
Yeah, yeah, yeah.
00:22:45.119 --> 00:22:45.920
Where have you been?
00:22:46.079 --> 00:22:51.119
Um so AI is everywhere, and AI both excites me and it also scares me.
00:22:51.279 --> 00:23:02.000
Um it excites me from the aspect of that it is going to and is already creating efficiency within core operations.
00:23:02.079 --> 00:23:24.400
And so as we look at our own business, we're looking at AI in ways that it can drive efficiency in each franchisee's office, taking some of the routine things that need to be done in an office, automating them, letting an AI assist with them so they can spend more on the human things that that AI can't replace, and that's the relationship building and whatnot.
00:23:24.640 --> 00:23:32.319
So we already have AI technology that's infused into like applicant tracking systems and how it's using that to be more responsive.
00:23:32.480 --> 00:23:42.880
And in in the CRM, a customer relationship management system, it uses AI capability and scheduling software, it's getting infused with AI capability.
00:23:43.279 --> 00:23:49.759
So on our strategic roadmap, three years ago, we started a plan back in 2022.
00:23:49.839 --> 00:23:52.079
We did we always kind of work in a three-year cycle.
00:23:52.240 --> 00:23:56.160
And so in 2022, when we created that plan, there was no mention of AI.
00:23:56.400 --> 00:24:03.680
Fast forward to 2023, and already we were saying we need to stand up an AI team and we need to stand up an innovation team.
00:24:03.920 --> 00:24:10.319
And the innovation team is just thinking about how do I innovate around the business model and how do I innovate around technology.
00:24:10.559 --> 00:24:28.480
So those teams are now established, and AI now sits squarely on our strategic plan very prominently to say it is here to stay, but we want to make sure that we are helping our franchise owners also do it in a responsible way.
00:24:28.640 --> 00:24:34.720
Because we recognize in our industry we do have sensitive data that we're that we handle, right?
00:24:34.799 --> 00:24:41.759
So we have PHI, personal health care information, uh data that we've got to make sure is protected.
00:24:41.839 --> 00:24:48.240
So we are helping educate franchise owners on how you can use AI responsibly, what does that look like?
00:24:48.400 --> 00:24:50.880
What are the guardrails you should have around it?
00:24:51.039 --> 00:25:00.240
And then we're testing different AI capabilities with them, and or they're testing it and we're monitoring it because there's so many things happening right now.
00:25:00.400 --> 00:25:07.680
So when I look to the future, AI is gonna touch all aspects of the business in terms of driving efficiency.
00:25:07.920 --> 00:25:13.839
I don't see AI stepping in and being a robot that's gonna go in and start to provide the care.
00:25:13.920 --> 00:25:17.920
And I hope if that ever happens, it happens when I've left this world.
00:25:18.400 --> 00:25:24.319
Because it's very, you know, uh a very personal thing in terms of the care that's provided in the home.
00:25:24.559 --> 00:25:41.519
But AI is gonna be a great tool, even helping the caregivers as they're in the home and helping with the caregiver plan uh the care plans that are being executed with that client and being able to predict things more readily, as even healthcare embraces more of this technology.
00:25:41.680 --> 00:25:52.960
So to me, again, exciting exciting time to be part of this broad ecosystem of health care because things are changing fast and we're right there with them.
00:25:53.119 --> 00:25:55.039
We're not looking to be bleeding edge.
00:25:55.200 --> 00:26:08.000
We want to be smart because it is a vulnerable population that we're taking care of, which is what scares me about the AI part, is just the scam side of things that that um can prey on the population that we serve.
00:26:08.160 --> 00:26:16.400
But we've got so much opportunity in front of us, and and we're all from over it from a technology and leaning into the new capabilities that are becoming available.
00:26:16.720 --> 00:26:18.160
Yes, and I I agree with you.
00:26:18.319 --> 00:26:29.119
The the exciting and scary part, just thinking back, you know, three years ago when we were just starting to talk about AI and how much it has advanced to present day.
00:26:29.440 --> 00:26:31.599
Where are we going to be in that regard?
00:26:34.400 --> 00:26:41.200
Exciting opportunity and it's an exciting ad to our business, to health efficiencies and and so many things.
00:26:41.359 --> 00:26:47.359
But you're right, I don't I don't believe robots are gonna be re replacing caregivers uh anytime soon.
00:26:47.440 --> 00:27:00.960
It's just the the AI and innovation is is really gonna help us as far as infusing it into our already awesome business model to help our franchise owners just uh run their businesses in a in a more efficient way.
00:27:01.119 --> 00:27:09.279
So very exciting, but kind of unknown at this point because it's changed so much in the past few years, and I'm sure it will uh in the next few years to come.
00:27:09.759 --> 00:27:10.799
Absolutely, absolutely.
00:27:11.359 --> 00:27:13.920
Okay, so next question for you.
00:27:14.400 --> 00:27:28.000
Um so for someone who is doing uh in their early stages of doing uh research on right at home, what would you say if they become a right at home franchise owner?
00:27:28.559 --> 00:27:35.680
What's the biggest mistake someone could make in their early stages of being a right-at-home owner?
00:27:35.839 --> 00:27:40.160
What is something like there's one thing you don't want to do, it's this?
00:27:40.640 --> 00:27:41.039
Yeah.
00:27:41.440 --> 00:27:49.039
So the first thing that pops into my mind is the opposite of what I talked about earlier, which was what do the, you know, the top performing offices do?
00:27:49.119 --> 00:28:02.880
And that is the biggest mistake would be to disengage from the from the from the corporate office, from your business coach, from the the support and the resources and everything that is there to help you learn this new industry.
00:28:02.960 --> 00:28:09.680
Because the majority of our owners come in with no background around home care, and most likely no background around health care.
00:28:09.920 --> 00:28:13.839
We have some that come from a healthcare space, maybe they were a nurse before, etc.
00:28:14.240 --> 00:28:35.759
But for the majority, most of them come from all different walks of life, and yet we have the help take your prior experience and connect that to a new industry and the way in which you can then use that to build a new business that that um can serve your community in a really special way.
00:28:36.000 --> 00:28:47.359
So the biggest mistake would be sign on the dotted line and then be like, okay, now I know home care, I'm gonna go do it by myself and operate as if you're on an island because you're not.
00:28:48.079 --> 00:28:54.319
And we're always here and we're gonna reach out to you and and want to engage with you, but it takes two people to engage.
00:28:54.480 --> 00:28:54.799
Yeah.
00:28:55.119 --> 00:28:58.880
And uh so I that's the first thing that pops in my mind is the biggest mistake.
00:28:59.200 --> 00:29:00.000
Okay, perfect.
00:29:00.319 --> 00:29:16.480
So um, speaking of all the people that we have here at Right at Home Corporate to help our franchise owners, you know, run their businesses, how important is it for right at home franchise owners to engage with other right-at-home franchise owners?
00:29:16.720 --> 00:29:22.000
Maybe just give some examples of why that's so important and ways that people can do that.
00:29:22.400 --> 00:29:22.640
Yeah.
00:29:22.799 --> 00:29:39.599
So again, you join a franchise network for a reason, and it's partly because you've got all these resources from the franchise or perspective, but also you can look across the brand and see all these other individuals that are running really successful businesses that started at the same point you did, right?
00:29:39.759 --> 00:29:40.000
Uh-huh.
00:29:40.160 --> 00:29:44.960
You know, they either decided I'm gonna start a brand new business or maybe they bought a resale and they jumped in.
00:29:45.119 --> 00:29:51.759
I call it they jumped on the semi as it was flying down the interstate, but they did it, you know, and and they're in running their business.
00:29:52.400 --> 00:29:57.200
So it's important to build relationships with your other right-at-home peers.
00:29:57.519 --> 00:29:59.119
And we help you in a couple ways.
00:29:59.279 --> 00:30:03.839
Certainly you'll meet other peers as you go through potentially Discovery Day.
00:30:03.920 --> 00:30:10.079
You might then go with those same people through training or in your training class, you know, others that are going through that process.
00:30:10.240 --> 00:30:15.279
Uh, an introduction to other owners that are in uh, you know, maybe in your same state.
00:30:15.359 --> 00:30:20.400
You know, a lot of our states will do some state calls and state meetings from time to time.
00:30:20.559 --> 00:30:29.039
And then we bring all the owners together every year to what we call home improvement, which we're getting ready to go to in less than two weeks.
00:30:29.200 --> 00:30:33.039
We're all gonna be together, um, which is also a great thing.
00:30:33.119 --> 00:31:16.480
And I would add that to the list of what the top do or a big mistake is not coming to home improvement, nine getting engaged in all the different ways that we have for you, you know, for hours, and I know we only have like four minutes, but we've got lots of different ways um throughout your journey in the Right at Home Network to engage with your peers, whether that's through a performance group, whether that is through state meetings, whether that is through serving on task force, um, participating in Takeoff Tuesdays, which is a a regular Zoom call that we do across the network with this, you know, specific topics, you know what they are coming into it, and you get to hear from your peers and learn about best practices.
00:31:16.720 --> 00:31:33.920
So I, you know, that's the beauty of a franchise network, and that certainly uh the way in which we approach it and the relationships and the connectivity that we have between our franchise owners is part of that culture I was talking about at the beginning of the call that really separates us when we think about what makes us different.
00:31:34.160 --> 00:31:35.119
Okay, awesome.
00:31:35.200 --> 00:31:35.599
Thank you.
00:31:36.160 --> 00:31:47.279
Okay, so for someone watching this video right now who is considering joining right at home, what is one piece of advice you would give to that viewer?
00:31:47.759 --> 00:31:48.319
Yeah.
00:31:48.640 --> 00:31:54.640
So um my my advice would be take advantage of the list of the franchise owners that we give you.
00:31:54.799 --> 00:31:56.480
We don't tell you who you need to call.
00:31:56.799 --> 00:32:06.000
If you have specific questions, you know your your development director can point you in the direction and give you some suggestions, but you have the list of all of our franchise owners.
00:32:06.240 --> 00:32:06.559
All of them.
00:32:06.799 --> 00:32:07.440
So call them.
00:32:07.680 --> 00:32:08.079
Call them.
00:32:08.400 --> 00:32:13.519
Because my hope is you get someone on a great day, and they're like, this is the best thing since sliced bread.
00:32:13.599 --> 00:32:16.559
You get someone on a good day saying, Yeah, it's good, I'm doing great.
00:32:16.720 --> 00:32:22.400
And quite honestly, I hope you get someone on a hair on fire kind of day, and they're like, you know, I don't have time to talk to you today, Jen.
00:32:22.559 --> 00:32:25.039
I've got to go work on this, I'll call you back later.
00:32:25.200 --> 00:32:32.160
Because at the end of the day, we don't want to sell you a franchise, we want to make sure it's a good match for you and a good match for us.
00:32:32.319 --> 00:32:32.559
Yep.
00:32:32.880 --> 00:32:38.640
Because it is it's a wonderful business, you're gonna touch lives in a meaningful way, but it isn't for everybody.
00:32:38.880 --> 00:32:53.920
And we do our best to try to make sure that that we have open and honest, and the best way for you to know what it's like to run a business is talk to talk to our franchise owners and get to understand what it's like to engage with us and to be part of this amazing network.
00:32:54.240 --> 00:32:57.119
Yes, so very true, and excellent advice.
00:32:57.200 --> 00:33:10.240
And I would say uh the best advice you could give someone looking to join the Right at Home system, there is no better way to really fully understand what this is going to be like other than talking to our franchise owners directly.
00:33:10.400 --> 00:33:11.839
So excellent advice.
00:33:12.000 --> 00:33:14.000
Um okay, Margaret, thank you so much.
00:33:14.160 --> 00:33:15.039
Our time is up.
00:33:15.200 --> 00:33:17.599
I uh so appreciate you taking the time to do this.
00:33:17.759 --> 00:33:18.720
I know you're very busy.
00:33:19.119 --> 00:33:21.759
I so appreciate it, and I know that our viewers do as well.
00:33:21.839 --> 00:33:22.400
So thank you.
00:33:22.640 --> 00:33:23.519
Yeah, my pleasure.
00:33:23.599 --> 00:33:24.720
Thank you so much for the opportunity.
00:33:24.880 --> 00:33:26.400
Yes, okay, until next time.
00:01:07.040 --> 00:01:09.280
He came here, he brought me uh Taco John's.
00:01:09.439 --> 00:01:10.239
That was my request.
00:01:12.640 --> 00:01:13.040
I love it.
00:01:13.359 --> 00:01:16.239
I was on a zoo with Brady and I was like, Jimmy's coming here, he's bringing me food.
00:01:16.319 --> 00:01:17.359
He's like, What's he bringing you?
00:01:17.439 --> 00:01:19.439
I'm like, tacos, and he's like, from where?
00:01:19.599 --> 00:01:21.680
I'm like, Taco John's.
00:01:23.519 --> 00:01:24.560
Whatever works.
00:01:24.719 --> 00:01:25.439
We went to J.
00:01:26.480 --> 00:01:27.920
It is my special day.
00:01:28.159 --> 00:01:28.400
Yeah.
00:01:28.799 --> 00:01:28.879
Okay.
00:01:29.359 --> 00:01:30.400
And I want taco.
00:01:30.959 --> 00:01:31.519
Taco John's.
00:01:33.760 --> 00:01:35.280
Great potatoes.
00:01:36.000 --> 00:01:42.719
Some people request like mahogany steakhouse.
00:01:43.599 --> 00:01:47.280
This girl requests tacos from taco jack.
00:01:47.359 --> 00:01:47.840
Yeah.
00:01:48.400 --> 00:01:49.359
I love it.
00:01:51.200 --> 00:01:53.200
Okay, I gotta get my out of here.
00:01:59.439 --> 00:02:01.680
We don't have a headshot for Don Orlando.
00:02:06.560 --> 00:02:07.760
Did you check his website?
00:02:08.080 --> 00:02:08.719
Not yet.
00:02:09.120 --> 00:02:12.159
There is not a single good picture of him on the internet.
00:02:14.719 --> 00:02:19.199
Because he just had an anniversary and I was like begging him to send me a photo.
00:02:19.439 --> 00:02:24.159
So I have like one, but it's like really it's not good.
00:02:24.719 --> 00:02:27.280
And there isn't anything like in our records?
00:02:27.599 --> 00:02:28.479
Nothing.
00:02:29.919 --> 00:02:31.199
How about Tony Fenno?
00:02:31.439 --> 00:02:33.840
Because I see we don't have anything in Monday either.
00:02:34.159 --> 00:02:35.280
Hi Margaret.
00:02:38.080 --> 00:02:39.759
Those are the two that we need.
00:02:40.879 --> 00:02:43.039
Of course, they're not readily available.
00:03:15.439 --> 00:03:16.879
I know we have one registered.
00:03:17.120 --> 00:03:21.439
We don't have as many people registered because we do have the website on freeze right now.
00:03:21.599 --> 00:03:29.599
And so I wasn't sure, but Jenna picked out a reminder to everybody.
00:03:29.919 --> 00:03:31.599
That's in her pipeline.
00:03:35.280 --> 00:03:41.439
So essentially we may not have as many live participants, but we do have one that's registered so far.
00:03:41.599 --> 00:03:43.840
So that's I am totally okay.
00:03:43.919 --> 00:03:59.280
I mean, we've done these webinars where there's zero people in the audience because we know the bulk of the watchers are people who watch it from our resource library, and we get a ton of viewers, I suppose is a better word to use versus watchers.
00:04:00.879 --> 00:04:02.719
We got ourselves a watching.
00:04:07.360 --> 00:04:09.520
I have some fun questions for you today, Margaret.
00:04:09.680 --> 00:04:10.319
Oh, awesome.
00:04:10.479 --> 00:04:12.719
It's your birthday, so I should be able to ask you some.
00:04:13.039 --> 00:04:13.439
Ooh.
00:04:14.240 --> 00:04:14.879
I like it.
00:04:15.199 --> 00:04:16.720
That's not how this works.
00:04:23.680 --> 00:04:24.879
Oh, goodness.
00:04:25.439 --> 00:04:27.759
Yeah, I'm having a wacky hair day.
00:04:28.079 --> 00:04:29.680
All my curls are like.
00:04:35.279 --> 00:04:35.759
All right.
00:04:37.199 --> 00:04:38.240
It looks great.
00:04:39.120 --> 00:04:39.759
Perfect.
00:04:41.839 --> 00:04:43.519
All right, we're gonna go live.
00:04:49.920 --> 00:04:53.759
Hello everyone, and welcome to this Tuesday talk.
00:04:53.920 --> 00:04:57.279
I have my friend Margaret joining me today.
00:04:57.439 --> 00:05:00.959
Um I'll have her introduce herself here in just a moment.
00:05:01.040 --> 00:05:07.759
Um, but before we get started for our live listeners, our live viewers, we love audience participation.
00:05:07.920 --> 00:05:12.240
So if you have joined us live, um, I encourage you to ask a question.
00:05:12.399 --> 00:05:17.519
And you can do that by means of clicking on the QA button on your Zoom screen.
00:05:17.759 --> 00:05:20.639
It's most like at the bottom of your screen if you don't see it.
00:05:20.800 --> 00:05:22.480
There's a little button that says more.
00:05:22.720 --> 00:05:24.319
It's a circle with three dots in it.
00:05:24.560 --> 00:05:28.240
Click on that bad boy, and then you will see the QA button.
00:05:28.399 --> 00:05:30.639
Click on that and you can type in a question.
00:05:30.800 --> 00:05:32.800
So, Margaret, I will watch the QA box.
00:05:32.959 --> 00:05:34.079
You don't need to monitor that.
00:05:34.160 --> 00:05:34.879
I will watch it.
00:05:35.120 --> 00:05:41.759
As questions come in, I will make sure that I ask them and you can answer them as we are having a conversation.
00:05:41.920 --> 00:05:42.959
Does that sound like a plan?
00:05:43.360 --> 00:05:44.079
Sounds great.
00:05:44.319 --> 00:05:44.639
Okay.
00:05:44.800 --> 00:05:48.879
If you would please introduce yourself to our listeners.
00:05:49.199 --> 00:05:52.319
Yeah, so such a pleasure to be on this call with you, Jen.
00:05:52.480 --> 00:05:54.240
So yeah, I'm Margaret Haynes.
00:05:54.319 --> 00:05:56.639
I'm the president and CEO for Right at Home.
00:05:56.800 --> 00:06:01.519
Um, been sitting in this position for gosh, I think it's right at four years.
00:06:01.680 --> 00:06:03.920
Um, but I've been with the company 15 years.
00:06:04.079 --> 00:06:12.160
So I served as a COO from 2014 until 2022 and joined the organization in 2011.
00:06:12.319 --> 00:06:14.800
And I love getting up and coming to work every day.
00:06:14.959 --> 00:06:18.000
It is such a great industry and such a wonderful brand to be a part of.
00:06:18.160 --> 00:06:20.959
So uh appreciate the opportunity to spend this half hour with you.
00:06:21.199 --> 00:06:23.360
Yes, and we're glad you're here as well.
00:06:23.519 --> 00:06:24.639
Um, okay.
00:06:24.959 --> 00:06:26.560
So I know I asked you this.
00:06:26.639 --> 00:06:32.480
Um you and I do these interviews at least once a quarter, uh, I would say, uh, if not every other month.
00:06:32.560 --> 00:06:39.439
But I I typically like to ask a lot of the same questions because a lot of things change from the last time uh you and I visited.
00:06:39.600 --> 00:06:46.399
So uh if you would please just uh as of uh current timestamp, it is April 7th, 2026 today.
00:06:46.560 --> 00:06:55.040
If you would just kind of give a current State of the Union to our listeners and home care in general, that would be great.
00:06:55.360 --> 00:06:55.839
Yeah.
00:06:56.079 --> 00:07:02.399
So I mean it is an uh absolutely exciting time to be in our industry and certainly part of right at home.
00:07:02.639 --> 00:07:08.319
So 2026 is off to a record-setting year from an overall network perspective.
00:07:08.480 --> 00:07:12.800
I mean, we are already crushing through like the highest hours ever.
00:07:12.879 --> 00:07:20.879
And we um what gets us so excited about that is that that means, and we are looking at how many hours the whole entire network across the U.S.
00:07:21.040 --> 00:07:29.199
alone, not even counting our our international partners, how many hours of care we're providing in a single week, and we just keep crushing those records.
00:07:29.439 --> 00:07:38.800
And that gets us excited because that just means that we are helping so many families and seniors age gracefully wherever they call home, and that's what gets us excited.
00:07:38.959 --> 00:07:43.279
We we are really passionate about our mission to improve the quality of life for those we serve.
00:07:43.439 --> 00:07:57.439
And I keep saying, and we're just getting started, and I say it's such an exciting time to be a part of the industry, is just we really are, even though now we're a 31-year-old brand and 26 years in franchising.
00:07:58.160 --> 00:08:01.519
It is amazing to think that we are just scratching the surface.
00:08:01.600 --> 00:08:08.800
When you think about the aging population, and it isn't until 2030 that all the baby boomers are at least 65.
00:08:09.120 --> 00:08:18.800
And so we, you know, our our peak age group that we get to services, typically, when I look across the entire network, it's between 80 to 85 years of age.
00:08:19.439 --> 00:08:26.959
That population doesn't even hit that peak, the big boom of the boomers, till late 2030s and 2040s.
00:08:27.040 --> 00:08:37.840
And so, I mean, again, we really sitting here in 2026 with that many years as being a brand and growing and touching lives in a meaningful way, we truly are just starting.
00:08:37.919 --> 00:08:40.080
And to me, that is super exciting.
00:08:40.159 --> 00:08:49.519
Um, with so much opportunity ahead for all of our franchise owners to build sustainable, profitable businesses, and in doing that, uh touch lives in a really meaningful way.
00:08:49.759 --> 00:09:02.480
And I can just hear the excitement in your voice, and I am the same because we know being in this industry, like how truly wonderful this business is right now in 2026.
00:09:02.879 --> 00:09:04.080
And we're just starting.
00:09:04.320 --> 00:09:05.200
I know, I know.
00:09:05.279 --> 00:09:24.799
So I don't think it's super exciting, and I get excited when I talk about it, and I can just hear the excitement in your voice as well because it truly is an incredible opportunity and um an opportunity I'm hopeful that the our listeners and the people who do research on just home care in general, that they truly know the the opportunity that that lies ahead.
00:09:24.960 --> 00:09:29.600
It's a great opportunity now, but gosh, looking ahead to the future, it's it's pretty awesome.
00:09:29.919 --> 00:09:32.240
Yeah, yeah, it's it is very exciting.
00:09:32.399 --> 00:09:32.720
Yes.
00:09:32.960 --> 00:09:33.200
Yes.
00:09:33.360 --> 00:09:37.679
Okay, how about um for brand new franchise owners?
00:09:37.759 --> 00:09:53.519
And I I again I I mentioned I I'm gonna ask you a lot of the same questions that I've asked you before, Margaret, but a frequently asked question that we still get um today, as we always have, is you know, what sets right at home apart?
00:09:54.000 --> 00:10:03.519
You know, thinking of the people that are doing research on potentially joining the right at home brand, they're looking at other home care brands, senior care brands.
00:10:03.840 --> 00:10:07.519
Um I always ask, you know, why would we choose right at home versus someone else?
00:10:07.600 --> 00:10:09.679
And what sets right at home apart?
00:10:09.840 --> 00:10:12.240
Um, and what makes you different than others?
00:10:12.399 --> 00:10:15.440
And, you know, um, all of those FAQs.
00:10:15.600 --> 00:10:18.159
Um, I would love you to answer that question.
00:10:19.279 --> 00:10:28.000
Um we generally all have the same answer when it comes to that, um, but just would love to hear it from yours, your per your perspective.
00:10:28.320 --> 00:10:29.360
Yeah, absolutely.
00:10:29.519 --> 00:10:40.559
So it's a great question, and certainly we would want prospects to be, you know, looking across the industry and whatnot, because that's where you start to feel what sets right at home apart from the rest.
00:10:40.799 --> 00:10:52.960
So when you think about a service-based industry, one that is built on building relationships and you're going in and helping people with very personal things as we go in and help seniors age gracefully wherever they call home.
00:10:53.200 --> 00:11:07.039
The tasks themselves, so let's say mom needs help with bathing and grooming and maybe some light housekeeping and some cooking and and whatever else, the tasks themselves you can find replicated across different brands.
00:11:07.200 --> 00:11:14.799
But what we differentiate on is the way in which we approach it, the fill, the experience that is created.
00:11:14.960 --> 00:11:24.399
And we focus on the experience from all franchise or we think about the experience for the prospect that then hopefully becomes a franchisee.
00:11:24.639 --> 00:11:43.279
We want that to be a great experience and we want it to feel different than any other brand that they might engage with, just as our franchise owners, as they're building their staff, they want the culture in their office to feel different than it does any other brand that they might choose to work with or any other job they've had before.
00:11:43.440 --> 00:11:54.399
For the caregivers, we want it to feel different working for the right at home, the local right-at-home owner, than it is for anybody else down the street that they might go and get some hours from.
00:11:54.639 --> 00:11:57.440
Because that's how in a service business you differentiate.
00:11:57.519 --> 00:12:02.399
And so it's hard to say, well, it's this, this, and this, because it's actually an experience.
00:12:02.480 --> 00:12:09.200
It's the way in which we make you feel that truly is a differentiator and it's it's palatable.
00:12:09.360 --> 00:12:15.360
Once you experience it, then you know what it is because it it's it's that unique.
00:12:15.600 --> 00:12:16.000
Yes.
00:12:16.240 --> 00:12:17.679
Okay, awesome.
00:12:19.279 --> 00:12:22.080
Um, this next question is is two parts.
00:12:22.240 --> 00:12:22.559
Okay.
00:12:22.720 --> 00:12:30.080
So when you think about franchise owners who are just crushing it, they're absolutely thriving here at Ride at Home.
00:12:30.240 --> 00:12:30.480
Yeah.
00:12:30.720 --> 00:12:35.039
First question is what do they consistently do well?
00:12:35.279 --> 00:12:35.519
Yeah.
00:12:35.679 --> 00:12:41.120
And the second part is, how do we here at Right at Home support that?
00:12:41.440 --> 00:12:41.759
Okay.
00:12:42.399 --> 00:12:46.639
So there's lots of things when I think about franchise owners that are crushing it.
00:12:46.799 --> 00:12:48.480
Uh, what do they do really well?
00:12:48.559 --> 00:12:53.200
Um, and and it can be as easy as they just execute the fundamentals of the business really well.
00:12:53.360 --> 00:12:58.240
But I will say some of the call-outs that I'll make is they are highly engaged.
00:12:58.399 --> 00:13:05.679
So from the minute they decided I want to join a franchise network, they realize I can be in business for myself, but not by myself.
00:13:05.919 --> 00:13:18.960
So they leverage all the expertise relationships that they can build within the franchise network that helps them grow and be successful in their business.
00:13:19.120 --> 00:13:28.720
So they stay engaged from day one to day 15, 20, 25, 30 years down the road whenever they take this great asset and decide to do something else with it.
00:13:28.879 --> 00:13:30.799
So engagement is really important.
00:13:31.200 --> 00:13:35.759
Our top performers also they are very dialed into the health of their business.
00:13:35.840 --> 00:13:39.200
So they use what we call the key performance indicators.
00:13:39.360 --> 00:13:50.480
They use the data, they use the information that is coming out that tells them from an unbiased, non-emotional perspective, how well is your business doing?
00:13:50.639 --> 00:13:53.679
And they do that in conjunction with their business coach.
00:13:53.759 --> 00:13:58.720
So they stay engaged with their coach to say, help me continue to grow this business.
00:13:58.879 --> 00:14:06.559
And they have that growth mindset saying, I'm gonna keep my eye on those key figures so I can make sure that my business continues to grow.
00:14:06.720 --> 00:14:09.759
Because the minute your business stops growing, it's declining.
00:14:10.000 --> 00:14:12.080
And and that's not what you get in business for.
00:14:12.159 --> 00:14:13.039
You're not a business owner.
00:14:13.200 --> 00:14:15.919
Say, well, eh, I just want an okay kind of business.
00:14:16.080 --> 00:14:16.480
Uh-huh.
00:14:17.039 --> 00:14:22.080
Um, the the best owners are the ones that always have that growth mindset.
00:14:22.159 --> 00:14:26.399
They're always really passionate about touching more lives in a meaningful way.
00:14:26.480 --> 00:14:37.600
And that growth mindset um makes them open to um dialogue, to feedback, to coaching, knowing that it's not coming from a place of negative.
00:14:38.000 --> 00:14:49.840
We may still say, you know, give feedback that is um hard to hear, but it comes with positive intent, comes with love in the sense of we only want to help you build a sustainable, profitable business.
00:14:50.000 --> 00:14:55.519
And then so owners that dial into that, and the last thing I'll say is they have the tenacity.
00:14:55.600 --> 00:15:03.200
They recognize in any kind of business ownership, you're gonna have the highest of highs where you're like, This is the best thing I did since sliced bread.
00:15:03.519 --> 00:15:11.519
And you're gonna have the middle of the road, which eh, you know, it's good, and you're gonna have days when it's like, oh my gosh, what did I just get myself signed up for?
00:15:11.679 --> 00:15:11.840
Yeah.
00:15:12.080 --> 00:15:16.879
And they holistically understand that whichever day they're on, this too shall pass.
00:15:17.039 --> 00:15:17.200
Yeah.
00:15:17.440 --> 00:15:37.360
And and they know that with the the support that's surrounding them, that through the highs and highs will celebrate and the lows of lows will help pick themselves up, help them move through that, go over or under, around, or through whatever obstacle is there, um, because of the alignment and the strength of the brand.
00:15:37.600 --> 00:15:41.679
So, to your second half of the question, then, how do we support?
00:15:42.000 --> 00:15:43.360
That is what we're all about.
00:15:43.519 --> 00:15:46.320
That is why we exist as a corporate office.
00:15:46.480 --> 00:15:52.159
We get up every day thinking, how can we help our franchise owners build sustainable, profitable businesses?
00:15:52.320 --> 00:16:00.320
And we recognize each owner is in their own journey based on prior experience, what they're learning, how long they've owned the business, all of that.
00:16:00.399 --> 00:16:08.080
And we adapt our coaching to where that owner is at at the moment and helping them see the next steps in front of them.
00:16:08.320 --> 00:16:23.840
So we have excellent coaches, excellent support structure, and excellent uh subject matter experts that can go very deep into any kind of the topics, um, and so have all the resources that as a franchise owner you will have access to.
00:16:23.919 --> 00:16:28.320
At the end of the day, though, it still comes back to the franchise owner to execute in their local market.
00:16:28.639 --> 00:16:32.720
And that's where that DNA of some of the things I talked about before are really important.
00:16:33.200 --> 00:16:39.759
But we're here because we exist to support the franchise network, and it and it's a privilege to work with all of the owners that we have in the system.
00:16:40.080 --> 00:16:40.559
Perfect.
00:16:40.720 --> 00:16:42.480
Well, well said, Margaret.
00:16:42.639 --> 00:16:47.039
Um so speaking of, we we are a franchise concept.
00:16:47.200 --> 00:16:54.559
So you just described the franchisee, franchise, or you know, relationship between the franchisee and you know everyone here at corporate headquarters.
00:16:54.720 --> 00:16:55.039
Right.
00:16:55.279 --> 00:16:58.159
So franchising isn't for everyone.
00:16:58.639 --> 00:17:03.360
So, you know, people who are exploring Red at Home, they they know it's a it's a franchise concept.
00:17:03.440 --> 00:17:13.839
And what all comes with, you know, that that franchising, you know, footprint and um, you know, just you know, the the basics of you know uh being part of a franchise.
00:17:14.400 --> 00:17:36.160
So a concern that people have is like, hey, I am looking forward to that franchisee franchiser relationship, and people are interested in franchising because, and especially with Red at home in our tenure, we have decades of experience and resources and support and like all of those things are in place to help and support you as you start up your business.
00:17:36.640 --> 00:17:39.759
The concern that some people have is like, okay, I'm a little nervous.
00:17:39.839 --> 00:17:41.759
I'm part of a franchise concept.
00:17:42.000 --> 00:17:49.599
Does this mean I'm going to have, you know, um be held down and not being able to be like a true entrepreneur?
00:17:49.839 --> 00:17:52.160
So my question to you is how do we balance that?
00:17:52.240 --> 00:18:01.920
You know, like you're part of a franchise um concept, you're, you know, you have a franchise agreement that you're part of, but we instill encourage this entrepreneurship.
00:18:02.160 --> 00:18:12.880
All of our franchise owners are running the same business, the same right-at-home business, but they do have that flexibility to run it kind of in their own individual way.
00:18:13.119 --> 00:18:15.039
So can you describe that to our listeners?
00:18:15.200 --> 00:18:30.240
The the ones out there that are like, you know, franchising, not quite sure because it has just the solid, you know, stamp I'm gonna have to stay within this box and I'm bound by so many things, and I'm not gonna be able to be a true entrepreneur, which I would say that that isn't completely true.
00:18:30.400 --> 00:18:41.599
So if you could kind of describe how we still give franchise owners that flexibility and that freedom while still, you know, uh following um uh the the footprint of our franchise.
00:18:42.160 --> 00:18:43.839
Yeah, you know, it's it's a great question.
00:18:43.920 --> 00:18:46.400
And when you think about franchising in general, I do.
00:18:46.480 --> 00:19:21.200
I think there's there's great stories and maybe what you would call horror stories of different kinds of franchising concepts where all you're doing is kind of an order taker, like you know, the product and everything's dictated of what you have to use and whatnot, versus us and of being part of a franchise network, that we do have rules that you need to follow and key things, but it's around really important things that ensure that it's a protected brand, that it's a solid brand that you're buying into that you feel good about as you open it up in your local market.
00:19:21.359 --> 00:19:25.039
So how the brand can be used and IP kinds of things.
00:19:25.279 --> 00:19:31.759
But then when you think about that entrepreneurial spirit, you do have a lot of flexibility in making this your own.
00:19:31.839 --> 00:19:41.279
You're gonna create your own culture with your office, you're gonna hire your own people to come alongside you and help you grow this business, even with the services that provided.
00:19:41.440 --> 00:19:49.279
Um, we have some different levels of service, so companion care, private um care, and then also um specialized nursing.
00:19:49.440 --> 00:19:52.559
And you can decide, you know, where you want to play.
00:19:52.720 --> 00:19:59.440
Most offices play in the first two levels, and then there's some that decide they really want in to get into that specialized nursing service.
00:19:59.519 --> 00:20:11.200
That's a choice that you make, it's not a mandate that you, gosh, you have to offer all three levels of service because we too recognize when you move to that specialized nursing service, it's a whole different ballgame.
00:20:11.359 --> 00:20:17.359
It's it's a different expectation of what you need based on the needs of the clients that you're taking care of.
00:20:17.440 --> 00:20:18.799
So that's just one example.
00:20:18.880 --> 00:20:36.240
But but you're able to, in your local market, get out and build the relationship and be the face of that business and really create a culture and a business itself that encompasses you as an individual and and helps bring to the community a service that that's very well needed.
00:20:36.400 --> 00:20:45.839
So we have some things that you need to have as guardrails because they're they're critical to the brand and critical to being fair to your neighbors and all of that.
00:20:46.079 --> 00:20:52.160
But aside from that, our best ideas, I will tell you, come from our our franchise owners.
00:20:52.400 --> 00:20:57.440
They're entrepreneurs, they have great ideas and they feed them up to us, and we love that.
00:20:57.599 --> 00:20:59.519
And and there's all different levels of that.
00:20:59.680 --> 00:21:03.920
We have some franchise owners that are very like like trying new things.
00:21:04.000 --> 00:21:17.279
So they do a lot of our pilots that we're trying because they want to be involved, and others are like, yeah, I want to bring it to me when it's a proven concept and you've got a good, you know, return on investment kind of calculation, and then I'm ready.
00:21:17.359 --> 00:21:20.079
And we're like, great, then we can bring it to you then.
00:21:20.240 --> 00:21:32.079
And so I think franchising and the way that we approach it at Right of Home is the perfect combination that again allows you to be in business for yourself without being business by yourself.
00:21:32.160 --> 00:21:37.680
And it's a really good symbiotic relationship that ultimately can drive great, great success.
00:21:38.000 --> 00:21:39.359
Okay, well said again.
00:21:39.519 --> 00:21:40.480
Thank you for that.
00:21:40.720 --> 00:21:42.079
Um, next question.
00:21:42.240 --> 00:21:46.720
I already know you're gonna be like, ooh, I could talk about this for a solid hour.
00:21:47.039 --> 00:21:48.400
So this this is a big question.
00:21:48.480 --> 00:21:55.519
And we've uh I know something that we have been talking about so much lately, just given kind of what's going on in the world.
00:21:55.759 --> 00:21:59.839
Um, and as a part of the leadership team, as we look ahead to the future.
00:22:00.720 --> 00:22:13.599
So my question to you is what is Right at Home talking about today in areas of technology, innovation, and AI to help owners scale more efficiently in the future?
00:22:14.079 --> 00:22:21.359
So again, I don't even know where to start on this one for you because there's so much to talk about and so much going on.
00:22:21.519 --> 00:22:29.680
Just uh give our listeners just like a general update on on what we're talking about right now and what we're thinking about as we look ahead to the future.
00:22:30.079 --> 00:22:30.400
Yeah.
00:22:30.559 --> 00:22:44.000
So uh uh if someone hasn't, you know, either interacted with AI or had a conversation with somebody else about AI, um I I would wonder, gosh, have you been interacting for even?
00:22:44.400 --> 00:22:45.039
Yeah, yeah, yeah.
00:22:45.119 --> 00:22:45.920
Where have you been?
00:22:46.079 --> 00:22:51.119
Um so AI is everywhere, and AI both excites me and it also scares me.
00:22:51.279 --> 00:23:02.000
Um it excites me from the aspect of that it is going to and is already creating efficiency within core operations.
00:23:02.079 --> 00:23:24.400
And so as we look at our own business, we're looking at AI in ways that it can drive efficiency in each franchisee's office, taking some of the routine things that need to be done in an office, automating them, letting an AI assist with them so they can spend more on the human things that that AI can't replace, and that's the relationship building and whatnot.
00:23:24.640 --> 00:23:32.319
So we already have AI technology that's infused into like applicant tracking systems and how it's using that to be more responsive.
00:23:32.480 --> 00:23:42.880
And in in the CRM, a customer relationship management system, it uses AI capability and scheduling software, it's getting infused with AI capability.
00:23:43.279 --> 00:23:49.759
So on our strategic roadmap, three years ago, we started a plan back in 2022.
00:23:49.839 --> 00:23:52.079
We did we always kind of work in a three-year cycle.
00:23:52.240 --> 00:23:56.160
And so in 2022, when we created that plan, there was no mention of AI.
00:23:56.400 --> 00:24:03.680
Fast forward to 2023, and already we were saying we need to stand up an AI team and we need to stand up an innovation team.
00:24:03.920 --> 00:24:10.319
And the innovation team is just thinking about how do I innovate around the business model and how do I innovate around technology.
00:24:10.559 --> 00:24:28.480
So those teams are now established, and AI now sits squarely on our strategic plan very prominently to say it is here to stay, but we want to make sure that we are helping our franchise owners also do it in a responsible way.
00:24:28.640 --> 00:24:34.720
Because we recognize in our industry we do have sensitive data that we're that we handle, right?
00:24:34.799 --> 00:24:41.759
So we have PHI, personal health care information, uh data that we've got to make sure is protected.
00:24:41.839 --> 00:24:48.240
So we are helping educate franchise owners on how you can use AI responsibly, what does that look like?
00:24:48.400 --> 00:24:50.880
What are the guardrails you should have around it?
00:24:51.039 --> 00:25:00.240
And then we're testing different AI capabilities with them, and or they're testing it and we're monitoring it because there's so many things happening right now.
00:25:00.400 --> 00:25:07.680
So when I look to the future, AI is gonna touch all aspects of the business in terms of driving efficiency.
00:25:07.920 --> 00:25:13.839
I don't see AI stepping in and being a robot that's gonna go in and start to provide the care.
00:25:13.920 --> 00:25:17.920
And I hope if that ever happens, it happens when I've left this world.
00:25:18.400 --> 00:25:24.319
Because it's very, you know, uh a very personal thing in terms of the care that's provided in the home.
00:25:24.559 --> 00:25:41.519
But AI is gonna be a great tool, even helping the caregivers as they're in the home and helping with the caregiver plan uh the care plans that are being executed with that client and being able to predict things more readily, as even healthcare embraces more of this technology.
00:25:41.680 --> 00:25:52.960
So to me, again, exciting exciting time to be part of this broad ecosystem of health care because things are changing fast and we're right there with them.
00:25:53.119 --> 00:25:55.039
We're not looking to be bleeding edge.
00:25:55.200 --> 00:26:08.000
We want to be smart because it is a vulnerable population that we're taking care of, which is what scares me about the AI part, is just the scam side of things that that um can prey on the population that we serve.
00:26:08.160 --> 00:26:16.400
But we've got so much opportunity in front of us, and and we're all from over it from a technology and leaning into the new capabilities that are becoming available.
00:26:16.720 --> 00:26:18.160
Yes, and I I agree with you.
00:26:18.319 --> 00:26:29.119
The the exciting and scary part, just thinking back, you know, three years ago when we were just starting to talk about AI and how much it has advanced to present day.
00:26:29.440 --> 00:26:31.599
Where are we going to be in that regard?
00:26:34.400 --> 00:26:41.200
Exciting opportunity and it's an exciting ad to our business, to health efficiencies and and so many things.
00:26:41.359 --> 00:26:47.359
But you're right, I don't I don't believe robots are gonna be re replacing caregivers uh anytime soon.
00:26:47.440 --> 00:27:00.960
It's just the the AI and innovation is is really gonna help us as far as infusing it into our already awesome business model to help our franchise owners just uh run their businesses in a in a more efficient way.
00:27:01.119 --> 00:27:09.279
So very exciting, but kind of unknown at this point because it's changed so much in the past few years, and I'm sure it will uh in the next few years to come.
00:27:09.759 --> 00:27:10.799
Absolutely, absolutely.
00:27:11.359 --> 00:27:13.920
Okay, so next question for you.
00:27:14.400 --> 00:27:28.000
Um so for someone who is doing uh in their early stages of doing uh research on right at home, what would you say if they become a right at home franchise owner?
00:27:28.559 --> 00:27:35.680
What's the biggest mistake someone could make in their early stages of being a right-at-home owner?
00:27:35.839 --> 00:27:40.160
What is something like there's one thing you don't want to do, it's this?
00:27:40.640 --> 00:27:41.039
Yeah.
00:27:41.440 --> 00:27:49.039
So the first thing that pops into my mind is the opposite of what I talked about earlier, which was what do the, you know, the top performing offices do?
00:27:49.119 --> 00:28:02.880
And that is the biggest mistake would be to disengage from the from the from the corporate office, from your business coach, from the the support and the resources and everything that is there to help you learn this new industry.
00:28:02.960 --> 00:28:09.680
Because the majority of our owners come in with no background around home care, and most likely no background around health care.
00:28:09.920 --> 00:28:13.839
We have some that come from a healthcare space, maybe they were a nurse before, etc.
00:28:14.240 --> 00:28:35.759
But for the majority, most of them come from all different walks of life, and yet we have the help take your prior experience and connect that to a new industry and the way in which you can then use that to build a new business that that um can serve your community in a really special way.
00:28:36.000 --> 00:28:47.359
So the biggest mistake would be sign on the dotted line and then be like, okay, now I know home care, I'm gonna go do it by myself and operate as if you're on an island because you're not.
00:28:48.079 --> 00:28:54.319
And we're always here and we're gonna reach out to you and and want to engage with you, but it takes two people to engage.
00:28:54.480 --> 00:28:54.799
Yeah.
00:28:55.119 --> 00:28:58.880
And uh so I that's the first thing that pops in my mind is the biggest mistake.
00:28:59.200 --> 00:29:00.000
Okay, perfect.
00:29:00.319 --> 00:29:16.480
So um, speaking of all the people that we have here at Right at Home Corporate to help our franchise owners, you know, run their businesses, how important is it for right at home franchise owners to engage with other right-at-home franchise owners?
00:29:16.720 --> 00:29:22.000
Maybe just give some examples of why that's so important and ways that people can do that.
00:29:22.400 --> 00:29:22.640
Yeah.
00:29:22.799 --> 00:29:39.599
So again, you join a franchise network for a reason, and it's partly because you've got all these resources from the franchise or perspective, but also you can look across the brand and see all these other individuals that are running really successful businesses that started at the same point you did, right?
00:29:39.759 --> 00:29:40.000
Uh-huh.
00:29:40.160 --> 00:29:44.960
You know, they either decided I'm gonna start a brand new business or maybe they bought a resale and they jumped in.
00:29:45.119 --> 00:29:51.759
I call it they jumped on the semi as it was flying down the interstate, but they did it, you know, and and they're in running their business.
00:29:52.400 --> 00:29:57.200
So it's important to build relationships with your other right-at-home peers.
00:29:57.519 --> 00:29:59.119
And we help you in a couple ways.
00:29:59.279 --> 00:30:03.839
Certainly you'll meet other peers as you go through potentially Discovery Day.
00:30:03.920 --> 00:30:10.079
You might then go with those same people through training or in your training class, you know, others that are going through that process.
00:30:10.240 --> 00:30:15.279
Uh, an introduction to other owners that are in uh, you know, maybe in your same state.
00:30:15.359 --> 00:30:20.400
You know, a lot of our states will do some state calls and state meetings from time to time.
00:30:20.559 --> 00:30:29.039
And then we bring all the owners together every year to what we call home improvement, which we're getting ready to go to in less than two weeks.
00:30:29.200 --> 00:30:33.039
We're all gonna be together, um, which is also a great thing.
00:30:33.119 --> 00:31:16.480
And I would add that to the list of what the top do or a big mistake is not coming to home improvement, nine getting engaged in all the different ways that we have for you, you know, for hours, and I know we only have like four minutes, but we've got lots of different ways um throughout your journey in the Right at Home Network to engage with your peers, whether that's through a performance group, whether that is through state meetings, whether that is through serving on task force, um, participating in Takeoff Tuesdays, which is a a regular Zoom call that we do across the network with this, you know, specific topics, you know what they are coming into it, and you get to hear from your peers and learn about best practices.
00:31:16.720 --> 00:31:33.920
So I, you know, that's the beauty of a franchise network, and that certainly uh the way in which we approach it and the relationships and the connectivity that we have between our franchise owners is part of that culture I was talking about at the beginning of the call that really separates us when we think about what makes us different.
00:31:34.160 --> 00:31:35.119
Okay, awesome.
00:31:35.200 --> 00:31:35.599
Thank you.
00:31:36.160 --> 00:31:47.279
Okay, so for someone watching this video right now who is considering joining right at home, what is one piece of advice you would give to that viewer?
00:31:47.759 --> 00:31:48.319
Yeah.
00:31:48.640 --> 00:31:54.640
So um my my advice would be take advantage of the list of the franchise owners that we give you.
00:31:54.799 --> 00:31:56.480
We don't tell you who you need to call.
00:31:56.799 --> 00:32:06.000
If you have specific questions, you know your your development director can point you in the direction and give you some suggestions, but you have the list of all of our franchise owners.
00:32:06.240 --> 00:32:06.559
All of them.
00:32:06.799 --> 00:32:07.440
So call them.
00:32:07.680 --> 00:32:08.079
Call them.
00:32:08.400 --> 00:32:13.519
Because my hope is you get someone on a great day, and they're like, this is the best thing since sliced bread.
00:32:13.599 --> 00:32:16.559
You get someone on a good day saying, Yeah, it's good, I'm doing great.
00:32:16.720 --> 00:32:22.400
And quite honestly, I hope you get someone on a hair on fire kind of day, and they're like, you know, I don't have time to talk to you today, Jen.
00:32:22.559 --> 00:32:25.039
I've got to go work on this, I'll call you back later.
00:32:25.200 --> 00:32:32.160
Because at the end of the day, we don't want to sell you a franchise, we want to make sure it's a good match for you and a good match for us.
00:32:32.319 --> 00:32:32.559
Yep.
00:32:32.880 --> 00:32:38.640
Because it is it's a wonderful business, you're gonna touch lives in a meaningful way, but it isn't for everybody.
00:32:38.880 --> 00:32:53.920
And we do our best to try to make sure that that we have open and honest, and the best way for you to know what it's like to run a business is talk to talk to our franchise owners and get to understand what it's like to engage with us and to be part of this amazing network.
00:32:54.240 --> 00:32:57.119
Yes, so very true, and excellent advice.
00:32:57.200 --> 00:33:10.240
And I would say uh the best advice you could give someone looking to join the Right at Home system, there is no better way to really fully understand what this is going to be like other than talking to our franchise owners directly.
00:33:10.400 --> 00:33:11.839
So excellent advice.
00:33:12.000 --> 00:33:14.000
Um okay, Margaret, thank you so much.
00:33:14.160 --> 00:33:15.039
Our time is up.
00:33:15.200 --> 00:33:17.599
I uh so appreciate you taking the time to do this.
00:33:17.759 --> 00:33:18.720
I know you're very busy.
00:33:19.119 --> 00:33:21.759
I so appreciate it, and I know that our viewers do as well.
00:33:21.839 --> 00:33:22.400
So thank you.
00:33:22.640 --> 00:33:23.519
Yeah, my pleasure.
00:33:23.599 --> 00:33:24.720
Thank you so much for the opportunity.
00:33:24.880 --> 00:33:26.400
Yes, okay, until next time.
