From Part-Time Employee to Sole Business Owner

Becky Hewitt’s Journey with Merry Maids

Your franchise story

“I first became involved in the business in September 2010. At the time, I was working in the legal sector part time only, due to the recession.  To top up my earnings I took employment in an administrative role in Merry Maids and ServiceMaster clean, assisting Helen’s dad following the sad passing of his wife.

The business had already been established locally for many years and had a loyal customer base and a small team of maids.

As I became more involved, Helen and I saw the huge potential of the business, and we made the decision to buy Merry Maids of Sutton Coldfield to protect what had been built and to grow on it.  The purchase completed in August 2011.

In December 2024, I bought Helen’s share and became the sole owner.

I had never planned to run a cleaning business, or to buy a franchise. However, once I understood how the model worked and could see the potential for growth, it became a long-term commitment rather than a short-term solution.

From early on, Mandy has been a huge support to the business. As our supervisor, she plays a central role in the day-to-day running of operations and is often the name our customers recognise. Her leadership, reliability and care for both clients and the team have been instrumental in maintaining our standards as we have grown.”

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Why franchising

“Franchising was not something I had originally planned, but it quickly became clear why it makes sense. The Merry Maids brand was already established, with clear systems, marketing and operational support in place. That structure gave me reassurance at a point when I was stepping into business ownership for the first time.

Being part of ServiceMaster Ltd, the franchisor behind Merry Maids and other established service brands, means there is depth of experience behind the business. The franchisee network is also a major strength. We share experiences, advice and practical solutions. You are in business for yourself, but never by yourself.

The marketing support has played a significant role in our growth. Local campaigns raise awareness, and we are guided on how to increase visibility and generate enquiries. There is always someone available to review an idea or help refine a plan. That consistency has helped us strengthen our presence across Sutton, Lichfield, Tamworth and Walsall.”

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The reality check

“Taking over a long-standing, traditional business came with its challenges. When we acquired it, there were only two cleaners, and many systems were still very manual. We were committed to modernising the operation, strengthening recruitment and building a larger, more resilient team, while always remaining respectful of the foundations already in place.

Since then, we have navigated significant external pressures including Covid-19 and ongoing increases in the minimum wage. Both required careful financial management and steady leadership.

On a personal level, when I lost my father last year, the support from ServiceMaster Ltd, and the wider network has been invaluable, the level of care and understanding shown by the Merry Maids team went far beyond business. That experience reinforced the strength of being part of a franchise network. As an independent business owner, you carry everything alone. Within a franchise, you have people around you who genuinely care about your success and wellbeing.”

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Measuring success

“For me, success is about sustainable growth and balance. We have grown significantly from where the business started, expanding the team, increasing turnover and building a strong client base across Sutton, Lichfield, Tamworth and Walsall.

I am especially proud of the team of ladies I employ. Without them, there would be no business. Their professionalism, consistency and commitment to our clients are the foundation of everything we do. Creating stable employment and opportunities for women locally is something I value deeply.

I am also proud that the business runs smoothly without relying on my constant presence. That has not happened by chance. It is the result of clear systems, strong processes and investing in the right team. As a parent to eight-year-old twins, having that structure in place gives me control. I can step back when needed because the foundations are solid. The lifestyle benefit comes from building the business properly, not from reducing the effort required.

Becoming sole owner in December 2024 was another milestone. It reflected confidence in the performance of the business and belief in its future.”

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What is your advice to anyone considering franchising?

“Many people question whether they have the right background to become a franchisee. I moved from law into domestic services. If you are considering franchising but questioning whether you have the right skills or confidence, my advice is simple: take the step.

You do not need to have every answer on day one. A strong franchise gives you training, systems and ongoing guidance. What you need is determination, willingness to learn and the ability to lead people.

For me, Merry Maids has enabled me to grow a respected local business, create employment and build something with long term value. That is what I am most proud of.”

Could a Merry Maids Franchise Be Right for You?