Merry Maids Franchise FAQs, Real Owner Insights from a 20 Year Franchise Owner
If you are considering a Merry Maids franchise, it helps to hear from someone who has actually done it.
Debbie Walker has been running Merry Maids Croydon since 2003. Over the last 20 years, she has built a strong local business, growing a team of 25, developing long-term customers, and winning the Great British Franchisee Award 2025.
Here, she shares honest answers to the most common questions about franchising, from risk and support to day-to-day reality and long-term growth.
Can you tell us about the franchise you have bought?
I own Merry Maids of Croydon, providing professional domestic cleaning services.
Over the years, we’ve built a strong reputation and a loyal customer base.
Today, I have a team of around 25 staff, and we focus on delivering a consistent, reliable service that people trust and come back to.
What experience do you need to run a Merry Maids franchise?
You do not need a cleaning background.
Before franchising, I worked across a range of roles including recruitment sales, telesales, food demonstrations and radio. It was quite varied, but it gave me a strong foundation.
You learn how to communicate, manage people, and deal with customers. That is what you use every day.
For me, it comes down to mindset. You need to be willing to learn, follow a structure, and treat it like a business from day one.
Why did you choose a Merry Maids franchise instead of starting on your own?
I made the decision when I had my first child. It made me stop and think about what I wanted long term.
I wanted more control over my future, but I didn’t want to take unnecessary risks.
What stood out with Merry Maids was that there was already a clear way of doing things.
You’re not trying to figure everything out from scratch. You’ve got a model to follow, which takes a lot of uncertainty out of getting started and helps you build something properly.
How did you fund your franchise?
I took voluntary redundancy from my previous role and used that to fund the business.
That took away some of the pressure early on and meant I could focus on getting things right rather than worrying about repayments.
Everyone’s situation is different, but the key thing is understanding what you’re committing to and having a clear plan from the start.
What training do you get when you start a Merry Maids franchise?
From the start, I wasn’t left to figure things out on my own.
There was already a structure in place, and the initial training gave me a solid foundation to work from.
Having a clear plan in those first few months made a big difference. You know what to focus on rather than trying to do everything at once.
What support do you get after launch?
You’re not left on your own.
I’ve always found there are people you can speak to when you need to, whether that’s the team at ServiceMaster Ltd or other franchisees.
If you use that support and ask questions, it helps you move forward quicker and avoid a lot of trial and error.
How does the marketing support work?
When I started, it was mainly directories and Yellow Pages.
It’s very different now. There are multiple channels working together, which helps keep the business visible and brings in work more consistently.
The marketing team support that side, which takes pressure off. You’re not trying to do everything yourself.
What does a typical day look like as a franchise owner?
My role has definitely changed over time.
In the early days, I was much more hands on. Now I’m still very involved, but more focused on managing and leading the business.
I oversee accounts, client onboarding and recruitment, and I keep a close eye on overall performance and profitability.
I still make key sales calls myself because I like to stay connected to what customers are asking for.
It’s a management-led role. You’re building a team, managing customers, and running the business rather than doing the cleaning yourself.
How do systems help you run the business?
The Merry Maids’ BMS systems makes a big difference.
Everything sits in one place, from customers and teams through to scheduling and reporting, so you’ve got a clear view of what’s going on without having to piece it together.
What have been the biggest challenges?
The 2008 financial crash hit us hard.
We relied heavily on city clients, and when that changed, it really exposed it. I had to rethink how we were running the business quite quickly.
I stopped looking at it as “this is what we offer” and started asking “what do customers need right now?”. That shift made the business more stable.
Covid was probably the toughest. We closed for eight weeks, but we stayed in contact with customers and focused on supporting the team.
We were sending updates twice a week to make sure everyone felt safe going back into homes and then back to their own families. You carry that responsibility.
There are always challenges, whether it’s recruitment or rising costs. It’s how you respond to them that matters.
Is the business stable long term?
For me, it’s been about consistency.
It’s not one big moment. It’s doing the right things week in, week out.
We’ve grown over time and built a strong reputation locally. Customers stay with you, and that repeat business is what makes it work long term.
That’s what I’m most proud of.
Can you achieve work life balance?
For me, it’s something that has come over time rather than straight away.
In the early years, you are more hands on. You are building the business and putting the foundations in place.
The difference now is the team. I’ve built a strong team around me, and because of that I can step away more than I ever thought I would.
The business continues to run as it should, which is what you are working towards.
What support do you get from other Merry Maids franchisees?
It’s more valuable than people expect.
You can speak to people who have already faced the same situations, so you’re not figuring everything out on your own.
That makes a big difference, especially early on.
What advice would you give someone buying their first franchise?
Go in with your eyes open and be clear on what you are trying to build.
Make the most of the support around you. Speak to people, ask questions, and learn from those who have already done it.
Within Merry Maids, you’ve got ServiceMaster Ltd and the wider network there, so use it.
You are buying into a proven way of doing things, so follow it. The people who do well treat it like a business from day one.
And keep an eye on your numbers. You can be busy without building something sustainable if you’re not careful.
What would you do differently if you started again?
I’d focus on building the team earlier.
Once you’ve got the right people around you, everything becomes easier to manage and the business runs as it should rather than relying on you for everything.
That has been a big part of our growth over the last 20 years.
