Meet an Owner: Mark Willder

Before opening the doors to his Right at Home in Provo, Utah, Mark Willder had spent 25 years working in the technology and software space. 

“I worked for some well-known software companies and was able to build different organizations and employ people, but eventually I grew tired of it,” said Mark. “I was tired of sitting in meetings that were not very important to me and didn’t feel like what I was engaged in was helping people.”

Simply put: Mark had reached a point in his life where he wanted to focus on work that would have a greater impact on the lives of others.

“When I found Right at Home, it was a wonderful fit because it allowed me to serve others and also have rewarding relationships in return.”

Jumping In With Two Feet

When Mark opened the doors to his Right at Home franchise in December 2021, he was nervous about the business, but had faith in the system that Right at Home’s corporate office has in place for all of their franchisees. 

“It was a lot of white-knuckling it early on and learning to trust the process,” Mark said. “They do a great job of preparing the franchise owners, giving us access to business coaches, and setting us up for success.”

Mark credits Right at Home with putting this process on display during the discovery period when he was still vetting the franchise.

“I remember talking to other Right at Home franchise owners as part of due diligence, and I asked them what they had done to be successful. Time and time again it came down to them saying that if you just follow what’s been done before, what’s been proven, you’ll be successful. That was really reassuring early on.”

Conservative and Sustainable Growth

Partially out of necessity, and partially out of curiosity, Mark chose to become a Certified Nurse Aide (CNA) when he first opened his doors. 

“I was providing care at the beginning, to prepare myself to be a better boss, and gain more insight into what our caregivers and clients were going through on a daily basis,” he said. “I continued to provide care myself until we could ramp up the hiring process.

Now that Mark has the financial means to hire a larger office staff, he continues to choose to keep the business lean.

“We’re still a small office, and I’ve done that on purpose,” he said. “I wanted to be hands-on and understand every facet of the business. I’m involved in inside sales–I get on the phone, talk to prospects, pinpoint their needs, and match that with our services. I also do outside sales, running out to talk to some of our partners, reminding them that we are here, and ready to help. I do the client assessments and accompany caregivers on their first shift to new clients, take care of billing, invoicing, receivables, and payroll–I do it all. It just happens at different times during the week.”

Although his work with Right at Home keeps him very busy, Mark wouldn’t trade it back in for a desk job or the mundanity of staring at spreadsheets all day. In his role as a Right at Home franchise owner, Mark has the opportunity to talk to people all day, making meaningful connections and engaging in work that interests him. 

The Emotional Side of Home Care

Mark has found that running a home care business can be really emotional at times, usually for different reasons. 

“We’re parachuted into these real-life situations, people’s loved ones are suffering and need help–there can be a real desperation there,” he said. “You’re going into those situations with family members who are experiencing pain, concern, and grief. It’s a wonderful thing to be able to offer them solutions.”

Mark noted that this business is all about building and maintaining relationships with people who are struggling and in need. For him, it doesn’t feel like he ever has to do much selling; he’s simply matching a need with a service and solving a problem for distressed families.

“That is why I was drawn to Right at Home. I left a very sterile but important job at a technology company because I needed more of this sort of meaningful contact with people,” Mark said. “It can get emotional–and I’m not an overly emotional person, my wife can attest to that–but I’ve definitely left a lot of client meetings feeling choked up. It’s a real privilege to have them choose us.”

ABOUT RIGHT AT HOME

Founded in 1995, Right at Home offers in-home care to seniors and adults with disabilities who want to live independently. Most Right at Home offices are independently owned and operated and directly employ and supervise all caregiving staff. Each caregiver is thoroughly screened, trained, and bonded/insured before entering a client’s home. Right at Home’s global office is based in Omaha, Nebraska, with more than 700 franchise locations in the U.S. and six other countries. 

If you're interested in taking the next step in making a difference in your community as a Right at Home franchisee, visit http://rightathomefranchise.com.