The Dwyer Group has come a long way since its founding in 1981 with only brand. Today, The Dwyer Group has 11 service provider brands encompassing more than 2,100 franchises across the US and internationally. Dwyer has not only gained loyal customers for its superior service, it has gained media attention – the company’s CEO was featured in an Undercover Boss episode, and then brought back for its special “Undercover Boss: Epic Bosses.”
Along from Service, Service, Service – What Makes Dwyer Unique
Each franchise is an independently owned business with an entrepreneurial spirit, but what makes The Dwyer Group model unique is having so many brands based out of a single corporate location. This allows structure and synergy to flow through day-to-day operations. The company has had key accounts that only utilized one service brand, but as other needs arose, they funneled all of their solutions through Dwyer. “Our techs also take pride in the level of service and commitment they provide - which are a core set of values,” says Glenn Lewis, Director of Key Accounts.
Branding Consistency and Operation Fluency
The Dwyer Group requires all new franchisee’s to attend a full-week of training at the firm’s corporate headquarters. During this week, Dwyer stresses the importance of branding consistency in image, service and marketing materials. Another part of the training process is an extensive training program to learn both ServiceChannel's facilities management software platform and the Fixxbook contractor directory.
Kelli Ivey, CMMS Account Manager reports, “We have a heavy hand in the initial Fixxbook profile setup when we onboard a new franchise, but after that, they have control of their Fixxbook profile and ServiceChannel account. Although we do offer our own ServiceChannel support desk for our franchises, we require them to learn the system fluently because ServiceChannel's FM technology is a vital part of our operations.”
Every franchise manages its own technicians via ServiceChannel’s Service Automation platform. Ivey add, “The most important thing for us is to make sure they know all that ServiceChannel has to offer. Our customers’ biggest pain-point is communication. For example, making sure contact information is always up to date in Fixxbook makes the biggest difference.”
Giving Back – An Important Part of the Dwyer Group Mission
Founder Don Dwyer, Sr. created the Veterans Transition Franchise Initiative (VetFran Program) in 1991 after the Gulf War. The VetFran program is a voluntary effort of International Franchise Association (IFA) member companies to encourage franchise ownership by offering financial incentives to honorably discharged veterans. It is now recognized throughout all industries. In addition, The Dwyer Group has a scholarship program for women and awards six $1,500 scholarships each semester that recipients can apply at a trade or technical school of their choice for any of eight trade specialties: HVAC, plumbing, electrical repair, glass repair & replacement, appliance repair, restoration, painting, landscaping, residential cleaning or handyman services.