Handyman Matters Franchising

Handyman Matters
Franchising
a Franchise, Business, and Life Strategy
Table Of Contents
Introduction................................................................................................................................2
The Brand Matters............................................................................................................................................3
A Growing Industry Matters...............................................................................................................................4
Good Business Matters.....................................................................................................................................4
Quality Matters................................................................................................................................................5
The Business You’re In Matters...........................................................................................................................5
History Facts and Other Matters.........................................................................................................................6
Understanding Yesterday Matters........................................................................................................................7
Understanding Today’s Matters...........................................................................................................................9
Structure of the Business Model Matters...........................................................................................................10
Marketing Matters............................................................................................................................................11
Training Matters...............................................................................................................................................12
Technology Matters..........................................................................................................................................12
Commercial Matters.........................................................................................................................................14
Standardization Matters.....................................................................................................................................16
Quality of Life Matters......................................................................................................................................16
Your Daily Partner Matters.................................................................................................................................17
A Brand Your Customers Love Matters.............................................................................................................17
World Class Organization Matters.....................................................................................................................17
Learn More....................................................................................................................................................18
Note: None of the communications made through this information should be construed as an offer to sell any Handyman Matters franchises in, nor is
any such communication directed to residents, of any jurisdiction requiring registration of the franchise before it is offered and sold in that jurisdiction.
We offer franchises only after our review and acceptance of an application and the timely delivery of a Franchise Disclosure Document. We are
qualified to sell franchises in all 50 states and have an international presence. All information contained herein is subject to change without notice.
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Introduction to Handyman Matters
If you are looking for balance, autonomy and success in your life and an opportunity to own your own business,
Handyman Matters has the blueprint for business ownership that could be perfect for you. Just ask our existing
franchisees. They will tell you they love what they do and they have learned to make time for what is important
in their lives – their families. Our franchise program has been as carefully constructed as our business model.
We have invested heavily in technology and systems to ensure that our franchisees spend their time doing what
is most important – taking care of customers.
Key Personnel: Andy Bell, Founder; Curt Wolff, President; Colette Bell, CEO; Mark Douglass, Vice President of Operations;
Careyann Larson, Vice President of Franchise Development
Concept: Handyman Matters is a nationally recognized franchise concept that serves the repair, restoration and maintenance needs of
both residential and business customers. Handyman Matters specializes in small- to medium-size jobs covering a wide range of “around-thehouse” handyman tasks, repairs, installations and maintenance found on everyone’s to-do lists.
Market Position: Handyman Matters has taken the traditional handyman business and created a tech-savvy handyman service that
offers one-stop shopping for both consumers and businesses while providing a pricing model in which customers only pay for the time
spent on their project.
Handyman Matters has created systems, operations and technology - including proprietary software that systematically manages estimating,
scheduling, marketing, dispatching and numerous other areas - to create a “retailing of services” concept that combines a highly structured
business management model with the hands-on talent of craftsmen.
While the handyman industry remains highly fragmented with many “mom and pop” operators, Handyman Matters craftsmen are employees
of local franchise owners and have undergone extensive background checks, adhere to a dress code and call customers the evening prior to
a job to verify the time of arrival. They respect customers’ property and never ask for any payment up-front.
History: Handyman Matters was founded in 1998 by Andy Bell, a refugee from the restaurant industry who sought balance in his life,
the ability to help solve people’s home-repair problems and the desire to develop and run his own business. It was important to Bell that
his business: a) serve as a catalyst for change in the handyman industry, b) serve to restore public confidence in the industry and c) treat
its employees with respect. Bell called more than 350 homeowners and 150 contractors who told him what to avoid and what to provide
in a handyman service. Bell launched Handyman Express on Feb. 14, 1998 in the Denver area with one craftsman. After growing to eight
company-owned locations in Denver (5) and California (3) in 2001, franchising was begun and the concept renamed Handyman Matters.
Growth Projections: Handyman Matters has 117 franchisees in 38 states, Canada and Ireland. Twenty-two franchisees were added
in 2008. Handyman Matters expects to reach 200 franchises by the end of 2010. Texas has the largest concentration of serviced territories
while Colorado has the most-tenured franchisees.
Training and Ongoing Support: Handyman Matters provides eight days of intensive instruction at its corporate headquarters
in Denver, CO, that includes the fundamentals of small business operations and management, as well as five days of onsite training
after franchisees’ first 90 days of operation. Advanced training sessions are also offered at corporate headquarters. An individual Field
Consultant is assigned to each franchisee for ongoing support that includes performance analysis, strategic development, tactical planning
and resource allocation decision-making. System wide, semi-annual KPI Performance Analysis reports are made available to all franchisees in
order to benchmark individual performance against national and regional averages.
Community Involvement: Every Handyman Matters franchise owner is expected to contribute six hours of charitable time each
month. Franchisees have donated their services to the Volunteers of America, Habitat for Humanity, battered women and children’s
shelters, youth group organizations, the elderly and more. Handyman Matters offers a 10 percent discount on labor to all seniors.
2
the
Handyman Matters
“We believe in the
talent, experience
and dedication
of all our people.
At Handyman
Matters, we take
pride in our
workmanship &
professionalism.”
- Andy Bell, CEO
& Colette Bell,
Founder
Brand...
At Handyman Matters we are focused on developing a brand that consumers can trust. We believe
a company’s brand elements are critical to success. This is why we have devoted the last decade to
creating a brand that clearly expresses quality, sophistication and commitment to our customers. Our
business is focused on extraordinary customer service delivered in a fair and professional manner. Our
goal is to restore the public’s confidence in the home repair industry one customer, one craftsman and
one community at a time. This continuing goal will change how consumers think of and what they come
to expect from a quality home services company. By creating a hassle-free experience our customers end
up as clients for life.
Our franchisees’ craftsmen are full-time, skilled employees of their businesses and have undergone
extensive background checks, adhere to a dress code and call customers the evening prior to a job.
During this call they verify the time of arrival, address and job expectations. This begins the experience
between the customer and the company. All employees are bonded and insured through the company,
thus providing a safe and reliable service to our customer. Because over 63% of our client base is
female, a safe and reliable service is the choice she will make time and time again.
Handyman Matters has created systems, operations and technology - including proprietary software that
systematically manages time estimates, scheduling, marketing, dispatching and numerous other areas - to
create a “retailing of services” concept that combines a highly structured business management model
with the hands-on talent of craftsmen.
There is no other truly organized handyman repair business that offers a consumer the convenience of a
one-stop-shop and does it the right way. By evolving the basic handyman business into a professional
and reliable company that provides a broad array of services to the consumer, we become their “go-to”
company when they need something done. We believe that Handyman Matters is well positioned to
become the industry leader for consumers that are choosing the safe, quality service they so aptly deserve
and will receive time and time again from our company.
Our business is focused on extraordinary customer service delivered in a fair and
professional manner. Our goal is to restore the public’s confidence in the home repair
industry one customer, one craftsman and one community at a time.
3
A Growing Industry Matters
According to the United States Census Bureau, there are now over 126
million housing units in the United States, and of that number over 95
million were built before 1990. Today, these homes are nearing 20 years
old and need the necessary repair and maintenance to maintain their value.
Roofs, kitchens and baths wear out or become outdated in a 15-20 year
cycle. This means that these homeowners are going to need the type of help
Handyman Matters can provide.
The current housing market lends itself to the home improvement industry.
More and more American homeowners are opting to stay in their own
home and invest in remodels and home upgrades rather than putting their
home on the market.
There are now over 126 million housing
units in the US and of that number, over
95 million were built before 1990.
Additionally, according to the Joint Center for Housing Studies of Harvard
University, members of Generation X have already demonstrated higher
average levels of expenditures relative to Baby Boomers. As they reach peak years of improvement and remodeling, they will
become the dominant force in the market, constituting 27 percent of total owner activity. The top end of the Baby Boomers are
now at the stage in their lives when they are looking at their homes and deciding to “Age in Place” and make their homes suitable
for the retirement years.
Handyman Matters has been named one of the top recession resilient franchise
opportunities by Inc. magazine in April 2009. The maintenance and repairs are a
necessity that can not be ignored by home owners and commercial property owners
alike. All of these factors add up to a perfect environment for Handyman Matters. We are positioned as a leader in the home
services industry and are poised to grow with the right people.
Owner Testimonial:
“After spending most of my time on the road in my previous position, I was seeking an organization that kept me local
and gave me an opportunity to be a part of my community. I couldn’t have done it without Handyman Matters.”
– Chicago City, IL Franchise Owner
Good Business Matters
The Better Business Bureau consistently reports that home remodelers and general contractors are rated nationally in the top 10 of
consumer complaints. That is why our company vision was formalized long ago; to create worldwide trust in the skills, talents, and
community commitment of the handyman industry by providing services in a quality and professional manner each and every time.
We pride ourselves on our continued commitment to operate as an ethical and reputable business, as well as our commitment to
quality job performance with exceptional customer service. Handyman Matters sets itself apart from the competition with these traits.
We cover all projects on residential and commercial properties through uniform operating standards and are experienced in over 1,162
different types of home repair and remodeling services.
Distinct hiring practices starting with rigorous interviews, reference and background checks, skills assessment testing and continual training
to ensure consistency and quality each and every time are the things that set Handyman Matters apart from their competitors.
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Quality Matters
So, what is so special about us? By applying the highest standards of integrity and quality combined
with hiring the most reputable, experienced and qualified employees to represent Handyman Matters
in the marketplace, we are able to deliver an experience that is unmatched in the industry from the first
call through the job completion and beyond. This experience delivered time and time again creates
great community relations, word of mouth momentum and is the mission of our business.
Based on a study done on the service industry by the Harvard Business Journal, we have created a simple and effective way to rate
and monitor the health of our customers’ experience and satisfaction. Each franchisee’s operation performs routine follow-up calls, direct
mailings and incentives to ensure a well-rounded service to a base of happy customers.
That is our model; creating a base of happy repair customers that will
promote, refer and re-use our services again and again. This starts with a
consistent and friendly voice on the first call, all the way through to the
craftsman showing up on time and completing their assigned projects
in a timely and clean manner. It is all designed to bring the customers
back, and not just for more repairs; it is designed to earn their trust for
bigger ticket projects like remodels.
Because 63% of our
client base is female,
a safe and reliable
service is the choice
she will make time
and time again.
The Business You’re in Matters
Consider these statistical factors regarding the specific area of Repair and Home
Maintenance. Government surveys of remodeling and renovation show that repair and
maintenance is running between 42– 45% of the total market.
This means that of the approximately $100 billion market, there is $42– 45 billion spent
annually on handyman type services. In these surveys, 17% of the market is in major
replacement, primarily hot water heaters, furnaces, roofs and other major items.
Until recently, window and door replacement was not included in this major replacement category, making it an extremely understated
part of these statistics. However, we know that the replacement window market is $8– 10 billion annually, and the replacement door
market is $1 billion annually, which suggests the financial understatement may be as much as $11 billion annually. This type of work can
in part be handled by the repair and maintenance (handyman) segment of the industry. The resulting handyman market is approximately
75% of the total market. Over 30% of the residential remodeling and repair market is rental property –88 million of the 126 million are
single-family housing units. In multi-family dwellings, almost all of the work performed is repair and maintenance.
In the commercial and industrial segment, there is a need for repair and maintenance on a regular basis. Additionally, projections
show that there will be more retail space available than is needed for the market. What this means to the handyman industry is that the
number of new shopping centers built will be drastically reduced and the existing space will require repair and maintenance, as well as
considerable tenant finish.
The handyman industry proves to be a valuable market to be in regardless of real estate values. Whether the real estate market is up or
down, people are looking to invest in their home by doing everything from maintenance & repair to remodeling in order to sell their
home for top dollar.
... of the approximately $100 billion market, there is $42-45 billion spent annually on handyman types of services.
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(All statistics supplied by US Census Bureau)
History Facts and Other Matters
The 2007 American Housing Survey by the U.S. Census Bureau shows that there are more than 126 million homes in the housing
stock, with a median age of 34 years. About one-third of the housing stock was built in 1960 or earlier. About 10 percent was built in
the 1960s, and another 20 percent was built in the 1970s. Of the remainder, 13 percent was built in the 1980s, another 13 percent was
built in the 1990s, and 8 percent in the first years of the 21st century.
Of the total stock of 126.2 million housing units, about 107 million are
occupied housing units, 11.6 million are vacant and about 4 million are
seasonal. Just over two-thirds of all units in the nation’s housing stock are
single-family detached or attached, 8 percent are in buildings with 2 to
4 units, and about 17 percent are in buildings with 5 or more units. The
remaining 7 percent of the stock is in HUD-code homes.
About 18 percent of the occupied housing stock is in the Northeast, 23
percent is in the Midwest, 37 percent is in the South, and 22 percent is in
the West.
Every house and building in the US needs
This all equates to a $174 billion dollar industry as reported in 2007 by
continual up-keep and maintenance.
the US Census Bureau, Expenditures for Residential Improvements and
Repairs. Looking at life expectancies of materials and supplies provided by
the NAHB* and the statistic that 75% of the houses were built before 1990, you have an explosive industry that is only getting started.
The Repair and Maintenance is the fastest growing segment of this entire industry and showed tremendous growth in 2005 when it
more than doubled to $35 Billion and is expected to exceed $50 Billion in 2010.
In the commercial and industrial segment of remodeling and renovation, the market has been approximately 10% less than the residential
end (easily over $100 Billion). This market sector is similar in size to the residential market. Growth projections are similar, as well. **
The 80’s were said to be the “era of rehabilitation” and it turned out to be just that. The 90’s were the decade when remodeling and
repairing were recognized as the major segments in the building industry. Now we are looking at a market where homeowners want
to stay in their homes and keep them well maintained and updated. This is not only from the large baby boomer senior group that is
striving to age in place, but has also been driven by the condition of the economy in both 2008 and 2009.
A typical aluminum window wears out in a 15-20 year cycle.
Faucets wear out in 15 years and toilets every 10 years!**
When people ask why remodeling is growing, the answer is very basic: arithmetic. As we discussed, there are now over 100 million
housing units in the United States. Of that number, 75 million are at least 20 years old. Everyone who knows construction recognizes
that houses, if they are structurally sound, tend to last forever with their integral parts wearing out on a predictable basis. As we add on,
at a minimum, millions of new units each year while the existing housing stock gets yet another year older, the end result is an increasing
market of home repairs, remodeling and renovation.
In the commercial, institutional and industrial segment, there are just under five million buildings in the country. Of that number,
60% are over 20 years old and some 750,000 are at least 60 years of age. All real estate and buildings need constant upkeep and
maintenance, thus the market for remodeling.
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*National Association of Home Builders; **All statistics supplied by US Census Bureau
Understanding Yesterday Matters
For many years, it was a common industry belief amongst contractors that it is almost impossible to make money on small jobs. The
reason for this was quite simple. It took almost as much time to sell the small job as the big job. This meant spending almost as
much time to set it up as for completion of the work and if you should hit a glitch (or worse, make a mistake), all of your profit
flew out the window. Even if the markup was increased to 100% (as recommended by that industry), there were still very few
companies able to make money handling smaller jobs.
It was not uncommon for successful remodeling contractors to set a minimum on the jobs
they would go after (between $5,000.00- $10,000.00). Other companies continued
to take smaller jobs, believing it would lead to bigger projects and was good advertising.
Unfortunately, they often times did not give small jobs the same attention as a larger job,
did relatively poor work and the customers were left unhappy. It turned out to be a
negative rather than a positive from an advertising standpoint.
It was not uncommon for
successful remodeling
contractors to set a minimum
on the jobs they would go after,
between $5,000.00- $10,000.00.
But as the decade of the 1980’s came to a close, it became apparent that the whole concept of small jobs, repair and maintenance
was dramatically changing and that there was a need for a segment of the remodeling industry to focus on this part of the business.
Let’s look at the factors affecting the handyman business in earlier decades and why there was no demand for a handyman
service. Then we’ll look at the same factors as they are now and why there is such a tremendous market beckoning the repair and
remodeling business. In the past, people did not feel the need to hire a handyman for small jobs.
A large percentage of the population was blue collar; many people were hands-on and were able to do many of the small jobs
themselves. They did not feel the need to call on a professional to perform the maintenance work. People had more time to spend
doing projects themselves. Often, the commute to work was short, only the husband worked, so the wife could take on many of
the mundane household chores and leave the husband free to do maintenance around the house.
House prices were relatively low and people did not look at their house as a major part of their financial future. Homeowners did
not see any negative financial impact on the outcome of undertaking a do-it-yourself project. If it wasn’t done in a totally
Houses were simpler and easier to repair;
single-pane glass, wood doors,
no setback thermostats, etc.
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Additionally, with husband and wife both working,
trying to handle household duties and child care,
there is no time left for minor repairs, much less for
remodeling projects. The American family’s time is
almost more important than money.
professional manner, it didn’t make much difference because the house was not worth
much anyway. There was usually a neighborhood “Joe” who did handyman work;
particularly in the middle and upper income neighborhoods. This might be a retired
carpenter or someone with a blue-collar job that liked to do things on the side. These
handymen were willing to work for little more than minimum wage and could usually
handle all the work around the house.
The cost of reconstruction and repair was low, particularly if you could get a handyman to
work by the hour and people could usually pay cash or write a check for the job. There
was no need for a credit card option to pay for “small jobs.” Few women worked outside
the home, so they were available all day. They not only had more time to find handymen,
call them for work, wait around if they were late, but were less likely to be upset if they
did not show up on the scheduled day but came the next. This was considered to be part
and parcel for running a household in the old days. Thus, they were much more tolerant
of the untimely performance.
As we went through the 90’s, this whole scenario dramatically changed. There are factors now
which almost mandate the creation of a delivery system for small jobs and handyman services.
The do-it-yourself market is slowing. Additionally, with husband and wife both working, trying
to handle household duties and child care, there is no time left for minor repairs, much less for
remodeling projects. The American family’s time is almost more important than money.
Almost 50% of Americans are white-collar, information type workers. Not only do they not
have the time, but they also do not have the skills to do remodeling projects. If you weren’t
brought up working with your hands, you don’t have time to learn the skills, making it very
difficult to undertake a project.
There are factors now which almost mandate
the creation of a delivery system for small jobs
and handyman services.
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Understanding Today’s Matters
The do-it-yourself market has been overstated in the past because most lumberyards have included
all cash sales as do-it-yourself rather than recognizing that 90% of contractors cannot qualify for credit
and are therefore forced to pay cash. It has only been very recently that lumberyards and home
centers have come to understand that very few Americans, particularly under the age of 45, have
any interest in installing a lock, building a porch, or hanging light fixtures, much less undertaking large
projects. There is a tremendous opportunity for a professional service to meet this need.
In the 80’s, housing prices skyrocketed as
houses became the most important part of
the financial future of most Americans. If
homeowners undertake a handyman project and
do it poorly, there is a negative effect on the
equity in the house. In order to not only protect
their investment but also increase their equity,
homeowners are more likely to pay to have the
services performed by a professional and ensure a
quality outcome— the first time!
Now, over 60%
of American
women work
outside the
home. A
handyman
delivery
service that
is reliable,
accountable
and on time is
the demand.
Additionally, houses today are far more complicated than they were in the past. We have solid-state
thermostats, high efficiency furnaces, insulated windows with Argon gas, steel entry doors and so on.
It makes it more difficult to learn how to do the work, even if you have the time and the basic skills
that would have worked in the past. Today, the neighborhood “Joe Handyman” is a scarce find, and
most contractors require substantial minimums and are simply not willing to take on any small jobs.
It does not take a very large to-do list for a handyman project to
rise above $500 and people do not often have large sums of cash
on hand to pay a handyman that requires cash payment. We have
become a “plastic society” dependent on credit cards and this is
not something that “Joe Handyman” is equipped to handle. With
over 60% of women now working outside of the home, it is near
impossible to have the flexibility to wait around for a handyman to arrive. Our society is constantly on
the go, making scheduled appointment times and punctuality a must!
Owner Testimonial:
“One of the things that attracted me to Handyman Matters was the company’s overall
values and way of doing business. It really was a reflection of my own. I also liked
what I saw in terms of home office support. They have the systems in place that help
you easily handle everything from customer estimates, through scheduling, right on to
dispatching. And, support from the home office is always just a phone call away.”
– Columbia, MD Franchise Owner
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The Fundamental Structure of the Business
Model Matters
Unlike others in the industry, Handyman Matters is not a contracting business. It is
instead a management, marketing, scheduling, technology and sales business. You
cannot be successful in this business by going out and bidding or selling jobs when
the closing ratio is only one in four or one in five. This is a boom and bust model
of yesteryear that has driven hundreds of thousands of handyman businesses into
bankruptcy.
Instead, you need to lean on the established national brand, take advantage of
the sophisticated phone sales techniques and close jobs from the comfort of your
home or office. Establishing yourself as the trusted local business is simply accomplished through a time tested marketing strategy,
focused networking agenda and community involvement. The result is more time spent generating revenues rather than the losing
proposition of the “free estimate.”
We follow the example of the appliance service business and charge a minimum fee or service charge to send someone out to a
house to do the job. While this may cut down the percentage of leads that turn into jobs, it does substantially reduce the cost of
sending a salesperson to see every prospect and speeds up your dealings with buyers who want something done, and done now.
Today’s customers have been conditioned by the insurance industry, the automotive industry and the other service based businesses
to pay flat fees. Handyman Matters uses a hybrid system that combines the “flat fee” concept with the “time and material” format
to generate a system that is fair for everyone. The Handyman Matters model requires the use of computerized price lists for overthe-phone estimating services. Here again, as in the automobile repair business, people will accept unit prices for services if they
believe that the prices have been systematically developed and are not attempts to take advantage of the consumer.
An effective handyman business requires a different management model. The task of supervising individuals on a scattered basis
(workmen in people’s homes for only a few hours doing a variety of jobs) is simply impossible without using quality, highly
trained and highly motivated tradesmen combined with software that helps keep everything organized. In our model, the individual
craftsman is responsible for sales and the collection of monies when the job is completed. The use of our proprietary online
scheduling and business management system frees the owner from more traditional “top-down” management duties out in the field
and allows them to pursue more profitable uses of their time.
The Handyman Matters emphasis on marketing, advertising and management means that a skilled office
staff is answering the phone, “selling the company,” giving anticipated time ranges and scheduling the
appropriate handyman for the project.
It also means we are selling much more than a mere home repair service; instead, we are selling an
entire customer experience that focuses on quality, professionalism and customer satisfaction that goes
above and beyond what they have come to expect from contractors. Our business model includes a
detailed system for office staff and craftsmen so that everyone is working consistently with the same goals
in mind.
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Marketing Matters
One of the most important keys to success as a franchisee with Handyman Matters is effectively adhering to and
executing our marketing plans. We train all of our new franchisees with a comprehensive marketing approach for their
business that shows them how to get the customers they need and keep these customers long-term. Because our focus
is on market penetration, customer service, and brand recognition, we have developed professional strategies to target
potential customers, both residential and commercial.
One important detail of any marketing campaign is the understanding of who your customer is. At Handyman Matters
we have completed numerous research studies that tell us the exact demographic details of our customer base. This
demographic data allows us to create targeted messaging, consumer profiles and distribution recommendations so
owners are spending every penny hitting only households that are most likely to use our services.
In addition to knowing who your customer is, a well-rounded marketing plan includes specific strategies that address
both prospect marketing and existing customer management. Our marketing plans do just that! To jump-start their
marketing, franchisees have access to download targeted mailing lists for free. List searches can be done by carrier
routes or by specific demographics such as age, income, household size, buying habits, zip code or radius.
This targeted approach positions Handyman Matters as industry specialists and
provides messaging that is relevant to consumer needs. By targeting the right area with
the right medium and the right message, we have created increased opportunity for
response.
Our technology team works daily on increasing the www.HandymanMatters.com online presence. Our SEO and SEM programs have
increased our Internet exposure by leaps and bounds, and we are only continuing to expand and evolve our online efforts. Here are just a
few of the online stats we have seen:
• Over 2,000,000 hits per month on our .com site
• 1st page placement on Google/Yahoo
• 500 to 700 craftsmen applications per month
• Nearly 75 to 150 job submissions resulting in paying customers per owner
In addition to getting new customers in the door, our business is based on a high percentage of repeat customers who love our services.
Establishing a customer base that will use your services time and time again is more than just sending a thank you note or leaving behind a
business card. It is important to enroll all customers in consistent and continuous contact systems that build brand awareness and loyalty.
We have developed customer retention programs, email marketing campaigns, referral strategies, and customer service surveys that keep
customers coming back to Handyman Matters again and again.
Managing all of these programs can seem daunting; however this is why we have established vendor partnerships and programs that give
our franchise owners access to systems that will manage and distribute marketing materials. Our systems allow owners to order new business
system inventory, consumer brochures and handouts, initiate automated direct mail distribution, or request custom advertising templates for
use in their local markets.
All of these systems are easy to use and available 24/7, all from the comfort of your own personal computer. From postcards and mailers,
signage, Internet marketing strategies, print campaigns, multimedia presentations, and local radio, we have everything already designed and
ready for you to use. All of these things working together allow us to successfully bring the Handyman Matters brand to your customers in
your market.
Targeted Marketing means understanding who your customer
is, what their hot buttons are,
and addressing those specific needs.
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Training Matters – In-Depth and On-Demand!
Our training department is staffed with experienced and knowledgeable specialists. We support all of our franchisees with a dizzying
amount of training, tools and services. Our training programs are extensive and include a combination of classroom instruction, on-site
training, learning through our 24/7 intranet site, web-based operations, marketing, and financial management systems. We know what
works and what doesn’t, and as part of our team you will be able to share in this knowledge.
Some of the topics we cover during training include:
• Pre-opening – Preparing for Your Grand Opening
• Hiring, Training and Motivating Craftsmen
• Public Relations and Awareness Building
• Software specific training
• Legal and Regulatory Aspects of Running Your Business
• Financial Management – Integration of our Systems
• Marketing – Attracting, Tracking and Keeping Customers
• Customer Service and Beyond
• Operations – Managing and Growing Your Business
• Advertising – Promoting Your Business
• Sales – Generating Revenues
• Business Management – Running a Fundamentally Sound Business
Technology Matters
At our roots, we are a technology company that sells handyman services. We illustrate
this in all that we do – especially concerning our proprietary online scheduling system,
WebScheduler. While our competition uses “off the shelf” scheduling software, we have spent
upwards of $1.9 million over the past decade to create, improve and maintain our convenient
and accurate scheduling system.
So what exactly does the system do? Used for far more than just scheduling, Handyman
Matters WebScheduler is a powerful web-based application offering comprehensive backoffice services to Handyman Matters franchisees. These services include customer-relations
management (CRM), order entry, craftsperson scheduling, accounting, and custom reporting.
Hardware: The WebScheduler is hosted within the realm of the leading “Amazon Elastic Compute Cloud” (Amazon EC2) true
virtual computing environment. With all the reliability and security standards of the Amazon.com site proper, the WebScheduler stays
current with all of the cutting edge advances in firewall and computing power as soon as they become available.
Monitoring: It is imperative that the WebScheduler be monitored for failures of any kind, in a 24x7x365 capacity. Hardware
components (including Internet connectivity) are actively monitored by Amazon Web Services personnel, Handyman Matters system
administrators, and development partners.
Scalability: Because the WebScheduler uses the well-established 3-tiered design pattern (Model-View- Controller), and because
it is based upon the highly successful J2EE (Java 2 Enterprise Edition) framework, the WebScheduler can enjoy near-linear scalability.
In other words, the software is already developed to scale across servers in a server farm, and thanks to Amazon EC2 hosting, the cost
of doing so is minimal, instantaneous, and almost entirely transparent!
The Handyman Matters WebScheduler system was built by professionals with a
proven track record in building and maintaining strong, secure, enterprise-grade
database systems. We are never finished with our work, but are instead always
seeking to improve upon it, from a feature and capability standpoint, as well as
performance and reliability.
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WebScheduler Outline
MAIN MENU:
Contains tabs that link to all functions- Work Orders, Customers, Servicemen, Reports, Dispatching, displays reminders set by you or your staff, and announcements set by the home
office. Other standard company contact information is posted here for quick reference.
WORK ORDERS:
Enter New Work Order:
• Name, full address, all phone numbers, client history (specific notes, dollars spent, last service, and last service professional).
• Skills with questions designed to gather the best information and provide estimated time for completion over the phone for
either scheduling purposes or in some instances to provide a ballpark timeframe to the consumer.
• Matches the skills of the service tech to the skills being requested for the best person.
• Schedule time, date and serviceman, customer information and work order handling.
Quick View of Work Schedule
• Overview of a selected time period. Allows for manipulation of schedule as needed, interactive with office, customer and
serviceman.
Search Work Orders
• Find old orders based on status, pull them up to edit, close or review.
Check In Paperwork
• Record actual time and material charges to create the QuickBooks export file. This will generate the Invoice.
• Timesheets, Customer record and populate all sales items in QuickBooks upon importing.
CUSTOMER:
Customer Lookup
• Customer records, edit, delete, schedule new orders, history
Add/Edit Customers
• Create a customer record without assigning a work order
• Handy for prospect list obtained many different ways.
• Quick link to make notes in customers records, assign status.
• VIP and Problem status with color-coding. Also tied to remarks.
• Can also set reminders for calling back or check ups.
Zip Code Lookup
• Ability to look up who owns a given zip code, also see list of your zips.
PAGING: (Text messaging)
Send Daily Pages
• Lets you select a date range of work orders to dispatch
Send Pages for Next Business Day
• Same as above, but auto dates for the next business day’s orders
Send a Custom Pager Message
• Lets you send a random message to one or all of your staff members.
• Great for meeting reminders, paperwork completion, etc.
SERVICEMEN:
Add New Servicemen
• Enter all the personal info for each of your staff members
Also enter skill levels a tech is authorized to perform.
• Edit Servicemen and schedule time off
• Easy way to change statistics on an employee, like skill level or start time.
A way to log requested time off for servicemen – removes them form the schedule with notes as to why.
• Serviceman List and current list of active employees.
REPORTS:
Business Reports
• Referrals, book ratios, mailing lists, material receipts, marketing results.
Charts and Graphs
• System sales graphs – top sales, average compared to yourself.
Audit Trail
• Shows a list of all transactions made by each user in your business.
• Show emails Sent and Past Dispatches
• List of all emails sent out through your business.
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Commercial Matters
Although our core business consists of residential services, Handyman Matters also
services commercial clients. Diversification of our revenue stream assists the owner by
smoothing out fluctuations in monthly revenue due to the seasonality of residential
repair services. There are numerous vertical markets in all communities that need
weekly, monthly, and annual handyman services. We are much more than your
average honey-do list fixer!
When it comes to commercial work, Handyman Matters is the only handyman
franchise with over a decade of experience in commercial jobs. Handyman Matters has built numerous relationships with national
commercial accounts to help all of our franchisees kick-start their business with commercial clients.
Within the Handyman Matters system, as much as 27% of our business comes from the commercial side. Commercial services include
electrical repair, plumbing repair, painting and staining, minor concrete work, interior and exterior carpentry, general handyman services,
interior and exterior maintenance, as well as flooring and roofing repairs.
In addition to these national partnerships, Handyman Matters’ commercial department has created turnkey predictive maintenance
programs to service these restaurants, rental properties, apartment dwellings, stores, malls and retail complexes.
Here is just a sampling of the accounts Handyman Matters owners service today.
• Abercrombie & Fitch
• American Eagle
• Ashley Stewart
• AT&T Wireless
• Bare Essentials
• Barnes & Noble
• Bath and Body Works
• Best Buy
• Blockbuster
• Body & Soul
• Borders Books
• Brookstone
• Buffalo Wild Wings
• Carlton Cards
• Casual Corner
• Chicken Out
• Chili’s
• Circuit City
• Claire’s Boutiques
• David’s Bridal
• Express
• Famous Footwear
• Fashion Bug
• Filenes
• Gap Inc.
• Guess
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• Hard Rock Café
• Hollywood Video
• Hot Topic
• J-Jill
• Jockey International
• Just For Feet
• Kinko’s
• Lane Bryant
• Lens Crafters
• Lerner New York
• Motel 6
• Nine West Group Inc.
• Office Depot
• Office Max
• One Price Clothing
• Payless Shoe Source
• PetCO
• Petsmart
• Pier One Imports
• Quizno’s
• Radio Shack
• Red Roof Inns
• Reebok
• Regis Corp.
• Rent Way Stores
• Rite Aid
• Reebok
• Regis Corp.
• Rite Aid
• Rockport
• Ross
• Savers Stores
• Sensoratc Corp.
• Sneaker Stadium
• Software Etc.
• Spencer Gifts
• Starbucks
• Sunglass Hut
• Sweet Factory Stores
• Taco Bell
• The Children’s Place
• The Container Store
• The Dollar Store
• The Limited
• Things Remembered
• Today’s Man
• Tommy Hilfiger
• Victoria’s Secret
• Williams Sonoma
• Waterworks
• Winn Dixie
Commercial Matters Con’t
These maintenance programs include reports for commercial properties to assist in the management and repairs of the property all
directed by a monthly list that will ensure total property coverage. Within these maintenance programs property managers also have the
option of a regimented monthly visit to assist in identifying potential problems before they occur and maintaining the appearance of the
property in a logical, affordable and regular manner.
Handyman Matters Vertical Markets
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Strip Malls
Private Gas Stations
Property Managers
Real Estate Agents
Flood, Water & Fire
Mom & Pop Groceries
Taverns & Pubs
REO Bank Managers
Foreclosures
Real Estate Investors
Mortgage Brokers
Private Motels
Plumbing Companies
Electrician Companies
Interior Decorators
HVAC Companies
Roofing Companies
Closet Design Companies
Furniture Companies
Funeral Homes
Home & Garden Shows
Commercial Building Owners
Dentists
Physicians
Veterinarians
Physical Therapists
Cabinet Mfg Dist
Flooring Mfg Dist
Painting Companies
Home Office Designs
Moving Companies
Pest Companies
Concrete Companies
Small Builders
Appraisers
Inspectors
Restaurants
Universities
Daycares
Energy Contractors
Countertop Mfg Dist
Auto Dealerships
Professional Organizers
Beauty Salons
Standardization Matters
Everything about the business must be standardized and systematized. This starts with
dress code, advertising, pricing structure and standard installation, and continues all
the way through completion of the job. More than any other facet of the handyman
business, the operating system and how the experience is delivered are extremely
crucial.
The diversity of the customer, multitude of services and wide variety of craftsmen
needed requires a database system to manage the handyman business. Use of a
computer for every possible function allows an owner to keep track of all the aspects of the business and ensure efficiencies. This
powerful database system creates the ability for our owners to control every detail. Basic computer skills are essential to the daily
workings of your operation.
Hiring, training and evaluating your employees are tasks that you will do daily with our tools. The ability to effectively manage
customers on the phone, as well as professionally manage & motivate your crew of handymen is a key piece of creating a successful
business.
At Handyman Matters, our corporate staff will help you build and refine your basic skills by giving you a concise operating
framework and numerous training opportunities and resources. Our goal is to have you follow our instructions very closely while
we help you understand the nuances of our business model and the industry in general.
Over time, you will be able to take your own ideas and techniques and apply them to both operations and marketing. We
continually share information amongst franchisees and believe that everyone has a great deal to contribute to the system on an
ongoing basis. Personal and professional growth is a must for us all!
The Quality of Life Matters
At Handyman Matters we are as much about quality of life as we are about power and achievement. We spend extensive time
internally as well as using external resources to help our franchisees find the right mix of business life, success and personal life
gratification.
What good is a successful business career if it’s at the expense of your family life?
We are the only handyman franchise to partner with a business-coaching professional to provide a
formalized strategic business-training program that helps you build a business and maintain balance
with your personal life at the same time. We want our franchisees to be successful at both their
businesses and at home. Handyman Matters encourages business coaching as a fact of life, not
an afterthought. Learning this work/life balance is a key part of the success of the Handyman
Matters system.
Handyman Matters is a Franchise, Business and Life Strategy: As a Handyman Matters
franchisee, you will love what you do and have the opportunity to significantly increase your selfimage, prestige and future. You will own a business surrounded by people just like yourself who
want and demand balance in their lives while enjoying the freedom of owning their own business.
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Your Daily Partner Matters
Handyman Matters is extremely different from other handyman companies in
our industry. From our humble beginnings when the operation was home-based,
to our growth beyond anything the industry has seen, all the way to our current
status as an international company. Our franchisees are the strength and the
difference that no one can replicate. Basic management skills have taught us
to focus on people to enhance the overall organization, and we continue with
this same spirit today. Dignity and respect for each other, as well as all of those
whom we work for is the minimum that we expect from ourselves.
Our business started in a basement with a family-style way of doing things. After years of refining, we still look at the simplicity of
treating people right as the cornerstone of our international franchise system. Just as we require our franchisees to provide the best
customer service they can, we also require the same of ourselves. Our customers are you – the franchisees. We have brought together
a tremendous team to help each franchisee, whether they are beginning or currently running their business, to assist them in making it as
profitable as it can be.
The handyman repair industry is still in its infancy. You have a daily partner with more than a decade of experience in this industry to
help support you every step of the way! Your success is our job. Through all of our experiences owning and operating a Handyman
Matters business, we appreciate the level of support each owner/operator requires to create a successful operation.
A Brand Our Customers Love Matters
Handyman Matters is a business you will be proud to own. In fact, even your family and friends will want to help you grow your
business, because it is so rewarding. This is a business that does something good for communities every day of the year. In fact,
community service has been a founding principle of Handyman Matters since the very beginning. Every office is asked to donate at
least six hours of services each month. In August of 2007 the entire system came together to recognize National Senior Citizen’s Day,
and each office donated additional hours of labor to a senior in their community.
Our franchise opportunity is award-winning and highly recognized throughout the world. We have received numerous awards and are
proud of our accomplishments. However, it is the strength of our own franchisees using our business model and systems that makes us
so unique.
A World Class Organization Matters
At Handyman Matters, we are proud of the fact that our franchise
All of our support staff
and business model is not like everyone else’s. We have invested
has one goal in mind:
heavily in systems and in perfecting the business model so that superior
To help make you as
customer service and quality work are provided to our customers even
successful as possible.
while you build and manage a significant business. You will not often
find this type of commitment to systems and service in a franchise opportunity and in an industry that is in
dire need of professionalism. All of our support staff has one goal in mind: To help make you as successful
as possible.
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We Invite You to Learn More
As a Handyman Matters franchisee, you will love what you do and have the opportunity to significantly increase your image, prestige
and future. You will own a business surrounded by people just like yourself who want and demand balance in their lives while enjoying
the freedom of owning their own business. If you are seeking balance in your life and are seeking a powerful business, then Handyman
Matters could be the right franchise for you. There is no better time than the present to be in business for yourself. We invite you to
learn more about our very unique and relevant business opportunity.
Owner Testimonial:
“I chose Handyman Matters for their sound business concept in a mainstream market, the
family/work culture demonstrated from the home office, and the level of support I wanted. I encourage anyone
reading this to seriously consider the Handyman Matters franchise way of life.”
– Seattle, WA Franchise Owner
Handyman Matters Inc.
12567 W. Cedar Drive, Suite 150
Lakewood, CO 80228
Phone: 888.448.3451 / Confidential Fax: 303.942.5993
Email: [email protected]
www.HandymanMattersFranchising.com
www.HandymanMatters.com
There is no better time than the present to be in business for yourself!
Contact Us Today!
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Handyman Matters Franchise Corporation
12567 W. Cedar Drive, Suite 150, Lakewood, CO 80228
Phone: 888.448.3451 / Confidential Fax: 303.942.5993
Email: [email protected]
www.HandymanMattersFranchising.com
www.HandymanMatters.com