How Two Very Different Restoration Experiences Led One Couple to Open ServiceMaster Restore in Annapolis

Andrea and Amos Webster didn’t have a typical path to business ownership. While flipping houses during the pandemic, the couple experienced a water leak that flooded their property. The restoration company that came out to help left them feeling frustrated and confused with no direction. Additionally, Andrea’s parents experienced water damage in their home, but had the opposite experience, with ServiceMaster Restore guiding them through the crisis with clarity and care.

Seeing both sides of the industry firsthand, the Websters realized there was an opportunity to raise the standard of service in their community.

Realizing that other people in the community needed compassionate service, the Websters decided to take matters into their own hands. They chose ServiceMaster Restore so that they can create "master moments" for customers, delivering not just restoration services, but reassurance and trust when it matters most.

The Websters spoke with 1851 Franchise to share how a frustrating home disaster led them to franchise ownership and how it’s shaping their vision for the business. Here’s what they had to say:

1851 Franchise: Frame your personal story for us. What do you want us to know?

Andrea Webster: We come from a completely different industry, we’re both from the tech space, and my husband served in the military. This business is new to us, but dealing with property damage isn’t. During COVID, we started flipping homes and quickly realized how much can go wrong. When we had a plumbing issue, water was everywhere. We called for help, but the experience was not great. There was no guidance, no communication - nothing. That stuck with me. When people call after a disaster, you’re stepping into one of the worst days of their life. In that moment, they need clarity and support, and I didn’t get that.

1851: What did you do before franchising, and how did you decide franchising made sense for you?

Andrea: I worked for the government in the healthcare space, focusing on everything related to technology. I’ve always been passionate about combining technology with community impact. Franchising gave us structure and support, a proven system with the flexibility to build something of our own.

Amos Webster:  I spent several years in the military before transitioning into public service and technology-focused roles. Throughout my career, I’ve always been driven by a desire to serve others.

Franchising felt like a natural next step,an opportunity to continue serving, but in a way that allows us to directly impact our local community.

1851: What was your perception of franchising prior to becoming a franchisee, and what do you want people to know about franchising now that you are in it?

Andrea: I used to think franchising wasn’t accessible to someone like me. As a first-generation Hispanic woman, I didn’t even know where to start.

Amos: For me, I explored several franchises, but kept hitting barriers. It was a rough feeling for me, but I always wanted to do franchising because I like to take care of people. Now that we’re in franchising, there are so many more options than what people traditionally think of as a franchise.

1851: What made you pick this brand? What excites you most about this company?

Andrea: When my parents had a water damage, ServiceMaster handled everything, I remember how supported they felt. When we went through it ourselves, it was the complete opposite. I remember sitting on the floor in standing water, overwhelmed, with no idea what to do next.

That contrast is exactly why we chose this brand. ServiceMaster provides clear expectations and a structured process. Our goal is to be that steady voice for customers on their worst day.

Amos: What stood out to me was the community involvement. After speaking with other franchisees, it was clear this brand isn’t just about business—it’s about people.

Yes, financial success matters, but making a real difference is what drives us.

1851: What do you hope to achieve with your business? What are your plans for growth? 

Andrea: We want to grow in the right way and focus on quality first, always. If customers trust us enough to call us again, that’s success. Scaling would be great, but at the end of the day, it's how you make those impacts in the community. If you can’t take care of your immediate community, you can’t grow sustainably 

Amos: We are very ambitious, competitive people. For now, the focus is simple - build our reputation and show people that we can help when they need it most.

1851: What advice do you have for other people thinking about becoming franchise owners?

Andrea: Ask questions and don't be scared. There are so many things you won’t know starting out, and that’s okay. 

Amos: Getting comfortable being uncomfortable. Exploration and growth in life shouldn't feel comfortable. 

About ServiceMaster Restore®: 

With approximately 2,000 franchised and licensed locations around the world, ServiceMaster Restore and ServiceMaster Recovery Management (SRM) serve customers through a global network of franchises available 24/7/365 to provide residential and commercial restoration services resulting from damage caused by water, fire, smoke or mold. SRM is the large-scale commercial catastrophic disaster restoration unit of ServiceMaster Restore. ServiceMaster Restore is a business unit of Atlanta-based ServiceMaster® Brands, a leading franchise provider of needs-based residential and commercial services. More information can be found at servicemasterrestore.com and srmcat.com.