From serving the nation to serving customers: Veterans in the service industry

Although the service industry may be stereotyped as a blue collar trade, former military members would beg to differ. Brian O’Rear, a former Air Force member who fought in four American wars (Desert Storm in 1991, Kosovo in 1999, Afghanistan in 2001, and Iraq in 2003), explains that the reason he was drawn to HomeTeam Inspection Service over other brands was partly due to the fact that the industry was crying out for professionalism. “The military training that people have from their very first day in the military to the day they depart, professionalism is emblazoned across their foreheads and that is the standard,” he says. “That sort of outlook on life and approach to whatever it takes to get the job done well translates quite well in the service industry.” From serving on the front lines to serving their customers back at home, veterans excel in the service reason for a number of reasons. Skills that transfer Because the service industry requires interaction with people, veterans are able to adapt from past experiences in working as a team, maintaining their professionalism at all times, and following a set regiment. “The military helped me stay organized, on time and realize that whatever you do, you are only as strong as your weakest link,” says Ray Bramble, an Aire Serv franchisee in Front Royal, VA who served in the U.S. Army from 1984-1988 in the Presidential Escort Unit. “The team must be recognized and rewarded for doing what is expected and especially when we exceed expectations of coworkers and clients.” Working with others in a high stress environment is a fact of life for many servicemen and women. “The military builds the character and discipline to work through any conditions with anyone,” says Ken Hutson, a Mr. Appliance franchisee in Kiowa, CO and former member of the U.S. Army, who served in Somalia. “The military also teaches us how to plan and execute plans when we make mistakes we learn from them and move on.” After flying in the very first strikes against the Taliban in the post 9/11 attacks and set the world record for the longest combat mission in history (over 43 hours), O’Rear understands that small businesses in the service industry require similar problem solving skills used in combat missions. “In the military, you started out with the smaller units and gradually work your way up in leadership into a larger unit. The problems become a little more different and a little more complex and that transition translates perfectly into small business with leadership and ownership,” he says. Veterans hiring veterans Finding dependable employees can be a challenge for franchisees who want the cream of the crop to represent their business, but according to O’Rear, veterans make the best hires. Especially with a home inspection business, O’Rear says he requires his employees to not only be handy and knowledgeable about the service they’re providing, but also to fully understand the benefits of good customer service and presentation skills. “I rely very heavily on people with prior military backgrounds because they tend to be very responsible, they tend to have a good ability to deal with clients in a professional way, and they can handle many tasks with ease,” he says. Success in the service industry One of the main elements for veterans to get their businesses successfully up and running is the financial aspect of it, which can be a burden for those who have recently returned from serving overseas and are trying to integrate themselves back into the workforce. Service brands like HomeTeam Inspection Service, Aire Serv and Mr. Appliance participate in the VetFran program, which allows former military members get on their feet with some financial assistance. “The VetFran program helped us get started by giving us a discount on our franchise fee, which made it more affordable,” says Bramble. “It also shows that brands recognize our service to our country and viewed it as important to them.” With their past military experience behind them and their business careers ahead of them, veterans make successful franchisees because they understand that it takes a system and structure to accomplish personal goals and the goals of your team, says Bramble. “We are used to doing whatever it takes to get the mission accomplished for all, so it makes sense to join a franchise that has systems already in place to meet those goals.” --Emily Driscoll