Right at Home Franchisee Is on a Mission To Provide Better Care, Opens Third Territory

Lauren Miller’s journey into franchising with Right at Home* began after a negative personal experience with the care her mother was receiving when she passed away in 2016; the experience left Miller feeling like she could do better for families in a similar situation. After exploring different options, she found Right at Home aligned with her values and mission while offering her the support she was seeking.

With a background in pharmaceutical sales and a role as a development director, she became intrigued by franchising and opened her first Right at Home office in Little Rock, Arkansas, in 2019. Despite having no experience in this specific arena, Miller was drawn to Right at Home’s strong support system and commitment to quality. Her family’s deep roots in entrepreneurship in Hot Springs further solidified her decision, making the acquisition a natural fit and driving her passion for improving lives through compassionate care.

Miller took the time to chat with 1851 Franchise to discuss all of this and more. Here’s what she had to say.

1851 Franchise: Frame your personal story for us. What did you do before franchising, and how did you decide franchising made sense for you?

Lauren Miller: My main career was in pharmaceutical sales. Later, I served as a development director for an Arkansas-based franchise system, which sparked my interest in franchising. In 2019, we opened our Little Rock office, which was our first Right at Home office. 

I had a negative experience as a consumer when my mom died in 2016. It was clear to me that I could do better and truly care for families. That was the beginning of the idea that we could do this. I have a strong family connection in Hot Springs/Hot Springs Village — my grandfather was a business owner there for years — so my family history made this acquisition an easy “yes!”

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

Miller: I feel like I had a fairly solid understanding of franchising. Now, looking back on businesses that are franchises, I appreciate the consistency and overall brand awareness from store to store, restaurant to restaurant — whatever it looks like. At the same time, I can see that we can put our own stamp — our own touch — into the business, using our unique gifts and personalities. Working with a solid franchisor allows us to truly serve people well. In our case, that means serving families and our caregivers.

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

Miller: I explored a lot of different options and looked at three other home care franchises. I’m not a typical franchisee — I didn’t come into this with an MBA, and I haven’t been a CEO for 25 years. I was just someone who thought I could do it better. What stood out to me about Right at Home was the support they gave their franchisees and their commitment to quality across every discipline. That continuous emphasis on quality and the support I received made it clear that this was the right fit for me and helped me improve lives.

1851: What’s your biggest accomplishment in this job?

Miller: We’ve received national awards and designations, and those logos and stamps of approval on your website are really important. But, honestly, I feel like our greatest accomplishment is truly helping families navigate seasons they don’t expect, normalizing those experiences and serving people really well.

1851: What’s your big goal this year?

Miller: With the expansion to our third territory, we want to continue serving and growing, reinforcing the quality of our care. Our goal is to align with more families who can trust that we offer consistent, high-quality care.

1851: What advice do you have for aspiring franchisees?

Miller: For me, aligning with a franchise worked because I appreciated the model. It works if you’re willing to abide by the rules and guidelines while also bringing your own strengths to the table. If you’re considering franchising, you have to be willing to contribute what you have while also appreciating the support of the franchisor. For me, it was about finding a brand and a franchisor that valued my gifts and acknowledged the areas where I would need support.

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 five other countries. For more information about Right at Home, visit https://www.rightathome.net/ or read the Right at Home blog at https://www.rightathome.net/blog/.