How Right at Home New York Franchisee Jeanine Gagliano Built Nearly a Decade of Success Through Compassionate In-Home Care

Right at Home franchisee Jeanine Gagliano entered the caregiving industry after her personal experience caring for her grandmother, handling tasks like cooking, household help and driving her to appointments. Though she pursued a career in broadcasting, Gagliano’s connection to caregiving remained strong, making in-home care a natural choice when she transitioned careers. Now, she celebrates nearly 10 years of business success on Long Island, New York, where she has five Right at Home territories. 

Gagliano recently joined 1851 Franchise Founder and Publisher Nick Powills to discuss her franchise journey and how her personal caregiving experiences shaped her approach to running her business. In their conversation, she shared how her passion for helping seniors, combined with the support of the Right at Home franchise system, allowed her to create a meaningful and successful career. 

“Every time I take on a client or talk to families, I feel like I’m bringing them harmony,” she said. “I’m bringing them peace. I’m bringing them quality of life — quality time, rather — that they can spend with their loved ones. It’s not about taking out the trash, checking if they took their medication or making sure they’re drinking enough. We do that — that’s our job. They can just maintain that relationship.”

A summarized transcript of Gagliano’s interview with Powills has been included below. It has been edited for clarity, brevity, and style.

Nick Powills: All right, Janine, these are my favorite conversations because at some point, you made a tremendous decision to invest your life savings in a business that you have little to no control over — because that’s franchising — but then you take control of the outcome. To start and build the foundation for the conversation, how did you accidentally fall into franchising? What’s your franchise backstory?

Jeanine Gagliano: Well, it really started with my husband, who was in finance, while I produced television commercials on a freelance basis. I was traveling a lot to the West Coast and other countries, and he was commuting back and forth to Manhattan. We both had very busy lives. He decided that the rat race wasn’t for him anymore, and his sister — who’s a doctor — suggested he look into the health care industry and in-home care, especially with the aging baby boomer population. So, he did. At the same time, he found out that a good friend of his had retired from the finance industry a couple of years earlier and had purchased a Right at Home franchise. We put those two ideas together, and that’s how we ended up where we are now. Initially, the plan was for me to continue my career while he ran the business. But for anyone who’s married and owns a business, it’s impossible not to be involved. So, for the first few years, I did both. I would be casting characters for a commercial or working on a small project, while also sneaking into calls to check on the business and help out wherever I could.

I started to notice that my passion was shifting. I loved my job — loved the lights, camera, action and being part of that world — but I’ve always had a special connection to the elderly, largely because of my grandmother. From a young age, I was drawn to helping seniors. Saving animals and the environment are great causes, but my heart has always been with seniors. I found myself naturally gravitating towards Right at Home.

I always say the universe opens doors that are meant to be opened and closes the ones that you need to leave behind. When the pandemic hit and everything shut down, I couldn’t work, and it was the perfect opportunity for me to dedicate myself fully to Right at Home. When things eventually opened up again, I made the decision not to go back to my previous career. I chose to give 100% of myself to the business.

Powills: What’s been the outcome of you making that decision? 

Gagliano: I'm so — it's tremendous. The impact is incredible. I'm happier, and I feel like I contribute more. I believe every occupation is worthwhile. Sometimes people hear “commercials” and think it's all glitz, glamor and entertainment, but that was meaningful work too. However, it just doesn’t compare to the feeling of being able to help people — both my clients and my caregivers. There’s an entire company in my territories, full of people who hire me and people I hire. I get to brighten their lives, employ them and make a difference. What could be better than that?

Powills: I think the beauty of senior care is that it aligns with people who have gone through it in some capacity — whether they took care of their aging parents or grandparents — and they fell in love with some component of compassion and empathy. When we’re little children, we’re not given the tools to dream about doing this. But now you’re your own boss, with something that you care passionately about, and that brings you some sense of completion.

Gagliano: Absolutely. I would say the reason I feel this way is because, growing up, my parents were married, and six months later, my mother’s father died and her mother — my grandmother — moved in. We lived in a very modest house in the '70s, with myself, my two brothers and my grandmother. It wasn’t easy having what was essentially a fourth child in the home. So, there was some strain on my mother’s relationship with her mother, and I just jumped in. People say, "My middle name is, 'I can do it,'" and that’s kind of where it started — just to make sure everybody was okay. I’d make her dinner, make her fish sticks, help her, keep her company when she called for my mother. She was my best friend. She stayed at home as long as she could, but eventually, she had to go to a nursing home and that wasn’t the greatest situation for her. But I met other seniors there, and her roommate, and we would all have lunch together when I visited at mealtimes. After she passed, I still went there because those people needed company, and I was young — they loved the young ones. They’d fawn over you, and you’d listen to their stories. It was such a wonderful opportunity.

Now, contrast that with my husband’s grandmother, who had a live-in aide and remained at home until she was 102. So, when I first heard about Right at Home from him, I just thought, "If we had that, if we had those caregivers in my house on DeVoe Avenue in Yonkers, how much longer might we have had my grandmother?" Not that longevity is determined by where you call home, but I think the circumstances might have been different if we had taken the route they took. So now, every time I take on a client or talk to families, I feel like I’m bringing them harmony. I’m bringing them peace. I’m bringing them quality of life — quality time, rather — that they can spend with their loved ones. It’s not about taking out the trash, checking if they took their medication or making sure they’re drinking enough. We do that — that’s our job. They can just maintain that relationship.

Powills: It’s interesting to think about the bookends of life — how much we need as infants and children, and how much we need at the end. Sometimes, people are ignored during that delicate “fourth quarter” of life. Having compassionate and empathetic people around makes a huge impact. You talked about your career in commercials, but now you’re dealing with a whole set of clients. What’s the purpose behind that? Discovering it can be tough, but clearly, you’ve found it. You even go back to your childhood, remembering visiting the nursing facility after your grandmother passed. It’s interesting how things start to make sense later in life, and how you can align your career with your passion. My question is, when you made the transition during the pandemic, did the delicacy of life cross your mind as you chose to go full force into Right at Home?

Gagliano: Well, the delicacy of life? Yeah, life is delicate, and because we’re made up of humans, and we’re sensitive creatures and we have emotions, loneliness — forgive me — is the worst. It’s the worst of them, at whatever age. I remember being at the dining room table when we were signing the operating agreement, and for a moment, I thought, "What are we doing?" But that was quickly overshadowed by, "We are going to make people’s lives better." And that’s Right at Home’s motto — improving the quality of life for those we serve. It’s so simple, but it’s so true. Not that it doesn’t come with its challenges, but if that’s the choice, I’ll take it.

Powills: I’ve talked with many franchisees, and two main things push them to say, “Yes, I want to buy this business.” First, the culture of the organization and whether they can get passionate about it. Second, the business makeup — can it meet their wealth goals? In your opening, you mentioned you and your husband both reaching a point in the rat race. Do you remember any conversations where you said, “I’m done with this,” or felt like your job wasn’t giving back what you were putting into it — on your side or your husband’s?

Gagliano: Absolutely. It’s a completely different world when you work for somebody else, and you work really hard, but you’re still not in control, even at the highest level. You reach a point where you want that control — you want to be you. Whether you sink or swim, at least you called the shots. So, we had conversations, of course. "What if this? What if it doesn’t work out? What if that?" But then, "What if it does?" That’s us. We decide how to do it. We make our business plan. We hire the people. That’s thrilling. That’s what really pushed me over the edge. I mean, I’ve had blood, sweat and tears since I was 20 years old, trying to sell soda products and pens, so certainly I can start a small business. And it’s great because there are people around, and his friend, of course, had the business, so we could lean on him. It’s not like we’re starting from scratch — it’s a system and they want you to succeed. You’ve got a big cheerleader. So, the idea of franchising really nipped it in the bud for me. I thought, "That’s a good idea. Let’s do that. Let’s start over."

Powills: I know your brand well because we’ve worked with Right at Home for a long time, so this might be leading the witness. But the word that struck me was “lonely,” which I think applies to franchise ownership. You’re with a brand that has tremendous culture, community and support. But I’ve spoken with franchisees from other brands who failed, and loneliness was a big factor. They sign a big document, then get no support and are afraid to ask for help. Do you feel like Right at Home solves that loneliness for you as a business owner?

Gagliano: Yes, they have weekly calls to update us on innovations and monthly calls with my coach — sometimes more frequently. I tend to have an “I can do it” attitude and don’t like asking for help, but a few times on Zoom, I needed it. My coach told me, “If it takes longer than five seconds, I’ll do it for you and send you the info.” They have someone for every part of the business — whether it's regulations, labor policy, social media, or marketing. They’re very responsive, and if they don’t know an answer, they’ll find it.

Powills: I think many people hit a roadblock in corporate America where they’re told, “This is the top of your opportunity,” and they quit. But in some franchise brands, the infrastructure isn’t there. In corporate America, you have HR, supply chain, marketing and operations, but in franchising, some franchisees are just thrown out there. Now you’re in charge of it all. Do you think back to your experience with your grandmother when leading your team with the senior community? And how do you mentally handle building relationships with seniors who may be ready to pass away? How did you get strong enough for that?

Gagliano: I’m not really mentally strong enough for that yet. There’s one client I take out personally — he’s 94 and blind, and I’m the only one who can take him to his appointments. We were at the eye doctor recently, and I questioned adding more drops since he doesn’t feel the dry eye due to his macular degeneration. The doctor explained that if he gets an infection, it could be disastrous. It was a moment of realizing that one day, it will happen. I tell the caregivers this too — our time with them is our chance to make their “fourth quarter” the best it can be, giving them support, love and memories to carry with them.

Powills: What’s amazing is your vulnerability in admitting you’re still not comfortable with it, yet you’re making a tremendous impact on someone else’s life. You’re finding purpose in what you do daily. Here, the memories and feelings mixed with a career are indescribable. If you don’t have compassion or empathy for someone aging, this business might not align with you. But if you do, it’s so much larger than just a career.

Gagliano: I think it’s interesting because there are people in the in-home care industry who don’t have my story or my husband’s, and they still succeed. If you work hard, you succeed. But I think about the happiness factor. When I’m visiting or doing supervisory checks, it makes me feel great. I go to bed each night, thanking God for the chance to see Henry and Sally, smile, give them a hug and make a difference. My quality of life and happiness are here, and I’m successful. If you lack compassion and empathy, maybe you’ll have wealth, but it’s hollower.

Powills: We sometimes forget how much seniors need love and compassion, just like children. What you’re doing brings comfort, even if it can’t be fully expressed. That pursuit of happiness makes the chase for the dollar more valuable.

Gagliano: Yeah, and there’s no mission without margin — I borrowed that from someone else. But about value — I remember my first boyfriend, and everyone remembers their first love. I was so happy because someone truly loved me, different from family love. When I show love to my clients, even if it’s not always received or they’re upset, I know I’m contributing to their happiness. Between myself and my caregivers, we’re making them happy with love.

Powills: If someone out there is listening, I’d want to bet on you to take care of my parents because that’s who I’d want. Your passion and care are the beauty of this business model. It offsets the stress of adults caring for aging parents. Hearing you talk, I know who I’d want in charge when the time comes.

Gagliano: Thank you, that’s awesome.

Powills: None of this is scripted, but I’m grateful for what you’re sharing. From a franchise buyer’s standpoint, you need to align with something that makes you feel good. Yes, you can be a business owner, but do you find this category is set up for people who align with something much larger than money? 

Gagliano: It’s set up to shine — you can do fine, or you can shine.

Powills: I love that. Now that you’ve jumped into this and moved on from chasing awards in commercials, as you scale the business, what does winning look like for you?

Gagliano: Well, I own five territories, so the scaling is done. My goal now is to help as many people as possible. In a staff meeting, I reminded them why we answer the phone with, “How may I help you?” It’s a privilege to help someone, even if it’s not with our service — maybe by referring them to an elder care attorney or helping with a move. Whether it’s a caregiver or client, they’re equally important. “How may I help you?” is my honor and privilege, and it feels just as good even if it doesn’t lead to business.

Powills: I think it does translate into business because you keep putting that out into the world. It buys you so much goodwill. It’s the right mentality in life.

Gagliano: Givers gain. Don’t look at my money as being in your pocket. Keep giving, and it’ll replenish itself. The more you give, the more you gain, in so many ways, not just financially.

Watch the webinar above or on YouTube.

If you're interested in taking the next step in making a difference in your community as a Right at Home franchisee, visit https://rightathomefranchise.com/.