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Meet the Family | Mark Willder

Opening the doors about 14 months ago, Mark Willder joined the network of Right at Home franchise owners with a location in Provo, Utah. Listen to Mark as he discusses what it’s like to be a franchisee, his experiences starting a new business, and the support received from Right at Home Corporate. Jessica Cornelius, Franchise Development Director for Right at Home, joins Mark for this conversation.

Previous Background

Mark Willder became an owner in August of 2021 and opened the doors in December 2021. He had no background in home health care, had previously worked for 25 years in technology software, and is a first-generation American.

Making the Decision

Willder did enjoy working in technology at some well-known software companies. But he grew tired of sitting in meetings that weren’t really important to him personally. He was at a point in his life where he wanted to do something that would have an impact on people. His parents came from the UK, so he grew up with no extended family around and really missed the sense of being able to spend time with his grandparents. When he found Right at Home, he felt the fit was wonderful, allowing him to serve others and also have that relationship in return.

A Typical Day

As they first got started, it was scary; however, Right at Home does a great job of preparing franchise owners. The system works, and the business coaches are great. A great deal of time is spent early on just meeting people, getting the word out, and establishing relationships. Mark became a CNA to prepare himself to be a better boss and have more insight into what their clients go through. Keeping the office staff lean, Mark is very hands-on, so he can thoroughly understand every facet of the business. He continues to be involved in inside sales, talking to prospects and matching them with their services. Willder also manages billing, receivables, and payroll, and allows time to review business KPIs. He thoroughly loves making his own schedule and not being stuck in an office looking at spreadsheets all day.

Support from Right at Home

Talking to other franchise owners as part of the due diligence, Mark had asked them what they’d done to be successful. Time and time again, it came back to follow what’s been done before, and you’ll be successful. Having a business coach is phenomenal, as he has been integral in the process. The coach shares best practices, answers questions, and provides encouragement. Utah has huge traditional families (8-12 kids all taking shifts), which is very unique compared to a lot of other communities, so things have to be adapted to your area.

Advice to a Prospective Franchisee

Willder didn’t realize how emotional it could be, being parachuted into real-life situations where a loved one is suffering and needs help. It’s a wonderful thing to be able to offer a solution. And there is the part when you also lose clients. It’s important to take a breather and recenter yourself. Mark doesn’t want to lose the emotional part of the job, because his role at the tech company was very sterile. He needed to have more contact with people, and emotionality is an important part of the job. Mark noted that it’s easy to have conversations that lead to people putting their trust in Right at Home. There’s a system in place that gives you confidence. After 14 months in business, he has 50-60 caregivers and 3-4 dozen clients, and he’s very excited about the future. Opening the doors about 14 months ago, Mark Willder joined the network of Right at Home franchise owners with a location in Provo, Utah. Listen to Mark as he discusses what it’s like to be a franchisee, his experiences starting a new business, and the support received from Right at Home Corporate.