Family owned businesses continue to be the backbone or our economy. They range from small businesses to large corporations, employing 60% of the population. Family owned businesses are one of the fastest growing sectors of the economy responsible for creating 78% all jobs in our country. Unfortunately, the odds are against a family owned business succeeding after a generational transition. Most often the next generation isn’t interested in carrying on. Sometimes, the new generation will make drastic changes in the business that the employees and or customers aren’t willing to accept. Other times the new generation just doesn’t possess the value system or business philosophy the previous generation had. Whatever the reason, statistically, only 33% of all businesses successfully make the transition to the second generation, and only 10% make it to the third.
Best Cleaners, has survived 2 generational transitions. Shawn McCann is the third generation to run the organization. In 1954 William J. McCann, Jr a WWII Veteran opened the first Best Cleaners in Middletown Connecticut. Today they have 11 locations.
Second Generation
The second generation brothers Bill & Tim were groomed to take over the business using their good sense and work ethic learned and grew the business in a grassroots fashion, heavily involved in the day to day operations. They led by being present. It was sink or swim. Later Bill bought out Brother Tim’s shares and ran the business with his wife Susan.
Third Generation
Growing up, Shawn didn’t work in the stores; he was usually given the task of painting or mowing the lawn. After he graduated from college, his parents Bill and Sue McCann encouraged him to work elsewhere to establish himself and learn what it meant to work under other management. When he finally joined the business, he initially spent his time learning every aspect of every job. He didn’t spend a long time at each position, just long enough to understand each position of the company. When Shawn finally joined the business, the staff was a bit nervous about the new management, but Shawn made himself visible enough to ease their concerns.
Shawn chose to carry on the tradition of Best Cleaners because he took pride in what the previous generations had accomplished. He educated himself and knew he had the skills to take the business into the next generation. Under Bill, Best Cleaners grew to 10 locations, offering same day service, and home delivery to its customers. Best Cleaners was also the first in Connecticut to provide GreenEarth (environmentally friendly cleaning system). Since Shawn has come into the business, they have added a new location and created more efficient processes. Keeping current, reading Trade Publications and networking with Trade group members has allowed him to stay ahead of the curve. Everyone always remembers the first in the industry.
Successes and Challenges
Best Cleaners greatest success has been its ability to secure jobs for their 140 employees some have been with the company for 25 years. Employees are given the tools to create an experience for our customers. “Customers are guaranteed a quality product; otherwise the garment is replaced at full value. Fortunately, this doesn’t happen very often, but nothing is perfect. This guarantee gives our employees the tools to make the customer happy, and concentrate on quality.”
On the other hand, their greatest challenges have been keeping their fixed costs low. They are constantly striving to bring in more efficient technologies to save on their fixed costs. Another challenge is the cost of cleaning vs. buying new. Innovation, convenience and customer service keeps the customers coming back. Home delivery, express service (in by 11:00, out by 4:00), and converting to an environmentally safe solvent (GreenEarth) are some of the reasons customers choose Best Cleaners.
Best Cleaners is staying in the game and part of the 10% that survives the 3rd generational transition. Give the next generation the experiences, knowledge, and make them part of the culture before promoting them to CEO. When the next generation is groomed in this fashion the odds of success increase.
Maria Keiser has a wealth of experience and success in relationship building, business growth development, operations management, and event planning. She has helped many of her clients grow and better understand their businesses.
Maria takes a proactive and personal approach with her clients, she feels that this method promotes trust and a sense of community within the membership, which is conducive to success and is one of the differentiating factors in her industry. She lives by two mottos, “stretch your comfort zone” and “only ask of others what you are willing to do yourself”.
Her most recent accomplishment is her recognition as one of The Hartford Business Journal’s class of 2007 40 Under 40.
Ms. Keiser has worked to improve the business climate in the State of Connecticut. Her current project is working with law makers and state officials to eliminate the Business Entity Tax.
Maria is the creator of the *“Ask the Entrepreneur” speaker series, and has been invited by several organizations to present to new and emerging entrepreneurs.
She attributes her success to her business partner and spouse Michael who introduced her to the world of business, and learning from other business owners who have achieved success. Maria and her family live in Manchester, Connecticut.
* “Ask the Entrepreneur” is comprised of an eclectic group of successful entrepreneurs who share their experiences, successes, and mistakes
