How to Turn Customer Service into Success Why Authentic Connections Are Key to Business Growth
In the latest episode of Talk with Coach, I had the pleasure of sitting down with Rebecca Simon, a franchise owner of Ace Handyman Services here in Indianapolis. Rebecca's journey from Canada to the U.S., and her transition from a fast-paced career in IndyCar racing to becoming an entrepreneur, is nothing short of inspiring.
In this episode, Rebecca opens up about the power of networking, her transition into entrepreneurship, and the lessons she’s learned in the process. If you’re a small business owner, aspiring entrepreneur, or just someone looking for ways to tackle new challenges, you’ll love the insights Rebecca shared.
Here are some of the key moments from our conversation that I know you'll find valuable:
The Journey from IndyCar to Ace Handyman Services
Rebecca shared her fascinating transition from managing high-profile events at the Indianapolis Motor Speedway to running her own franchise with Ace Handyman Services. She talked about how the excitement and trust people have with the Ace Hardware brand drew her in, despite not being "handy" herself. Her focus on providing an exceptional customer experience is rooted in her desire to change the reputation of the handyman industry.
"People need someone they trust when bringing a stranger into their home to do repairs, and that’s where Ace Handyman Services comes in. We want to be that trusted resource for homeowners," Rebecca said. This approach, she explains, is how her team provides peace of mind for clients.
Building a Business from Scratch
Transitioning into entrepreneurship wasn’t easy for Rebecca. She shared the reality of owning a franchise, emphasizing that while the business model offers guidance, there’s still plenty of room for personal growth and learning along the way. Rebecca highlighted how, even with a solid franchise backing, entrepreneurship demands resilience, flexibility, and a willingness to embrace the challenges that come with being a small business owner.
"Being a small business owner is hard work, but it's rewarding. The key is to stay resilient and keep learning from every situation."
Best Business Advice: Network with Intention
Rebecca also discussed how networking has been crucial to her success. As a long-time member of BNI (Business Network International), she emphasized the importance of networking with the right people and giving value before expecting anything in return. Rebecca’s approach to networking is all about building genuine relationships, and she credits much of her business success to the community she’s built.
"It’s about connecting with people and being curious. You never know where a simple conversation might lead. And remember, your network is your net worth," Rebecca shared.
Overcoming Challenges and Embracing Resilience
Running a business during uncertain economic times can be difficult. Rebecca reflected on the current state of the home improvement industry, sharing how consumer behavior has shifted due to financial concerns and the upcoming election. Despite these challenges, her team continues to push forward, focusing on delivering exceptional service to their clients and building a loyal customer base.
One of Rebecca’s favorite reads is The Entrepreneur Roller Coaster by Darren Hardy. She highlighted a pivotal takeaway from the book: 95% of the time, running a business is hard work. But those few moments of success make all the challenges worth it. This mindset has helped her maintain perspective and push through tough times.
Her Advice to Aspiring Entrepreneurs
For those considering starting a business, Rebecca’s advice is simple: be curious, ask questions, and surround yourself with the right people. Whether it's finding a mentor, joining a networking group, or reading the right books, success comes when you put in the effort to learn and connect.
If you’re looking for practical business tips, real stories from the trenches of entrepreneurship, and insights into what it takes to grow and sustain a business, you don’t want to miss this episode.
Listen to the full episode on YouTube and learn how Rebecca Simon transformed her career and embraced the challenges of being a franchise owner.