Franchisee Profile: Delivering the Message of Quality Care

At the 2015 Homewatch CareGivers annual conference, franchise owner Michael Bagwell was named the recipient of the Cletis Garrett Award. This annual award recognizes a Homewatch CareGivers franchisee that has excelled at delivering the message about quality care in their community. Michael Bagwell and his wife, Hillary Wootton, are the owners of Homewatch CareGivers serving Santa Rosa and Sonoma County in California. Mr. Bagwell shared with us what it means to win this award.

HWCG: How long have you been in business?
MB: We have been in business since October 2013.

HWCG: How do you deliver the message about your quality care services?
MB: We deliver that message in person. One belief that is held by my wife, Hillary, and myself, is that in home care is a very personal service. Families come to us often times when they are in crisis and they don’t know the services that are available in the community. The way we choose to engage with people is in a one-on-one level and filtering through our own experiences.

I was raised by my grandparents and I oversaw their care, their financials, their living arrangements, everything. Hillary helped with care for her Mom and she would get those calls saying that, “Mom’s fallen!” or whatever and then she had to drop everything and drive or fly down to rescue her. Knowing from a personal standpoint what happens next, how to engage in resources when there is not a great deal of preparation.

We try our best with every family, to educate them. When someone calls our office, it is usually Hillary or myself to take the call. We have a conversation about their needs and what we really want to do is understand what’s going on with that person or that family. We have been in similar situations.

HWCG: What does this recognition mean to you?
MB: I was completely surprised and it’s a reminder to me that I’m doing what I should be doing, that I’m in the place in my life where this is the right thing to do. Helping people is what I’ve been put here to do. It’s recognition for the thing that I enjoy and love doing.

HWCG: What advice do you have for others who might be struggling with messaging about their business?
MB: I think it really comes down to a lot of times, personal stories, like me with my grandparents, and then you have a personal connection. It’s important to understand that this industry is very personal, and it is truly about people. The service we offer is care and you have to be able to relate and put it together in a framework that represents who you are and why you are here.

To hear from more franchisees, please visit our Hear From Our Owners page.