Posted:12-June-2026
From Opportunity to Multi-Brand Ownership: The Women Behind ServiceMaster’s Local Growth
Since acquiring their ServiceMaster franchise in 2019, Michelle Walker and Jess Burrows have worked together to strengthen and grow the business across Bournemouth, Poole and the New Forest. Operating ServiceMaster Clean Residential, ServiceMaster Clean Commercial and ServiceMaster Restore, they have built a diverse and thriving operation serving both domestic and commercial customers. Combining operational expertise with a passion for marketing and development, the duo have successfully navigated challenges, expanded their local presence and created a strong foundation for sustainable growth. In this Women in Franchising Spotlight, they share their experiences of business ownership, leadership, resilience and the opportunities franchising has provided.
What motivated you to step into franchising?
Michelle: I became a ServiceMaster franchise owner in March 2019, operating ServiceMaster Clean Residential and Commercial across Bournemouth, Poole and the New Forest, alongside ServiceMaster Restore in the same territories.
Prior to franchising, I was made redundant from a corporate role. I did not follow a university route, but I have always believed in committing fully to whatever I take on. Having previously run my own business, I understood both the accountability and the opportunity that comes with ownership.
This time, I wanted to build something long term within a recognised structure. The franchise model offered established systems, brand reputation and operational guidance, while still giving me the autonomy to lead locally and shape the direction of the business.
Jess had already worked within the ServiceMaster network before we acquired the franchise. From the outset, we shared a clear intention to strengthen what was already there and grow in a measured way.
How has franchising support your growth and development?
Michelle: Franchising has allowed me to operate independently, but without isolation. Having access to proven processes and a wider support network means decisions are informed rather than reactive.
My focus sits firmly within finance, HR and operations. I am naturally drawn to structure, ensuring that customer service standards remain high and that the business can grow without losing control.
Jess: Stepping into the Marketing Director role stretched me. I did not come from a traditional marketing background, so I invested in learning and development. That has included training courses, networking and building confidence in representing the brand publicly.
Being part of a franchise network has meant there is guidance available, but I have also had the freedom to adapt our marketing to suit our local territories.
What challenges have shaped your journey so far?
Michelle: Taking on an existing operation meant respecting strong foundations while identifying areas for improvement. We reviewed internal processes, strengthened administration and ensured we could deliver consistently across multiple territories.
Operating in sectors often perceived as male dominated has also required clear leadership. Over time, professionalism and consistency speak for themselves.
Covid 19 tested every aspect of the business. We had to adapt quickly, protect our team and maintain service standards. That period reinforced the value of resilience and being part of a wider franchise network.
Jess: Personally, pushing beyond my comfort zone has been a challenge. Attending events, building relationships and representing the business publicly has required growth. That development has directly supported our increased visibility across Bournemouth, Poole and the New Forest.
How do you measure success?
Michelle: Success, for me, is stability and control. Clear systems, reliable processes and a cohesive team across both brands matter more than short term gains. I am proud of the operational structure we have built and the confidence it gives us to grow sustainably.
Jess: I see success in how far we have progressed since 2019. Our marketing presence is stronger, our internal processes are clearer, and the business feels established and positioned for continued growth.
What advice would you offer women considering franchising?
Michelle: Be confident, even if it feels outside your comfort zone. Confidence often comes after you take the step, not before. You do not need every skill from the outset. Many of the capabilities I rely on today have been developed through experience, learning and, at times, making mistakes. Growth rarely happens without stretching yourself.
Jess: If you want something, go after it. Have faith in yourself. Back your judgement. Franchising gives you a framework and support network, but growth ultimately comes from your willingness to step forward with belief and take ownership of the opportunity.
Interested and want to know more about ServiceMaster Restore?
The ServiceMaster Restore profile outlines all aspects of their franchise opportunity and allows you to contact them for further information or to ask a question.
