Posted:20-October-2025
From challenging start to a thriving business
- Name: Bev & Phil Haydon
- Location: Maldon
- Franchise: Petpals Chelmsford, Maldon & Danbury
- Date launched the franchise: August 2020
Can you tell us a bit about yourself and what you were doing prior to buying your Petpals business? Bev: Before becoming franchise owners, I worked as a pet carer for Petpals Witham, and prior to that, I was in electronics assembly.
Phil: I also started as a pet carer with Petpals Maldon & Danbury, having previously worked in engineering. We both knew early on that caring for animals was far more rewarding than our previous careers – it was something we genuinely loved doing every day.
Can you also tell us about Petpals? We invested in a Petpals franchise – the UK’s longest-established, multi-service pet care provider, offering trusted services such as dog walking, home boarding, and cat sitting. Petpals is built on a simple but powerful ethos: to provide reliable, compassionate care for every pet, giving complete peace of mind to their owners. Our own franchise covers a large territory in North Essex, including the historic county town – now city – of Chelmsford, a vibrant and diverse area that blends urban life with beautiful rural surroundings.
Why did you go down the franchise route? What made you choose pet services? And why Petpals? We had both been working for the previous franchise owner for several years when, sadly, he passed away. Having first-hand experience of the business and a passion for caring for pets, we felt a strong sense of responsibility to continue what he had built. Purchasing the franchise allowed us to keep it running and ensure continuity for our loyal clients and their beloved pets.
How did you raise the finance? Through our personal savings.
What training and support did you receive initially and ongoing? Our initial training took place during lockdown, so it was delivered online. Despite the unusual circumstances, the support from Head Office was excellent – they ensured we had everything we needed to hit the ground running. That guidance has continued ever since, and we know help is always just a phone call away.
How would you describe your day-to-day role as a franchisee Our days start with checking emails, messages and our scheduling system to ensure our team is fully briefed and all visits are covered. We often have pet care duties of our own, alongside managing the business – from banking and administration to checking in with staff and clients. At the end of each day, we review our systems to confirm that all visits have been completed and everyone’s happy – both clients and team members!
Provide information on challenges overcome as well as your key successes to date. Taking over the business following the sudden passing of the previous owner was an incredibly emotional and challenging time. We then faced the impact of Covid and lockdown restrictions, as well as periods of ill health. But through resilience, teamwork, and the unwavering support of our team and clients, we’ve managed to build a stronger, more successful business than ever before. Winning the Great British Franchisee Award feels like recognition for all of that hard work.
Has becoming a franchisee changed your life, if so how? Absolutely. It’s given us the opportunity to take control of our own future while having the reassurance of support from Head Office. Running our own business has been both empowering and deeply rewarding.
How do you achieve a work-life balance? We’re very mindful of sharing the workload evenly between us and make it a priority to finish work by 6pm wherever possible. That way, we can enjoy our evenings and make time for other interests outside of work.
If you have staff, how do you retain your best staff and keep morale high and productive? Our team means everything to us – they’re the heart of our business; their dedication, care, and support are the driving forces behind our success. We maintain regular communication, make sure their voices are heard, and always respond quickly to any concerns. We like to show our appreciation through thoughtful gestures – gifts at Easter and Christmas, and celebrating our shared successes, like our recent award win.
Can you tell us about any community involvement you are involved in? Yes, we’re proud to support our local Greyhound Trust, helping to find loving homes for retired racing greyhounds. Supporting local causes that align with our values is something we feel strongly about.
What is the most invaluable piece of advice you could give someone looking to buy their first franchise? Buying a franchise offers the best of both worlds – you’re running your own business, but with the support of an established and trusted brand behind you. For us, it meant stepping into a business with strong foundations and the opportunity to continue developing and improving it.
In your opinion, what makes a successful franchisee? Professionalism, dedication, and the goodwill of a motivated team. You have to lead by example, care deeply about what you do, and always put your clients and their pets first.
What are your plans for the future?
We’ve recently renewed our franchise agreement for another five years, and we’re excited to keep growing, supporting our clients, and developing our brilliant team.
If you had to do it all again, what would you do differently? If we had to do it all again, we wouldn’t change a thing. Every challenge has taught us something valuable and helped shape the business we’re so proud of today.
Interested and want to know more about Petpals ?
The Petpals basic profile outlines aspects of their franchise opportunity
