Rethinking Operator Led Growth in the Restoration Industry

Jeff Todd shares why local expansion and density allow restorers to drive strong performance

On this episode of Ask The Expert, Jeff Todd the Chief Franchise Development Officer at ServiceMaster Restore®. Jeff has an extensive background in franchise development holding notable positions at Launch Entertainment and Driven Brands, where he contributed to the strategic initiatives. Jeff is also a graduate of the University of Virginia’s McIntire School of Commerce. Jeff shares his insights on how restorers should shift their mindset for growth in the restoration industry.

Kayla and Jeff discuss:

The importance of owner-driven expansion and how it outperforms faster, top-down market entry. The key is customers want a local provider, not just a pin on a map.
Understanding the operational advantage of adding locations in your existing market. It allows you faster response times, leveraging your resources nearby, and improving your margins.
Identifying the criteria for markets that are ready to increase their density. Analyzing key data points like population, commercial activity, and current presence are key.
Mastering a single location prior to expanding is key. It allows you to take the sound operation and plug and play with a new location and avoid scaling too fast and running into operational and customer service issues.
There’s a “right” way to build and scale, which is around density. Your service offerings, strategic operator support and data decisions are the foundation of successful growth.

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Kayla McGowan is the Editor-in-Chief of R&R Magazine, with 10 years of experience in marketing and communications in the restoration and cleaning industry. She leads the editorial strategy for R&R and The Experience Events, creating content that informs and connects industry professionals.

Kayla holds a B.S. in Criminal Science and M.S. in Public Safety and Emergency Management from Grand Canyon University. She serves as Co-Chair on the RIA’s Marketing Committee.

Kayla is a Microbial Warrior®, a Certified Forensic Operator® and a High Risk/ High Level Decontamination Specialist™. Kayla is passionate about elevating the industry, is a food lover, enjoys spending time with her family, and embracing the outdoors.