"Pearl Award Winner" - Beth Miller

A secret advantage to being the CEO of The Dwyer Group, as I often say, is that I’m also the target customer. I’m the wife, the mom, and the woman of the house who schedules service calls when I need something at home repaired. That’s a special perspective – understanding the customer. Beth Miller, of Mr. Rooter of Sonoma County, knows exactly what I mean. For the nay-sayers who think that plumbing is a man’s job, Beth is the role model in the Mr. Rooter uniform who proves otherwise. I was thrilled to honor Beth as a Pearl Award Winner at 30th Anniversary and Reunion for The Dwyer Group recently. Watch this video about her story to see why: http://www.youtube.com/watch?v=Bk2qd4F5wZ0&feature=share

Like a growing number of women who are entering the service trades and representing our brands, Beth has that special understanding for putting customers first. She has served in every role for Mr. Rooter of Sonoma County, from the field to the front office. Her care and expertise just shine. She inspires those around her and she follows The Dwyer Group Code of Values. And I am personally touched by the example she has set for her daughter. Beth takes pride in her career and shows that women have a place in the trades. Now, as a Pearl Award Winner, she also has a place in our hearts. It was wonderful to recognize her in front of our whole system. And The Dwyer Group is sending her on a cruise vacation to celebrate. Congratulations, Beth, for many, many, many jobs well done.

"Pearl Award Winner" - Joey Link

I love to say that I am blessed to be part of a great company that attracts so many wonderful people. We are successful across our franchise brands not only for the businesses we’ve established, but also for the countless men and women who deliver their services to customers around the world. That was reinforced in the most profound way with an individual at The Dwyer Group Reunion last week in Indianapolis. Words do not do justice to the Respect, Integrity, Customer Focus and Having Fun in the Process that Joey Link displays every day. This is a man who has faced God’s toughest challenges, and he has persevered in a way that serves as an incredible example to all who surround him. When The Dwyer Group was preparing for the company’s 30th anniversary and reunion, we put out the call across our brands in search of our Pearl Award winners. A special recognition program sponsored by our vendor ReachLocal, the Pearl Award was created to look for the best office representative and the best service representative in our franchise family. Among the many inspirational responses, a nomination for Joey Link showed up. And it was incredible. Despite the hardships of diabetes and infections that have led to hospital stays, surgeries and the loss of limbs you might think are necessary for the job, Joey has been the epitome of determination. Having dealt with the passing of loved ones in his family, he also remains that much stronger to live his life to the fullest. His Aire Serv family, customers, friends and relatives have reaped all the rewards for having a man of that caliber among them. And, I had the pleasure of visiting Joey at Aire Serv of Louisville, Ky., to give him the good news that he was a Pearl Award winner.
Watch the video here: http://www.youtube.com/watch?v=U38zeNb8Ss8

Joey attended our 30th celebration and reunion to be honored by our entire company. He will also enjoy a cruise vacation, courtesy of The Dwyer Group. If ever there was a man worthy of congratulations, it’s Joey Link. And I’ll be the first one to say that his incredible influence has stretched far beyond the streets of Louisville, Ky. Thank you, Joey! You remind all of us what it means to Live R.I.C.H.

Here's to Higher Learning

Benjamin Frankin once said: “An investment in knowledge always pays the best interest.” I couldn’t agree more! I’ve always been a fan of lifelong learning. Teachable moments are a daily opportunity. Speaking as the CEO, I am never done learning. And sharing opportunities for growth with others are equality important. That’s why I was so proud to announce the creation of a special 2012 scholarship program at The Dwyer Group reunion and 30th Anniversary celebration recently.

The company will immediately begin accepting applications to grant thirty $1,500 scholarships http://www.dwyergroup.com/scholarships.asp to eligible full-time employees of The Dwyer Group and full-time employees of franchisees who are planning to enroll or are enrolled in coursework at certain undergraduate, graduate and trade schools. Eligible candidates will have been continuously employed by the respective company for a minimum of two years. Our hope is to help build talent, knowledge and skills that we value – all while recognizing the incredible team of people it takes to represent The Dwyer Group and our service brands each and every day. It’s a beautiful feeling to invest in the team. And this scholarship program is just one more example of how we continue to Live R.I.C.H. in our franchise family.

Family Reunions: Dwyer-style

Do you want to know how we are having fun in the process at The Dwyer Group this week? I am blessed with a very big family and we know how to plan a shindig! Don’t dare call it just a convention. It’s so much more. Actually, let me start at the very beginning… My mom and dad had six kids to nurture and mentor, so all things “family” were big. No doubt. That crept over into the family-owned business without a second thought too. From the earliest days of The Dwyer Group, joining the company also meant joining the family. That’s why annual conventions soon became dubbed: Reunions. This year and this week are no different. We’re officially celebrating our 30th Anniversary and hosting our annual reunion. And over the years, just as the Dwyer family has grown with kids, grandkids, nieces and nephews, our franchise family has grown as well with more brands, more associates and more franchisees. Personally, I like to think that growing up in a big family with lots of brothers and sisters and cousins and more, prepared me well for being part of a big company with lots of great franchise brands and people I cherish like…well…like family. I cannot wait to see all of our attendees at the J.W. Marriott in Indianapolis this week. I mean, I cannot wait to be with the family!

Life After Hurricane Irene

The damage is in the billions. People are without power. Homes have been lost. And we wake each and every day to the reality of entire communities picking up, starting over, making repairs, and moving on. That is life after Hurricane Irene. As we continue to hear stories of the destruction, we at The Dwyer Group also hear about the heroes who are going in and cleaning up. I am so proud that our franchise brands play a role in helping homeowners and business owners get back on their feet. Whether it’s flooded homes, broken windows, electrical problems, plumbing problems or a host of other service calls, our franchisees and their incredible technicians are there to serve. It reinforces the theme we’ve been championing all year during The Dwyer Group’s 30th Anniversary – “Customers First.” Times like these make us appreciate the everyday conveniences we often take for granted: running water, reliable electricity, and the safety and comfort our homes provide from the outside elements. Mother Nature can certainly put that to the test, as she did along the East Coast. And my thanks go out to all of our franchisees and their teams who are working long hours to do what they do so well by putting customers first.

Time Flies When You're Living R.I.C.H.!

Our great team at The Dwyer Group has been busy making preparations for our Annual Reunion. And this year promises to be extra special, because we will also be honoring The Dwyer Group’s 30th Anniversary with all of our attendees. Binders are coming together. Registrations are piling up. Speakers are preparing their remarks. A lot of celebrating will be on hand this October. In fact, we’ve been so excited for this hallmark anniversary, that I almost overlooked another important anniversary. It has been five years since I introduced the Live R.I.C.H. theme to our Code of Values. Double wow!


I remember getting ready for our 25th Anniversary and The Dwyer Group’s Annual Reunion. I was finishing up my book: Live R.I.C.H.: How to build success in your company and your life with a proven Code of Values. It was printed and shipped just in time for attendees to get a copy at the Annual Reunion. My idea was to give everyone something special for their trip back home – a little dose of the corporate culture we’ve been creating as told by associates, franchisees and family and friends over the years to me. I wanted to inspire people with the kinds of uplifting stories I get to hear every single day as chairwoman and CEO. I wanted to spread our corporate culture to a rapidly expanding franchise network and to promote the themes of Respect, Integrity, Customer Focus, and Having Fun in the Process. The message took hold! Soon I was sharing the book with every new franchisee who joined The Dwyer Group of Companies. I was giving interviews to the media about the importance of ethics in business. I even gave copies to everyone at the International Franchise Association’s annual convention for the year I served as Chairwoman. The book has been through several printings. Well, here we are five years later. It’s another Annual Reunion for The Dwyer Group and another fantastic milestone for our team and our family of franchise brands. Thirty years is an accomplishment all its own. But the last five years have been incredibly special and unique to me. I’ve had a front row seat to see the Live R.I.C.H. theme and our Code of Values propel us even further. Happy Anniversary, indeed!

Dwyer Group Reunion 2010 - http://www.ustream.tv/recorded/7807276

Who Misses Summer Break?

July seems to be the best time of the year (aside from Christmas) to take time off with my family for vacation. The kids are out of school and we are aching for some fun in the sun.

Over the years, I’ve learned several important lessons about how to make the most of your vacation.

Lesson 1 It’s okay – and actually necessary – to really vacate from life’s daily responsibilities like work or chores. Your mind and body need time for fun, rest and rejuvenation and you must be fully engaged to experience these feelings. Your family will really appreciate this engaged time with you. My strategic coach calls these free days, as they are free from any type of work and free to do what you love outside of work.

Lesson 2 - Plan ahead and get all the major items off your to-do list so you won’t spend time fretting over what didn’t get done. Be sure to communicate to your team and customers that you will be gone and whom they can contact if they need help while you’re out. Provide your emergency contact info to the one person you have assigned to handle your business while you are away. Do not call that person; they will call you if they really need you.

Lesson 3 - Go somewhere that the entire family finds enjoyable. We love going to the beach; some of us love to snorkel, fish and swim while others mostly enjoy lying on the beach and reading a good book.

Lesson 4 - Take time to really appreciate your family, friends and surroundings. Basically stop and smell the roses.

Lesson 5 - There are times when the whole family can’t seem to take the same time off. Know that it’s okay to take separate vacations from time to time. It’s better to have some vacations than none.

Live R.I.C.H.
Dina