Lessons Learned in Military Transfer to Small-Business Ownership

By:  Christiana and Stephen Logansmith

Ex-military members bring a lot of intangibles to the table that make them great candidates for business ownership.

When Christiana and Stephen Logansmith opened up their ServiceMaster Clean franchise in 1991, they were confident they would succeed. More specifically, they knew the experiences gained while serving in the United States Navy had prepared them well for what was ahead. And 20 years later, with more than 100 clients and 160 employees, the Millersville, Md.-based janitorial service is thriving thanks to the time-tested principles they learned in the service.

Drawn to the idea of being her own boss, Logansmith was immediately attracted to the concept of franchising. The former communications and security officer admits the couple did not have an idea to implement, so choosing a small business with the strong track record, great brand recognition and history of solid franchisee support they found in ServiceMaster Clean, made the decision all the easier. Logansmith wanted a proven system that was turnkey in nature, as her time in the military was all about operating within a systematic approach.

“Responsibility and personal accountability are critical components to success in any facet of life, and the Navy does an incredible job of driving that home,” said Logansmith. “Ex-service personnel eat, breathe and sleep these values, which transfer well into the type of business we run, given all the moving parts we manage, as well as the size of the organization.”

The structure and orderly approach to challenges that were developed while serving in Japan also fit well with the franchise blueprint that Logansmith signed up for two decades ago. Like the Navy, ServiceMaster Clean functions according to a set of operating procedures that have been designed with the owner’s success in mind. Likewise, Logansmith says that everything an officer does is benchmarked against a set of standard operating procedures in the military.

“Literally every step for doing anything is clearly spelled out in the service,” added Logansmith. “So there are no excuses for falling short of your objectives. When it’s all there in print, you can’t help but meet your goals.”

Using the Navy’s “Personnel Qualification System” as a model, Logansmith created a detailed training guide that all employees are issued for intensive training during their first week on the job. For each skill, such as changing the vacuum bag, the trainee must initial that they have been taught the skill; likewise, the trainer must initial to indicate the task has been performed satisfactorily.

Logansmith concludes that ex-military members bring a lot of intangibles to the table that make them great candidates for business ownership. In addition to their dedication to seeing a job through to completion, she holds that former service personnel understand leadership by example, which resonates well when you are trying to teach frontline staffers.

“People respond better to leaders who are willing to roll up their sleeves and get their hands dirty, and that’s just what you are expected to do in the service,” Logansmith said. “Veterans also possess a mental toughness that translates into on-the-job success.”

But before anyone settles on becoming his own boss, she warns that it is essential that his values fall in line with the franchisor’s mission. In Logansmith’s case, it was the ServiceMaster Commitment that solidified the deal.

“By honoring God in all we do, ServiceMaster emphasizes the importance of helping people develop, excelling with customers and growing profitably,” Logansmith stated. “So as critical as it is to make sure business philosophies and customer service approaches jive, make sure these underlying, core values are  in sync. If they aren’t, move onto the next opportunity on the list.”

In addition to her commitment to the franchise business, Logansmith is active in her community.  She is s member of the All Children’s Chorus of Annapolis Board of Directors and a member of the Business Advisory Committee for the Center for Applied Technology North, which provides vocational training services.