What Franchise Issue 21.1

CHARLOTTE CLAYDON Franchisee for We Love Pets Stevenage BeforeWe Love Pets, my career had already gone through a few big shifts, starting in retail management with Laura Ashley. It was a role I enjoyed, but after having three children the long days and travel simply weren’t compatible with family life and I knew I needed something that allowed more flexibility. That’s when I moved into student exchange. I began as a host, looking after students from overseas, then joined the company’s head office before eventually setting up my own business. I loved the responsibility of arranging placements, schools, and host families, the work felt meaningful, and for years it seemed I’d built a business with a secure future. Then Brexit arrived. Almost overnight, the foundation of my business collapsed. Ninety percent of my students were from EU countries, and with the changes to academic opportunities, the entire model I’d relied upon was no longer viable. I knew from experience how tough it is to build a business. You can only do it if you’re genuinely passionate. And for me, outside of the work I’d already done, the only thing I felt that strongly about was dogs. We’d had a beautiful cocker spaniel called Bella, who transformed our lives before she sadly passed away far too young. Losing her cemented just how much joy and meaning dogs brought to our family, and I knew I wanted to do something in that world. So I began researching pet care franchises, determined to find a business that aligned with my values and lifestyle. That’s whenWe Love Pets appeared.What struck me wasn’t just the model but the personal touch. I sent an enquiry, and RyanWhite, the co-founder, called me back within 20 minutes. He didn’t send a copy-and-paste email or a glossy prospectus – he just rang and chatted like we’d known each other for years. I instantly trusted him, and I knew it was the right move. I loved thatWe Love Pets mirrored exactly what I’d have wanted for Bella: not kennels or crowded van walks, but family boarding, small group walks, and individual care. It also fitted perfectly with my family life while allowing me to continue running my student business, albeit on a smaller scale. I wanted to hit the ground running with support behind me, and that’s exactly whatWe Love Pets offered.When I joined in March 2021, the timing was extraordinary.We’d just come out of lockdown, and suddenly half the country had new puppies or kittens. Many were first-time pet owners who saw us not just as walkers or boarders but as a lifeline of knowledge and reassurance. Those early customers are still some of my best today. I didn’t anticipate the bureaucracy. Licensing requirements for boarding were far more complex than I ever imagined, but having Head Office handle frequent policy changes provides invaluable support. The other surprise was how quickly the business took off.Within 10 months, I reached the revenue target I’d originally set for five years. I also hit a wall. I remember calling Ryan in tears, overwhelmed by demand. His advice was simple but life-changing: “Charlotte, you need to learn how to say no.” As someone used to saying yes to every customer, that was hard, but it saved me from burnout. I spent year two steadying the ship, building a strong team, and focusing on sustainability. Four years on, I manage a team of 20-plus. If you’d told me that at the start, I’d have laughed. I thought it would just be me, my husband helping out, and maybe a couple of walkers. Now, when I look around a teammeeting, I feel incredibly proud of what we’ve built together. The joy isn’t just in business success but in what it gives people. Staff often tell me how much the job has helped them, whether it’s an 18-year-old who struggled in office jobs but has blossomed working with animals, or a grandmother who loves her weekly dog walks for the mental health benefits. Pets bring people together, and our business is built on that sense of connection. Customers too often find us to be more than pet carers. One client recovering from a stroke values our visits as much for the chat as for the dog walk. For me, that’s what makes this business special: it’s not just about profit – it’s about earning trust and building relationships, a synergy I’d also experienced in the student exchange world. When I started, I had a burning ambition to be in the top ten franchisees, then the top five. I achieved both quickly, but now I’m less focused on rankings and more on balance. I want to keep growing, but also have time with my children, flexibility to support my ageing parents, and space for myself. I always say I feel lucky to have found this industry, although Ryan insists luck has nothing to do with it. Maybe he’s right.What I do know is that following my passion has led me to financial security and a lifestyle I genuinely love. “Pets bring people together, and our business is built on that sense of connection” Charlotte Claydon, franchisee forWe Love Pets Stevenage, has built one of the network’s top- performing branches since joining in March 2021. Her success is part of a wider story. We Love Pets has been recognised as a finalist for Franchisor of the Year at the 2024 BFA HSBC UK British Franchise Awards and has won national honours for innovation and franchisee support. Charlotte’s branch reflects that same high standard, combining strong business results with a commitment to ethical pet care. Charlotte credits franchising with giving her the structure to scale quickly, while still allowing the flexibility to balance work, family and a genuine passion for animal welfare. 59 WHAT-FRANCHISE.COM Interv iew | FEATURE