Interview with the GOAT

When it comes to franchise success stories, few shine brighter than James and Kristina, one of the most accomplished partnerships in the Time For You franchise network. Often described as the “GOATs” (Greatest of All Time) by their peers, this couple has built a thriving business through determination, smart systems, and an unwavering commitment to doing things properly.

In this exclusive interview, we sat down with them to uncover what really drives their success beyond the numbers and headlines. Their story is more than motivational; it is a masterclass in how to run a successful franchise with structure, purpose, and heart.

Starting Small, Thinking Big

James and Kristina did not start out with a huge team or endless resources. Like every new Time For You franchisee, they began with a handful of clients, a phone, and a clear vision. What set them apart early on was their mindset. They approached the business not as a part-time job or side hustle, but as a professional enterprise from day one.

They focused on building processes before growth. Every client conversation, cleaner recruitment, and admin task was documented and refined. That foundation, they explained, allowed them to scale quickly when the demand came. By the time they reached around 700 cleans, they had already developed the systems to support the next phase of expansion.

The Power of Outsourcing

One of the key turning points for James and Kristina came when they decided to outsource their first tasks. It was not easy at first; like most business owners, they were used to doing everything themselves. But they recognised that their time was far better spent on high-value activities such as growing the business, supporting clients, and leading their team.

Their first outsourced role focused on admin and client communication, the day-to-day tasks that, while essential, could be handled by someone else with the right training. This decision freed up hours each week, allowing them to focus on cleaner recruitment, marketing, and service quality.

It is a lesson every new franchisee can learn from. If you want to scale, you have to let go of control strategically. As James put it, “You cannot grow if you are always stuck in the weeds.”

Client Communication: The Secret Weapon

Ask any successful business owner their secret, and most will say “customer service.” But for James and Kristina, it is much more than that; it is about proactive communication.

They have a structured process for keeping in touch with every client, ensuring no one ever feels forgotten. They make regular courtesy calls and check-ins, often after a client’s fourth clean, to make sure everything is running smoothly. These touchpoints do not just fix issues before they escalate; they build trust, loyalty, and referrals.

Their system tracks every client contact, ensuring follow-ups happen on time and no detail slips through the cracks. It is practical, professional, and incredibly effective.

Technology and Automation as Allies

With hundreds of clients and over 400 cleaners, you might wonder how they keep everything under control. The answer lies in their smart use of technology. They leverage software, automation, and even AI to manage communications, scheduling, and performance tracking.

By using digital tools to handle repetitive admin, they have created space for what really matters, people. They still maintain a human touch with clients and cleaners, but technology ensures the background processes stay consistent and error-free.

For aspiring franchise owners, this is a vital takeaway. Technology is not here to replace you; it is here to amplify your impact.

Recruitment: The Lifeblood of Their Business

Cleaner recruitment is one of the most challenging aspects of any domestic cleaning business, and James and Kristina have mastered it. They do not rely on just one source. Instead, they use a mix of recruitment platforms, local advertising, and referrals to attract talent.

This diversity protects them against market fluctuations and ensures a steady flow of applicants. They treat recruitment like a continuous process, not something to do only when they are short-staffed. That foresight keeps them ahead of the curve and ensures their clients are never left waiting.

Onboarding that Builds Loyalty

Their cleaner onboarding process is another area that stands out. Rather than rushing new cleaners onto jobs, they take time to train, support, and integrate them properly. This creates consistency across the team and reduces early dropouts.

By setting clear expectations and offering regular feedback, they create an environment where cleaners feel valued and motivated. As Kristina explained, “If your cleaners feel supported, your clients will too.”

That philosophy underpins their entire business model and shows why their retention rates are so strong.

Dealing with Turnover: Staying Grounded

When asked about cleaner terminations, James and Kristina were refreshingly honest. Turnover happens in every business, especially in the cleaning industry. The key, they said, is to monitor the numbers and learn from them.

They track why people leave, look for patterns, and adjust accordingly. Sometimes it is about recruitment fit; other times, it is simply part of the job. Their pragmatic approach allows them to stay resilient and maintain performance standards, even when challenges arise.

Mindset and Boundaries

One of the most impressive aspects of their approach is their discipline with working hours. They treat their business seriously but also protect their personal time. Their office hours are clearly defined, and they stick to them. This proves that success does not have to come at the expense of balance.

This boundary-setting not only prevents burnout but also models professionalism for their clients and team. It is a mindset every franchise owner can benefit from: consistency, structure, and clarity.

The Partnership Behind the Success

Throughout the conversation, what stood out most was not just their strategies, but their partnership. James and Kristina have built a business that thrives because they complement each other’s strengths. They hold each other accountable, celebrate wins, and tackle challenges together.

Their energy is infectious. Every franchisee on the call commented on their enthusiasm, drive, and generosity in sharing insights. They are living proof that when you combine passion with process, success becomes inevitable.

Key Takeaways for Aspiring Franchisees

1. Build strong systems early. Structure is the foundation of growth.
2. Outsource strategically. Free yourself from busywork so you can lead.
3. Communicate consistently. Clients and cleaners both need regular contact.
4. Use technology wisely. Automate admin, not relationships.
5. Recruit continuously. A full pipeline means a stable business.
6. Onboard with care. Invest in people from day one.
7. Track your data. Know your numbers and use them to improve.
8. Stay disciplined. Protect your time and your focus.
9. Adapt, do not panic. Challenges are part of growth.
10. Love what you do. Passion and teamwork make all the difference.

James and Kristina’s journey is not just a story about success; it is a blueprint for anyone considering a franchise opportunity. They have shown that with the right mindset, systems, and support, you can build something extraordinary within the Time For You franchise family.

If you are thinking about taking control of your future, working for yourself, and building a business that fits your life, their story proves it is possible. The GOATs did not just create success, they built it step by step with heart, structure, and purpose.

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