Jim Penman transformed a lawn mowing side business into an empire of 5,500 franchisees across three countries by obsessing over service quality and putting franchisees first. His journey from history PhD student to founder of one of the world's largest franchise networks demonstrates how character, consistent improvement, and unwavering standards create sustainable growth.
• Started with just $24 and a secondhand mower in 1982
• Built business by constantly asking "how can I improve?" in every aspect of service
• Uses a flat fee franchise model instead of percentage-based fees
• Personally reads every customer complaint to maintain quality standards
• Implemented strict customer service protocols that apply to everyone, even family
• Structures the business so franchisees have significant rights, including veto power over company sale
• Never takes outside investment, focusing on organic, sustainable growth
• Prioritizes franchisee welfare above all else, including brand protection
• Directs the majority of his income to a research foundation rather than personal wealth
• Maintains that 95% of business success comes from customer service, not technical skills
My two goals are simple but impossible: every franchisee who comes into Jim's will be successful and happy, and no customer will ever have a bad experience. I'll never reach these goals, but I'll never stop trying.
🎙️ Profit & Grit by Tyler Martin
Real stories. Real strategy. Real results for service-based business owners.

🔗 Website: ProfitAndGrit.com
📍 LinkedIn: linkedin.com/in/thinktyler
📸 Instagram & TikTok: @profitandgrit
Tyler Martin, a fractional CFO for home services and the trades
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