How to Scale a Home Service Business: Franchising, SOPs, AI & Customer Retention with Evan Ritchey

What does it really take to scale a home service business from a local operation into a multi-million-dollar franchise brand? On this episode of Built to Grow, Ryan Naylor sits down with Evan Ritchey, founder of Coconut Cleaning, to break down the decisions, systems, and strategies that helped grow the business to approximately $50 million in annual revenue. Evan shares the pivotal decision to franchise Coconut Cleaning, why SOPs and documented best practices are essential for scaling, and how focusing on the right business metrics can completely change the way you operate. They also dive into: How to know when it's time to franchise your business Why revenue isn't always the most important number to watch Customer acquisition cost (CAC) and lifetime customer value (LTV) Finding and fixing the "leaky buckets" that cause customer churn How strategic customer touchpoints can increase retention and lifetime value Marketing strategies for entering competitive markets Why sweat equity and relationship building still matter in business growth How to identify your ideal customer and franchisee Using AI to connect marketing, CRM, and operational data Why investing in your people is worth the risk The leadership lessons Evan learned while building Coconut Cleaning Whether you're a home service business owner, entrepreneur, franchise owner, or small business leader, this conversation is packed with practical lessons on building systems, improving profitability, acquiring and retaining customers, and scaling a business sustainably. Listen to Built to Grow with Ryan Naylor for an inside look at what it takes to go from hustling for revenue to building a business that can grow at scale. Follow Evan Ritchey on IG: @evan.p.ritchey Follow Ryan on IG:   / ryan.nylr   Follow our Podcast on IG:   / built.to.grow.podcast   Learn more about AvaHR and get a free trial of our Hiring Tool for your business: www.avahr.com