Interested in starting your own entrepreneurial journey in general services but unsure what to expect? Then read up on our interview with John Kitts, Owner, and President of Denver Concierge, located in Denver, CO, USA.

What's your business, and who are your customers?

We operate a residential cleaning company, serving clients across the Front Range of Denver and the surrounding area.

Tell us about yourself

I spent nearly 20 years as a corporate executive. By the time I was 35, I was running a $1B division of Tenneco and was then President of Sunrise Medical in Longmont, CO. Over time, I grew increasingly disenchanted with corporate life and really wanted to try something on my own. So, in 2006 I purchased Denver Concierge from the founders, and we haven't looked back.

I have never had a problem with motivation, but in this case, it's making sure our clients are getting the best possible service and that our associates are happy and well taken care of. I feel a strong obligation to our people and their families, as well as each of our clients.

Being a good employer and doing things the right way are my main drivers each day. My belief is that if you take care of the details and do things right and fairly, whatever your company does, it will prosper, and the results will follow.

What's your biggest accomplishment as a business owner?

Survival. Going on year 17 of ownership (the company has been operating for nearly 25), we have had our challenges. We are a high-end cleaning company in Denver, and our clients pay more for our services than they would with other places.

I am proud that we have endured all the ups and downs that kill some businesses. Whether COVID-19, labor issues, or just general mismanagement, I am very proud that we are still here, doing our best for clients.

What's one of the hardest things that comes with being a business owner?

The pressure of it being your own money. Every corporate employee likes to think they are good at budgeting and management of whichever piece of the pie they control. Once you start playing with your own money instead of the "house," things change dramatically. The pressure to succeed is no longer about keeping your job; it is about making sure you don't squander your life savings or go bankrupt. High-stakes poker, and it isn't for everyone.

You have to be on top of your game to ensure that all the details are taken care of every day. There aren't really any vacations and no one to delegate the really tough stuff too. Bring resilience and a good attitude, and don't be surprised by anything. If it can happen, it will.

What are the top tips you'd give to anyone looking to start, run and grow a business today?

  1. Do your research. Many businesses fail because the owner didn't do the research required. This goes far beyond looking at a P & L. Some industries are doomed to fail due to obsolescence. When I decided to buy Denver Concierge, one of the main drivers was that there didn't seem to be a "silver bullet" that would replace humans cleaning homes. Look long term.
  2. Understand financials. Cash flow, balance sheets, etc. More importantly, understand what drives those financials (see point 3). A cursory knowledge of your financial position and how it changes from month to month is not enough. Dig deep; the best small business owners wear a number of hats, and one of the main ones is CFO. If you don't know what you are doing, it can get away from you very quickly.
  3. Measure everything. Drucker said, "what gets measured gets done." Figure out the 6-8 things that your company needs to do well to succeed. Then put measurement systems in place to ensure it is happening. How? Tie the compensation of your people to those metrics whenever possible. Be rigorous and disciplined in the process; you will be amazed at the results.
  4. Bonus tip. Surround yourself with smart people, better than you if possible. All the plans in the world won't work if you have a staff of dullards. Find the best and pay them well, you will thank me later.

Where can people find you and your business?

Website: https://www.denverconcierge.com/
Facebook: https://www.facebook.com/bestmaidsdenver
Twitter: https://twitter.com/denverconcierge
LinkedIn: https://www.linkedin.com/company/denver-concierge/

If you like what you've read here and have your own story as a solo or small business entrepreneur that you'd like to share, then please answer these interview questions. We'd love to feature your journey on these pages.

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