In a recent conversation with Rocky and Kameron Hensley, founders of 1-Tom-Plumber, we dug into what it takes to build a thriving family business in the restoration industry. The Hensleys shared how they’ve balanced their roles, managed the challenges of working together as father and son, and created a system that drives their franchise business forward. Their insights offer a real-world look at what works—and what doesn’t—when family and business mix.
One of the biggest challenges in family businesses is overlapping responsibilities. Establishing clear roles early on prevents misunderstandings and keeps the focus on individual strengths. Decide who will handle specific areas, such as sales, operations, or compliance, and ensure everyone understands their role.
Having boundaries, often referred to as “swim lanes,” ensures that each person leads in their area of expertise without interference. This structure minimizes conflicts and promotes accountability. If disagreements arise, they should be addressed privately, with both parties agreeing to support the final decision publicly.
Talking regularly is key to sorting out problems and staying on the same page. Set up times to meet, away from the usual work setting, to go over plans, tackle issues, and make sure everyone knows what’s expected. These meetings should focus on solving problems and figuring out next steps, not nitpicking or airing personal grievances.
In my own experience running a family business, I often take long walks with my dad to talk things through. These walks help us lay everything out on the table, go over the details, and make the big decisions together. It’s a simple way to stay connected and handle challenges directly.
Keeping hard conversations private can also prevent misunderstandings among the rest of the team. Once decisions are made, share them clearly so everyone knows what’s happening.
Mistakes are inevitable in any business, and how they’re handled can make or break relationships in a family setting. Instead of assigning blame, focus on identifying what went wrong and how it can be fixed. This approach fosters a culture of learning and improvement.
Avoid falling into a pattern of saying, “I told you so.” Constructive conversations about failures or missteps build trust and keep the focus on the future rather than the past.
The dynamics of a father-son business can be challenging, but the Hensleys have found a balance. Kameron has stepped into a leadership role while Rocky has learned to take a step back and trust his son’s decisions. This balance didn’t happen overnight; it took time and effort to establish mutual respect and boundaries.
Both Rocky and Kameron bring unique strengths to the table. Rocky’s focus on sales and growth complements Kameron’s attention to compliance and operations. By respecting each other’s contributions, they’ve built a dynamic that works for both of them and the business.
Building a successful family business requires hard work, and the Hensleys are no strangers to long hours. Rocky still works 60-hour weeks, while Kameron often puts in 70 to 80 hours. Their dedication has been a major factor in their success.
However, they also recognize the importance of finding balance. Rocky encourages Kameron to take breaks and focus on personal activities, but Kameron’s passion for the business often keeps him working. This balance between drive and rest is something they continue to work on.
Growth in family businesses doesn’t always come from big, dramatic changes. Often, it’s about small, consistent improvements to existing processes. Regularly review systems and workflows to identify areas for refinement. This steady approach ensures that the business can scale effectively without overburdening the team.
Seeking outside advice, such as working with mentors or consultants, can also provide fresh perspectives and highlight blind spots. Family businesses can benefit from external insights to improve efficiency and solve complex challenges.
In any business, but especially in family operations, disagreements should stay behind closed doors. Presenting a united front to employees, partners, and customers builds confidence in the business’s leadership. While it’s normal to have differing opinions, ensuring that those differences don’t spill into the workplace creates a more stable and professional environment.
The Hensleys’ experience offers practical lessons for anyone running a family business:
Building a successful family business in the restoration industry requires a thoughtful balance of structure, communication, and mutual respect. By defining roles, prioritizing open discussions, and focusing on long-term growth, family businesses can navigate challenges and create a thriving operation. Whether you’re just starting out or refining an established business, these strategies can help ensure that family and business work together to achieve success.
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12 Proven Strategies to Boost Profit Margins as a Restoration Business