I recently went one-on-one with Andy Bell, CEO of Ace Handyman Services.
Adam: Thanks again for taking the time to share your advice. First things first, I am sure readers would love to learn more about you. How did you get here? What experiences, failures, setbacks, or challenges have been most instrumental to your growth?
Andy: I started this company back in 1998 in my basement. I wasn’t a handyman myself; after my corporate career, I was and am ‘Swamp Boy,’ fixing and repairing swamp coolers. I’d show up on time, do the job, and quickly realized that professionalism was rare and appreciated by homeowners. Around that time, my wife was close to having our first child, and we decided to call 200 contractors and 200 homeowners to get their opinion on how they were finding and doing repairs around the house. We learned and experienced ourselves that finding reliable help was harder than expected. That experience made us realize there was a huge gap in the small repair and maintenance industry for something more unique: a home repair business built with professionalism and respect for the client. Hospitality meets construction services, and the handyman lane needed a leader.
The business was called Handyman Matters, and what started as a simple idea turned into something I could never have imagined.
In 2000, we entered and won $50,000 worth of legal services through a contest. We pitched our high-tech and pragmatic handyman services. We used that funding to build our franchise disclosure document (FDD now, UFOC then) and formed our companies. That early lift placed us into the franchising world. We didn’t come from a background in franchising, so it was a learning curve. We made mistakes, learned fast, and grew a lot.
One of the biggest turning points for us was the 2008 housing crisis. Business slowed, both in franchising and construction, and like many others, we had to make many tough decisions. What that season taught us was simplicity scales. When faced with challenges, it is essential to focus on fundamental principles: schedule appointments by phone, arrive punctually, allow craftsmen to define the scope of work, deliver high-quality results, and strive to earn 5-star reviews. Simplicity and trust form the foundation of our long-term success. The Handyman Lane was born.
In 2019, Ace Hardware Corporation acquired Handyman Matters, which was rebranded to what is known today as Ace Handyman Services. That transition was big for us, not just in terms of brand power, but in aligning with a company that values people the way we do. We didn’t lose our culture; we strengthened it. Five years into this acquisition, and our mission hasn’t changed. We’re still focused on delivering helpful service with dignity and respect, and redefining what homeowners should expect from the home improvement industry.
Most recently, we have modernized our entire franchise system. We recently overhauled our website, POS, and data management systems across nearly 400 franchises. It’s been a massive undertaking, but also a pivotal part of our growth. Every tough decision and system upgrade has taught me something, and reminded me that growth often comes from leaning into discomfort, complexity, and change management is an art.
Adam: In your experience, what are the key steps to growing and scaling your business?
Andy: It’s incredibly important to establish clear objectives. You need to know where you’re going and how you’re going to get there. This means having a ten-year vision, a five-year plan, a one-year focus, weekly accountability, and daily execution. That framework keeps the whole team aligned and focused.
Growth isn’t just about hitting numbers; it’s about consistency, communication, and culture. You must bring the whole team along. I believe in the power of collective effort: Together Everyone Achieves More (TEAM). That’s not just a phrase. If your team isn’t rowing in the same direction, it doesn’t matter how good your strategy is.
We also focus on setting clear expectations at every level, from leadership to the local craftsman. Regular daily focus is important; growth results from consistent habits. When everyone knows what success looks like and how their individual work contributes to the big picture, that’s when you start seeing real, scalable growth.
Adam: What do you believe are the defining qualities of an effective leader?
Andy: A commitment to excellence in work, life, and relationships, along with being a great teammate, is essential.
Emotional intelligence is incredibly important. You need to be able to understand people, not just manage them. Great leaders understand what motivates their team, what holds them back, and how to create an environment where people can thrive. Commitment to excellence in work, life, and relationships is essential.
I lead by collaboration; people work with me, not for me. I also think humility matters. Never try to be the smartest person in the room. I hire people who are smarter than I in their areas and give them the freedom and support to do their jobs well.
And finally, consistency. Leadership isn’t just about inspiring people when things are going well. It’s about showing up every day, being dependable, and staying grounded when things get tough. If your team doesn’t trust your consistency, they won’t follow your vision. Culture is won and lost in the next second.
Adam: How can leaders and aspiring leaders take their leadership skills to the next level?
Andy: Stay curious. The moment you stop learning, you stop growing. Whether it’s through books, podcasts, conversations, or just listening to your team…keep learning, both formally and informally.
Be approachable. If your team doesn’t feel safe telling you the truth, you’re only getting a filtered version of the full picture. I try to create a culture where feedback is not just accepted but encouraged, heard, and rewarded. Your team will often point you to the next right move.
Also, invest in the development of yourself and others. The growth of your team will always be simultaneous with your level of leadership.
Adam: What are your three best tips applicable to entrepreneurs, executives, and civic leaders?
Andy: First, grit. There are days when nothing goes your way and when the obstacles feel endless. We’ve all been through those days. You’ve got to remember, “This Too Shall Pass.” Stay steady. Keep showing up.
Second, track and celebrate wins. In business, we keep score with money. Whether it’s revenue, growth, customer satisfaction, or employee retention, don’t be afraid to measure and celebrate success. It helps drive momentum and morale. Don’t apologize for striving or succeeding or making money.
And third, once you reach a level of success, give back. A business should exist for more than just profit. Reinvest in your team and your communities. I believe if you’re doing well, it’s a business’s duty to reinvest in the communities that help them get there.
Adam: What is your best advice on building, leading, and managing teams?
Andy: Everyone deserves to be part of a culture that makes them proud and productive. People work to the best of their abilities in an environment of trust and mutual respect. And everyone deserves that, co-workers, customers, vendors, and all the people with whom we have contact.
Engage those closest to the work in strategic planning. They have valuable insight. When they’re part of the process, they take ownership of the outcome.
Foster a culture that’s centered on one clear, and wildly important goal and make sure everyone understands and owns it. You don’t need a dozen priorities. You need one direction that aligns everyone, from leadership to the field. Talk about that goal daily. Live it. Reinforce it, track it weekly for accountability until it becomes part of the whirlwind of other duties.
I’ve seen what happens when teams are aligned and focused; it’s powerful. Clarity and unity always outperform complexity and confusion.
Adam: What are your best tips on the topics of sales, marketing, and branding?
Andy: Sales is about consistency and character to achieve long-term results. Marketing should focus on staying consistent while constantly tracking return on investment (ROI). Don’t throw things at the wall and hope something sticks. When something works, double down.
Branding is about how you show up online, in person, on the phone, in print, in person, well everywhere. I often use the analogy: Are you showing up in the market as a beater or a Bentley? Your brand is what people feel when they interact with you and your TEAM. Make sure it reflects quality, professionalism, consistency, authenticity, and high character. If your internal team believes in what you’re doing, the values are aligned, and your actions represent excellence, then they will project an energy that is felt externally.
Adam: What is the single best piece of advice you have ever received?
Andy: “Work hard and things will turn out exactly as they should—worrying won’t change it.” Worry is not productive; it doesn’t move the needle. Focus on what you can control. Your work ethic, your values, how you treat people, and the rest will take care of itself. That mindset has helped me stay calm and focused on the highs and lows of running a business.
Adam: Is there anything else you would like to share?
Andy: Treating people with dignity and respect is not optional; it’s essential. That includes your team, your customers, your suppliers, and even your competitors. We must set a positive example for the next generation.
The world doesn’t need more noise or ego. It needs more leaders who listen, care, and take responsibility for the people they work with and the communities they’re part of. I hope we can all be the kind of leaders who make others believe in themselves and feel proud of watching them go to heights they never thought possible.
