The United Franchise Group consists of a number of award-winning brands in its Starpoint Brands family – from #1 in Category by Entrepreneur Magazine, to multiple brands in the Franchise 500, to Top 10 Fastest Growing Franchises, and many, many more! From business-to-business brands to consultative brands to retail and food brands, United Franchise Group has been consistently recognized as a global leader for entrepreneurs. In addition to franchise opportunities, United Franchise Group’s Franchise Service brands combine over 3 decades of experience in franchising to help fellow franchisors grow their brands and achieve success even faster by using the strategies proven to work by UFG.
Can you start by introducing yourself and sharing, in your own words, your inspiring story?
My name is Jennifer Hamilton, and I am an Executive Assistant to Ray Titus, founder and CEO of United Franchise Group (UFG), and Austin Titus, Sales Director for Accurate Franchising Inc., a franchise brand at UFG. I have been with UFG for 20 years, supporting Ray Titus for 14 of those years.
In 2005, I was looking for a new career and was unsure of the path that I wanted to take. I had two friends who were working at UFG who told me about an opening as a Project Manager in Signarama’s National Accounts department. For context, Signarama is a franchise brand in the UFG family of brands. At the time, I did not know anything about franchising, signs, or project management, but I applied for the job. After completing my initial interview, I quickly realized this was where I wanted to be and was fortunate enough to be offered the job with no experience.
We’d love to learn more about how you got to where you are today.
As a Project Manager with Signarama, my job was to work with our national account clients and their closest Signarama location to manage sign job projects through completion. I created trusted relationships with our franchise owners that I still have to this day. While I was in this role, I became pregnant with my first child, and while on maternity leave, a position became available for an Administrative Assistant to our Director of Support, so I applied, interviewed, and was offered the job. In that role, I not only supported the director but also was the boots-on-the-ground in the home office for our field support team located throughout the country, and supported our franchisees. If they needed anything from the home office, they could call me, and I would physically walk to that department to get their answers. This is where I really learned to love supporting people. I was a problem solver. Not only did I support our field staff team domestically, but also our field team internationally.
I later moved positions at the company and became the Executive Assistant for the International Director, who was responsible for selling Master Licenses. Moving from being a support person on the operations side to a support person on the sales side was a whole new world. In supporting our International Director, I was able to work with new prospects all over the world who were looking to purchase the rights to franchise one of our brands in their country. I built long-lasting relationships and learned about new cultures and the challenges and obstacles of running our businesses in these countries. I had the opportunity to travel to Paris to assist with our Euro Expo as well as Australia to assist with our Australasian Expo, and train a new Administrative Assistant in our Sydney office. Up until this point, this was probably my favorite role with the company.
I then became pregnant with my second child, and my plan was to come back from maternity leave and support the Presidents of Signarama and Fully Promoted, another UFG franchise brand, as their Executive Assistant was going on maternity leave. However, about two weeks before I was scheduled to return, I was contacted by someone in human resources who said our CEO, Ray Titus, was looking for a new assistant and would like me to come back as his Executive Assistant. I didn’t believe her at first. I had a four-year-old and a newborn at home and a husband who traveled all the time. How would I ever be able to support the CEO of this growing company? Ray Titus was aware of all of this and wanted to give it a try.
I was very excited and nervous to be back at work. While I love my children deeply, I realized very quickly I was not made to be a stay-at-home mom; I needed a career. I arrived at work at 7:30 am that Monday, and Ray Titus met me at the door, and we walked in together. I told him that I was hesitant to work with him because of my family commitments, and he said to me, “Your family comes first! Just communicate with me, and we will be fine.” I knew at that point I was right where I needed to be. It has been 14 years working directly for Ray, and what he said to me on that first day back as his assistant still stands true.
What is a typical day like for you?
No day is ever the same, and that’s what makes this role so great! Some days I am here early, and some days I am here late. We live by the calendar, but as we all know, that can change very quickly. I manage my email, as well as Ray’s. We have a list of goals that we work towards each day. There are challenges that come up throughout the day, and we manage them together.
What are the three most important habits to be a successful Executive Assistant?
- Communication Styles: One of the most important things you need to establish is your executive’s communication style and figure out what works best for you both.
- Adaptability: You need to be able to adapt to any situation, remain professional, and maintain your composure.
- Dependability and Loyalty: This will come with time, but if an executive knows that they have an assistant they can depend on and trust, the rest will fall into place.
If you had one piece of advice for someone just starting out, what would it be?
Don’t be afraid to fail, but fail forward. You’re going to make mistakes, and when you do, give yourself some grace. Learn from those mistakes, and they will make you better at what you do.
Yes, the Titus family established the Titus Center for Franchising at Palm Beach Atlantic University in West Palm Beach, FL. The company also participates in a Back-to-School Bash hosted by the Education Foundation of Palm Beach County. Our employees bring in school supplies and other products that students need to start school successfully. We also work with Place of Hope during the holiday season. We set up an angel tree at the office where employees can select a child and fulfill their wish list for the holidays.
How do you prioritize self-care and well-being while managing the demands of your workload?
As an executive assistant, you live by the calendar; it is important that you have one calendar that includes blocks for business and your personal life. Be intentional about scheduling time for yourself, so you can show up as the best version of yourself. That’s what you, your family, and your executive deserve.
What would you consider your biggest accomplishment and why?
This is easy…14 years as the executive assistant to the CEO, Ray Titus. Some days are much harder than others, but to say that I have been able to be of support to a CEO for 14 years is a huge accomplishment for me.
Looking back, what have been some of the unique challenges and obstacles you’ve had to navigate?
➢ Direct In-the-Line-of-Fire Contact with “The Boss”
An executive assistant at UFG will always interact directly and daily with his/her boss. The executive assistant will bask in the glory of the executive’s success and be there to support them during times of frustrations and disappointments. This unique relationship means that you are given an inside view of top-level leadership. While it is interesting and inspiring, it can also be intimidating and intense. A lot of energy will be directed at you. Executives depend on their assistants to collect information on matters that fire at them from all directions. They expect their assistants to dedicate as much time and energy as they put into their job.
➢ Separation from Co-Workers
As an executive assistant, you are often viewed as a member of the executive team (even though you aren’t). However, because you are privy to confidential information, co-workers will have a tough time considering you one of “their own”. Remember that anything you do or say will be considered a reflection of the executive you assist. Therefore, it is imperative that you do not participate in gossip or rumor spreading. Your words will carry a heavier weight than those of others. For example, if you speculate on the possibility of a merger, others will consider it fact since you supposedly have the “inside scoop” (whether or not that is actually true). The natural separation that occurs between an executive assistant and his/her coworkers is simply a reality of the job. It’s not personal, but it is a unique challenge. Keep it professional.
➢ Indistinct Authority Levels
As an executive assistant, you must always act on behalf of the executive. Often, you need to communicate decisions for him/her. This can be difficult because, as the executive assistant, you are only the messenger; you are not the decision maker. Your authority levels can become blurred because you are the one actively sharing certain information with others. You may be tempted to give additional input or make changes that you believe are right, even if they haven’t been explicitly outlined by the executive. Likewise, others may be tempted to come to you with questions or concerns that should really be directed to the executive. It is critical that you remember your place and remind others as well. The boundaries in this type of work are not always clearly defined, so it is up to you to keep them distinct.
➢ The “Mind Reader” Expectation
Executive assistants are often held to an impossible standard: the expectation that they will be so “connected” that they will preempt the needs of the executive they assist, effectively acting as a “mind reader”. It is true that executive assistants often become incredibly capable of predicting the daily flow of work. Due to the intense one-on-one relationship, they are often able to anticipate the moves of the executive they assist. Many executive assistants suddenly realize (after working with the same executive for a while) that they seem to have silent communication between them. They can read each other’s mannerisms, tones of voice, facial expressions, etc. As a result, the executive may become complacent, thinking that such unspoken communication takes the place of honest verbal expression. He/she will begin viewing the assistant as a mind reader, who needs no direction or coaching. This can be problematic for a variety of reasons.
➢ The Role of Intermediary (Acting as an “Alter Ego”)
One of the executive assistant’s most difficult roles is that of intermediary, meaning “one who is in the middle”. As an executive assistant, you are constantly being used as a telephone – taking messages, relaying information, etc. You will be treated as a “gatekeeper”, keeping outsiders from monopolizing on the executive’s limited availability. You may find yourself feeling like a baton being passed back and forth in a race.
As an executive assistant, you are the one responsible for what information gets to the executive. Also, you are often in charge of passing the executive’s words on to others. Though it may seem like a simple thing, it is much more efficient for the executive to have you relay information to the necessary parties rather than spend his limited time on such things. While this isn’t always the case, it is widespread practice that the executive assistant becomes an “alter ego” for the executive, verbalizing his or her thoughts and instructions to others, even taking their place in meetings.
Can you share some of the most important lessons you’ve learned from your successes and failures in business?
- Clearly Define Your Position: The executive assistant position often becomes an amalgam (mishmash) of miscellaneous administrative duties. This can make it difficult to prioritize the various tasks expected of you. It can also make it hard, if not impossible, to maintain an appropriate focus throughout the day.
To avoid confusion, work with your boss to establish a clear and concise description of your roles and responsibilities. Remove all ambiguity and create distinct, achievable goals to help you track when you are succeeding and when improvement is needed. These should be objective standards that can be easily measured.
What initiatives or actions do you believe are crucial for fostering a more supportive and inclusive business environment for women?
The structure you are building is your own success. To do this, you will need an organized plan.
- Define your position.
- Develop a routine. Organization is a key skill for performing the duties of an executive assistant.
- Create a network. We have a team of executive assistants that meet regularly to support each other in being successful.
- Prioritize your tasks and goals. Appropriately setting priorities is a difficult but essential task.
- Establish professional standards.
What advice would you give to a new Executive Assistant? OR your younger self?
Know your worth
In any job, it’s important to have a strong sense of self-worth. Knowing your value helps build confidence and gain respect in the workplace. To establish a strong sense of self-worth, focus on building high levels of confidence and poise. Projecting a cool image is key. Learn to remain calm under pressure and always show strength, even when in doubt. Remember that appearances speak volumes. Present yourself with confidence, and you will automatically feel stronger. Remind yourself that you are a valuable asset and any company you work for is lucky to have you.
Always keep learning
Nothing builds your professional desirability more than expanding your skillset. By continuing to grow and learn, you will only improve your career prospects. Keeping your SMART goals in mind, consider what skills would be helpful to you. Review the nine core competencies and see which you feel are your weakest. Find ways to improve your abilities through learning. If you can’t enroll in a class, there are plenty of inexpensive ways to learn using self-education tools like books and online technology.
Feel comfortable in your voice – this took some time for me to learn.
Get comfortable speaking with professionals and voicing your opinions and ideas. Your thoughts are valuable, and you need to be capable of sharing them with people who may be intimidating or difficult to approach.
Practice your conversational skills and learn to speak in public. Do whatever you can to become relaxed and at ease when communicating in a professional environment. Your ability to accurately and eloquently present your thoughts and opinions will significantly impact your career. This will be necessary in every phase of the professional cycle: from the interview to evaluations, from brainstorming sessions to presenting your ideas, from negotiating salary to asking for a promotion.
If your communication skills could use a little work, consider taking some courses. If you have an important conversation coming up, don’t go into it without a plan. If you have something important to say, think about it, write it down, and practice it. Communication is a natural gift for some but a learned skill for others. Don’t take it lightly.
What are the three most important habits to be a successful Executive Assistant?
Success isn’t something that simply happens overnight. It’s a process that takes considerable effort and organization. Think of success as a house that you oversee building. You can approach the project in any way you want, but it is your responsibility.
Perhaps you are slow to get started and then rushed to get finished. You don’t create an overall plan for the structure before you start building, and so the process is confusing and messy. It runs over budget, you use every scrap of resources available, and it leaves you exhausted. When you’re done, it ends up being a dumpy, poorly made structure that will likely crumble to pieces in the first windstorm.
On the other hand, consider what it would be like to oversee something as big as building your own home. Perhaps you will find it exhilarating and thought-provoking. Maybe it inspires and motivates you. The process is organized, fast-paced (but not hurried), and in the end, the structure you create is sturdy and beautiful.
Just like a house, success that is built overnight typically will not last. Conversely, success that is built with a clear vision, an organized plan, and a lot of careful attention will be permanent, and the process will be enjoyable.
Remember that the creation of your success is a large project of which you alone are in charge. To build the vision you have for yourself, you must do the work. Start at the beginning, with the foundation. Then, build a solid structure using an organized plan. And when you’ve finished your project, don’t forget to do the long-term care and maintenance needed to ensure your success is permanent.
Which female leader do you admire, and why?
I really have two. They are both amazing entrepreneurs
- Maggie Harlow, franchise owner of Signarama Downtown Louisville. I worked on a large project with Maggie when I was a project manager for Signarama’s National Accounts. I witnessed her run her own business and grow it into what it is today. Maggie is a leader in her business, in our Signarama network, in her industry, and in her community. I have been honored to be able to get to know her and work with her for 20 years.
- Jessica Fialkovich, founder and President of Exit Factor, another UFG franchise brand, and who I have got to know more recently over the last few years. Jessica is not only a leader in her industry and in our network, but also does an amazing job at motivating and helping others.
It has been an honor to be able to support and work with both amazing women!
Do you have a favorite quote or motto that inspires you?
“Behind every Great Leader is a trusted Executive Assistant.”
I was recently asked, “You have worked for a franchise company for 20 years, why haven’t you bought a franchise?” I truly believe that I was meant to do exactly what I am doing right now. I love supporting and helping people. Being an Executive Assistant is not for everyone; it takes a special person to do this job well. What I get joy out of is watching others that I help and support become successful. Whether it’s our executive team, our executive assistants, or most importantly, our franchise owners.
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All of these and more are part of our interview series spotlighting successful women in business.
Melissa Stewart is the founder of SheOwnsIt.com. She is a Purveyor of Possibility, Entrepreneur Advocate and Coffee Addict. She believes that behind every successful woman is her story. What’s your story?