Do you run a family business, and wonder how to equip it with the agility to withstand change? Transition is inevitable, but making sure your business thrives through it takes savvy, agility, and a deep commitment to both people and process.
Jackie Carpenter, owner of Ideal – a San Francisco-based restoration company that’s been in business for over 50 years – knows this firsthand.
Her family business has evolved from a small carpet cleaning service into a flourishing, multi-million-dollar commercial restoration firm. But the journey wasn’t without setbacks and challenges along the way.
From redefining what growth looks like to understanding how to draw out the best in your staff, this blog shares the real story behind Jackie’s rise… From rocky beginnings and a collapsing company to a respected brand trusted by industry giants like Google and Apple.
What you can expect to learn from this article:
- Leadership must be earned, not inherited.
- Culture is built, not handed down.
- Growth requires you to let go of parts of your business that don’t serve you.
Earning Respect and Credibility
At just 23 years old, stepping in as the “boss’s daughter,” Jackie wasn’t fully seen – or respected – as a leader. She took over her parents’ company after they had retired and found it to have no real culture, no clear direction, and no real team oversight. Some employees were doing side jobs off the books. Others were running personal errands on company time.
Learning to make difficult decisions
Her first termination was gut-wrenching… An employee with a family. While it was one of the hardest things she’s ever done, she knew that she couldn’t move the company forward without accountability.
Improving expertise
Without deep knowledge of field operations, Jackie couldn’t train, manage, or grow the team effectively. So, she got her hands dirty – literally. She crawled under houses and cleaned sewage. She also developed herself in terms of academics, and earned every credential she could. Eventually she became one of the most certified women in her field.
Rebuilding culture
Credibility also establishes a healthy culture and this is what keeps teams growing stronger. In Jackie’s case, she believes it to be one of the invisible ingredients to both operational success and an external reflection of family values.
Scaling Smart
When you get internal building blocks right – people, processes and trust – you can start to think of scaling.
Jackie’s approach was methodical. She moved through every role in the company herself, from dispatch and fieldwork to sales. With each step, she learned how to build the systems needed to sustain it.
At its peak, the company reached $12 million in revenue. But Jackie realized that growth, at all costs, wasn’t the goal. After refining the client base and focusing on high-value commercial projects, the business settled closer to $10 million – with healthier margins and a more manageable pace.
Her biggest strategic move? Hiring a strong president to run the business day to day – a decision shaped by watching her own parents struggle to step away from operations.
Today, Jackie works just four hours a week. While it took years of trial, error, and letting go; her freedom and a well-functioning business is the reward.
Jackie’s Lessons for the Next Generation of Family Business Leaders
Jackie didn’t follow a playbook. She built a legacy by learning, adapting. Here’s what she wants other leaders to know:
1. Don’t wait for permission.
Jackie was never asked to take over the business—she claimed the opportunity and worked to earn her place. If you’re waiting for someone to hand it to you, you might miss your moment.
2. Be willing to learn from the bottom up.
Respect is earned by showing you’re willing to do the hard stuff. Jackie’s growth came from understanding every layer of the business, not just the top.
3. Your parents’ way isn’t the only way.
Her father led with grit and gut instinct. Jackie had to bring in systems and develop a culture that worked for her generation. Honor the past, but build what works now.
4. Let go to grow.
Whether it’s clients, outdated processes, or even your own control; growth often comes with release. Jackie’s biggest gains came when she empowered others to lead.
5. Partner with the right experts.
Letting go isn’t a weakness – it’s a strategy. Jackie learned that relying on the right people and advisors can save time, money, and mental energy. You can’t do it all alone – and you shouldn’t.
At Fusion CPA, we work closely with family business leaders like Jackie to help them:
Build strong financial and operational foundations.
Prepare for succession through governance and leadership planning.
Scale sustainably with clear KPIs, tax strategies, and financial advisory insight.
Create systems that support growth and preserve balance.
Whether you’re stepping into a legacy business or future-proofing one you’ve built yourself, we’re here to walk the journey with you. Contact us.
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