Reliability. Relationships. Reinvention. Clarity. In today’s price-pressured world, these are just a few of the qualities that decide who comes out on top. That’s why Tom Potter’s story stands out. From delivering soft drinks for his father’s business and realising that relationships make all the difference, to finding creative ways to fund his first bakery when banks turned him down, he’s proof that determination always finds a way. Tom found the clarity that refused to dilute his goal, said no to glittering distractions and stayed true to his business path.
When it comes to the franchising world, especially commercial cleaning, Tom’s story demonstrates the exact muscles the industry demands. He shows us how resilience builds the kind of trust that outlasts price wars, how reinvention can turn something stale into sustainable growth, and how a brand can become a lived promise measured in everyday details. His lessons on starting from scratch, applying discipline to hustle and leading with culture are directly transferrable to commercial cleaning. Let’s dive in.
Relationships as the Ultimate Differentiator in Commercial Cleaning
Resilience isn’t just a buzzword, it’s a system. Tom’s father taught him that relationships can be engineered with care, consistency and presence. In commercial cleaning, resilience looks like turning up after hours to fix a missed detail before anyone notices, communicating clearly when issues arise, and being proactive about consumables and hygiene standards. Over time, the invisible work of these choices creates very visible loyalty. In a market where competitors undercut on price, underdeliver on quality and don’t reciprocate on communication – the operators who invest in relationships become the safest decision a commercial cleaning client can make.
Determination: Finding a Way When the Door Is Closed
At nineteen, Tom couldn’t get a business loan, but he could get a car loan. He and a friend bought two cars, redirected the funds, and opened a bakery. He worked tirelessly, paid off the debt, and took his goal from idea to reality. Later, after finding himself jobless at twenty‑three, he opened his first Eagle Boys store in Albury in 1987, founding a brand that grew to over 200 stores across Australia and New Zealand. His determination is a powerful lesson for Urban Clean franchisees: whether it’s winning your first contract, managing staff, or scaling operations, persistence and creativity are what set successful operators apart from those who give up.
Clarity: Staying Focused on the Long‑Term Goal
Tom was offered the chance to play AFL professionally. While the glittering opportunity seemed too good to pass up, Tom realised it was a distraction from his true path: business and food. He later admitted it was a blessing it didn’t work out. For Urban Clean franchisees, clarity means staying focused on your goal — building a sustainable commercial cleaning business. Don’t get distracted by short‑term wins or competitors. Focus on delivering consistent quality, stacking contracts, and growing your territory.
Reinvention: Turning Stale into Sustainable Growth
Tom’s story is a powerful lesson in determination. Tom’s story also speaks to reinvention. Something stale and dead can be rebuilt, recreated, and given a second life if you’re willing to face facts and act decisively. He learned when to pivot, when to simplify, and when to double down. Commercial cleaning has its own cycles: tenants change, building managers rotate, economic pressures tighten. Reinvention means auditing your service promise, tightening your standard operating procedures, investing in supervisor coaching, and upgrading communication. When problems surface, you meet them head‑on, show the client a plan, and deliver the fix.
Brand as a Promise Measured in Everyday Details
Tom shows us that a brand, at its core, is a promise measured by the customer’s real-life experience. For a commercial cleaning operator, that promise means delivering top-notch quality the first time, and every time after that. It means paying attention to the little details office staff care about and responding quickly and honestly when issues arise. It’s about knowing your systems inside out and running your business accordingly. Over time, these basics build a reputation that sells your services for you.
Starting from Scratch: Courage and Stewardship in Business
Tom left school at fifteen, finished an apprenticeship in baking, and later opened his first store after finding himself jobless at twenty-three. He didn’t wait for perfect timing; he took responsibility for an imperfect reality. For Urban Clean franchisees, the lesson is clear: start with clients you know you can service impeccably. Win contracts and then stack them to create stable reoccurring income. Protect quality with simple, rigorous checklists. Use Janiflow diligently to create a transparent path of communication between you and your client. Earn trust with thoughtful touches that aren’t showy, just human. These small actions will increase confidence, cash flow and make larger contracts more viable.
Discipline: Turning Hustle into Sustainable Success
Determination without discipline is simply noise. Tom combined hustle with structure. He made difficult decisions, culled what didn’t work and pushed harder on what did. In commercial cleaning, discipline means keeping to the agreed scope, being flexible when clients add requests, billing on regular cycles, training teams to meet standards, and taking responsibility for protecting quality. When discipline works hand in hand with determination, growth becomes steady and sustainable instead of chaotic.
Leadership: Creating Culture That Protects Quality
Tom’s teams were clear on what the brand stood for. In the context of commercial cleaning, leadership means that your people understand the brand promise: clean is not just appearance, it’s health, safety and trust. You teach why touchpoints matter, why cross-contamination isn’t optional and why finishing a job right the first time protects everyone’s time and dignity. You notice effort, correct firmly but gently and celebrate consistent quality. Culture becomes your competitive advantage because it turns workers into stewards of the promise.
Resilience, Determination, and Clarity as the Commercial Cleaning Franchisee’s Compass
If there’s a single thread from Tom Potter’s journey to the world of commercial cleaning, it’s this: success is earned in the mundane. Deliver the gift, even when no one is watching. Find a path when the system says no. Keep your eyes on your real game and let distractions die. Rebuild what’s stale with honesty and action. Do the small things so well that the big things take care of themselves. Urban Clean franchisees who live these principles will not only win contracts; they’ll keep them, grow them, and become the kind of operator customers quietly recommend to others. That’s resilience. That’s determination. That’s clarity. And that’s how you build a business that lasts.
If You’re Tired of Chasing Cleaners — We’re Here
If you’re a business owner who’s had enough of the stress, the follow-ups, and the uncertainty, we’re here to help. Urban Clean delivers reliable, consistent, high-quality cleaning — without the frustration. Let us handle the cleaning and take it off your to-do list — just click here!
And if you’re someone who’s ready to take ownership of your future, we’d love to talk. Whether you’re looking for a flexible income or ready to build a business that scales, our franchise model gives you the tools, training, and support to succeed. Click here to connect with us.
