In this episode, Tom Griffiths sits down with Neil Fagelman, Managing Director of Merco Facilities Management, to explore his journey from operations manager to business owner. Neil shares how, after years of running the business on behalf of the previous director, he acquired Merco in 2022 and stepped into the responsibility of leading a company with over 100 employees.

The conversation delves into the challenges of transitioning from operations to ownership, particularly the financial pressures and the learning curve of managing payroll, profit and loss, and business strategy. Neil reflects openly on the mistakes he made along the way, including exploring side ventures like Airbnb cleaning, and how those experiences helped him refocus on the core business: commercial cleaning contracts.

Neil highlights the importance of recurring contracts over one-off jobs, noting how long-term relationships with clients—particularly schools and commercial property managers—drive stability and sustainable growth. He also discusses his approach to team management, from supporting office staff to implementing systems like Zoho for onboarding and CRM, enabling scalable operations without proportionally increasing fixed costs.

The episode also covers Neil’s strategy for business development. Rather than traditional networking, he has leaned into social media marketing and organic referrals to grow the brand and pipeline, reflecting on the balance between social and business networking.

Looking ahead, Neil shares his growth ambitions, including expanding the team, pursuing tenders through bid writers, and increasing the number of contracts while maintaining healthy margins. His ultimate goal is to build a company that employs over 200 people, delivering value for clients while supporting his own family’s lifestyle.

Listeners will gain insight into the practicalities of running a service-based business, the challenges of scaling operations, and the mindset required to grow a company responsibly and sustainably.

To Contact Neil: https://www.linkedin.com/in/neil-fagleman-a27aab58/