Pamela Resser of British Swim School: Inside the Strategy to Scale a Million-Dollar Franchise From the Ground Up

Some people were born with the proverbial silver spoon in their mouth. Even then, becoming a millionaire is still quite an accomplishment. But people who start from nothing, and especially women who start from nothing, who make it to the top to become millionaires, despite the pay inequalities based on gender, the confidence gap, with nothing but grit, hustle, resilience, and “stick-to-itness”, are on a whole new level. We want to share those stories and inspire other women. In this interview series, we’re talking to “Self-Made” women leaders who started with nothing (i.e. started without investors or trust fund or capital or even people believing in them) and went on to create a million dollar business.

As a part of our series, I had the pleasure of interviewing Pamela Resser — British Swim School San Francisco.

Despite launching her business only in 2018, Pamela Resser’s remarkable success as a businesswoman has catapulted her to the top of the British Swim School system as the 3rd highest-producing franchisee in the system. Her impressive achievements were recognized in 2021 when she was awarded the Franchisee of the Year title by the International Franchise Association.

As a female leader, Pamela continues to inspire those around her with her grace, skillfully managing the demands of her business while raising her child as a single parent. Operating a successful swim school in one of the most COVID-restricted cities in the United States, she navigated ever-changing protocols, customer safety concerns, and staffing challenges while maintaining the integrity of a survival-first swim program.

In addition to her business accomplishments, Pamela is also an active partner and supporter of Hope Floats Foundation, a nonprofit aimed at providing underprivileged children with swim scholarships, helping them become safe swimmers.

Thank you so much for doing this with us! Before we dig in, our readers would like to get to know you a bit more. Can you tell us a bit about your “backstory” and how you grew up?

Growing up in the Chicago suburbs, I was raised in a traditional family where my father worked and my mother did not. My academic dedication paid off when I was accepted into the esteemed University of Illinois, where I earned my Bachelor’s degree in Business Administration. From there, I pursued a Master’s in Business Administration from Indiana University before working for several large corporations. My career eventually led me to San Francisco, where I worked my way up to Vice President of Marketing at a Fortune 500 company.

After years of success in the corporate world, I decided to take a leap and purchase a British Swim School franchise in 2018. Beginning with just one pool in the Bay Area, I now operate eight and have established myself as the third highest producing franchise in the British Swim School system. My efforts have not gone unnoticed, as I was awarded Franchisee of the Year by the International Franchise Association in 2021.

Amidst my business accomplishments, I am also proud to be a single mother to a remarkable 13-year-old.

Growing up, what were your early experiences and perspectives about money? Or we could say, what was the “money consciousness” in which you were raised? Can you please give an example of what you mean?

I came of age during the 1980s, a decade often characterized by a culture of conspicuous consumption and excess. The dominant mindset of the time was one that placed great emphasis on spending money. Despite being raised in this milieu, I never felt entirely at ease with it. While those around me seemed focused on spending, I found myself more drawn to the idea of saving and investing.

The value of financial independence became clear to me when my parents went through a divorce. As my mother — who had previously been a homemaker — struggled getting back into the workforce, I resolved to become self-sufficient. At the age of 14, I started working at a local hot dog stand and continued to wait tables throughout high school. When I was accepted into a top-ten university, I paid my own way through college by juggling several jobs. Looking back, I feel a deep sense of pride in what I accomplished. Everything I have earned has been the result of hard work and perseverance. To be able to enjoy the fruits of my labor at this stage of my life is incredibly gratifying.

Awesome! Let’s now jump to the primary focus of our interview. Let’s talk about what you are doing now, and how you achieved the success that you currently enjoy. Can you tell our readers about the business you’ve created?

As a former vice president at several major corporations, I had reached a point where I felt unfulfilled. With job uncertainty and a young child to consider, retirement was not an option. Seeking clarity, I attended an executive networking event for professionals in transition, where I met a franchise consultant. Initially reluctant to explore the franchise industry, her passion and vision for entrepreneurship struck a chord with me, and I decided to stay and listen. She spoke of the appeal of being your own boss with the support of a strong operations team, which resonated with my own aspirations.

Working with the franchise consultant, I began to learn more about my own strengths and preferences, such as my talent for business development, marketing, and building things.

Through this process, I discovered British Swim School, a mission-driven organization that aligned with my passions and offered the opportunity to save lives by providing a critical life skill to the community. This new perspective on owning a business was transformative and helped me find fulfillment in my career once again.

What was your vision when you started this business? What’s the WHY behind the work that you do? (Please share a story about this if you can.)

My motivation for opening a British Swim School franchise was multi-faceted. I sought a way to provide financial stability for my family while also pursuing a passion. I wanted to escape the ageism and sexism that are often prevalent in corporate America and find a path to retirement that would offer both security and fulfillment.

Through opening a British Swim School franchise, I have been able to achieve all of these goals and more. This decision has proven to be a wise investment that has surpassed my expectations. The franchise model has provided me with the support and resources needed to successfully operate the business, while also allowing me to make a meaningful impact in my community by providing critical life skills to children. The satisfaction of knowing that I am making a difference and contributing to the greater good has been an unexpected and rewarding aspect of this endeavor.

Can you share the most interesting story that happened to you since you began leading your company?

One of the most rewarding aspects of owning a British Swim School franchise is hearing from families about the positive impact our classes have had on their lives. We frequently receive stories of how our lessons have helped avoid potential tragedies, which is incredibly gratifying.

Recently, we heard from the parents of two-year-old twins who had taken our classes. While on vacation, both children managed to slip away from their parents’ watchful eye for just a few seconds, and wandered towards a nearby hot tub. Fortunately, the children had learned survival skills through our lessons and were able to float on their back and get themselves to the edge of the hot tub, avoiding a potentially tragic outcome.

In addition to helping children, we also offer lessons for adults, and it is always rewarding to see the impact that learning to swim can have on their lives. One of my favorite stories is of a woman who was about to celebrate her 50th wedding anniversary, but was afraid to go on a cruise with her husband because she never learned how to swim. After taking lessons with us, she gained the confidence and skills necessary to conquer her fear and go on the trip. It was a joy to see her overcome her fear and celebrate such a special occasion with her husband.

Can you share a story about the funniest mistake you made when you were first starting? Can you tell us what lesson you learned from that?

When I first started my business, I was conscious of the need to be mindful of expenses and to save money wherever possible. I remember considering ways to cut corners since every penny counts when you’re starting out. One challenge was finding a place to store all of the swim equipment that was required for our lessons. Initially, I thought about purchasing a $400 storage closet, but I decided it was too expensive for my budget at the time.

Instead, I came up with a plan to keep the inventory in the trunk of my car and transport it to and from the pool as needed. While this attempt at frugality seemed like a good idea at first, it quickly became apparent that it was not sustainable. I realized that I needed to shift my focus from merely trying to save money to making money. This required a more strategic and proactive approach to running my business, which included investing in the right resources and tools to help me grow and succeed.

We’d love to explore the traits that help you achieve your success. What were the mindset obstacles that you had to overcome in order to reach the place of earning a million dollars? Can you tell us what you did to overcome them?

I credit my success to my unwavering grit and courage. Despite the fear of failure or the temptation to give up, I always pushed forward, taking one small step at a time. I never aimed to earn a million dollars; my focus was on running a successful business. To achieve that goal, I had to keep taking actions that successful business owners take, even when I was unsure of what to do next. I firmly believe that perseverance and resilience are crucial in any entrepreneurial pursuit, and I am proud to have embodied those qualities throughout my journey.

What were the external obstacles that you had to overcome in reaching these milestones? And how specifically did you overcome them? (Please share a story or example.)

The pandemic presented a significant challenge to my business, but it also proved to be a defining moment in my success. After expanding my business from one to three pools in January 2020, my entire business came to a halt on March 13th due to COVID-19. While this was a challenging time, I refused to give up and did everything I could to keep my business afloat during this uncertain period. I obtained a PPP loan, scheduled Zoom activity sessions, and had virtual scavenger hunts with my employees.

Despite the uncertainty, I maintained a positive outlook and held onto the belief that I would reopen as soon as possible. When we finally reopened, I was scared and unsure about how to proceed since there were no established guidelines. However, I kept moving forward one step at a time, recognizing that there was no one right answer. In the past, I had always sought the “right answer” before making decisions, but I came to realize that there could be multiple “right answers” depending on the perspective. As a business owner, my priority was to keep my employees paid and bring them back to work. As a service industry for children, I wanted to provide a safe and engaging environment. At the same time, I needed to consider my family’s COVID risk factors and make data-driven decisions that aligned with my ethical compass. Through it all, I learned that being adaptable, open-minded, and determined to find a solution was key to overcoming challenges.

Was there ever a point where you wanted to give up on your journey to creating a million dollar business? How did you work through that panic point? Please share a story.

The COVID-19 pandemic was a challenging time for me, both personally and professionally. It felt like everyone was left to fend for themselves, and it was exhausting to keep up.

My British Swim School pools were located in one of the most COVID-restricted cities in the United States, so the safety protocols were constantly changing. I was struggling with an internal conflict between my business brain and my mom brain. On one hand, I was scared to leave the house, and on the other hand, I was trying to reopen my business. I didn’t want to get sick, nor did I want to be responsible for making others sick.

Despite the fear and uncertainty, I decided to trust my gut and save my business. I made it my priority to follow the guidelines from the CDC and other business resources while ensuring customer and staff safety. We reduced class sizes, required face shields for instructors, staggered class times, and set up protocols for safe entry and exit from the pool decks. Even with all these changes, we maintained the integrity of a survival-first swim program.

None of us are able to achieve success without some help along the way. Is there a particular person who you are grateful towards who helped get you to where you are? Can you share a story about that?

Success is not a solo journey. We all need people we can trust to provide honest feedback, both good and bad. Surrounding yourself with such individuals is key to success in business.

Kimberly has been an integral part of my business journey. She started off as my bookkeeper and now serves as my trusted business advisor. Her unwavering support and guidance have been invaluable every step of the way. I rely on her to help me understand the data and navigate the challenges that come with success.

Meeting Kimberly was nothing short of fate. On a business trip to Florida, we happened to sit next to each other on the plane ride back to California. I revealed that I had just purchased a swim school and needed accounting help. As fate would have it, she had experience as a bookkeeper and her family was in the pool industry. By the time we landed in San Francisco, I knew she was the perfect fit for my business and offered her a job on the spot.

What were the most important resources, tools, affirmations, mindset strategies or practices that you used to build your business to where it is today?

To improve as an entrepreneur, it’s crucial to do the internal work necessary for personal and professional growth. Seek out guidance and advice from experts in your field, such as business coaches or therapists, to gain valuable insights and tools. I use several mindfulness tools like journalizing, yoga and meditation to keep my mind clear. By investing in your personal and professional development, you can gain valuable insights and tools to enhance your leadership abilities and problem-solving skills.

Running a successful business requires a strong support system, and building a team of trusted individuals is essential. Whether they are employees or family and friends, surrounding yourself with people who challenge and support you can help keep you grounded and accountable. Their diverse perspectives and expertise can help you make informed decisions, improve communication, and drive innovation.

it’s important to persevere in the face of challenges and setbacks. Don’t let inexperience or fear of failure hold you back from pursuing your goals. With a clear vision and a willingness to take calculated risks, you can overcome obstacles and achieve success. By staying committed to your goals and pushing through difficult times, you can build a thriving business and achieve your dreams.

My success in business is attributed to my strong business acumen, instincts, and communication skills. I am proud to maintain a high moral standard and strong ethics, which allows me to confidently make decisions that align with my values. By staying true to myself and my principles, I am able to focus on opportunities that are in line with my goals and contribute to the success of my business.

What are your “5 Things I Wish Someone Told Me Before I Started” and why?

#1 — Emotional investment: Starting a business is an emotional rollercoaster ride. There will be high points of exhilaration and success, but there will also be lows of disappointment and failure. It’s important to remember that you will take things personally when someone criticizes your business or ideas. Take a step back, analyze the situation objectively, and use criticism as an opportunity to learn and grow.

#2 — Delegate tasks and responsibilities to others as soon as possible. While it may be tempting to do everything yourself, as your business grows, it becomes increasingly important to find a reliable and competent right-hand person to help manage operations. Don’t wait until you’re overwhelmed to begin the search for someone to assist you.

#3 — Invest in yourself and celebrate your successes. It’s easy to get caught up in frugality, but it’s important to reward yourself for your hard work and achievements. This can be as simple as purchasing something that inspires and motivates you, like a beautiful piece of art for your office. I have a piece in my office that inspires me and is a daily visual representation of my goals. By taking care of yourself and recognizing your success, you can continue to push forward with renewed energy and determination.

#4 — Don’t wait for the perfect answer, as it doesn’t exist. Perfectionism can be a hindrance to progress and success. Sometimes you have to make a decision or take action, even if you’re uncertain or unsure. Don’t be afraid to take risks, learn from your mistakes, and make adjustments along the way.

#5 — Remember that mistakes are an inevitable part of business. Almost any mistake can be corrected, and you can learn valuable lessons from them. When you do make a mistake, acknowledge it, learn from it, and move forward. Don’t dwell on it or let it hold you back from reaching your goals.

We are sure that you are not done. What comes next? What’s your next big goal and why? What plan have you put in place to achieve it? Why is it a stretch for you? What will achieving it represent for you and for others?

Although I have already expanded my business to eight pools, I am always looking for opportunities to further grow and develop the business. As I approach the halfway point of my ten-year franchise agreement with British Swim School, I am excited to see what I can achieve in the next five years. Starting a business is an adventure that never truly ends, and I am determined to continue pushing myself and my business to new heights.

While retirement may still be a way off, I am already taking steps to set myself up for the future. I recognize that eventually, I will need to step back from running the franchise myself, and I am actively preparing for that eventuality. Although it can be challenging to entrust someone else with a business that you have built from the ground up, I am confident that I will find the right person to take over operations.

As I transition into a new phase of my life, I am excited to focus more on my own personal growth and development. I have a passion for mentoring and helping others succeed, and I plan to use my experience as an entrepreneur to support the next generation of female leaders in my community. Through leadership talks, mentorship, and other initiatives, I hope to empower and inspire others to pursue their own entrepreneurial dreams.

How can our readers further follow your work online?

They can follow me on LinkedIn, and we’d love to have readers check out our website www.BritishSwimSchool.com.

Thank you so much for taking the time to share with us and our readers. We know that it will make a tremendous difference and impact thousands of lives. We are excited to connect further and we wish you so much joy in your next success.