After years of working in operations and events, Nicola Hutchings reached a point where she knew something needed to change. While she had built a successful career managing complex projects and leading teams, she wanted more control over her time and a future that worked better for her family.
Now running Kitchen Makeovers Bournemouth, Nicola has already surpassed her previous employed income within months of launching the business. More importantly, she has created the flexibility to support her younger son, who lives with chronic fatigue syndrome, while building a business around family life.
A career built on organisation and leadership
Before joining Kitchen Makeovers, Nicola spent the majority of her career in event management, organising conferences and exhibitions for a range of organisations. During the pandemic, she transitioned into the commercial kitchen sector, joining a local business supplying and maintaining kitchens for schools, care homes, hotels and hospitality venues.
Over five years, Nicola progressed into the role of operations director, managing engineers and supporting the delivery of commercial kitchen projects across a wide range of sectors.
“I’d always worked in very operational roles where you’re constantly organising people, solving problems and making sure everything runs smoothly,” Nicola explained. “I enjoyed it, but I got to a point where I knew I needed a change and wanted something that gave me more control over my future.”
Alongside her career ambitions, Nicola also wanted greater flexibility for her family. Her younger son requires regular hospital appointments and additional support, something that became increasingly difficult to balance within employed life.
“My younger son has chronic fatigue syndrome and chronic pain, so we have a lot of appointments and things we need to work around,” Nicola said. “My previous employers were supportive, but at the end of the day, when you’re employed, you still have to be somewhere at a certain time.
“Now, if I need to take him to an appointment or adjust my day around his needs, I can. I can work later in the evening or work on a Saturday if needed. That flexibility has made a huge difference to our family life.”
Taking a considered step into business ownership
Although Nicola had never run a business before, the idea of self-employment had been on her radar for some time. Her husband Martin, who has more than 20 years’ experience as a kitchen fitter, first introduced her to Kitchen Makeovers around a year before they launched the business.
“At first, I think I held onto the security of employed life,” Nicola explained. “I’d never been self-employed before and I’d never run a business. But over time I realised that if I wanted something different, I had to make that decision myself.”
Together, Nicola and Martin recognised that their combined experience created a strong foundation for the business, blending operational management, customer service and extensive kitchen fitting expertise.
Kitchen Makeovers has established itself as a leader in a market previously lacking a cost-effective and hassle-free solution. With over 40 franchisees and sophisticated branding, systems and operations, the company has filled a critical gap for homeowners. Their commitment to customer satisfaction is reflected in nearly 1,000 glowing five-star reviews across reputable online platforms and an impressive average score of 4.9 out of 5 on Trustist. This focus on exceeding expectations is what truly sets Kitchen Makeovers apart from the competition.
Building confidence through support and training
For Nicola, one of the biggest attractions of franchising was having access to a proven structure and ongoing support network while learning the industry.
“I’d never run a business before, so having that support in place was really important,” Nicola said. “The training was brilliant – really thorough and practical – and even now, if I need help, I can pick up the phone and someone is always there to answer questions.”
The combination of head office support and collaboration across the wider franchise network helped Nicola settle into the business quickly.
“It’s not competitive between franchisees at all,” she explained. “Everyone wants each other to do well. There are always people you can call for advice and it genuinely feels like you’re part of a team while still running your own business.”
Succeeding without a traditional sales background
One of Nicola’s biggest concerns before launching was stepping into a more sales-focused role, having never worked in sales previously. However, she quickly discovered that her natural communication style resonated strongly with customers.
“I think customers warm to me because I’m not overly salesy,” Nicola explained. “I take a softer approach and focus on building trust. People are inviting you into their homes, so they need to feel comfortable and confident in what you’re recommending.”
Her organisational background has also transferred naturally into running projects, coordinating tradespeople and delivering a high standard of customer service.
“Running events and managing engineers prepared me really well because you’re constantly juggling different moving parts – from client meetings and quotations to ordering materials and prompting customer feedback,” she said.
Building momentum early
Kitchen Makeovers attracts both first-time franchisees and seasoned entrepreneurs looking to move with the times, thanks to an impressive infrastructure designed for scalability and a revitalised approach to customer experience in the home improvement sector. Franchisees are encouraged to fully exploit the success they can achieve within their territories by building a local network of expert tradespeople.
Kitchen Makeovers’ approach of championing exceptional customer service is continuing to reap rewards in a sector that has traditionally delivered below-par customer experience. Through recurring income streams, low overheads, an impressive scope for growth and ongoing development, the opportunity for franchisees is huge.
Although Nicola initially expected it to take time to build momentum, the business grew far quicker than anticipated.
“I went into it thinking it would take a while to get established, so I’d prepared financially for that,” Nicola said. “But within a couple of months, I was already earning more than I had in my employed role.”
Since launching Kitchen Makeovers Bournemouth in September 2025, Nicola has continued expanding the business, bringing Martin into the company full time and, with his help, growing the team further with additional fitters.
“It’s been really exciting to see how quickly things have developed,” Nicola said. “We’ve already completed a wide range of kitchen makeover projects and we’re now taking on much larger renovations as well. You don’t always know how things are going to go when you start a business, but once you get going, the opportunities with this franchise have become clear.”
A business that works around family life
For Nicola, the biggest reward has not simply been the financial success, but the ability to create a career that fits around the people who matter most.
Alongside supporting her younger son, the flexibility of the business has also allowed her to spend more time with her older son before he begins RAF training.
“These are moments I wouldn’t necessarily have been able to enjoy before,” Nicola explained. “Being able to work flexibly around family life while still building a successful business has been incredibly important to me.”
Looking ahead, Nicola is focused on continuing to grow the Bournemouth business, developing her own skills further and building a strong local reputation for customer service and bespoke projects.
“It’s exciting to think about where the business could go from here,” she said. “I’m still learning all the time, but it already feels like the right decision for both my career and my family.”