Family Ties: Balancing Tradition, Innovation, and Personal Growth

Written by Valiski Bernard

Have you ever wondered what it would be like to work with family? The dynamics, the challenges, the rewards—it's a unique experience that can blend the personal and the professional in unexpected ways. Join us as we delve into Linley McConnell’s story, Director of Client Experience at Gibson's Cleaners, who shares her journey of working in her family's business and the insights she's gained along the way. Linley brings a unique perspective to the role, having previously worked in the corporate world in human capital consulting and crisis communications.

Linley’s professional journey, however, has been as diverse as the fabrics she handles. From teaching yoga to working at Deloitte, she explored various avenues before returning to the family business. At Gibson’s Cleaners, she oversees client experience, which extends beyond individual customers to include B2B (business-to-business) services for luxury brands like Louis Vuitton, Hugo Boss, and Canada Goose.

While her LinkedIn profile hints at her role, there’s more to dry cleaning than meets the eye. Linley navigates a multifaceted landscape that combines customer service, logistics, operations, technology, and quality control. In a single day, she might engage with a discerning client while brainstorming innovative solutions with a resale or rental app. Let’s dive deeper as Linley shares her journey of joining Gibson's Cleaners after working in the corporate world. She reflects on the challenges and rewards of working with family, offering practical advice on communication and setting boundaries. Linley also discusses the importance of maintaining a separate identity as an employee while preserving the familial bond.

A Twist of Fate

Linley's path to Gibson's was not straightforward. After working in consulting and public relations, she found herself drawn back to her family's business. Reflecting on her high school dreams of a career in fashion, Linley now finds herself deeply involved in the industry, overseeing the cleaning and care of luxury textiles for various high-end brands. Her story highlights the unexpected ways in which our career paths can circle back to our roots.

“I joined Gibson’s after working in the corporate world for a couple of years. I joined Deloitte’s Human Capital consulting group and then went to work in crisis communications and public relations. Gibson’s has been in my family for over 60 years, and when the opportunity to join as marketing manager presented itself, I knew it was a unique opportunity. If you asked high school Linley where she’d be working at my age, she would have been to do something in fashion. There was ‘no way’ I would work in the family business. It’s funny how things come full circle. Interestingly enough, what I do day-to-day is tied to fashion a lot of the time. Now, in my role as Director of Client Experience, it’s critical to understand how different textiles and trends should be cleaned, and we get to work for a lot of luxury brands. Not to mention, I literally see hundreds of pieces of clothing from my office daily.”

Challenges and Fresh Perspectives

While working in a family business has its perks, Linley acknowledges the challenge of balancing her roles as a family member and an employee. She emphasizes that communication is key to effectively navigating these dual identities.

“While Gibson’s is a family business, I only work with my dad on a day-to-day basis. Fortunately, our relationship is nothing like what you see in the show Succession—though it would be amazing to have a penthouse in NYC. The biggest challenge I’ve faced working with family is that it can be difficult to separate your identity as ‘family’ and ‘employee.’ Communication is the key to making sense of this.”

Additionally, Linley discusses her emotional attachment to the business, which can be both a source of motivation and a challenge. She acknowledges that taking client feedback personally is a common pitfall and emphasizes the importance of setting boundaries, a skill she believes is crucial for anyone in a customer service-related career.

“Mistakes will always happen, but it’s still hard not to take a client’s disappointment personally. It feels very millennial to say, but boundaries are critical and something I encourage everyone in a customer service-related career to work on!”

Despite these challenges, Linley's resilience shines through, especially during the setbacks faced by Gibson's Cleaners due to the COVID-19 pandemic. With sales plummeting by 80%, Linley and her team were forced to navigate through a tough period. However, through teamwork, trust, and a shared vision for the future, they were able to not only survive but also thrive, using the time to refine their systems, processes, and team dynamics.

Milestones, Partnerships, and Giving Back

Linley's tenure at Gibson's has seen remarkable milestones, including securing strong partnerships with Dress for Success Toronto and Canada Goose. These collaborations have strengthened Gibson's market presence and allowed the business to empower women and serve the community.

“Our locations serve as donation drop-off spots for Dress for Success Toronto locations. If you’re unfamiliar with DFST, it’s an affiliate of a larger organization whose mission is to empower women into economic independence. We have so many amazing clients who donate clothing on a regular basis, and the partnership has been a synergistic fit. As a smaller business, it’s also incredible to be recommended by a brand like Canada Goose. Gibson’s is one of two authorized Canada Goose dry cleaners in Ontario. The relationship has strengthened our presence in the market and helped us become findable for so many new clients. During the pandemic, we acquired another dry cleaner. I would love to get more acquisitions under our belt; in our case, it’s been a proven method for gaining more market share! Developing strong brand relationships is also a key focus. I would love to work with a company like Harry Rosen and become the preferred garment care provider for Moncler.” 

Thoughtfulness is at the core of Gibson's values, reflected in their commitment to giving back to the community. Linley and her team actively support various initiatives, including fundraising events and community projects.

“Gibson’s original slogan was “The Thoughtful Cleaner,” and thoughtfulness is our company’s main core values. Aside from working closely with Dress for Success Toronto, we also support an annual golf tournament (The McConnell Classic), which has raised over 1.4 million dollars for Campfire Circle (formerly Camp Oochigeas). When possible, we also try to support community events and initiatives. During the pandemic, we supported the creation of over 5000 masks for at-risk populations. Whenever we can, we help!”

Prioritizing Self-Care

In today's fast-paced world, it is essential to prioritize self-care to maintain overall well-being. Taking time for yourself rejuvenates your mind and body and allows you to be more present and productive in your daily life. Linley achieves this through yoga and therapy. She finds these practices essential for maintaining her well-being amidst the demands of work and life.

“I completed my 200 Registered Yoga Teacher Training after I graduated from my undergrad. I still teach twice a week! I was surprised to find that a lot of training was focused on mental health, and I still use some of those strategies when I am getting overwhelmed. Therapy is also great!”

Advice for Women in Family Businesses

“Small and family business is so case by case. You hear positive and negative experiences. Whatever your situation, I recommend joining the Women’s President’s Organization (WPO) or some kind of professional group for entrepreneurs. WPO is a dynamic and diverse collective of women business leaders around the world who share insight in groups facilitated to drive game-changing experiences. My chapter meets monthly to discuss and engage in business conversation. It can feel isolating working in a small business, and it’s amazing to meet other women who are going through and have gone through similar experiences.”

Defining Success

For Linley, success is a continuous journey of self-improvement and growth. Setting high standards and surpassing them is her measure of personal success, a philosophy she applies both in her career and personal life.

“In school, you are rewarded for good grades and tangible achievements. When you start your career, there’s a shift and a new focus to get promoted. Turning 30, I felt a new shift where it’s cool to see different people defining success by their own standards - it could be becoming a mom, switching careers, or continuing to climb the corporate ladder. It’s super cheesy, but I am trying to define my success on whether I know I am doing better than I did yesterday. Setting high standards for yourself and delivering on them feels really good!”

Fun Fact

While Linley remains tight-lipped about the specifics, she hints at a significant transition for Gibson's in the coming year and expresses confidence that it will only strengthen the business. She also recently embarked on a TikTok journey.

“I started a TikTok account (@linleymcconnell) at the beginning of this year, where I share garment care and laundry tips. I had so many doubts about how it would be perceived or that I was too late to the content game, but I’ve really enjoyed it, and I’m excited to continue making videos. Shameless plug, but follow me!”

Linley’s story embodies the intricate interplay of personal and professional dynamics within a family business. Her journey reflects the challenges of balancing tradition with innovation and the importance of resilience in navigating setbacks. Her commitment to community engagement and self-care underscores the multifaceted nature of personal and professional growth.

As Gibson's embarks on its next chapter, Linley's strategic vision and dedication to excellence serve as a testament to the enduring legacy of family businesses. Her story inspires us to embrace change, define success on our own terms, and appreciate the unique opportunities and challenges that come with working with family.