Former Humane Society Director Takes on New Role as Wild Birds Unlimited Franchisee

Lutrelle Livingston-O'Cain’s compassionate heart and love for animals was a part of her career long before she and her husband, Carey, became Wild Birds Unlimited franchisees. In her work as executive director of the local nonprofit animal welfare agency in Hendersonville, North Carolina, Lutrelle was responsible for managing the safety and placement of approximately 2,500 animals per year, not to mention overseeing 30 employees across three locations.

“I ran the center for eight years,” she said. “And while I loved the work that I did, it was demanding. I was missing a lot of important family things because of job obligations.”

The turning point for Lutrelle was a comment from her 88-year-old father that he’d like to spend more time with her.

“My immediate thought was, ‘I should take him up on that,’” she said.

Carey had also noticed the toll his wife’s job was taking on her, so at the beginning of last year, he initiated a conversation with Lutrelle about her future. He asked her what she really wanted to be doing, and Lutrelle jokingly responded, “I don’t know, work at Wild Birds Unlimited?”

Influenced by her mother and grandmother’s love for birds, Lutrelle had been a customer at the Hendersonville Wild Birds Unlimited for over a dozen years. Coupled with the fact Wild Birds Unlimited had become a sponsor for the humane society and helped facilitate 47 successful cat adoptions through an ongoing in-store foster program, Lutrelle cited the store’s warm and welcoming environment and friendly staff as her favorite aspects of the overall experience.

“I had nothing but good feelings about the owners, their staff and the brand as a whole,” she said. “I’m a big believer in the product, and later realized I was selling it without even working here yet.”

It was over dinner one night that Lutrelle learned her previous quip had taken on new life.

“Carey, being the careful listener that he is, went to Wild Birds Unlimited the very next day to start a conversation with the store owners without me knowing,” she recounted. Her initial shock quickly wore off, and the two continued conversations with the current store owners.

“We took our time with the decision, meeting with the previous owners four times before reaching a letter of intent in May 2018,” Lutrelle said. “We really talked it over because I didn't want to leave a job I truly loved if I was just going to be trading one overwhelming situation for another. The owners were very forthcoming and helpful as we started the franchise purchasing process.”

As Lutrelle and Carey became more immersed in the process, they were initially surprised by the number of conditions and requirements they needed to meet and the work involved in developing a business plan. Every step of the way, though, the Wild Birds Unlimited team was there to help, providing open and honest feedback.

“After going through the process, you really knew if you were going to fit,” Carey said. “The team wasn’t just signing us up to take our money, they treated the process as a true partnership. The training process and professionalism of the staff are really encouraging. They want you to succeed.”

Feeling good about their place within the brand, Lutrelle and Carey visited over 10 different stores in the Wild Birds Unlimited system across a number of states, talking to franchisees and getting a better feel for the brand from the business side before making the leap.

“Despite the unique personality of each store, there’s a common thread: the employees are always cheerful, energetic, happy and helpful,” Carey said. “It’s great seeing that positivity we’d experienced as customers across all of the stores in the system. All of the owners were happy to talk to us and we were shocked at the longevity many had achieved.”

Lutrelle and Carey signed their franchise agreement on December 31, 2018, and walked into work on January 2nd ready to go. While there have been some expected growing pains associated with becoming business owners (including an internet outage due to a foster cat chewing a cord), the O’Cains feel supported by their staff and the Wild Birds Unlimited team as they begin their journey as franchisees serving the Hendersonville area.

“We’re confident our store will continue thriving because western North Carolina is a great habitat for birds,” Carey said. “Were surrounded by mountains and forests. Just yesterday during the Great Backyard Bird Count, we saw 13 different species in a 15-minute period in our backyard. It's truly amazing how many species are in our area.”

This variety, coupled with an abundance of retirees in the area that enjoy the hobby of bird watching, make the Hendersonville area a really attractive place for both people and wildlife, Lutrelle added.

In the coming months, the Hendersonville Wild Birds Unlimited has several re-energizing events on the calendar, including a grand re-opening coming up in April where customers will be able to meet the store’s new owners. For Lutrelle, such efforts are aimed at bringing the same positivity to her customers that they bring to her.

“It’s so nice to come to work and have people tell you what they saw this weekend or what the crazy squirrel in their backyard did this time,” she said. “Getting to know our customer base and seeing their dedication, excitement and joy is really fun."