Stephen and Pamela Dury, owners of the Elite Maintenance Services Group franchise in Bathurst, were proudly recognised as Elite Franchisee of the Year in 2015—the second time they’ve received the top honour since joining the network in 2004. Their first win came just three years later in 2007, a strong early sign they were doing something very right.
So, what sets a double award-winning franchisee apart?
From Government Mapping to Business Ownership
Before entering the world of professional cleaning, Stephen spent 29 years working for the NSW State Government in aerial photography and land mapping. His work supported major state and regional projects, including the early transition from traditional mapping to digital systems and the digitisation of historic parish maps.
While Stephen enjoyed the technical side of the role, he eventually realised that the bureaucracy of government work wasn’t for him. After more than two decades, he and Pamela began exploring business ownership together—reviewing a wide range of franchise opportunities.
It was Elite that stood out.
“With my attention to detail, the business just made sense,” Stephen says. “It suited me perfectly.”
Building a Trusted Regional Business
Stephen and Pamela purchased their Elite franchise in 2004 and have grown it steadily ever since. Their service area spans a large part of the Central West, including Bathurst and surrounding regional centres, delivering professional cleaning services to a wide customer base.
From day one, they adopted a simple but powerful philosophy.
“When we bought the business, our motto was to treat customers exactly how we’d want to be treated,” Stephen explains. “Do the right thing, do the job properly, and charge fairly.”
That approach has paid off.
Pride in Work That Makes a Real Difference
While their customer base is primarily residential, Stephen and Pamela also complete a steady flow of end-of-lease cleaning work—helping tenants, landlords and agents achieve great results.
One standout example involved a homeowner preparing to sell after a cream-based product had bleached part of her carpet. While the damage couldn’t be fully reversed, Stephen was able to significantly improve the appearance. After the property sold, the customer personally thanked him, saying the result had helped secure the sale.
It’s this level of care that defines the Elite approach to carpet cleaning and carpet stain removal and sanitising.
Serving Customers Across Generations
Stephen notes an interesting trend in their client base.
“Our strongest customer groups are at both ends of the age spectrum,” he says. “We do a lot of work for young families, then again for retirees and older clients. There’s a bit of a gap in the middle—maybe families with teenagers just give up on cleaning altogether!”
Regardless of age, customers value Elite’s professionalism, consistency and results—delivered in line with recognised IICRC standards.
Life Beyond the Business
Outside of work, Stephen and Pamela are kept busy by their six grandchildren. Stephen enjoys fitting in a round of golf whenever he can, while Pamela plays a vital role in the community as Chairperson of WIRES in the Central West.
It’s not unusual for their home to double as temporary accommodation for native wildlife—with recent visitors including a walleroo and a microbat.
Thinking About Franchise Ownership?
Stephen and Pamela’s story is a great example of what’s possible with the right system, strong values and long-term support.
If you’re considering business ownership and want to learn more, explore:
Ready to Take the Next Step?
Whether you’re looking for trusted cleaning services or exploring franchise ownership, Elite Maintenance Services Group is built on people who care about quality, customers and community.
Request a quote or enquire about franchise opportunities:
https://elite.com.au/quotes/
Speak with an Elite professional today:
https://elite.com.au/call-now/
Elite Maintenance Services Group — supporting award-winning franchisees across Australia.
