Sweet Synchronicities: Building Success, One Chocolate at a Time

When Janette Desmond set out to open a Kilwins in Portsmouth in 2011, she had passion, determination, and a surprising twist of fate on her side. With guidance from NH SBDC Advisor Warren Daniel, Janette secured financing, navigated the complexities of franchise ownership, weathered COVID relief programs, and is now preparing for a successful sale as she plans her next chapter.

At the time, Janette was working as a bookkeeper in Bedford, NH, when the company she worked for was sold. With her sons grown and out of the house, she and her husband began asking, “What’s next?” A day trip to Portsmouth, one of their favorite places, sparked an idea. “What if I opened a retail shop here?” she wondered.

Later that same day, they passed a bookstore window with a sign seeking someone to open a Kilwins franchise in that very space. The name rang a bell. Janette’s brother had recently taken a job at Kilwins’ corporate office. A quick call confirmed it. The company was looking to expand into New Hampshire. The synchronicity felt too strong to ignore.

From Bean to Bar

Kilwins is rare among franchises of its size, with fewer than 200 locations, in that it makes its own chocolate, bean to bar. Known for handcrafted fudge, heritage chocolates, caramel corn, brittle, and premium ice cream, the brand blends quality with experience. Customers can watch treats being made through storefront windows, creating both curb appeal and authenticity.

Having recently undergone cancer treatment, Janette knew she wanted to build something joyful. “On a bad day, somebody walks in, and you make their day better. On a good day, they walk in, and you get to celebrate with them,” she says. “It’s a really cool model.”

She also appreciated the company’s family-oriented culture and accessibility at the corporate level. While franchisees follow established recipes, they are invited to contribute ideas. Several signature items from Janette’s store have since become permanent additions to the menu.

Where Drive Meets Business Savvy

Recognizing that enthusiasm alone would not be enough, Janette contacted the NH SBDC in 2020. Warren Daniel helped her develop a comprehensive business plan, conduct franchise research, and prepare for financing. His research confirmed that Kilwins ranked among the top 100 franchise companies in the nation.

Armed with a strong plan, Janette approached three banks. Her longtime bank declined. A Portsmouth banker was intrigued but unfamiliar with the Kilwins brand. Meanwhile, a Michigan bank knew Kilwins well but not the Portsmouth market. In a collaborative effort, the Michigan bank visited Portsmouth to understand the region. Ultimately, Janette secured a 10-year, SBA-backed loan through the Michigan bank and opened her accounts locally in Portsmouth. She paid off the loan in just six years.

Navigating the Ups and Downs

Over six years, Warren provided steady guidance on accounting, employee management, regulatory requirements, and strategic decisions.

“Your NH SBDC advisor is there to provide guidance and expertise,” Janette says. “If they have not been through it or do not know how to handle it, they know someone who will.”

When COVID hit, Janette faced one of her toughest challenges. With customers barred from entering the store and many employees affected, uncertainty loomed. Warren helped her navigate the complexities of PPP and EIDL applications, which were critical lifelines that kept the business afloat.

Planning the Next Chapter

Now 63, Janette is once again working with the NH SBDC, this time on succession planning. Ready to step away from retail, she plans to focus on Our Place NH, an organization creating lasting housing solutions for adults with disabilities.

Her original plan was to pass the business to her eldest son, who worked in the shop. Watching his mother navigate the pandemic changed his perspective on ownership. Plan B was to find the right buyer.

Warren connected her with a broker to conduct a valuation and list the business. The sales process has been its own roller coaster, but Janette values the steady support.

Advice for Entrepreneurs

“Drive and passion are great, but they will not make you successful unless you understand the nuts and bolts of what you really need to do,” she says.

Her advice is simple: say it out loud. “Whatever is keeping you up at night, share it with your NH SBDC advisor. They will either know someone who has been through it or connect you with someone who has.” She also credits her success in building a dependable team. “They help me sleep better.”

A Sweet Legacy

Today, Kilwins Portsmouth is open seven days a week. It has become a fixture in the community, supporting local causes, delighting visitors, and giving many young employees their first job experience.

From a chance sign in a bookstore window to a thriving franchise, Janette’s journey is one of resilience, collaboration, and heart. With the NH SBDC by her side through every pivot and challenge, she has built something sweet and is now preparing to pass it on while focusing her energy where it is needed most.