Operations Support Initiatives that Drive Franchisee Engagement & Results
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Transcript of Operations Support Initiatives that Drive Franchisee Engagement & Results
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PATHWAYS to PROFIT
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-Garrison Keillor
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Drive Franchisee Performance
Drive Franchisee Satisfaction
Ensure Franchisee Compliance
Create Engagement & Alignment
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What is your ratio of field consultants to franchisees?
6%
23%
71%
1:100
1:50
1:30
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On average, how often do you conduct onsite visits at the local level?
23%
32%
39%
6%
Monthly
Quarterly
Yearly
None
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On average, how frequently do your ops consultants speak with their assigned Franchisees?
50%
46%
4%
Weekly.bi-weekly
Monthly
Daily
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DRIVING GROWTH in CHALLENGING TIMES
So How’s That Working For You?
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Is this communications & visit frequency enough to positively impact franchisee performance?
41%
59%
No
Yes
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14%
41%
38%
7%
Worse
Equal to
Better
Much Better
How do you rate your franchisees ability to execute as compared to your competitors?
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What is currently your biggest challenge in helping your franchisees improve their performance?
20%
60%
20%
0%
0%
Other
All of the above
Lack of business and/or marketing plans
Ineffective system for follow up on audit findings
We don't get to spend enough time with ourfranchisees
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What Are Your Operations Consultants Bringing to the Party?
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CEO Strategic Planning, Engagement & Execution
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In short…
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Drive Franchisee Performance
Drive Franchisee Satisfaction
Ensure Franchisee Compliance
Create Engagment & Alignment
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Do You Have a Formal Training Program for Your Operations Consultants & Field Staff?
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How much training do your Operations Consultants get in behavioral management & coaching for
improving performance?
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Key Drivers for Operational Success
“Coach the Coaches”
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COACHING ANALYSIS "What is Influencing unsatisfactory Performance?"
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"Steps of the Coaching Technique"
Step 1 Get his or her agreement that a problem exists.
Step 2 Mutually discuss alternative solutions.
Step 3 Mutually agree on action to be taken to solve problem.
Step 4 Follow up to measure results.
Step 5 Reinforce any achievement when it occurs.
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Key Drivers for Operational Success
A Tiered Support System
Coach the Coaches
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DRIVING GROWTH in CHALLENGING TIMES
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Key Drivers for Operational Success
A Tiered Support System
Onboarding: “Days to First Dollar”
Coach the Coaches
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Key Drivers for Operational Success
Weight Franchisee Training For Customer Creation & Retention
New Hierarchy for Effective Communications
Close the Loop on Open Tasks & Performance Gaps
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Set Goals
Manage to Goals
Measure Close
the Loop
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Track Open Tasks, Overdue Visits & Outcomes
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Case Study: Aurelio's Restaurants 4th Qtr. QCA Results
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Systems for Improving Communication/Focus
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Key Drivers For Operational Success
Track Local Market Spending & ROI by Franchisee (67% don’t)
Validation & “Referability” (f-NPS) (SAT)
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