Hire The Right Franchise Talent


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Steve Waterhouse, President of Predictive Results, a PI Worldwide Member Firm, shares best practices for hiring the right franchise talent. Speaking with Multi-Unit Franchisee Magazine for the January 2012 Issue, Waterhouse highlights key strategies and tools including the Predictive Index behavioral assessment tool, currently utilized by hundreds of Franchise organizations around the globe.

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  • This is great info! After all, it's their employees who ultimately dictate whether they succeed. In our experience, many franchisees struggle with encouraging the right people to apply for their open positions. Sure, it may look like the hiring process is going well when you have a stack of 50 resumes on your desk, but if only five of those people are qualified, then think of all the time you wasted looking at the rest of the resumes.

    For those looking to hire employees, there's a great guide you may find beneficial. It's called 'Hiring For Your Franchise Location: A franchisee's guide to attracting top talent' and it covers everything from writing the job description, to promoting it on social media and job boards, and ultimately conducting effective and efficient interviews. Here's a link: http://resources.hireology.com/hiring-for-your-franchise-location
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Hire The Right Franchise Talent

  1. 1. peopLe n inVestMent insigHts n CUstoMers CoUnt Multi-UnitFranchisee ISSUE I 2012 Mega 99 Dawn Lafreeda operates 70 Denny’s in 6 statesn Hiring rigHtExperts share best practicesn top Dawgs!Franchisee of the Yearwinners on their successn Mega 99Annual ranking of thebiggest players
  2. 2. By Kerry PiPes You’re Hired! Hiring experts Y share ou search and screen and interview agers—the face of your franchise—you for the best employees. Days pass, will not be as successful as you could be. sometimes weeks, as you narrow Hiring right often seems a mysterious, insights down your choices (and continue to op- unachievable goal lacking any chance of erate understaffed). You pull the trigger, long-term success. make the hire, and within days you realize “The challenge is that we really want you’ve made a mistake—sooner if your the cream of the crop and sometimes we new hire never even shows. on best Let’s face it, hiring the right employ- ees is the bane of existence for franchise end up with the cream of the crap,” says Bill Wagner, CEO and co-founder of Ac- cord Management Systems, a company practices operators. Yet without top-performing front-line employees and unit-level man- that specializes in behavioral and hiring consulting.50 Multi-unit Franchisee Is s ue I, 2012
  3. 3. You’re Hired! Hiring right is an on- of Predictive Results, a onboarding process.going challenge for multi- PI Worldwide member What’s more, the right technologyunit franchisees, but ac- firm that provides talent can create an organized hiring processcording to the experts we management tools and that gives decision-makers the knowl-spoke with, there is hope— training. He says today’s edge—and time—they need to make theif you employ the right tools are proven to help best choices. “You don’t want your storestrategies, systems, and businesses select higher- managers making rushed decisions whentools, and follow through performing employees it comes to hiring,” says Joe Bocian, ac-consistently. more likely to stay on the count executive for Snagajob, a company job, achieve greater suc- that provides workforce managementGet the right tools cess, and be less likely to solutions for hourly employers.for the job get hurt. These tools areHiring right requires the designed to identify em- Getting startedright tools. More and ployees who will drive A good hiring system that relies on solid Bill Wagnermore, these tools can be sales, deliver top-drawer technology tools and clearly defined hir-found in automated, web-based systems, customer service, and provide metrics ing goals can make a big difference in anysometimes called talent management important to improving your operation. organization. Whether you’re using thesystems (integrated software packages Says Waterhouse, “This is how you put latest technology or still relying on penthat handle all the essential components the right people in every position.” And and paper, building an effective hiringnot only for hiring, but also for tracking when it comes to knowing what type of process should begin with standardiza-and managing employees after they’ve tion. The goal is to create a hiring systembeen hired). “The challenge is that can be implemented effectively and Automated hiring tools will never replicated over time.replace person-to-person screening and that we really want The first step involves screening andinterviewing, but they have become one the cream of the pre-qualifying candidates. Helppie sum-of the most efficient ways to hire the marizes the essential ingredients of thebest employees, says Blake Helppie, crop and some- screening/pre-qualifying process as follows:CEO of JobApp Network, a company times we end up 1. Pre-qualification: Do they meet thethat helps businesses improve the qual- practical aspects of the specific job—e.g., with the cream of days of the week, shift, wages, type ofity of each hire. “The best option is to use an automated the crap.” work, part- or full-time, etc.?hiring solution that can streamline the —Bill Wagner 2. Position fitness: This includes skills,application process, administer and score experience, aptitude, and work habits.validated and compliant job-related per- person and skill set will succeed in each of How well will they be able to do thesonality assessments, manage background your hourly positions, Waterhouse boils job? How many jobs have they had in thechecks, process employee tax credits, on- it down to six criteria: skills, experience, past 2 years? If a cook, are they ServSafe-board new hires, and upload directly to education, knowledge, capability, and certified? How much weight can theyyour payroll/POS/HRIS,” says Helppie. behavioral fit. Call it a “profile” of your lift? What type of retail experience do For employers looking to improve perfect employee. they have?and streamline their hiring process, an Combining applicant 3. Personality assessment:abundance of online assessment tools tracking software with How likely is someoneis available. Helppie says these sourcing behavioral assessments in to be successful in yourand screening tools can help attract and a web-based application company? There are manyidentify the right talent for any organiza- allows multi-unit fran- variations of these tests, buttion. Verification tools can reduce the time chisees to send candidates what matters to an em-for background checks, and onboarding to a single site and collect ployer is finding a validatedtools can help new employees become applications electronically. and compliant assessmentmore productive sooner. Hiring managers can then method or tool that focuses “No company that relies on employ- select the top prospects, on the core competenciesees to drive their business should hire send follow-up emails, in- that drive success in theirwithout the assistance of pre-employ- vite candidates for further business, e.g., positive salesment behavioral assessment tools,” says testing or interviews, and attitudes, persuasiveness,Steve Waterhouse, founder and president track the entire hiring and Blake helppie energy, initiative, good Multi-unit Franchisee Is s u e I, 2012 51
  4. 4. You’re Hired! judgment, and tolerance Profiling the perfect culture is looking for compatibility, sus- for frustration. candidate boils down to tainability, retention, and trainability. As One area many opera- three key areas—com- with the franchisee, employees should also tors miss is in not creating pany culture, benchmark- share the company’s values and mission,” a solid employee position ing top performers, and says Monet. profile. From front-line measuring results—says Next is benchmarking top performers employees to unit and re- Rebecca Monet, presi- by determining what attributes and skill gional managers, there is a dent of Proven Match, a sets successful employees have in each particular type of person company that helps de- specific job or area. “If this is not doable and skill set that gets each termine compatibility and job done in your units. Do predict the performance “No company you know what that per- of prospective franchi- that relies on son looks like, on paper sees as well as their key and in person? steve Waterhouse employees. “Company employees to drive their 10 Tips to a Better Hire business should hire without the R epresentatives we interviewed from companies specializing in helping business operators hire smarter identified characteristics of the best hir- assistance of ing strategies and processes. Some of these may seem like no-brainers, pre-employment while others may provide an “Aha!” moment. Implementing these practices into your hiring process will generate improvements in the performance of both your behavioral front-line employees and your bottom line. assessment tools.” 1. Use talent management systems. All types of screening and evaluation —Steve Waterhouse tools can be found in today’s automated, web-based systems and strategies. 2. Don’t hire out of desperation. If you’ve lost an employee and need to internally, build a reference model based fill the position yesterday, don’t hire the first applicant in the door. Remember on best practices shared within the fran- the old adage, “Hire slowly, fire quickly.” In the long run you’ll be glad you did. chise organization,” she says. 3. Carefully select and develop a standard set of pre-screening and in- Third, measure and assess results. As terviewing questions, and stick with them. Be consistent with your questions a company evolves, says Monet, so does during the interview and take good notes. Use the same set of criteria to evaluate the role of each employee. Initial and and assess every candidate. key hires will require special attention 4. Create a hiring system. Know who you are looking for, what qualities because they set the pace for the com- they must possess, and where you can find them. Your ideal candidate is your pany. Keep a close eye on values, work existing top performer. If possible, consider using outside assessment consultants style, and core competencies. and other third-party suppliers that focus on hiring, and who can help you build a system appropriate for your organization. expediting the process 5. Don’t go it alone. Have more than one person involved in the interview- Gary Walstrom, founder of Culture In- ing process. At least one unit-level manager and one front-line employee (when- dex, a hiring consulting and technology ever possible, from the area you’re hiring in) should be involved at some point. company, has been using assessment tests 6. Paperwork. Dot your i’s and cross your t’s. Take your time and never cut for more than 35 years, helping franchi- corners on the I-9 process. The average ICE audit fine is $100,000, and some sees build their systems using different people have even gone to jail. Think automation and strong audit processes. hiring tools. Many of today’s automated 7. Check references. It sounds elementary, but too many overlook this fun- and online tools are good, but Walstrom damental. cautions multi-unit operators to “make 8. Prioritize your best candidates. Hire fast and get them off the market sure they come with training and sup- before they take a job with someone faster than you are at pulling the trigger. port.” If you don’t understand something Remember, the applicant is just looking for a job—make it your job. about the technology, make sure there is 9. Don’t hire with your gut. Be objective and ensure any decision is based someone at the vendor easily available to on the needs of the job and the applicant’s ability to fit that job description. work with you. 10. Standardize and document every step. This includes the process flow Another advantage in using technol- and interview questions. Create an audit process for the model. And be willing ogy in the hiring process is speed: match- to adapt your model when needed. ing employers with employees quickly.52 Multi-unit Franchisee Is s ue I, 2012
  5. 5. You’re Hired!“Many hiring processes take too long,” quickly, there is no substitute for a goodsays Walstrom. “Technology can helpexpedite the process because you need behavioral interview,” he says. Beyond developing a well-thought- There’semployees now and job seekers needjobs now.” Done correctly, he says, “In out list of interview questions, Walstrom suggests that multi-unit operators should an Appmost cases there’s no reason you can’thave an applicant walking onto the job have one really good interviewer at each location. “Not all franchisees know what it for That! Hwithin 72 to 96 hours from the time the takes to succeed in every position in their iring by phone just got a lotapplication is submitted.” units,” he says. “Find in- easier. Snagajob recently In-person interviewing dividuals on your crews launched a new iPhone appis still a critical component who know the jobs and that lets franchise hiring managers findof hiring right, but it can provide them with the and hire new hourly employees onbe difficult to execute well. tools, resources, and the go. The Snagajob ForEmployersWalstrom and others rec- freedom to do the in-ommend using a thorough, terviewing.” mobile Hiring Manager app providesconcise series of open-ended hourly employers with easy access toquestions. The goal is to get Best practices detailed information on applicantsthe candidate to open up “Hiring right means tak- and lets users instantly filter to theabout previous jobs, work ing the guesswork out,” best candidates on a simple, stream-experience, and personal- says Monet. When hiring lined dashboard—right in the palm ofity traits. key employees, franchi- their hand—and then call or email job “I recommend using sees cannot be subjec- candidates directly from the phone.what I call a five-part in- Joe Bocian tive in their approach,terview question,” says Wal-strom. “Rather than just asking How didyou like your last job at Burger King? ask Automating Tax Credits Athings like: What kind of work did you do? utomating the hiring process has a number of benefits for multi-unitWhat did you like most about the job? What franchisees, from speeding the hiring process to helping identify higher-did you like least about the job? Describe quality candidates. But don’t overlook technology’s ability to help findworking with your manager.” tax credits along the way. JobApp Network was one of the pioneers in screening for tax credit eligibility “You don’t during the job application process. CEO Blake Helppie says JobApp is still the want your store only hiring solution that, by virtue of its phone-based application process (pro- vided along with its core web product), can screen individuals who don’t havemanagers making web access for tax credit eligibility. He says individuals eligible for tax creditsrushed decisions are about twice as likely to apply by phone as those not eligible. “This is whatwhen it comes to one would expect, quite frankly, given that most tax credit eligibility ‘buckets’ are highly correlated to economic factors, like recipients of food stamps and other hiring.” government assistance,” he says. —Joe Bocian Snagajob offers a tool that not only captures the federal HIRE Act and Work Opportunity Tax Credit (WOTC) programs, but also screens for more than Helppie recommends developing 172 state and local hiring incentive programs that can put money back in yourinterview questions by specific job po- pocket. Here’s how it works.sition and the needs and requirements As part of the job application process, candidates complete a tax-screeningof each. He says these questions should questionnaire that varies based on the address of the candidate and hiring loca-be used consistently with every candi- tion. Eligibility results are then displayed for the hiring manager, along with thedate. In addition, hiring managers can pre-populated tax credit forms. The hiring manager then has the eligible newuse candidate-specific probes based on hire sign the forms and submits them.assessment results to investigate any ar- Another benefit is maximizing your potential tax credits. Since 100 percenteas of potential concern and to confirm of candidates completing the online application are presented with the tax creditareas of strength. “While automated questionnaire, the system can also easily capture lucrative retroactive credits fromhiring solutions can pre-screen to get the beginning of the year.you to the top 20 percent of candidates Multi-unit Franchisee Is s u e I, 2012 53
  6. 6. You’re Hired! she says. Thus, to to identify top candidates based on the and behavioral style. “Prioritize top reduce recruiting, key job criteria and core competencies candidates and interview them quickly hiring, training, for success, says Helppie. “With good and effectively—and be willing to say and management reporting tools in an automated solution, no to the candidates who don’t fit your costs, multi-unit you can review the quality of hire that in- criteria, even if you like them,” he says. operators should dividual managers are making and coach Be sure to refine your model as your employ a struc- them into improving,” he says. experience and needs change, and be tured interview- After all is said and done, the goal is to willing to grow from your mistakes. ing process and an identify and hire the best employees for “As you hire employees, be open to objective profiling each role in your organiza- learning more about what tool. A number of tion. Doing so will benefit you may be overlooking best practices have both you and the people in your process, things been developed you hire. To succeed in you should be doing but rebecca Monet over years of time this, start by creating a haven’t been. Then make and trial (see side- profile of the employee the adjustments,” says bar, 10 Tips to a Better Hire). you’re looking for, says Walstrom. “Great em- Hiring is often driven by emotions, Waterhouse. “Assess your ployees work for good which can be difficult to completely top performers and define companies and good com- eliminate from the process. Maintaining your ideal target model,” panies have great em- objectivity, standards, and consistency is he says. Understand the ployees.” If that doesn’t essential. Structure a process to ensure ideal candidate for each describe your company, that all candidates meet minimum re- position in terms of skill, it’s time to work harder quirements—and that your managers use knowledge, education, Gary Walstrom at hiring right. ATTENTION SUPPLIERS! GREAT NEWS! Target franchise Presidents, CMO’s and Marketing VPs responsible for their consumer marketing – online and on the go! DON’T BE LEFT OUT! This is the only monthly franchise newsletter 100% dedicated to consumer marketing, customer service and technology. Reach these decision-makers. Act Now! CONTACT Sharon Wilkinson at 800.289.4232 ext 202 or sharonw@franchiseupdatemedia.com for details. Right Market. Greater Results.54 Multi-unit Franchisee Is s ue I, 2012