Operations Support Initiatives that Drive Franchisee Engagement & Results
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Did you know engaged franchisees are 3.7 times more profitable then non-engaged franchisees? Or that there is a 127% swing in Net Promoter Score from engaged to the non-engaged group? Learn more through these slides from the presentation, Operations Support Initiatives that Drive Franchisee Engagement & Results, by Keith Gerson, CFE and President of FranConnect, Inc.
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Operations Support Initiatives that Drive Franchisee Engagement & Results
- 4. Drive Franchisee Performance Drive Franchisee Satisfaction Ensure Franchisee Compliance Create Engagement & Alignment
- 5. What is your ratio of field consultants to franchisees? 6% 23% 71% 1:100 1:50 1:30
- 6. On average, how often do you conduct onsite visits at the local level? 23% 32% 39% 6% Monthly Quarterly Yearly None
- 7. On average, how frequently do your ops consultants speak with their assigned Franchisees? 50% 46% 4% Weekly.bi-weekly Monthly Daily
- 8. DRIVING GROWTH in CHALLENGING TIMES So How’s That Working For You?
- 9. Is this communications & visit frequency enough to positively impact franchisee performance? 41% 59% No Yes
- 10. 14% 41% 38% 7% Worse Equal to Better Much Better How do you rate your franchisees ability to execute as compared to your competitors?
- 11. 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 our franchisees
- 12. What Are Your Operations Consultants Bringing to the Party?
- 14. CEO Strategic Planning, Engagement & Execution
- 15. In short…
- 16. Drive Franchisee Performance Drive Franchisee Satisfaction Ensure Franchisee Compliance Create Engagment & Alignment
- 17. Do You Have a Formal Training Program for Your Operations Consultants & Field Staff?
- 18. How much training do your Operations Consultants get in behavioral management & coaching for improving performance?
- 19. Key Drivers for Operational Success “Coach the Coaches”
- 20. COACHING ANALYSIS "What is Influencing unsatisfactory Performance?"
- 21. "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.
- 22. Key Drivers for Operational Success A Tiered Support System Coach the Coaches
- 23. DRIVING GROWTH in CHALLENGING TIMES
- 24. Key Drivers for Operational Success A Tiered Support System Onboarding: “Days to First Dollar” Coach the Coaches
- 25. 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
- 27. Track Open Tasks, Overdue Visits & Outcomes
- 28. Case Study: Aurelio's Restaurants 4th Qtr. QCA Results • • ↑ • ↑ • ↑ • ↑ • ↑
- 29. Systems for Improving Communication/Focus
- 30. Key Drivers For Operational Success Track Local Market Spending & ROI by Franchisee (67% don’t) Validation & “Referability” (f-NPS) (SAT)
- 31. • • • • •