In this presentation, you will learn: - Key trends in field audit execution - Ways to boost your field audit from start to finish - Find out the surprising thing that motivates franchisees.

2. Free eBook Giveaway!
Free eBook – link given at the
end of the presentation!

3. Franchise Business
Coaches
Link between franchisor and
franchisees
Ensure operational compliance
and coach to improve
performance
In the field or remotely
Toughest job in franchising!

4. Consistency Engagement Compliance Performance
Consumers are
60% more likely
to choose a
consistent brand.
Your coaches are
the franchisee’s
primary point of
contact.
Protect your
franchisees’
investment.
One “bad apple” can
hurt the brand’s
reputation.
Improve both
top-line and
bottom-line
performance.
Why are we doing Field Audits?

5. Visit Process
Pre-Visit Day Of Action Plan Post-Visit Continuous
Improvement

6. Field Visit
Benchmarks

7. FBCs visit 4x/year
80% Pass Audit

9. Boost #1
Revamp your
pre-visit
processes

10. Pre-Visit: Collect Information Beforehand
Put processes in place where
they send you the following
before a visit:
• financial information
• pictures of their vehicles
• proof of insurance

11. Pre-Visit: Automate KPI Collection
• Automate data collection from
source systems:
• Point of sale
• Suppliers
• voice of customer
• online reviews

12. Pre-Visit: Known Repeat Weaknesses
Use tools to easily highlight
repeat weaknesses to focus
your visit without having to dig
through dozens of reports.

13. Gallup estimates that actively disengaged employees cost the U.S.
$450 billion to $550 billion in lost productivity per year.

14. Relationships Matter
High EQ Leaders:
Understand what energizes and engages people on their teams and
create environments that foster that energy.

15. Pre-Visit: Unique Business Plans
Franchisees who have their own
plans and are not riding on the
coat tails of the franchisor are
more likely to succeed

16. Pre-Visit: Case Study
Defined a few fraud-related KPIs
which flow from their loyalty
provider and their food
supplier.

17. Boost #2
Streamline the
actual field visit

18. Actual Visit: Questionnaire Design
Structure your questionnaire
based on the flow of the coach;
from the store front to front-of-
house to back-of-house to
coaching.

20. Actual Visit: Impactful Metrics
Ratios:
• # Quotes Won / # Quotes
Sent
• Labour Cost / Sales
• Receivables / Last Month
Sales
• Average Invoice Size

21. Actual Visit: Leading from Behind
Idea Whose Time Has Come
“For now and into coming decade
or so, the most effective leaders
will lead from behind, not from the
front” – Nelson Mandela
• Organization needs to be willing
to test new ideas
• Need attitudes and structures in
place to create together.
“For now and into
coming decade or so,
the most effective
leaders will lead from behind, not from the front”
--- Nelson Mandela

22. Actual Visit: Leading from Behind
Need attitudes and structures in
place to create together.

23. Actual Visit: Leading through Generations
Different Perspectives
• iGen
• Millenials
• Xennials
• Generation X
• Baby Boomers

24. Case Study: Over-Optimization
Defaulting questions to the correct
state saves time but leads to
auditing fatigue.

25. Boost #3
Refine your
action planning

26. Action Plans: Effective Action Plans
Link back to the franchisee-
created plan – where are they
on, and where are they off?

27. Action Plans: Active Listening
Franchising is 2nd or 3rd Career
• Give them your undivided
attention.
• Use body language to let them
know that you are listening.
• Provide feedback reflecting what
you have heard.
• Respond appropriately – make
sure they know if you don’t
agree.

28. Action Plans: Co-Creation
Participation enhances people’s
sense of power and dignity, thus
reducing the need to show power
through fighting management and
restricting production.

29. Case Study: McAlister’s
Raising the bar: Action plans are
now created to address higher-level
objectives and have managers
perform monthly facility reviews.

30. Boost #4
Optimize your
post-visit review

31. Post-Visit: Eliminate & Automate!
• Pictures uploaded during
visit, not in the hotel room at
night
• Different views of reports
means that there is no
double-data-entry for a
franchisee version.

32. Post-Visit: Engage the Home Office
Building Bridges
Share stories of appreciation – if a franchisee points out a home
office member, be sure to share with team members, who may
more frequently hear negative feedback.

33. Case Study: Shred-it
• Coaches would return from
visits with material that
violated brand standards.
• Worked with franchisees to
build custom materials that
would solve the same
problem.

34. Boost #5
Build a culture
of continuous
improvement

35. Continuous Improvement: Get Franchisees Involved!
• Have a goal.
• Realize that it is not all about
you.

36. Continuous Improvement: Get Franchisees Involved!
• FAC
• Technology
• Marketing
• Regions

37. Continuous Improvement: Technology
Leverage data-driven insights
such as system-wide
weaknesses to drive training
content.

38. Continuous Improvement: Self-Assessments
Put the tools in place so that
franchisees can audit
themselves, or have their store
managers perform the audits
for them.

39. Case Study: Tutor Doctor
Net Promoter Score Program –
10-point jump in score to 75!:
Annual award and quarterly
celebration of franchisees who
had the highest scores, along
with tips on webinar, newsletter
and Facebook.

40. Visit Process
Pre-Visit Day Of Action Plan Post-Visit Continuous
Improvement

41. Free eBook Giveaway
Free eBook
FranchiseBlast.com/5boosts

42. jkealey
jkealey@franchiseblast.com
Jason Kealey, P. Eng., CFE
President and Co-Founder
Thank You!
Stefania Sigurdson Forbes, MBA
Sr. Marketing Director
stefaniasigurdson
ssigurdsonforbes@franchiseblast.com
FranchiseBlast.com/5boosts