Is Your Franchise Flying Blind?

EOS Issues

How to Recognize and Address Your Core Business Issues.

Over the past several months we have highlighted the various components within the Entrepreneurial Operating System (EOS).

  1. Vision
  2. People
  3. Issues
  4. Data
  5. Process
  6. Traction

While each of the 6 components of the EOS Model is a separate entity, they inherently interact with each other in some capacity.  Each individual component needs to be solidly identified if the EOS is going to help the company’s health and growth.

For example, while most companies think that the Issues they are having are unique, in actuality there are only about 25 different Issues that companies have faced since the beginning of time.

Issues: IDS

Let’s examine one company in the news lately that lost close to $1 billion in the market because they failed to handle an Issue properly.  The company in question is, of course, United Airlines.  My purpose is not to get into a debate of the legalities (or illegalities) of what happened, but to merely show you how important it is to go through your own IDS (Identify – Discuss – Solve) for any Issues you might have. Let’s start with what happened within United’s chain of command that broke down so horrifically into a continuing PR nightmare.

From United’s website:  “We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this we need to have a product we are proud of and employees who like coming to work every day.

Our goal is to make every flight a positive experience for our customers. Our United Customer Commitment explains our specific service commitments so that we can continue a high level of performance and improve wherever possible. The commitment explains our policies in a clear, consistent and understandable fashion. We have detailed training programs and system enhancements to support our employees in meeting these commitments, and we measure how well we meet them.”

 

Very interesting…so what happened, what’s the Issue?  From what I’ve read in the various media posts, someone realized that they needed to get 4 crew members to Louisville for the next day.  They had a Process for this, eventually randomly selecting passengers to “volunteer” their seats. It’s still inconclusive as to if that Process called for having police “enforce” that policy.

Part of the process of identifying the key Issue here is to ask a few questions:

  1. Why a PR nightmare?
  2. What happened & What could have been done better to resole this Issue?
  3. Solution:  Analytical tools, Process modification, People

From our February e-newsletter on issues, “Only when the real root Issue is identified should you and your team begin the discussion phase.” What is the real Issue that United is facing?  I’ll suggest a few, but this list is by no means conclusive.

  1. Too much concern for the bottom line that Wall Street requires (Data component)
  2. Too little concern for their paying customers (a direct conflict with their Vision)
  3. Faulty Process
  4. Process driving People, rather than People driving Process

Hopefully, Oscar Munoz, the CEO of United is going to give more than lip service when he states his apology for ‘re-accommodating’ passengers. What happens over the next few weeks will be telling as to how seriously United takes this Issue.

What types of Issues are you facing within your company?  If you would like to have  an Issue Review Session with coach Thom Torode, click here to schedule.

Thom Torode is a NJ based Professional Executive & Business Coach and EOS Implementer. Having owned and operated over 5 different businesses he is currently the Managing Director for Sunrise Business Advisors.   Thom’s expertise includes working with those business owners who have plateaued getting them unstuck and back in growth mode. Additionally, Thom works with both franchisees and franchisors in helping them develop their leadership. Thom is also Director Consultant with BNI. When not helping business owners and their teams create the business and lives they want and need, he can be found following his kids activities.

 

Customer Retention Improvement for your Business

Improving Customer Retention

If you’re a business owner, then of course you want to do everything you can to not only gain new customers, but to keep your existing customers loyal to you. Unfortunately, customer retention isn’t always easy; customers may leave as a result of a bad experience with one of your employees, a bad product, or even a lower price offered by a competitor. While there are all kinds of customer retention strategies out there, there’s one that’s been proven to be the most successful.

Customer Retention Dartboard Perfect Dart Hit

Develop and Enforce KPIs Among Employees

Because the majority of customers who leave a business do so as a result of poor customer service, the single best thing that business owners can do to retain customers is to implement Key Performance Indicators (also known as KPIs) within the workplace. KPIs should be tied to a company’s goals and should be easily measurable. They should also be included in each employee’s contract.

Some examples of KPI’s that can directly improve your customer retention rate are benchmarks such as:

  • Response time to customer inquiries.
  • Time between receiving and order an fulfilling it.
  • Ratings on customer surveys.
  • Quality control levels on finished products.
  • The actual measurement of your customer retention

At the end of each quarter, all employees should receive a KPI review; during this review, managers and supervisors can determine whether or not each employee is meeting those key performance indicators as outlined. If not, then corrective actions may need to take place, additional training may be required, or the employee may not receive a special bonus or incentive.

On the other hand, if KPIs are met, then the employee should be rewarded in some way, whether it be financially or even just giving him or her some form of recognition within the workplace.

How KPIs Improve Customer Retention

There are many ways in which implementing and tracking KPI requirements among employees can help boost customer retention in any business. For starters, employees will have a greater incentive to deliver service to customers that reflects the values and goals of the company. As a result, customers are more likely to be satisfied with their service. After all, an employee will know that he or she could be reprimanded for not delivering the level of service expected and will strive for excellence as a result.

When it comes to customer retention in your place of business, you need to do everything you can to keep your customers around so your company can be as successful as possible – this is good for you, your customers, and your employees. Therefore, if you don’t have a KPI strategy in place among your employees, now is the time to start thinking about developing and implementing one.

For additional information contact: Sunrise Business Advisors

Thom Torode is a NJ based Executive & Business Coach. He has owned over 5 different businesses and is currently the Managing Director for Sunrise Business Advisors. Thom’s expertise includes working with those business owners who have plateaued getting them unstuck and back in growth mode. Additionally Thom works with both franchisees and franchisors in helping them develop their leadership. Thom is also Director Consultant with BNI. When not helping business owners and their teams create the business and lives they want and need, he can be found following his kids activities.

As the managing director of Sunrise Business Advisors, I have owned and operated a multitude of different businesses as well as holding senior management positions with a fortune 500 company. In addition to being a Certified Business & Executive Coach, I am also a Certified Franchise Coach, as well as Certified Guerrilla Marketing Coach and Trainer. Our philosophy is to provide coaching, mentoring, and advisory services to help business owners achieve the businesses, the teams and the lives that they’ve always dreamed of having. We accomplish this through a tried and proven process of learning and understanding your needs and we’ve always achieved high marks with our valued clients.

Additionally Thom works with both franchisees and franchisors in helping them develop their leadership. Thom is also Director Consultant with BNI. When not helping business owners and their teams create the business and lives they want and need, he can be found following his kids activities.

Franchise Growth Through Coaching

Franchise Growth does not just happen!

Want to see growth in your franchise business? If you choose to go the franchise route to build a business, you join with millions of successful business owners who find this a proven route to success. The franchise concept is designed to help you become your own boss, while eliminating many of the risks of the standard entrepreneurial start-up. Once purchased your franchise system, you should own the rights to a proven business model that offers a product or service with a proven track record. However, you’ll quickly learn that most franchise programs are designed to eliminate risk, not maximize your own return on investment. The truth is franchises fail at about the same rate as small businesses and much of the reason for this is a lack of the owner’s business skills. To see real growth in your franchise business you are going to have to sharpen your business skills as well.

The Growth of your Franchise is important

There is an old saying in business that says if you are not growing you are dying. A franchise unit that is growing generally indicates the underlying business and operations are running well. Growth + Profitability = a sustainable business! If you see growth in your franchise during good times it also gives you the needed room when times are less favorable.  Growth, second only to profitability is a key indicator for your business.

Standing Above the Crowd – Amp up your Franchise Growth!

Most companies who market franchises understand they are judged first by how many of their franchisees fail. While they want everyone to succeed at some minimal level, they work hard to ensure the number of failures is kept as low as possible. What this means to you is that even the best companies spend little time providing guidance to help you achieve more than the minimums called for in their formulas.

It is a fact, however, that many franchisors have the potential to generate far greater returns than they do. The reality of this fact is based on the stellar results achieved by many franchisors who turn to a franchise coach to help get the advice they need to exceed basic franchise formulas. To really see some accelerated franchise growth you need to surround yourself with a good team of advisers, and draw on resources beyond the franchisor’s system.

The reason this works is proven by the franchise approach itself. You basically buy a “business in a box” because you respect the knowledge and experience of the company offering you the opportunity. Likewise, there are franchise advisers who understand the insides and details of franchising as an industry, not just in the specific area of your own franchise. A franchise coach thus brings business knowledge and best practices to your franchise model or franchise business. The difference between running a mediocre franchise and running a successful one is much like the difference between buying an average job or owning an enterprise.

Measuring Franchise Growth the details, metrics and KPIs

Franchise Growth ChartJust as your own franchise is developed around a certain formula, there are additional formulas and factors that are involved in maximizing your success and total profits. Finding the right franchise mentor will expose you to a whole new world of invaluable insights, metrics, and Key Performance Indicators.

The franchise industry has thousands of examples of how vital this added layer of knowledge and experience is and how it adds value to your operation. If your franchise company has been around for more than four or five years, look closely: You’ll often see it within that organization.

Franchise Growth comes from specific activities

For example, you can find and compare two different franchises with similar demographics and market territories. One will be blowing off the doors with great sales and profits, with minimal internal hassles and employee turnover. The other will be struggling and barely able to keep those doors open financially and operationally. The gap between these two operations isn’t luck or some magic secret.

The reality is that the most successful franchisors often point to the decision to bring in a top franchise mentor as the point at which their businesses take off. Don’t rely on luck or your franchise company – take control of your destiny with the insights and solid advice you will find with a qualified franchise coach.

What to see real growth in your franchise contact Thom.

As the managing director of Sunrise Business Advisors, I have owned and operated a multitude of different businesses as well as holding senior management positions with a fortune 500 company. In addition to being a Certified Business & Executive Coach, I am also a Certified Franchise Coach, as well as Certified Guerrilla Marketing Coach and Trainer. Our philosophy is to provide coaching, mentoring, and advisory services to help business owners achieve the businesses, the teams and the lives that they’ve always dreamed of having. We accomplish this through a tried and proven process of learning and understanding your needs and we’ve always achieved high marks with our valued clients. Let us help you become a Franchise Success story.

Additionally Thom works with both franchisees and franchisors in helping them develop their leadership. Thom is also Director Consultant with BNI. When not helping business owners and their teams create the business and lives they want and need, he can be found following his kids activities.

Successful Franchise Leadership

What does it take to be successful in franchise leadership?

Despite your best efforts, your franchise may be struggling unsuccessfully to keep pace with others in the corporation. Insufficient sales performance, employee attrition, and organizational deficiencies can, of course, seriously impact growth and drive your operation to the bottom of the franchisees’ metrics chart.

Word cloud illustration franchise related

Franchise Coaching for Successful Franchise Leadership

Your corporation’s franchise development experts most likely approved your site selection due to comprehensive demographic data that indicates yours is a sound business environment. Therefore, you should probably start by assessing your franchise management method. Seek guidance from an outside management specialist, if necessary, to identify needed improvements and to most quickly develop your leadership skills to the level of your company’s most successful franchisees.

Quality

Presumably, your site receives products through a standard supply chain and/or other suppliers approved by the corporation. So, your product quality is likely consistent with that of the company’s other franchise units. If so, your consultant’s emphasis will probably center on potential issues in sales and customer service quality. An experienced consultant will evaluate your sales and service processes including lead nurturing systems, repairs and replacements, and customer satisfaction surveys, and will monitor your sales and service employees as they work with your customers to pinpoint issues impacting customer relationships.

Training

During the franchise discovery process, opportunities were probably arranged for you to interview some of the company’s experienced franchisees. If not, you should urgently call for these meetings and take full advantage of learning what others are doing well, especially in areas of operations in which you’ve identified weaknesses at your site. Of course, in extreme cases of low performance, advice from fellow franchisees or in-house franchisee training staff may only produce limited results. You and your team may need much more advanced support to achieve the strength of skills necessary to duplicate the success of your company’s best performing franchises.

Support

Your corporation’s franchise development staff probably spent abundant time with you and your new staff during the start-up phase providing franchise leadership training for you, your management staff, and your sales and service teams. A franchise management consultant will evaluate current performance by each team at your site and work with you to raise the value of these functions to your business.

Leadership

In a previous article I described what being a visionary leader is.

Demonstrate your purpose to build successful professional relationships with all who rely on the success of your business—customers, staff, your community, and your larger franchise organization. Your corporation has likely optimized your all-important web interface. So, focus on increasing external promotional efforts, and improve

Franchise Leadership

Franchise Leadership

systems for marketing to current customers. Make a positive working environment and commitment to excellence the priorities. After all, management’s attitudes tend to translate into customer service employees’ attitudes. Strive to inspire customers’ confidence and generate employees’ excitement about the business as your preferred method for building your brand! If you have determined that it’s time to turn to a business management expert specializing in working with franchises to coach you through to stable success, contact Sunrise Business Advisors for a complimentary Business Assessment Review (B-A-R).

Thom Torode is a NJ based Business & Franchise Coach.

He has owned over 5 different businesses and is currently the Managing Director for Sunrise Business Advisors. Thom’s expertise includes working with those business owners who have getting them unstuck and back in growth mode. Additionally Thom works with both franchisees and franchisors in helping them develop their leadership. Thom is also Director Consultant with BNI. When not helping business owners and their teams create the business and lives they want and need, he can be found following his kids activities.

The Key to Being a Great Visionary Leader

There are a variety of leadership skills out there, but visionary leaders are individuals who often receive the most success out of the endeavors.

Leadership Compass

Visionary Leader

These individuals can create and maintain a vision of a business and or organization that has not yet been created. This vision provides the owner with the will to work hard to achieve their goals, the passion to bring their vision to life, the creativity to adapt as times and technology advance, and the communication skills necessary to inspire their team and workforce to greatness.

Many people attempt to separate the creative process from the intellectual, but to be a truly great visionary leader, one must be able to think with both hemispheres of the brain. In order to effectively bring your creative ideas to life, one has to have the skills to apply this creative process to their whole organization. This individual will need the skills to bridge the creative with the intellectual while clearly articulating the value in their vision and empowering others to bring this idea to life. Having one or more of these skills allows the visionary leader to go after their creative endeavors in the most cost-efficient way.

While many tasks of the business process can be automated or delegated to other individuals, creativity cannot. These individuals are generally very charismatic and magnetic, providing them with the ability to manifest a vision, and delegate pieces of that vision to others. The goal of the visionary leader is to achieve company-wide adoption by planting the seed of an idea in the hearts and minds of others and watching the seed grow . This allows the visionary leader to hold on to the true picture without getting bogged down and losing their creative process. To do so, the visionary leader may set up an organizational structure or improve company hierarchy to ensure their vision is attainable.

Visionary leaders have a great talent for bringing out the best of people, and handling even the most challenging situations with grace and ease. This talent encourages all team members to rise up with a desire to pursue this vision and see it to fruition.

So how does one become a visionary leader? First you must begin to think like a leader. Practice visualizing and achieving goals in all areas of your life. Practice getting others excited about your vision and making them feel as though they are a part of something bigger and better.

It is also important to practice key leadership traits. Good leaders are:

Optimistic: Try to always look on the bright side of things, people should think of you as “that person who is never upset.”

Acceptance of Personal Responsibility: A good leader will not lay blame on others, complain or say “that isn’t my job” a great leader takes responsibility and performs a task to the best of their abilities.

Integrity: Having a strong since of integrity will earn the respect and admiration of others. Always tell the truth, and ensure you stick to a good sense of ethics and morals in all business dealings.

Communication Skills: Learn to enthusiastically communicate your thoughts and ideas. This shows confidence, and energy is infectious – which helps get others on board.

In the end, it does take a certain skill-set to be a visionary leader, but one does not have to be born with these skills. Keeping an open mind, and open heart and practicing good leadership skills in your daily life will naturally pave the way to becoming a visionary leader.

Sunrise Business Advisors is currently offering a limited number of Leadership Assessment Reviews, call 862-219-6890 now to schedule your review.

Thom Torode is an Executive & Business Coach based in New Jersey. He has owned multiple different types of businesses and is currently the Managing Director for Sunrise Business Advisors.  Additionally, Thom is a Director Consultant in the middle NJ region of BNI. When not helping business owners and their teams create the business and lives they want and need, he can be found following his kids activities.

Inspiring Greatness…Developing Success