Multi-Unit Franchisee Insight - Hiring, Firing, Training, & Retaining Employees - Part 3

We talk to successful multi-unit operators regularly here at Franchise Update Media. These busy on-the-go people share great insight and wisdom with us through our profile stories in Multi-Unit Franchisee magazine. Here, from our archives, are some insightful responses from some of these franchisees.

How do you hire and fire?
Our goal is to hire slowly and fire quickly. However, circumstances don't always allow us to work that way. We have learned over time the qualities we want in good, solid full- or part-time staff, and that leads to a very deliberate process. The few times we've had to fire someone, it has been because of gross misconduct or lack of performance. In the former circumstance, the decision and the execution were rapid. In the latter, we held the employees accountable and then let them come to the realization that they weren't getting the job done. This has led to them leaving by mutual agreement or by resigning.

How do you deal with problem employees?
Firing squad. No seriously, if they haven't committed a grievous offense, we will manage them out of the business in a methodical manner.
 Kellie Watts, multi-unit franchisee of Wild Birds Unlimited

How do you hire and fire?
All our technical staff go through an in-person interview that I still do. If they pass, my district manager schedules a technical interview where they perform a haircut. She then hires them or gives them advice on what they need to work on. The local shop manager does the terminations after consulting with us and our district manager.

How do you train and retain?
We have a 6-hour new hire class for all incoming employees. We also offer continued industry education for all our employees. Education ranges from product knowledge to changing trends in the industry.

How do you deal with problem employees?
We try to find out what they are motivated by. If we can get to the root of what that individual wants, we are usually able to get them going in the right direction. If they're beyond saving, we let them know we want them to be happy so maybe we're not the best fit.
 Kyle Sleeth, multi-unit franchisee of Floyd's 99 Barbershop

How do you hire and fire?
The district manager conducts an interview along with viewing resumes. Fire the same way you hire, with hospitality and benevolence.

How do you train and retain?
We use the corporate-mandated training for all of our employees. However, I put my own personal touch to how I present it. I have created videos where I am speaking to new hires so they feel like they are getting a special Vernon Davis welcome. I like to hold quarterly calls with my Jamba team to go over all updates and hot topics. It also gives them a time to connect with me and provide the excitement of meeting with a boss who happens to be a celebrity.
 Vernon Davis, multi-unit franchisee of Jamba Juice