Multi-Unit Franchisee Insight - Innovation & Operational Involvement

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 give your team room to innovate and experiment?
I don't get involved in my employees' day-to-day operations, but I act as their safety net if they need one. Ultimately, I'm their biggest cheerleader. That's my main role. I absolutely encourage experimentation and innovation within the guidelines of my franchise agreement. I know that most innovation in our industry comes from the field and from the franchise community. If I find a way to build a new restaurant with a lower budget, deliver quality food to guests more efficiently, or to cost-effectively reduce turnover I can certainly benefit from that, and our home office wants to hear about and capitalize on it. Franchisors who encourage franchisees to innovate and experiment ultimately benefit the entire system. It's a true win/win, but requires trust on both sides.

At your level, are you still involved in operations?
Very close. It's important to me that I know the nuts and bolts of the operation so I can help lead and advise our operations team. I never micro-manage. My director of operations and I talk religiously. She keeps me in the know regarding all aspects of the business, which allows me to focus on my role. In our business, and with the metrics we have at our fingertips, like guest counts, Net Promoter Scores, and turnover, it's easy to see when a location is struggling and needs assistance.
 Jake Alleman, multi-unit operator of Another Broken Egg Café and Chicken Salad Chick

How do you give your team room to innovate and experiment?
Sometimes I delegate the responsibilities and allow most to cross-train in other areas.

At your level, are you still involved in operations?
Fortunately, I'm very close and make the operational decisions. Understanding what employees go through and the customer's experience is paramount.
 Jason Avant, multi-unit operator of Launch Trampoline Park

How do you give your team room to innovate and experiment?
Empowering them to come up with ideas and solutions to our everyday business challenges. It's okay to try something new and different as long as we can learn from the experience and get better while moving toward the ultimate solution.

At your level, are you still involved in operations?
From an ownership perspective, we are hands-on across all of our businesses. But ultimately, our goal is to let our people do what they do best and provide the support they need on a daily basis, leveraging our vast experience across disciplines to drive the business forward.
 Shirin Kanji, multi-unit franchisee of Rent-A-Centers, Marriott/Starwood, Hilton, Hyatt, BurgerFi, and Carstar

Continue reading part 2