Multi-Unit Franchisee Insight – Innovation & Operations

We talk to successful multi-unit operators constantly 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?
Our team is on the same page when it comes to our goals and priorities, so I trust them to experiment and bring new ideas to the table that will help us grow and better serve our patients and customers. This could be a simple update to a current process or the start of a new project. I surround myself with smart, innovative team members, so I expect them to challenge my thinking to propel the business forward.

At your level, are you still involved in operations?
We’re a small, lean business, so I’m heavily involved in operations alongside my team. I’m not a micromanager. I give my team space to do their jobs. I feel it has to be a collaborative environment, where each team member is valued and contributes to the day-to-day success of the business. I subscribe to the old saying, “The devil is in the details.”
Bill Noble, multi-unit franchisee of Pearle Vision

How do you give your team room to innovate and experiment?
We are in a franchise system, so it’s hard to innovate with new products. That said, our teams come up with new smoothies all the time that are fun and exciting and they always recommend them to the guests. Any ideas they have, we always listen to and allow them to try in their store. If it’s a winning idea, we always try to roll it out!

At your level, are you still involved in operations?
Very close. Every day I am in the stores and on the phone talking to teams and vendors, trying to achieve excellence.
Andrew Weinstein, multi-unit operator of Smoothie King

How do you give your team room to innovate and experiment?
One of my favorite ways to encourage my team to think outside of the box and come up with solutions is to answer their questions with a question. When a team member approaches me with a problem or for permission to try something, the best answer is sometimes not to provide an answer. I simply turn the question back on them and let them provide me the answer.

At your level, are you still involved in operations?
My director of operations handles daily operations. She has been working with me for years and has honestly exceeded my abilities in terms of operations. She and I meet on a regular basis to strategize and brainstorm, but she executes our business strategy with her regional management and management team.
Tracy Bouwens, multi-unit franchisee of Scooter’s Coffee