Multi-Unit Franchisee Insight - Operations & Innovations

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?
The way I do that is with discipline. I am a professional delegator and delegate a lot of authority to my team. In fact, from an operational standpoint, there are things I have no idea how to do. However, I don't need to know how to do those things because my partners are the best at it, and I trust them. Just because I'm managing member doesn't mean I make all the decisions. I try to empower my team and delegate to them. We make decisions as a team.

At your level, are you still involved in operations?
I'm pretty far, geographically. However, because I have such great operational people I don't need to be in close proximity.
 John Clancy, multi-unit franchisee of Smoothie King & Planet Fitness

How do you give your team room to innovate and experiment?
This is a big one for my team. I love when our team members take it upon themselves to think outside the box. They know my door is always open, and some of our best practices have come from the least likely of people.

At your level, are you still involved in operations?
Twenty years ago, I was all hands-on, all the time. With growth has come less of that, but I try to be in a store or stores four times a week. It's always a challenge because at times I am pulled in so many directions, but I try to set a plan each week of where I need to be. I am pretty sure if you asked my key people, they would tell you I am relentless when it comes to operations.
 Lee Kleiner, multi-unit franchisee of Dairy Queen, Which Wich, & Garbanzo Mediterranean Fresh area developer

How do you give your team room to innovate and experiment?
I give them freedom to do things the way they think is right. I send them to train anywhere in the United States. I have sent employees to Texas, Florida, and several other states to learn new methods. I also do online training, in-house training, and training with Pentair in state.

At your level, are you still involved in operations?
I handle most of the operations myself. I am currently looking for a manager to help me with operations to take some load off my back and to give me more time to spend with my customers.
 Mike Sasseen, multi-unit franchisee of America's Swimming Pool Company (ASP)