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Feature Story:

Emotional Rescue: Understanding Relationship Dynamics In The Family Business »

By Jeff Faulkner

Recently one of my partners and I were facilitating a meeting between a father and his daughter to work through some mismatched expectations between them in the family business. We had already had several prep meetings laying the groundwork for aligning their expectations, which were all positive and headed in the right direction. They were both excited that we were going to be able to help them get some things out on the table, as they typically would avoid one another and leave issues unresolved.
However, once the meeting started, the dad took the opportunity to unleash on his daughter with unanswerable questions and acted like a prosecuting attorney trying to corner the defendant into a guilty plea. My partner and I were completely unprepared for this, and of course, the daughter was equally caught off guard...

Feature Story:

Anger Management: Handling Irate Customers And Difficult Situations  »

By John Tschohl

It's a tough job but somebody's gotta do it.
Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee's service skills. It can take you to your breaking point if you are not aware and careful. Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties.
With many employees a screaming irate customer will ruin their day. It's hard to keep motivated when 20 minutes into your shift a customer lets you have it. The bad news is most employees have never been trained to successfully handle these customers. Their ego gets in the way. They call management for support. In some call centers the employee just hangs up thinking no one will know...

Feature Story:

Recruiting And Hiring: Experts Offer 6 Ways To Use "Inboarding" To Improve Employee Productivity »

Multi-Unit Franchisee

Four out of five companies can testify that onboarding new hires leads to such positives as higher job satisfaction, better job performance, greater commitment to the organization, and stress reduction. According to the author of a new book on business trends, many companies are now doing the same for existing employees, a process called "inboarding."
"Inboarding is really just an extension of the idea of onboarding. There is no reason to think that it is too late for the rest of the roster who arrived after onboarding began or have already gone through onboarding," says Dana Borowka, co-editor along with Ellen Borowka of the new anthology Cracking the Business Code.
According to Larry Cassidy, a contributor to the new book, the purpose of inboarding is to set existing, rather than new, employees up for greater success...

Feature Story:

Talent Management: Hiring, Training, And Retaining Great Employees »

By Eddy Goldberg

The benefits of having employees who are better trained, more engaged, and who stay longer are clear. You might even call it the Holy Grail of HR. What's not so clear is exactly how to achieve that cherished goal. Some multi-unit operators rely on their franchisor-provided training, but that primarily teaches new hires about the brand and how to perform their job. Others supplement this with their own programs, adding training and education in customer service skills, teamwork, coaching, and their organization's values and culture. But not everyone has the resources--or the know-how--to do that.
One basic choice in how to hire, train, and retain top-performing employees is whether to do it in-house, or to outsource parts (or all) of their employee and management training...

Feature Story:

Come Together: CEO Shares Tips For Turning Wasted Meetings Into Fruitful Gatherings »

Multi-Unit Franchisee

In survey after survey company meetings get knocked by everyone from employees to senior executives as being among the biggest waste of work hours.
In one poll, by Office Team, 45 percent of senior executives said their firms would be more productive if they banned all meetings at least one day a week!
"The problem that often occurs - beyond the obvious, like lacking a clear agenda - is the underlying current of competition that each person brings to the table," says Berny Dohrmann, chairman and founder of CEO Space International, and author of Redemption: The Cooperation Revolution.
"Competition pulls people apart; cooperation brings them together. Signs that competition is causing unproductive meetings include one or two people dominating the floor; individuals touting their achievements; people consistently failing to contribute their ideas because they fear being criticized or ridiculed," he says...

Feature Story:

High Return Rate: Avoiding The Most Common Mistakes That Cause Employees To Leave »

Multi-Unit Franchisee

Employment rates in the United States are steadily increasing, meaning businesses are growing and, as a result, seeking the right talent to fit their teams. With all the positive growth, one thing business owners have to be cognizant of is the danger of employee turnover.
Terry Powell, founder of AdviCoach, a national provider of business coaching and advisory services customized for small- to mid-size businesses, says that "identifying the type of employee you want and how to reach that talent may be one of the hardest parts of the hiring process. However, once you know who you want to hire, it's important to have the systems in place to keep that employee happy to avoid costly 'repairs' down the line."
On average, turnover costs U...

Feature Story:

Healthy Choices?: Franchisees Have Only 6 Months To Comply With The ACA »

By Kerry Pipes

It's mid-2014 and nearly every American is required by the government to have health insurance coverage as outlined under the Affordable Care Act (ACA). However, multi-unit franchisees, who have been anxiously tracking the ACA, were granted a temporary reprieve and are not required to offer full-time employees insurance coverage until January 1, 2015.
But that's not stopping some franchisees from taking a proactive approach, offering their full-time employees coverage now. Others are taking a wait-until-it's-required approach. They both have compelling reasons.

Just the facts
The ACA was passed on March 23, 2010, upheld by the Supreme Court in 2012, and has been through more than 50 votes in the House to repeal, change, or otherwise weaken it...

Feature Story:

Corporate Culture Rules: The Right Culture Fosters Engagement, Loyalty, And Productivity »

Multi-Unit Franchisee

Corporate Culture Rules: The Right Culture Fosters Engagement, Loyalty, And Productivity

If you're the CEO of a company, the realization that much of what you do can be copied by your competitors may be distressing, but veteran sales manager, consultant, and business speaker Jack Daly says not so fast.
"Sure your competition copy what they can, but there are two things they can't: your people and your culture," says Daly, author of Hyper Sales Growth, (www.jackdaly.net).
"I specialize in corporate coaching and sales, the latter of which really counts on the talent and sustained motivation of the sales force. Even your best salesperson needs that extra shot from time to time, and the best way to ensure a driven team is to create a culture that fosters the results you want," he says...

Feature Story:

Franchisees In The Crosshairs: Seattle Passes $15 Per Hour Minimum Wage Ordinance »

Multi-Unit Franchisee

Franchisees in Seattle have been saddled with a new $15 dollar per hour minimum wage ordinance passed by the city’s mayor, Ed Murray. The new measure was just passed on June 2 by a unanimous vote of support from the city council. The ordinance, which begins on April 1, 2015, will be implemented over several years based on the size of the employer and the benefits offered.
The IFA and franchise groups are uniting against the ordinance. The IFA’s president and CEO Steve Caldeira said in a statement, “The Seattle City Council and Mayor Murray’s plan would force the 600 franchisees in Seattle, which own 1,700 franchise locations employing 19,000 workers, to adopt the full $15 minimum wage in 3 years, while most other small business owners would have seven years to adopt the $15 wage...

Feature Story:

Overcoming Excuses: 6 Ways To Gain The Edge And Meet Your Goals »

Multi-Unit Franchisee

Great people throughout history often fail, quite miserably, before finally reaching their goals, says international business strategist Dan Waldschmidt.
"Van Gogh sold only one painting during his lifetime; Winston Churchill lost every public election until becoming prime minister at age 62; Henry Ford went bankrupt five times; Albert Einstein was a terrible student and was expelled from school; Sigmund Freud was booed from a stage," says Waldschmidt, author of Edgy Conversations: How Ordinary People Achieve Outrageous Success, (www.EdgyConversations.com).
"Ideas, brilliance, genius - they all mean nothing without the guts, passion, and tenacity necessary to make your dream a reality. But often, people fall back on excuses and give up on trying to reach their goals...

Feature Story:

Re-Brand, Re-Model, Or Re-Train?: Improve Hiring And Training To Increase Sales »

By Nate DaPore

Over time, every brand evolves to stay relevant to its customers. You may not go through a corporate "rebranding" exercise to the extent that Wendy's, Burger King, or Arby's recently did, adopting a new logo, new store design, and/or new products. If you operate restaurants, think about it: at some point, did you add new items to your menu, redecorate your dining areas, or buy updated employee uniforms? All of these areas, along with your logo and name, combine into your unique brand. Changing just a few of these is a smaller version of rebranding.
Rebranding your franchise is expensive. The costs associated with designing, building, and rolling out a new logo, store design, signage, uniforms, packaging, and advertising (just to name a few) can cost large franchises millions of dollars and countless hours...

Feature Story:

Bankable Leadership: Great Leaders Develop Happy People And Bottom-Line Results »

By Dr. Tasha Eurich

Why won't my employees just do what I tell them? Why am I struggling to motivate my team? Why aren't they giving me the performance I need? If any of these questions sound familiar to you, you're not alone.
You've probably been promoted at some point because you're a competent technical professional. You know how to build a bridge, negotiate a deal, or justify a capital expenditure. But your technical skills usually won't help you be a better leader.
Effective leadership has an undeniable business value. In one study, Jack Zenger and colleagues ("How Extraordinary Leaders Double Profits") examined the best (top 10%) and worst (bottom 10%) leaders at a large commercial bank. On average, the worst leaders' departments experienced net losses of $1...

Feature Story:

In-House Or Out?: Focus On Your Best And Outsource The Rest »

By Eddy Goldberg

Franchising is all about outsourcing. Someone comes up with a great concept and essentially outsources its growth to franchisees so corporate can focus on its core task of system development. Why not take that idea and apply it to your own multi-unit organization? After all, if the prevailing wisdom at larger companies is to focus on their core competencies and outsource the rest, why should it be any different for you?
"The important thing to remember is to take on the responsibility for the things you do best. Outsource the things that are time-consuming or a challenge for you, so that you can focus on strategy and growth," says Sean Falk, a multi-unit franchisee with 12 units in the food sector.
Key questions in making a decision to outsource include: What are your core competencies? Can you afford it at this stage of development, or are you still feeling you have to keep doing it yourself? What should you outsource, when, and for how long? And perhaps most important: Can you let go?
Smaller and younger companies often don't have the $150,000 to $175,000 to hire an in-house CFO, or an in-house sales person at $60,000 to $80,000 a year plus 5 percent of sales...

Feature Story:

Creativity Under Pressure: 4 Ways To Come Up With Brilliant Ideas When The Pressure's On »

Multi-Unit Franchisee

Here's an intriguing idea from New York Times best-selling author and writing coach Michael Levin, "Creativity is a muscle; use it or lose it."
Levin says anyone can grow their creativity just like any other muscle. "I define creativity as 'the ability to develop great ideas while under pressure,'" he says. "Pressure creates diamonds, so why shouldn't it also create great ideas?"
But sometimes, pressure paralyzes creativity.?"I've experienced it when writing under deadline pressure and writing under the pressure of my own high expectations," he says. "Over time, I've developed several tricks to stimulate my creative muscle and help me come up with great ideas for whatever challenge I face - whether it's writing or figuring out how to arrange a busy family weekend schedule so that everyone's needs are met...

Feature Story:

Loyalty Deserves Rewards: Create A Rewards Program That Suits You (And The Customer!) »

By Jack Mackey

The best loyalty programs do four things:

Feature Story:

Corporate Culture: 4 Cultural Values And Behaviors Of Successful Companies »

Multi-Unit Franchisee

Whether you're launching a new business or wondering why your existing company isn't performing as well as predicted, longtime corporate executive Larry Katzen suggests taking a careful look at your business plan.
Did you include a section describing the workplace culture and the steps you'll take to foster that culture?
"When you look at why businesses fail, it almost always has something to do with the culture," says Katzen, author of, And You Thought Accountants Were Boring - My Life Inside Arthur Andersen, www.larrykatzen.com. "For nearly half of the startups that fail, incompetence is cited as the major cause, according to Statistic Brain. Tolerating - or not tolerating - incompetence is part of corporate culture."
Katzen, a former managing partner at one of the world's top five accounting firms, says his experience taught him a great deal about what kind of culture results in successful businesses...

Feature Story:

Come Together: CEO Shares Tips For Encouraging Productive Collaboration In Meetings »

Multi-Unit Franchisee

In survey after survey, company meetings get knocked by everyone from employees to senior executives as being among the biggest waste of work hours.
In one poll, by Office Team, 45 percent of senior executives said their firms would be more productive if they banned all meetings at least one day a week!
"The problem that often occurs - beyond the obvious, like lacking a clear agenda - is the underlying current of competition that each person brings to the table," says Berny Dohrmann, chairman and founder of CEO Space International, and author of Redemption: The Cooperation Revolution, (www.ceospaceinternational.com). 
"Competition pulls people apart; cooperation brings them together. Signs that competition is causing unproductive meetings include one or two people dominating the floor; individuals touting their achievements; people consistently failing to contribute their ideas because they fear being criticized or ridiculed," he says...

Feature Story:

Pardon Me, Is This Your Two Grand? »

By Nate DaPore

If you're not filing employee tax credits, it could be.

Do you know there is "free" money out there for your business, and that it is easier than ever to claim it? Last year alone, TaxBreak, a tax credit recovery and processing firm, discovered more than $200 million in available tax credits for clients. Many businesses don't take advantage of the tax credit opportunities available to them, for several different reasons.
Tax credits are designed to encourage businesses to provide job opportunities to groups such as veterans, those in a specified demographic, or those in a specific geographic area. To qualify, your business must have recently paid federal taxes and be for-profit. Businesses with hourly workers and high turnover tend to see the highest qualification rates...

Feature Story:

Giving Credit: 4 More Reasons Franchise Owners Should Explore Prepaid Expense Cards »

By Toffer Grant

Corporate prepaid credit and debit cards offer a new approach to managing day-to-day employee spending that, until now, was available only to the largest corporations. Unlike standard business credit cards, a prepaid expense card ensures employees never have direct access to the company’s business credit line. Employers no longer need to worry about exceeding credit limits or getting hit with late fees or interest charges.
Franchisees across a wide variety of industries across the globe are implementing prepaid expense cards to streamline their business expenses. Here are four more reasons to consider a corporate prepaid expense card program for franchise businesses.

1. Prepaid expense cards are less limiting than credit cards...

Feature Story:

Employee Credit: 4 Reasons Franchisees Should Explore Prepaid Expense Cards »

By Toffer Grant

As a franchise owner, your employees are likely making purchases on behalf of you and your business, which can conflict with the strong need you have to control expenses and limit risk. The dilemma here is that many franchise owners are uncomfortable handing over a business credit card to their employees.
Your comfort level when it comes to providing spend authority can be managed based on the type of tool selections you select. However, most options on the market for expense management are credit-based. These require a personal credit guarantee by the business owner to accept the responsibility of the debt if your company cannot pay. It's a big decision.
Companies with workers on the road now have a game-changing option: corporate prepaid expense cards...



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