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Human Resources

Feature Story:

Added Value: Is Your Leadership Personality Helping Or Hurting Your Business? »

By Sally Hogshead

As an entrepreneur, you're often the face of your company, and your ability to capture attention, to fascinate others--clients, employees, strategic partners, influencers--can make or break a business. Every time you communicate, you're doing one of two things:

Feature Story:

Implementing The Affordable Care Act »

By Benjamin Geyerhahn

What franchisees need to know about the ACA rollout

The Affordable Care Act (ACA) has introduced widespread changes to the healthcare landscape. It has increased the availability, quality, and affordability of health insurance for the general population, regardless of age, gender, or pre-existing medical conditions.
The ACA has also altered the guidelines for employer-sponsored insurance, which has thrown many small- and mid-sized businesses for a loop.
In 2015, the ACA employer mandate will require employers with 50 or more full-time employees (defined as an average of 30-plus hours per week) to offer a minimum coverage health plan at affordable rates (less than 9.5 percent of an employee's household income).
Additionally, companies with 200 or more employees are required to automatically enroll employees in employer-sponsored insurance with a waiting period of no more than 90 days...

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...


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Issue II, 2016

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2016 Multi-Unit Buyers Guide

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