RSS Subscribe
People

Every franchisee who relies on hourly employees has struggled with finding good, dependable staff and managers. There are some tricks of the trade, techniques, and processes that can help you interview better, hire smarter, train better, and retain longer. Successful franchisees are the ones with great employees who are passionate about the brand, its customers, the people they work for, and their own career advancement.

Find tips and insight from human resources experts, franchisees, and franchisors who know what it takes to hire, train, and retain top-performing employees.

Feature Story:

Multi-Unit Franchisee Bill Hall Elected Treasurer Of IFA »

franchising, leadership, dairy queen, multi-unit franchisee, investing, ifa

Longtime multi-unit franchisee and Multi-Unit Franchising Conference board member and former chair, Bill Hall, was named treasurer of the IFA at the board's summer meeting earlier this month. Hall has more than 35 years of franchising, financial management, and investing experience.
He has been a multi-unit franchisee of various brands since 1986 and is currently the CEO of Treats Investments, LLC, owner/operator of five Dairy Queen locations in Texas. He is also the CEO of Align Capital, LLC, a private equity firm in Austin, Texas, focused on investments for family offices. 
During his career he has also owned and operated community banks in Texas, independent restaurant concepts, various private equity operating companies, and real estate investments...

Feature Story:

Words Of Wisdom: Taking Care Of Employees »

Multi-Unit Franchisee

Brooke Wilson (and partner/husband Les)
Brands:  5 Two Men and a Truck

What are you doing to take care of your employees?  We recognize hard work, dedication, and loyalty.  Support their objectives and aspirations. Help them achieve their personal and professional goals.  Offer opportunities for advancement, and respect their wants if they are comfortable where they are.  We have brought in financial counselors to help them plan personal budgets to align with financial goals (like buying a new home, or paying for schooling).  We have provided training for business ownership and invested in business ownership via partnership in franchising.  

Feature Story:

Sibling Harmony: Leveraging Their Differences To Build A Company »

Multi-Unit Franchisee

In some ways, brothers Jesse and Charles Keyser, 39 and 35, are very different, and that's good. So are their three brands--Little Caesars, Sport Clips, and Oxi Fresh Carpet Cleaning--which also is good. They've built their business over the past decade, by leveraging Jesse's salesmanship and drive, Charles' operational skills and passion for food, and their combined social media savvy into a steadily expanding franchise company.
"Charles is my counterbalance," says Jesse. "He's a more conservative person. He makes sure I can go out and open doors at a quick pace without us getting into financial trouble. Before we sign a lease, we talk about it. If we both feel good, we do it. If one doesn't, we put it on hold."
Their division of duties has Charles in charge of operations for Little Caesars (their first franchise) and Oxi Fresh, which the brothers signed on with in 2014 after being impressed by the brand at the Multi-Unit Franchising Conference...

Feature Story:

Millennials Looking For More Purpose In The Workplace »

Multi-Unit Franchisee

Millennials have something of a mixed reputation when it comes to work.
Studies show that they aren't loyal to employers so much as to the job itself. They also want to find a purpose to their careers beyond making money - which is a pretty good thing, says Jackie Dryden, co-author with Bethany Andell of Get Your Head Out of Your Bottom Line: And Build Your Brand on Purpose.
Companies have had a front row seat in recent years for watching the difference between Millennials and previous generations, the latter being motivated more by traditional incentives, such as money.
"Millennials might be feeling the backlash of receiving negative press but they are right - a company must first start with purpose; then innovation and profits follow...

Feature Story:

Words Of Wisdom: Hiring, Training, And Retaining »

Multi-Unit Franchisee

Todd and Kelly Mulvahill, Owner/President/CEO; Owner/Secretary
Brands: 6 Papa Murphy's Pizza; 14, Gyro Shack

How do you hire and fire, train and retain?We always try to hire and promote from within with management whenever possible. We have not gone outside the company for management now for three years. When we have gone outside, we use Indeed as a media tool to find candidates. If I'm guilty of one thing, it is leading a horse to the water trough too many times thinking they will drink and they just don't. I tend to believe everybody is good. But sometimes it's just clear, an employee needs to go find their happiness somewhere else when company standards are not followed. We have a main store that we call our training store...

Feature Story:

Words Of Wisdom: Evaluating New Brands »

Multi-Unit Franchisee

Sunny Ghai, President and CEO, Ghai Management Services Co.
Brands: Burger King (60), Taco Bell (9), Corner Bakery Cafe (2), Blaze Fast-Fire'd Pizza (1), Chevron (3), Conoco-Phillips 76 (2), Arco/AMPM (2)

What do you consider when evaluating new brands?The two biggest things we look at when adding a new brand are product and people. The most important thing is that you can't sell something you don't like. That was the first thing that attracted us to Taco Bell, its a brand my family has thoroughly enjoyed for years. When choosing Blaze, we actually compared it to its top competitors and the product was clearly far superior. In fact, we were on the verge of going with a different fast casual pizza concept when a chance meeting brought us to Blaze...

Feature Story:

Packaging A Punch: NFL Vet Invests In Title Boxing Club »

By Kerry Pipes

Former NFL linebacker Bryan Scott has two things on his mind these days: 1) building a successful chain of Title Boxing Club franchises in the Atlanta area, and 2) overseeing the company he co-owns, Noene USA, which sells a line of high-tech, ultra shock-absorbing insoles. If his track record is any indication, he'll be successful.
Scott was a second round draft pick of the Atlanta Falcons in 2003. He spent the next decade in the NFL playing defensive back and linebacker for the Falcons, New Orleans Saints, and Tennessee Titans before winding up his NFL career with the Buffalo Bills. Like most athletes who reach the professional level, he says he loved it and was honored to play successfully for so many years. But unlike many of his peers, Scott knew there was life after football...

Feature Story:

Former NFL Linebacker Tackles Title Boxing Club »

Multi-Unit Franchisee

Bryan Scott spent a decade in the NFL backing up his defensive line. But when his playing time began to wind down he got prepared for life after football.
These days, the successful franchisee has two things on his mind: 1) building a successful chain of Title Boxing Club franchises in the Atlanta area, and 2) overseeing the company he co-owns, Noene USA, which sells a line of high-tech, ultra shock-absorbing insoles. Based on his track record, he'll be just fine.
Scott was a second round draft pick of the Atlanta Falcons in 2003. He spent the next decade in the NFL playing defensive back and linebacker for the Falcons, New Orleans Saints, and Tennessee Titans before winding up his NFL career with the Buffalo Bills. Like most athletes who reach the professional level, he says he loved it and was honored to play successfully for so many years...

Feature Story:

Breakfast Market To Heat Up In Next Few Years »

Multi-Unit Franchisee

Nobody needs to tell Americans that breakfast is the most important meal of the day. The statistics tell the story. The consumption of breakfasts and morning snacks is forecast to grow faster than the U.S. population over the next few years, reports The NPD Group, a leading global information company. Total breakfast occasions, in- and away-from-home, are forecast to grow by 5 percent through 2019, ahead of the expected population growth of 4 percent. Annual morning snack occasions per person have increased by 17 percent over the past six years, according to NPD's continual tracking of U.S. eating behaviors.
The need for speed, affordability, and portability are the reasons why morning meal traffic, which includes breakfast and morning snack, at traditional quick service restaurants has been growing...

Feature Story:

Winning Combination: Pizza And Subs Fuel Growth For Jerry Heath »

By Kerry Pipes

When we last profiled Jerry Heath in 2010, the Michigan native was busy operating 11 Hungry Howie's pizza restaurants and had recently become involved with Jimmy John's, opening 5 units. As you might expect with an entrepreneur in the franchise business, things have changed.
"I've sold two Hungry Howie's, relocated my first store, and opened one new store," says Heath. "I've also remodeled two of my older locations and will have the rest of them remodeled by the end of 2016." But it's with the Jimmy John's brand that things have really taken off for him. He's more than doubled his number of units since 2010, opening six new Jimmy John's with another scheduled to open within weeks. In all, he now operates 9 Hungry Howie's and 12 Jimmy John's (with two more set to open, one in May and one in June)...

Feature Story:

Huntington Learning Center Franchisee Selected As 'America's Star Franchisee' »

Multi-Unit Franchisee

Brian Riddick thinks a lot of the value and power of education. So much so that he purchased and began operating Huntington Learning Center franchises in Oregon, Texas, and Washington. He's seen how the tutoring services he offers can lead to real change in people's lives. And now he has been recognized by CNBC and their research partner Franchise Business Review as one of the nation's top franchisees.
Only one franchisee in each state was identified as being one of America's Star Franchisees. Riddick owns Huntington franchises in Bellevue, Washington and San Antonio, Texas, and previously owned centers in Boise, ID, and Beaverton, OR. Huntington Learning Center was the only tutoring company included in the America's Star Franchisees listing...

Feature Story:

Brands To Believe In: Going Long With Popeyes And Captain D's »

By Debbie Selinsky

Numbers and research notwithstanding, veteran franchisee Brian Smith chooses his brands using his gut instincts. "I like to go with things I believe in and know I can sell," says the Arkansas family man.
That's why it wouldn't be surprising to find the jovial Smith on any given day attired in his Mossy Oak camouflage attire while he chows down on seafood at Captain D's or chicken at Popeyes Louisiana Kitchen in his hometown of Springdale, Ark. Smith is an avid outdoorsman and hunter and longtime fan of Mossy Oak camouflage clothing, so when the company began to market real estate specializing in selling farm hunting land and other rural property, he got on board in 2008.
"I didn't even have to clean out my closet because I've always worn Mossy Oak...

Feature Story:

"Compassion" & "Empathy": Powerful Words In Customer Service »

By John DiJulius

I think the two most powerful words employees need to have permeating through their consciousness are "compassion" and "empathy." When you genuinely serve with compassion and empathy, your customer service is on a completely different level. The challenge is, How do you teach compassion and empathy? How do you make them more than just buzzwords and platitudes?
The top world-class customer experience organizations constantly put their employees in the shoes of the customer. When your employees really understand the plight of the customer--what the customer is going through, their daily battles--it starts to crystallize for them the critical importance of the customer experience they deliver, as well as the level of genuine caring they show each customer...

Feature Story:

Sport Clips Franchise Partners Are "Top In America" »

Multi-Unit Franchisee

Arizona multi-unit franchisee partners Jared Lee and Val Hill had already won their brand's top award this year, and now they've been recognized by the new CNBC "Top Franchisees in America" report.
The two business operators first met at Brigham Young University before going on to become co-workers at Intel. They went out on their own in 2005 and have now operated Sport Clips franchise locations for 10 years. They own and operate 18 locations in the Phoenix metro area. Lee and Hill say they love the brand and how it caters to men and boys and offers what Hill calls "a little guy pampering."
Hill says of the brand, "I liked the fact that they weren't looking for experienced hairstylists as franchisees. They wanted people with business experience, and that's what Jared and I had...

Feature Story:

Burgers, Buffets, And Pizza: Securities Dealer Finds Security In Franchising »

By Debbie Selinsky

Mills Sinclair is a man living life on his terms. He's equally at home on the golf course at his Arizona home in Scottsdale, on the beach at his Mexican vacation home, or sitting in a corner of one of his restaurants on Sunday "watching families interact in ways they don't often do anymore."
A Chicago native who grew up in Arizona, he also has the best of both franchising worlds: he's not only a franchisee of Sonic Drive-In in Oregon and Golden Corral in Arizona and Idaho, he's also the franchisor of his own brand, Abby's Legendary Pizza, in Oregon and Washington.
Sinclair comes from a family of inventors (his grandfather invented the first vending machine to sell hot coffee), but as a young man he gravitated to finance. He earned his degree from Arizona State University in 1969 and went to work for Young, Smith and Peacock, an investment banking and brokerage firm that was a member of the New York Stock Exchange...

Feature Story:

One Brand Beyond: Multi-Brand Stars Keep On Shining »

By Kerry Pipes & Eddy Goldberg

Anyone who's operated a franchise business knows it takes a lot of hard work to attain (and maintain) a high level of success and profitability. Life changes dramatically with expansion from 1 or 2 to 5 or 10 units and beyond, with new challenges presenting themselves at each stage of growth.
Multi-brand franchising, a growing trend for some time, has many important advantages, most notably diversification, which spreads risk across different geographies, industries, and economic cycles. Signing on with different systems allows operators to learn from the best and apply those lessons across different brands, while some thrive on the stimulation and variety that working with several brands provides.
We all know business is really about people--the people who start businesses, the people who work in those businesses, and the people who buy from those businesses...

Feature Story:

Franchisee Earns Highest Overall Guest Response In Brand's History »

Multi-Unit Franchisee

Cassandra Stokes has been a Newk's Eatery franchisee for just two and a half years, but she is already making restaurant history with the 101-unit chain. Stokes' Sekots Too LLC was chosen as Newk's Eatery's Franchisee of the Year due to high performance in a variety of operational categories, including zero leadership turnover and the highest overall guest response in the chain's 12-year history. Stokes was presented the award during the Newk's Eatery Convention last month.
Stokes spent 26 years in the military before redirecting her education and training in hospitality management to franchise ownership. After investing in a successful Wingstop franchise in Nacogdoches, Texas in 2007, Stokes stumbled upon the Newk's Eatery brand years later while on a family trip in Longview, sparking a desire to bring Newk's to her hometown...

Feature Story:

Southern Hospitality: Multi-Brand Host Keeps Tourists Well Fed »

By Debbie Selinsky

Brent Collier earns his bread and butter from tourism. His 16 restaurants from 7 different brands offer something for everyone--from a fun or romantic fondue dinner at The Melting Pot to Sunday afternoons for the family at Golden Corral.
Collier is a restaurant baron in an unusual market: a 25-mile stretch of an Eastern Tennessee tourist area that includes Dollywood, the mountain resort city of Gatlinburg, and Great Smoky Mountains National Park, the most-visited national park in the country. The area attracts around 15 million tourists a year, and Collier estimates that about one-third of them eat at one of his restaurants.
"Probably 90 percent of all our business is tourist-based. They'll come four or five times a year--many have a time share or a vacation home around here--and they'll stay for three or four days on average," says Collier, a Sevierville, Tenn...

Feature Story:

Buffalo Wild Wings Zee Going Big »

Diversified Restaurant Holdings, Inc. (DRH) was already the largest franchise operator in the Buffalo Wild Wings system, and now the group has opened its 63rd location. The newest restaurant just opened in Bradenton, Florida last month in a 6,000 square-foot space featuring seating for more than 200 inside and out, and the STADIA format, an open-space, stadium-like design that provides easier game viewing and socializing.
DRH now operates 63 Buffalo Wild Wings restaurants in key markets throughout Florida, Illinois, Indiana, Michigan, and Missouri. The company also owns and operates 19 Bagger Dave's restaurants in Indiana, Michigan, and Ohio.
DRH President and Chief Executive Officer Michael Ansley said, "The opening of our newest Buffalo Wild Wings restaurant advances our growth strategy, which is focused on expanding our Buffalo Wild Wings restaurant portfolio...

Feature Story:

Moving Targets: Franchisees Respond To Changing Markets »

By Helen Bond

When retired Air Force Lieutenant Colonel Tim Hershberger signed on as a franchisee with Dickey's Barbecue Pit in Florida, the 30-year military veteran was already focused on the customers he knew best. And his military ties have helped jump-start his first nongovernmental venture.
His first Dickey's, in Pensacola, is one of three planned restaurants that will cater to current and former military members in the Florida Panhandle, home to Naval Air Station Pensacola and Eglin Air Force Base in nearby Fort Walton Beach. Military customers will receive a 15 percent discount, and catering orders are delivered to the bases free of charge.
"We will continue to refine our strategies to get better at what we do," he says. "We will always cater to the military because I believe what they do is vital to the safety of our nation...


Learn More

Multi-Brand 50    

Multi-Unit Franchisee Magazine

Issue II, 2016

Multi-Unit Buyers Guide    

2016 Multi-Unit Buyers Guide

Special Edition

Top Opportunities »

A Franchise Update Media Group Production
Franchise Update Media | P.O. Box 20547 // San Jose, CA 95160 // PH. (408) 402-5681
Copyright © 2001 - 2016. All Rights Reserved. Site Hosting Provided By: wishVPS on FUMG3

In Loving Memory Of Timothy Gardner (1987-2014)