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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:

Collaborate, Communicate, Grow: Franchise Relations Come To The Fore »

By Eddy Goldberg

Franchise relations are in the midst of powerful, fundamental change. Driven by the maturity of franchising, the rise of large multi-unit operators, the after-effects of the recession, and, most recently, external regulatory and political threats to the franchise model itself, franchisors and franchisees are working together more than ever before--and looking for ways to do it better.
In our conversations with multi-unit franchisees and franchisors, we found three overriding themes: collaboration, communication, and having a structure in place to facilitate them. Here's how some are working together for mutual gain.

Collaboration
In his 35 years in franchising as a franchisee of Great American Cookies, Doc Cohen has seen the brand trade hands from its founders to a private equity firm, sold to its chief competitor, and then sold twice more to private equity firms...

Feature Story:

BrightStar Care Husband-and-Wife Make A Perfect Team »

Multi-Unit Franchisee

Jeff Tews and Susan Rather first met on a Multiple Sclerosis charity cycling ride. They immediately hit it off. Marriage came next and the couple had only been married for about a year when they entered a new venture as franchisees in the home care field. Together they own five BrightStar Care locations through their Madison, Wisc.-based company, which consistently performs at the top of the brand's franchise chain.
"We knew we had great communication, but we sure didn't want to mess anything up," says Rather. "We went in with eyes wide open. The advice we got from other couples was to clearly define who is going to do what. Over the years, we have melded that a bit."
Tews, after 33 years in the banking and telecom industries, was seeking a change of pace from the corporate world...

Feature Story:

David Gronewoller On His People-Centered Formula »

Multi-Unit Franchisee

David Gronewoller is president of GC Partners, a Winston-Salem-based company that operates 12 Golden Corral locations in North Carolina, South Carolina, and Florida. You might consider him an employees' employer. With more than 20 years of franchise experience, he believes "more in the man than the method" in overseeing his family-style restaurants. This people-centered formula for success has spilled over into the neighborhoods his restaurants serve.
Gronewoller's commitment to the community is far-reaching: in 2013, his restaurants served and delivered 1.1 million fresh meals to senior citizens in five counties. It's also personal: when his mother was battling pancreatic cancer under home hospice care, Meals on Wheels delivered food to the family's Colorado home...

Feature Story:

Franchisees Testify NLRB Actions Could Shut Them Down »

Multi-Unit Franchisee

Two franchise business owners urged Congress to address regulatory overreach by the National Labor Relations Board (NLRB) to expand the definition of what constitutes a joint employer during a hearing February 5 before the Senate Health, Education, Labor and Pensions (HELP) committee. The franchise business owners testified that recent actions by the NLRB would significantly undermine their ability to operate and sustain their businesses - potentially forcing them to close down. 
At issue is the recent NLRB recommendation to upend the decades-long, well-established joint employer definition. Should the NLRB expand the definition of joint employer to include a franchisee's national brand, it would destroy the franchise model - leading to industry consolidation and, ultimately, to store closures and a loss of jobs, economic activity and entrepreneurial investment...

Feature Story:

Don Smith Not Afraid To Take Risks »

Multi-Unit Franchisee

Don Smith was the first - and is currently the largest - Valvoline Instant Oil Change franchisee in the country. He is CEO and co-founder of Boston area-based Henley Enterprises, which operates 197 Valvoline Instant Oil Change locations coast-to-coast, with 20 more of the quick lube stores in the pipeline.
In 2012, he orchestrated the purchase and successful rebranding of 72 EZ Lube oil change service centers in Southern California, the largest single acquisition in industry history. The deal, which included many distressed properties and just as many naysayers (including within Valvoline) was a "big piece to bite off," says Smith.
"We went in a little bit blind, but we knew we could do it," he says. "It definitely confirmed that the model that Valvoline has put together--and we have influenced that model--can work virtually anywhere in the United States...

Feature Story:

ServiceMaster Franchisee Shows No Sign Of Slowing Down »

Multi-Unit Franchisee

When Paul Berg graduated from high school he set out on his own to tackle the world and succeed in business - and that's just what he did.
Today, at age 64 he is still going strong, and has spent the last 21 years in franchising. He purchased his first ServiceMaster franchise in 1997. He had built up his business portfolio to include 3 ServiceMaster territories and one Furniture Medic territory in southern California and Arizona. But at a time when many people are enjoying retirement, Berg still has growth on his mind. This past December he added another Furniture Medic territory in Riverside county.

Name: Paul Berg
Title: Owner/President of Furniture Medic by SMAP San Diego, Calif.; Imperial County, Calif.; Yuma, Arizona
No...

Feature Story:

Chris Moore Is Meeting Community Needs In Multiple Ways »

Multi-Unit Franchisee

Chris Moore, a multi-unit Watermill Express franchisee, is in the enviable position of knowing exactly who his customers are, what they want, and why--and where--they want it. This has allowed him not only to become a successful franchisee with 92 water purification vending kiosks across the Houston area, but also to contribute to the community in an unusual way.
"Our freestanding structures, often in the middle of a parking lot at a shopping center, allow people to get purified water gallons at a time and 24 hours a day. This works especially well in Sun Belt states, like Texas, Florida, and California," he says.
"Our primary customer is a person from another country who didn't trust the water system where they grew up and so always had to drink purified water...

Feature Story:

Jim Lager Has Become A Successful Franchisee And Mentor  »

Multi-Unit Franchisee

Jim Lager is not one to brag about himself, he'd rather shift the focus to his businesses. Over the years he's become adept at building strong businesses and creating environments where people excel. He admits he's "pretty good at taking lousy businesses and turning them into something." And, he's quick to add, "I'm not a 'maintain' kind of guy--I hire people to maintain. But helping people succeed is something I want to be remembered for."
Lager, a U.S. Army veteran and natural entrepreneur, knew he wanted to start his own business and work in a hands-on environment after his military stint in Germany. Back home, he earned an MBA from the University of Minnesota through the GI Bill, then signed on as Snap-On Tools franchisee in Plano, Tex...

Feature Story:

Alvaro Garcia Is On The Grow! »

Multi-Unit Franchisee

Alvaro Garcia already has 21 Jersey Mike's Subs locations in Southern California under his belt. And now he is in the midst of an aggressive 70-store development plan that matches an equally fierce work ethic.
The youngest of 10 children, Garcia was a teenager when he came to the United States from Managua, Nicaragua. He watched his single mother work ceaselessly at three jobs, seven days a week, including 12-hour shifts at a hospital on the weekend.
"She taught me to be honest, work hard, and not to depend on others," says Garcia, who got his start in the restaurant business (and his first job) at age 18 as a Domino's Pizza delivery driver in Alhambra, Calif. Within a year, he was managing that store and moved up the ranks quickly, first to supervisor and then to district manager...

Feature Story:

Nachhattar Chandi Beats Colossal Odds »

By Debbie Selinsky

Nachhattar Chandi says his story is one of overcoming "colossal odds" and the resulting "triumph" of coming to America to find success.
From walking 3 miles to school on India's dirt roads to founding and running a multimillion dollar business in his new country, Chandi believes his life embodies the American Dream. He came to the U.S. in 1991 and became a manager at a small gas station in Coachella, Calif. Three years later he owned the station and converted it into his first ARCO am/pm franchise.
Since then, Chandi, with his wife Susana and four children, has continued to build the business, creating hundreds of jobs in his Southern California communities. Today, the 43-year-old operates 17 ARCO am/pm locations, 3 Del Tacos, 6 Express Tunnel Car Washes, and one Subway...

Feature Story:

The Secret To Getting Things Done »

By Rowdy McLean

What's the difference between those that do and those that don't?
After decades of asking myself and thousands of others that same question, I have come to the conclusion that your success comes down to just one thing.
Whether you're trying to lose weight, save money, climb mountains, win a grand final, run a marathon, get a promotion, pretty much anything! One thing sets the winners apart from the losers, the achievers from the underachievers, the successful from the unsuccessful.
I have watched thousands of documentaries, read thousands of stories, and interviewed thousands of people and in every single case it's the same.
It's not having a positive mindset (although that helps), it's not having a secret formula (although having a plan helps), it's not where you were born or where you went to school, and it's not who your friends are or how much money you have...

Feature Story:

21 Going On 70: Taking A Deep Dive With Jersey Mike's Subs »

By Helen Bond

Alvaro Garcia epitomizes the proverbial American dream. With 21 Jersey Mike's Subs locations in Southern California already under his belt, Garcia is in the midst of an aggressive 70-store development plan that matches an equally fierce work ethic.
The youngest of 10 children, Garcia was a teenager when he came to the United States from Managua, Nicaragua. He watched his single mother work ceaselessly at three jobs, seven days a week, including 12-hour shifts at a hospital on the weekend.
"She taught me to be honest, work hard, and not to depend on others," says Garcia, who got his start in the restaurant business (and his first job) at age 18 as a Domino's Pizza delivery driver in Alhambra, Calif. Within a year, he was managing that store and moved up the ranks quickly, first to supervisor and then to district manager...

Feature Story:

Keep It Simple: Customer Service And The Simple Stuff »

By Lisa Ford

Every organization has a chance to deliver a positive customer experience. That experience has many starting points and touch points along the customer interaction. Each touch point will affect the customer's perception of your business and even their loyalty.
To remain competitive, take a look at the simplest of interactions and decide how those interactions represent your company. The simple stuff came to my attention with some recent experiences. As I was checking out at a national retail chain, the employee at the register answered the phone. Here is what she said, "It's a great day at the Dunwoody Large Chain Store, this is Corrine, how can I help you?" Whew! Do you think the customer wanted to hear all of that? And do you think the employee wants to say it multiple times a day? The customer is poised and ready with their question but instead have to wait out this long greeting...

Feature Story:

To Protect And To Serve: Sam Anabi Has A Track Record Of Helping Others »

Multi-Unit Franchisee

Sam Anabi has always gained satisfaction from helping others. The former La Verne, Calif. police officer found great fulfillment in law enforcement before an injury changed his career-path. He had actually purchased his first gas station back in 1991 while still in training at the L.A. Sheriff's Academy. In 2001, Anabi left the force to focus on his gasoline retailing business. Today he operates more than 200 Shell stations in California, along with 10 Del Tacos and 13 Subways.
Anabi says his experience as a police officer has greatly influenced how he operates his business. "Being a police officer for so many years allowed me to become very keen and intuitive toward different circumstances of people," he says. "I believe that it is our responsibility to reach out and help those around us in need...

Feature Story:

Winning Hearts: Keeping It Simple At Golden Corral »

By Helen Bond

When David Gronewoller was asked to be part of this "Dominators" issue, the Golden Corral franchisee expressed sincere surprise. "There are a whole lot of people more deserving of this," he replied.
President of GC Partners, a Winston-Salem-based company that owns and operates 12 Golden Corral locations in North Carolina, South Carolina, and Florida, Gronewoller is an employees' employer. With more than 20 years of franchise experience, he believes "more in the man than the method" in overseeing his family-style restaurants. This people-centered formula success has spilled over into the neighborhoods his restaurants serve.
Gronewoller's commitment to the community is far-reaching: in 2013, his restaurants served and delivered 1...

Feature Story:

First... And Still The Best: Don Smith Dominates The Oil Change Business »

By Helen Bond

Don Smith is an eternal optimist. And for Smith, the first and largest Valvoline Instant Oil Change franchisee, this positive outlook has paid off. Smith is CEO and co-founder of Boston area-based Henley Enterprises, which operates 197 Valvoline Instant Oil Change locations coast-to-coast, with 20 more of the quick lube stores in the pipeline.
In 2012, he orchestrated the purchase and successful rebranding of 72 EZ Lube oil change service centers in Southern California, the largest single acquisition in industry history. The deal, which included many distressed properties and just as many naysayers (including within Valvoline) was a "big piece to bite off," says Smith.
"We went in a little bit blind, but we knew we could do it," he says...

Feature Story:

Chief Executive Engager: 5 Ways To Spark Greater Employee Engagement »

By Nate DaPore

Engagement means a lot of different things to different people. To some it means happy, satisfied team members. To others, it means working with people who are dedicated and care about the future of the company. And to others, engagement means having people who go the extra mile every time and are enthusiastic and passionate about everything they do. Truth be told, it's all of those things. This kind of full-on engagement is far greater than the sum of its parts.
There's a reason there are nearly 300 million more Google search results for "engagement at work" than "engagement rings." If employee engagement were so easy, we wouldn't all be writing and reading about it. Think about all your team members. How many would you say are actively engaged? If you're like most folks I hear from, that number is nowhere near where you'd like it to be...

Feature Story:

PuroClean Franchisee Thomas Maguire »

Multi-Unit Franchisee

Thomas Maguire is a PuroClean franchisee in Spartanburg, South Carolina. His business has experienced success every year since he opened up 5 years ago. His business approach is to go above and beyond the call of duty by doing more - such as teaching his own continuing education classes, offering incentives to his employees, and helping other franchise owners. He's been recognized by the brand for his performance and growth.
He says, "I enjoy the satisfaction of putting someone's home or business back together for them and getting them back to the way that it was before the disaster."
Here's more about Thomas Maguire.

No. of units you own: 1
Age: 38
Family: Wife, Rosa, two daughters
Years in franchising: 5
Years in current position: 5

Personal:

Formative influences/events: My main influences consist of my education at the Citadel in South Carolina, serving our country through the U...

Feature Story:

Caring Couple: Longtime BrightStar Care Franchisees Flourish »

By Helen Bond

Jeff Tews and Susan Rather were married for just a year when they entered a new venture as franchisees in the home care field. The pair, who met on a Multiple Sclerosis charity cycling ride, make quite a team. Together they own five BrightStar Care locations through their Madison, Wisc.-based company, which consistently performs at the top of the brand's franchise chain.
"We knew we had great communication, but we sure didn't want to mess anything up," says Rather. "We went in with eyes wide open. The advice we got from other couples was to clearly define who is going to do what. Over the years, we have melded that a bit."
Tews, after 33 years in the banking and telecom industries, was seeking a change of pace from the corporate world...

Feature Story:

Brand Champion: Veteran Supercuts Franchisee Reflects On 35 Years »

By Eddy Goldberg

Brand Champion: Veteran Supercuts Franchisee Reflects on 35 Years

By Eddy Goldberg

Gary Grace's life in franchising has been marked by several major achievements and milestones, including the following:



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