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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:

Multi-Unit Master Franchisee Bill Sole »

Multi-Unit Franchisee

Bill Sole has been an Anago Cleaning Systems master franchisee for nine years. He opened his first franchise in 2005 in the Bay Area of Northern California, and today his commercial cleaning operation consists of 70 unit franchisees servicing more than 350 facilities in the Bay Area. The Anago Cleaning Systems is a commercial cleaning franchise brand that supports more than 35 master franchises and 2,400 unit franchisees throughout the U.S. and internationally.

Sole has just become the master franchisee for the Inland Empire area where he will service the counties of Riverside, San Bernardino, and Ontario. His blend of strong business acumen and years of running successful Anago Master Franchises in San Jose and Greater Oakland in the Bay Area have created the foundation to drive new business ventures in this market...

Feature Story:

He Likes To Teach: U.S. Army Vet Prefers A Hands-On Approach »

By Debbie Selinsky

Jim Lager doesn't talk about himself a lot, but will allow that he's "pretty good at taking lousy businesses and turning them into something." Also, he says, "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.
As he grew his Snap-On business, Lager noticed the similarities between Snap-On and Pirtek USA, a mobile hydraulic and pneumatic hose repair brand...

Feature Story:

American Dreamer: Sharing The Wealth With Employees And Community »

By Debbie Selinsky

Nachhattar Chandi is not exaggerating when he describes his story as one that began with "colossal odds" and resulted in "triumph."
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:

A Valued Leader: Craig Joy Takes Care Of Guests And His Employees »

Multi-Unit Franchisee

You'll find Craig Joy with his sleeves rolled up working alongside his employees at his Checkers restaurants in Florida. The multi-unit franchisee takes a people-driven approach to running his business and, as a result, maintains a very high retention rate for his employees.
His franchisor loves him too. "We're lucky to have him," says Checkers Vice President for Franchise Development Jennifer Durham. "Crew members look to him as an inspirational leader. He gives them an opportunity to grow more than the average fast-food job. He cares about his people and really gives them an opportunity to grow professionally."
And it's clear that Joy, Checkers' 2013 Franchisee of the Year, takes pleasure in new, more efficient ways to operate his six restaurants in the Tampa area...

Feature Story:

People Really Do Matter: Invest In Your People For Better Results »

By Nate DaPore

On a personal level, I bet 100 percent of you agree with me that people really do matter, but are you living it every day in your businesses? Based on a recent PeopleMatter Institute survey, 40 percent of businesses do not think they do a good job engaging their hourly workforce.
While managing the stress and logistical operations of a multiple location business, it can be easy to analyze and focus on productivity, efficiency, and sales to increase profits and remain successful. Streamlining processes, reducing overhead, and creating new marketing campaigns all can help you increase profits, but only to a degree. What truly separates the "good" from the "great" businesses is their people.

Your best untapped resource
Believing that your people really do matter in the workplace--and taking steps to show them how important they are to you and your business every day--will be a game changer for your company's success...

Feature Story:

Second Time Around: Husband-and-Wife Team Join Forces As Sport Clips Franchisees »

By Debbie Selinsky

Bobby and Lori Forrest came well-prepared for their second careers as multi-unit franchisees for Sport Clips. The couple grew up in Texas and met at Texas A&M University, where he graduated with a degree in engineering technology and she earned her master's in land economics and real estate.
As they approached 50 and decided to begin building their own business, they looked no further than the place where he gets his haircuts. "I was a customer and I liked the concept," he says. "We also liked their conservative approach of having franchisees continue to work their regular jobs until the shop was up and running. It took the pressure off the first couple of years while we were learning."
So after 27 years in sales and management with electronic components distributor, Bobby retired and joined forces with Lori, a commercial real estate appraiser, to buy two corporate Sport Clips salons and open a third...

Feature Story:

Franchise Development: Larry Lee Grows His McAlister's Restaurants From Texas Into New Mexico »

Multi-Unit Franchisee

Larry Lee knows a great location when he sees one. After all, he was in real estate and shopping center development before he became a franchisee.
"Great locations will offset everything else," says the Texan, who has 16 McAlister's deli locations open, with plans to add two dozen more by 2015 as he expands beyond his base in Texas and New Mexico. Lee first ate in a McAlister's at one of his San Antonio shopping centers. "No matter how great your marketing is, you can't market your way out of a bad location," he says.
Lee says his learning curve as he entered franchising was relatively easy. "Franchising was a little new, but I knew about the real estate, of course, and the financing requirements. Dealing with a franchisor was a little different but that's gone well, too," he says...

Feature Story:

Man Of Many Hats: Former NFL Pro Thrives With Lots Of Balls In The Air »

By Debbie Selinsky

When you look at the life and career of multi-unit franchisee Don Davey, you'll notice a pattern. From professional football (he was an NFL defensive tackle for 10 years) to his 20-unit ownership of Firehouse Subs franchises to the six Ironman competitions he's completed, everything requires discipline, tenacity, focus, and a competitive nature.
Sound tough? Not to Davey, who was named the 2013 IFA's Franchisee of the Year. In fact, he eats it up. "As an entrepreneur, I love being completely responsible for both our successes and our failures. It's stressful, but extremely rewarding," he says.
"Some people look at my life as hectic and chaotic," says Davey, who earned bachelor and master's degrees in mechanical engineering at the University of Wisconsin-Madison...

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:

Flight Path: Air Force Couple Splits Time Between Flying And Operating Mosquito Joe Franchise »

Multi-Unit Franchisee

Jeff Deiters, 50, is a Chicago-native who has been flying planes for as long as he can remember and spends a bulk of his time up in the sky. He and his wife, Annette, met at the Air Force Academy in Colorado Springs, CO, and are both veterans. After 22 years of flying for the United States Air Force out of Andrews Air Force base in Maryland - including flying Air Force One and many senator and cabinet members - Jeff is now a corporate pilot, flying for brands such as Under Armour and Choice Hotels. Annette flies Boeing 767s internationally out of Washington-Dulles airport for United Airlines.
While the couple still flies extensively, they wanted to fill their time on the ground with a supplemental business opportunity and started exploring new ventures for ownership...

Feature Story:

Raising The Service Ante: Location Analytics Validates A Wow Experience »

By Jack Mackey

Customer expectations today are dramatically higher, thanks to the likes of Amazon, Zappos, Southwest Airlines, Starbucks, Ritz-Carlton, and Chick-fil-A, to name just a few of today's customer experience leaders. Once your customers have exceptional experiences dealing with companies like these, their expectations are permanently raised. This means your business is evaluated in the customer's mind in comparison with the best businesses in the world. If you deliver just an ordinary customer experience, rather than a highly satisfying (wow) experience, your business is just average in the customer's mind. And your customer's repeat visit behavior will reflect that judgment.
SMG recently demonstrated how much more effective highly satisfying customer experiences are in driving return visits by using location analytics...

Feature Story:

Brand Builder: Big Expansion Plans Ahead For Multi-State Operator »

By Debbie Selinsky

Larry Lee had a built-in advantage when he leveraged his career in real estate and shopping center development to include franchising.
"Great locations will offset everything else," says the Texan, who has 16 McAlister's deli locations open, with plans to add two dozen more by 2015 as he expands beyond his base in Texas and New Mexico. Lee first ate in a McAlister's at one of his San Antonio shopping centers. "No matter how great your marketing is, you can't market your way out of a bad location," he says.
Lee says his learning curve as he entered franchising was relatively easy. "Franchising was a little new, but I knew about the real estate, of course, and the financing requirements. Dealing with a franchisor was a little different but that's gone well, too," he says...

Feature Story:

Cleaning Up: Joe Weiss Craves And Finds New Challenge In Chem-Dry Franchise »

Multi-Unit Franchisee

Joe Weiss is another one of those successful people who got started in the corporate world and did well. But there was something different he was seeking. So he began exploring opportunities in franchising and after 5 years working in the corporate arena for Verizon Wireless, he took the plunge and bought his first Chem-Dry franchise. That was in 2005. He now has 11 territories in Michigan where he's excelling in business and enjoying life with his wife and two children.


Name: Joe Weiss
Title: Owner
Company: Chem-Dry of Washtenaw, Chem-Dry of Livingston, and Chem-Dry of Northwest Wayne County
No. of units by brand: 11
Age: 40 years old
Family: Married to Elizabeth Weiss with two children, 7 and 4...

Feature Story:

Partners In Arms: IFA Teams Up With Job Creations Network To Defend Franchising »

Multi-Unit Franchisee

Franchising is fighting back.
Organized labor and activist groups have been hammering away at the franchise business way of life. But now the International Franchise Association (IFA) and Job Creations Network, an advocacy organization dedicated to educating employees about government policies that negatively impact their business, have formed a dynamic duo to help defend franchising.
The new partnership will provide IFA and its membership non-partisan education tools about how existing and prospective government policies affect their workplace, now and in the future.
"Millions of jobs and small businesses are now at risk due to the unprecedented nature of the recent National Labor Relations Board (NLRB) ruling that franchisors and franchisees can be designated as joint-employers," said IFA President & CEO Steve Caldeira, CFE...

Feature Story:

Del Taco Man: Franchisee, Franchisor, Family Man, Innovator »

By Debbie Selinsky

If Del Taco were a sports team, Paul Hitzelberger would not only be its MVP, he'd also be the GM and coach. For the past three decades, he's been on both sides of the business, as franchisor and franchisee, playing a leading role in helping the brand grow to more than 540 restaurants in 17 states.
After serving 15 years as chief marketing officer for Del Taco, he retired, but it didn't stick. In 2001, the Chicago-born entrepreneur started a new career as a franchisee, buying eight Del Taco locations in Utah. "The only partner I have now is my wife," he says, adding that he has an "outstanding" relationship with Del Taco and loves the product.
A former senior officer with General Mills and franchisor at Coast to Coast stores, Hitzelberger has earned franchisee accolades over the years, regularly posting the highest average volume within the Del Taco system...

Feature Story:

Against The Odds: ServiceMaster Franchisee Sets Records And Sails To Success »

Multi-Unit Franchisee

Dan Fry entered the world of franchising knowing very little about the business. He was warned of the odds of succeeding in a new business but he didn't let that stop him or hold him back in anyway. He excelled first as a ServiceMaster franchisee and became one of the brand's top 200 franchisees after only one year in business. He's maintained that growth rate over the last 12 years and has earned numerous franchise growth and excellence awards. His newest business venture is as a Furniture Medic franchisee and he's excelling again. He has already set a record for the highest first year revenue of any new franchisee and been recognized with the brand's Rookie of the Year Award.


Name: Dan Fry
Title: Owner/Partner
Company: ServiceMaster Advanced Restorations, LP
(Also: Furniture Medic by Wood Restore, LLC)
Location/Territory: Dallas/Fort Worth
No...

Feature Story:

Positional Power: 5 Ways To Find Common Ground With Your Business Partners »

By Dan Schneider

If you happen to be an active majority partner in a business, you may sometimes find yourself struggling for alignment with your minority partner or partners, especially if the minority partners are also involved in the business. They assume because they have some percentage of ownership that they may have the positional power to make unilateral decisions that move the business in a direction that suits their liking. In short, they throw their "weight" around; and they pay little attention to the unintended consequences of doing so.
If you currently find yourself in this position, here are some approaches that many have used successfully to get everyone moving in the same direction again. Your success with them will depend largely on how strongly you believe and how well you remember that the deceptive or coercive use of these principles can further complicate the situation...

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:

On A Mission: Michael Kulp Takes Care Of Business And His People »

By Debbie Selinsky

Michael Kulp thinks big. While some business executives are looking at what to cut because of rising payroll and healthcare costs, Kulp, president and CEO of KBP Foods, a $250 million restaurant company with units in nine states, is taking an "inverse" approach.
"We're using our growth as a vehicle to handle costs rather than shrinking the business down," says the 38-year-old Colorado native. "We're making sure that our growth and cash flow outpace the costs of healthcare and payroll." This approach illustrates what Kulp finds most rewarding about his job, he says. "Our mission is to develop our people personally, professionally, and financially."
With that goal in mind, KBP Foods, which includes nearly 300 KFCs, Taco Bells, and Long John Silver's, took another major step...



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