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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:

High Flier: Gina Puente Makes Life Tasty For Travelers  »

By Kerry Pipes

Innovation in non-traditional locations defines Gina Puente's approach to business. When we profiled her in 2010, she told us how her family business, Puente Enterprises, had created La Bodega Winery, a winery in an airport, in the mid-1990s. She also had a half-dozen other concepts going in the Dallas/Fort Worth International Airport. We caught up with her recently and she's been at it again.
In 2013, Puente created and launched Sky Canyon by Stephan Pyles, a unique restaurant that serves contemporary Texas cuisine along with a dose of Southern hospitality and charm. It too, of course, is located in an airport--one at DFW and another at Dallas Love Field. She likes to say her company's "unique-ability" is to create and adapt new, innovative concepts into non-traditional environments...

Feature Story:

Michael Tucker Expands With Dickey's Barbecue Pit »

Multi-Unit Franchisee

Michael and Margarita Tucker already own the Dickey's Barbecue Pit location in La Quinta, California and have now just signed a development agreement to open three more stores in Indio, Moreno Valley, and Redlands in 2016. The California expansion is on for the franchisee and the franchisor.
Tucker is no stranger to franchising or success. The California entrepreneur owns several franchises of the Dallas-based convenience store brand 7-Eleven. He's even won 7-Eleven's prestigious Retailer Initiative award for three consecutive years. He says he's eager to expand with the Dickey's brand.
"I have been a business owner for most of my life, but the support I receive from Dickey's makes all the difference," says Tucker. "Dickey's is not only a fun and happy place to work, it has systems and processes in place to support franchisees and is committed to our success...

Feature Story:

Burger Kingdom: Arby's Ex-CEO Returns To His Multi-Unit Roots »

By Debbie Selinsky

Tom Garrett breaks down his 30 years with Arby's--first as an assistant manager, then as the brand's largest franchisee, and finally as CEO of the franchisor--this way: "I like to say that 25 of those years were great, 3 were mediocre, and 2 were miserable--in that order."
In mid-2005, Garrett was president of RTM Restaurant Group (operator of 775 Arby's in 22 states with sales of nearly $800 million) when it was acquired by Triarc Companies (franchisor of the Arby's brand). Following the sale, he became COO of Arby's at a time, he says, when the company was "overleveraged in an economic crisis." However, he adds, the time he spent there, before exiting as CEO of Arby's Restaurant Group in early 2010, was ultimately worthwhile. "I can't say it was fun, but those 5 years made me tougher and smarter and better prepared to go back to what I love: being a multi-unit franchisee...

Feature Story:

Baskin-Robbins Grows And Offers  »

Baskin-Robbins, has signed development agreements with two franchise groups to develop three new ice cream shops in Banning and Temecula, Calif., over the next few years. But the brand has also just launched a unique new development strategy by creating a "ready-to-operate shop" for potential franchisees.
New franchise group M DB Enterprises, LLC, led by husband-and-wife team Hemant and Hemlatta Bhakta, plans to develop one new shop in Banning. Hemant previously held several positions with Baskin-Robbins before deciding to open his own shop. The new Banning location is planned to open at the end of this year.
Gary and Maria Yarbrough have been Baskin-Robbins franchisees since 2011 and plan to develop two new shops in Temecula. They currently own and operate a Baskin-Robbins in Chula Vista and are developing a second location in the area, which is slated to open in April...

Feature Story:

HuHot Franchisee Turns To Private Equity »

Multi-Unit Franchisee

HuHot Mongolian Grill's largest franchisee has just been acquired by private equity investment firm Sun Capital. The Omaha, Nebraska-based CCW, is the franchisee of 21 HuHot restaurants across the Midwest, including locations in Iowa, Nebraska, Kansas, and South Dakota.
"CCW has built a strong business on a unique concept, and we're excited to partner with this experienced management team to build on their tremendous success," said Marc Leder, co-CEO at Sun Capital. "The company is well positioned for continued, substantial growth."
Sun Capital's Managing Director Anthony Polazzi added, "We see significant opportunity for CCW to expand with the HuHot brand and beyond. We are actively exploring development partnerships with fast-casual franchisors, as our focus will be on working with the business' outstanding operating team to scale this single concept franchisee into a multi-concept platform...

Feature Story:

Common Terminology: Franchisors Should Speak The Same Language »

By Paul Wilbur

Franchising is full of creative entrepreneurs and marketers. With creativity, however, comes the desire to explain franchising in terminology that differentiates a brand from its peers.
Take for example a model FRANdata has defined for years as the Area Representative Growth Model. This model uses intermediaries (area reps) to sell and support franchisees in a territory, but those intermediaries do not contract directly with franchisees. We've come across at least 10 different names for this model, including regional director, regional developer, regional manager, regional services, master franchisee, master franchisor, area franchisee, area director, area developer, and area representative. This is a terribly confusing situation for prospective franchisees, lenders, suppliers, and the industry overall...

Feature Story:

Van Jakes On Franchising After Football »

Multi-Unit Franchisee

Van Jakes spent 8 years playing football in the NFL. He was a cornerback for the Kansas City Chiefs, New Orleans Saints, and Green Bay Packers. He says he enjoyed playing football at the professional level and thrived on the competition.
When it came time to retire from the game in 1991, he wasn't looking to sit back and take it easy. He felt that there was more to do. The budding entrepreneur started investigating business opportunities that eventually led him to franchising, and eventually to the McDonald's brand.
"I knew I wasn't done building my nest egg," says the 54-year old Jakes. "And I wanted to be a good steward of my financial resources." But, he says, he didn't foresee himself doing so by opening "Van Jakes' Hamburger Stand...

Feature Story:

IFA Battles Seattle's Minimum Wage Law »

Multi-Unit Franchisee

The International Franchise Association is appealing Seattle's minimum wage law all the way to the Supreme Court. Last week, the organization filed a Petition for a Writ of Certiorari, asking the United States Supreme Court to review the decision of the Ninth Circuit in the Seattle Case.
The association says the law's discriminatory provisions harm franchisees.
IFA and five Seattle franchisees sued the City of Seattle in June 2014, seeking to block portions of the city's law to increase the city's minimum wage to $15 an hour. The plaintiffs asked the court to enjoin the city from treating franchisees as large, national companies rather than the small, locally-owned businesses that they are.
"The controlling Supreme Court precedent and the conflict among the decisions of the federal circuit courts have proven that a Supreme Court review of the Ninth Circuit's decision is the appropriate next step," said IFA President & CEO Robert Cresanti...

Feature Story:

Lottery Winner Becomes Franchisee »

Multi-Unit Franchisee

Upon winning a mega lottery like this month's $1.5 billion Powerball, you typically hear stories of winners putting their earnings toward buying a new home or a luxury car. While there are a million ways to spend the winnings, the key is to make smart investments that enable you to maintain and grow your fortune. Jason Fry, owner of four successful Batteries Plus Bulbs stores in Florida, would testify that franchising is one worthwhile investment.
After winning $47 million in the 2008 Florida state lottery, Fry did what most overnight millionaires would do: he bought a boat, an Escalade, a Shelby Mustang, a motorcycle, and a house in Ft. Myers. He also made several business investments, including acquiring a Batteries Plus franchise store in 2009...

Feature Story:

Golden Opportunity: Jewelry Wholesaler Turns To Franchising And Shines »

By Debbie Selinsky

Annie Aggarwal, whose parents Renu and Bharat Aggarwal moved to Texas from India in 1989, recalls her extended family's surprise in 1997 when her mother decided to use her savings to purchase a Subway franchise in Houston.
Her mother Renu, who had been a full-time housewife, had saved funds from selling 22-karat gold jewelry from India wholesale to upscale jewelers in Houston and Dallas. She heard about Subway and franchising and decided that being a franchisee would be lower risk than selling jewelry, a "golden ticket" sure to take care of her family in the future.
Despite her husband's initial hesitance, the mother of two, who spoke minimal English and some basic Spanish, went ahead with her plan. Today she owns 55 Subways in Texas and New York, and to diversify, recently added Wing Zone in Houston...

Feature Story:

Right Time, Right Place: Parlaying Military Experience Into Franchise Success »

By Debbie Selinsky

Scott Richburg, a former U.S. Army National Guard officer and owner of an engineering consulting firm, smiles when he recalls the learning curve he faced when he bought his first Sport Clips franchise in 2003. "Learning to relate to and communicate with hair stylists took some time," he says. Twelve years and 14 additional salons later, he's clearly figured that out.
As with many in the business, his transition into franchising began with a haircut--and a bit of good luck and timing. "When I went into a Sport Clips for a haircut, the experience just blew me away," he says. And he was ready, even eager, for a change.
"I didn't want to do engineering any more and was looking for something else to do. In a twist of fate, I was talking with a banker friend who'd heard from a business broker selling Sport Clips franchises...

Feature Story:

Cambridge Franchise Holdings Adds 42 Burger Kings In Southeast »

Multi-Unit Franchisee

Cambridge Franchise Holdings is becoming a major player in the Burger King system by taking on another 42 BK locations in the Southeast U.S. The growing restaurant and real estate company also just added 5 All-in-One convenience stores to its holdings.
Cambridge Franchise Holdings bought the restaurants and convenience stores from Mirabile Investment Corporation, which is owned by real estate developer and restaurateur Joseph Mirabile. All the acquired properties are located in Tennessee, Mississippi, and Arkansas.
“Joe Mirabile built a phenomenal business with a focus on operations and restaurant quality,” said Ray Meeks, CEO of Cambridge Franchise Holdings. “We are excited to work together with our new team members and are committed to maintaining the high standards of operations and development set by Joe and his team...

Feature Story:

What State Is Your Employee Handbook In? »

By Daniel Mormino

One size does not fit all in today's environment
This column looks into the use of employee handbooks by multi-unit franchisees, particularly those originally drafted by the franchisor or by a third party operating in a different state from the franchisee's territory.
I begin by exploring the definition of "employer of record"--and how it can help shape expectations for a multi-unit franchisee, specifically relating to employer liability in an evolving regulatory landscape. Second, I summarize the rationale for why employee handbooks should come directly from the employer of record. Third, I offer a recommendation that could help mitigate potential vicarious employer liability and minimize the risks of future claims that parties acted as joint employers...

Feature Story:

Pair Of Aces: It's Important To Work With A Franchisor You Trust »

By Debbie Selinsky

Mary and Ferrel Freer often finish each other's sentences. That's most likely because the Flagstaff, Ariz., couple have been married 49 years--and for most of that time have worked together as franchisees for brands including Sizzler, Del Taco, and Hampton Inn & Suites.
The winners of the 2015 MVP Influencer Award for a Husband & Wife Team
say they've learned a lot about franchising over the years. After 43 years together as franchisees, they are ardent supporters of the franchise business model and continue to influence and inspire younger team members working in their 16 units in Arizona and Colorado. Their advice to would-be franchisees is to find a franchise home where they "have a voice."
"It's important to work with a franchisor you trust...

Feature Story:

Gina Puente Loves Airports! »

By Kerry Pipes

Gina Puente has made innovation and non-traditional locations a critical part of her formula for business success. Back in 2010, she told us how her family business, Puente Enterprises, had created La Bodega Winery, a winery in an airport, in the mid-1990s. She also had a half-dozen other concepts going in the Dallas/Fort Worth International Airport. We caught up with her recently and she's been at it again.
In 2013, Puente created and launched Sky Canyon by Stephan Pyles, a unique restaurant that serves contemporary Texas cuisine along with a dose of Southern hospitality and charm. It too, of course, is located in an airport--one at DFW and another at Dallas Love Field. She likes to say her company's "unique-ability" is to create and adapt new, innovative concepts into non-traditional environments...

Feature Story:

Helping Hands: Dedication, Hard Work Pave The Road To Success »

By Debbie Selinsky

During the 10 years Kevin Herman worked as a physical therapist providing home care in the Philadelphia area, he heard plenty of stories from patients about the kinds of assistance they needed--and their difficulty in finding those services. So when he heard about Senior Helpers from a friend, he was interested.
"I was already working with the exact people who would benefit from what Senior Helpers does," he says. "And I was impressed by the ease with which the brand allowed me to start and run my business."
Herman also saw a void in what local assisted living facilities provided, and designed a program that provides additional caregivers to those facilities to support the staff with resident overflow and other needs. That innovation so impressed Senior Helpers President Craig Leonard that the brand is now working to implement it across the country...

Feature Story:

Recruit, Retain, Repeat: How To Find, Hire, And Keep The Best Employees »

By Helen Bond

When it comes to hiring, BrightStar Care franchisees Maureen and Peter Moore count on more than just credentials to get the job done. The Moores, BrightStar's 2014 franchisees of the year, estimate that for every 10 applicants, only half make the cut to interview for a position with their in-home care business that serves Norwalk, Bridgeport, and Southbury, Conn.
"Of those five, three get hired, and of those three at least one is gone within two weeks because they don't show the type of attitude in the field that we expect," says Peter Moore. Their company, with nearly 200 employees, practices a rigorous supervision schedule to oversee staffers in the field that exceeds franchise requirements.
Recruiting and retaining high-quality employees has always been a winning business formula, but these days the right hires--so crucial to the bottom line--are harder to find, despite the growth of job-finding websites...

Feature Story:

Tom Garrett Is Beginning Again With Burger King »

Multi-Unit Franchisee

Tom Garrett spent three decades with Arby's--first as an assistant manager, then as the brand's largest franchisee, and finally as CEO of the franchisor. It was mostly a good ride, he says.
In mid-2005, Garrett was president of RTM Restaurant Group (operator of 775 Arby's in 22 states with sales of nearly $800 million) when it was acquired by Triarc Companies (franchisor of the Arby's brand). Following the sale, he became COO of Arby's at a time, he says, when the company was "overleveraged in an economic crisis." However, he adds, the time he spent there, before exiting as CEO of Arby's Restaurant Group in early 2010, was ultimately worthwhile. "I can't say it was fun, but those 5 years made me tougher and smarter and better prepared to go back to what I love: being a multi-unit franchisee...

Feature Story:

The 5 E's: Customer Engagement Is A Contact Sport »

By John DiJulius

Don't just tell your employees to be present or to provide genuine hospitality without telling them Make it black-and-white, and make it measurable. One of my favorite hospitality systems for making a customer connection is the "5 E's": 1) eye contact; 2) ear-to-ear smile; 3) enthusiastic greeting; 4) engage; and 5) educate.

Feature Story:

Two New Franchisees Sign On With DreamMaker Bath & Kitchen »

Multi-Unit Franchisee

The DreamMaker Bath & Kitchen remodeling franchise has just added two new franchisees to its roster. Jay Nutting and Michael Pinkerton completed their training at the Waco, Texas, headquarters in December and are taking over their new territories.
Nutting's franchise is in Kenosha, Wisconsin, and will be known as DreamMaker Bath & Kitchen of the Southern Lakes. Meanwhile Pinkerton purchased the Colorado Springs, Colorado, franchise from Mark and Deb Witte.
The two new franchisees are the first since the brand launched "major system improvements with our franchise marketing support, EMT2, expanded coaching department and updated sales and productions system," according to a company statement.
Nutting is a Wisconsin native with a corporate America background...


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Issue II, 2016

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2016 Multi-Unit Buyers Guide

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