Part 2: Your Accountability Gap Could Be Costly

By: Kendall Rawls
Published: March 26th, 2025

For part one, click here.

Accountability isn't about micromanaging or instilling fear; it's about creating clarity, ownership, and a culture where employees take pride in their roles. Let's return to Miguel's story.

When he opened his tenth location, he thought he had everything figured out, but over time, the cracks began to show.

Avoid micromanagement

One of Miguel's biggest fears was that enforcing accountability would lead to micromanaging. He didn't want managers to feel like he was watching their every move, but he also couldn't afford to be hands-off anymore.

To strike the right balance, he:

• Created structured accountability checkpoints, such as monthly performance reviews
• Allowed managers the freedom to solve problems while tracking KPIs to ensure consistency
• Built a culture where employees self-reported progress instead of waiting for top-down enforcement

This approach gave managers ownership while ensuring accountability stayed intact.

Using technology

Miguel quickly realized that he couldn't be at every location every day, but his data could.

By implementing franchise management software, he:

• Monitored sales, labor costs, and customer feedback in real time.
• Identified struggling locations before problems spiraled out of control
• Used task management tools to ensure managers stayed on top of key responsibilities

However, technology alone wasn't enough. Miguel also needed a strategy to prepare for "what-if" scenarios, such as staffing shortages, supply chain disruptions, or economic downturns. That's when he turned to scenario planning, a method that allowed him to anticipate challenges and develop contingency plans.

If you want to ensure your franchise network is prepared for unexpected challenges, check out this scenario planning guide to learn how to build resilience into your business strategy.

Technology gave Miguel the visibility he needed without micromanaging, and scenario planning gave him the foresight to stay ahead of potential risks.

Culture of accountability

At the end of the day, Miguel knew that accountability had to become part of his company's DNA.

To reinforce accountability lover the long term, he:

• Recognized and rewarded high-performing managers. Top locations received bonuses and public recognition.
• Encouraged peer accountability. He created manager roundtables where leaders shared best practices and held each other accountable.
• Led by example. By demonstrating accountability himself, he set the tone for his entire organization.

Within a year, his franchise network had transformed. Customer complaints dropped, employee engagement improved, and profitability rebounded.

Competitive advantage

Miguel's story is proof that accountability isn't just a management strategy; it's a business growth strategy.

If you're a multi-unit franchisee, ask yourself:

• Do all my locations operate at the same high standard?
• Are managers empowered to take ownership of their results?
• Is accountability a natural part of my franchise culture?

If the answer isn't a resounding yes, it's time to take action.

Miguel learned the hard way that accountability is the key to scaling successfully. The good news? You don't have to wait for problems to pile up before making a change. Start implementing these strategies today and take control of your franchise's future.

If you want to see if your franchise is truly set up for long-term success, take this three-minute growth and succession readiness assessment to find out where you stand and what you need to do next.

Kendall Rawls with Rawls Succession Planners knows and understands the challenges that impact the success of a complex, privately held, and family-owned business. Contact us today to arrange a consultation and discover how we can empower you to overcome obstacles and achieve lasting success. Whether you're navigating regulatory shifts or striving to build a top-tier team, we're here to help you thrive in today's multi-unit franchising landscape. For more information, visit seekingsuccession.com or email kendall@rawlsgroup.com.

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