Multi-Unit Franchisee Insight - Hiring, Firing, Training, and Retaining

We talk to successful multi-unit operators regularly here at Franchise Update Media. These busy on-the-go people share great insight and wisdom with us through our profile stories in Multi-Unit Franchisee magazine. Here, from our archives, are some insightful responses from some of these franchisees.

How do you hire and fire, train, and retain?
Culture is a huge part of success in any industry, and we live it out every day. We sat down as an entire team and mapped out our company culture together. My overall strategy is that I'm always recruiting. Everywhere I go, I look for positive people who love children, have certain skill sets, and, most important, share our values and mission of forging a path that leads to a brighter future for all children. Retaining employees is tied directly to management. It's our responsibility to establish a positive and healthy work environment and make our staff feel they belong and are valued, which often makes them stay. All employees are looking for companies that will invest in them and offer a path for them to grow.
 Pratiksha Rigley, multi-unit franchisee of Primrose Schools

How do you hire and fire, train, and retain?
Take time to hire the right person. Know the new team member or manager has to make the right decision too. It is not only an employer's decision: the applicant also has to make the right decision. Regardless of whether you hire the individual or not, get back with the applicant as soon as a decision is reached. Remember, they were a customer first and you want them to remain a customer. I feel this way even when we terminate or someone resigns: keep them as a customer. Use the tools to train them as well as possible. Do not short-term their training. In the restaurant business you must train them correctly the first time. There is no time to retrain!
 Bill Byrd, multi-unit franchisee of KFC, Taco Bell, and Capriotti's Sandwich Shop