What can make or break a franchise is customer service. A successful franchise focuses on creating an unrivalled customer experience that keeps the customer’s satisfied and coming back for more. The key to perfecting your customer service is good employees.
Without dedicated and skilled employees you’re setting your franchise up for failure. Franchisees who treat their employees well will find their customers are also treated well. Unfortunately, many franchisees struggle to retain staff long term. Often this is because a franchise job is not considered a career.
Learning how to manage and motivate your employees is a great way to reduce the turn-over rates and improve your customer service.
Share the franchise philosophy and operation knowledge
Regardless of the type of franchise you own, sharing the company philosophy and operation knowledge is required to run a successful business. Your employees need to know what is required to operate a winning franchise. They need to understand the roles and responsibilities of not only their position, but others in the team. They need to have a clear understanding of the brand and what the company stands for, so they can represent the franchise to the best of their ability.
Don’t skimp on the training
Typically, the franchisor will train the franchisee and one other member of the business. This could be your spouse, business partner or manager. Training of individual employees is left up to you. If you want to succeed, you need to impart the training you received as well as your experience and expertise onto your staff. To do that, you need to allow significant time for the employees to assimilate the information and tasks at a gradual rate, not simply on their first shift. Give them time to familiarise themselves with the operation manuals. Demonstrate how you want things to be actioned and allow them to repeat it with you. Continue to provide ongoing training so your employees can feel valued and get better at their job over time.
Foster a positive culture and working environment
Buying a business 101: Make your working environment and culture a positive one! If your employees enjoy coming to work, they’ll work harder for you. A positive attitude starts with you and your franchise management. Maintain good, honest relationships with your employees and be sure to acknowledge when they’re doing a good job. Stamp out negative behaviour like harassment or bullying as soon as it occurs. Meet with your employees regularly and allow each member to contribute with feedback about the working environment, business structure or customer service.
Create an incentive program for your employees
Building a dedicated staff requires continual focus on your behalf. Establishing an incentive program is one way to encourage your employees to work harder for the success of the business. By providing incentives your employees will reap the rewards of your success too and they’ll want to achieve more. In addition to individual incentives, such as a financial bonus, setup some group incentives like a weekend away or a dinner. That way, they’ll work harder as a team to encourage and push each other to do a better job. In the long run this will result in a stronger and more successful crew.
If you’re a franchisee chasing success, managing your employees and creating a positive working environment is vital.