STEVE OLSON – MODERATOR

Franchise Update Media

LANA DALEY – DIRECTOR OF OPERATIONS

FAST START PROCESS

INTEGRATED FRANCHISE SUPPORT FOCUS: UNIT LEVEL ECONOMICS

Operations Outside Sales &

Sales Management

Training Marketing Technical Support IT Support

• Field Business Consultants

• Annual Financial Benchmark Survey

• Custom Financial Review

• Business Planning

• Personnel Management

• Operational Efficiencies

• Board Groups

• Sales Management Training

• Sales Training • Conference

Calls • Online Training • Annual Outside

Sales Summit • Custom Sales

Planning • One-on-One

Coaching

• Initial Training • Regional

Training • Online Training • Mentor

Program • Conference

Calls • Annual

Convention • Town Hall

Meetings • On-on-One

Coaching

• Marketing Service Managers

• Marketing Audits

• National Ad Fund

• National Accounts Team

• Workflow Efficiency

• Technology Audits

• Equipment Maintenance

• Graphic Trouble Shooting

• Focus on Improving Efficiencies

• Website • Send-a-File • Online Proofing

System

Board Groups

Business Planning

Custom Financial Review

Field Business Consultants

Custom Sales Planning One-on-One Coaching

Online Training Mentor Program

One-On-One Coaching

Marketing Service Managers Marketing Audit

Workflow Efficiency Technology Audits

Send-a-File

Online Proofing System

OUTSIDE SALES & SALES MANAGEMENT COACHING AND SUPPORT

Hiring

Finding Outside Sales Tools and hiring the right salesperson

Calculator Determine the right compensation package

Training Sales process and sales management training

Sales and Planning Developing goals

Sales Management Tools to monitor and manage sales staff

TWO WAY COMMUNICATION TO: FOSTER ENGAGEMENT AND BUY IN

National Advertising Council Franchise Advisory Council Special Task Forces and Committees Management team spending time face-to-face with franchise partners Field Business Consultants Connect with Catherine Calls Annual and special / as-needed surveys Board Groups Regional Town Hall meetings Annual Convention Outside Sales Summit

CONNIE BOLTINGHOUSE Vice President of Operations

#2: INTENTIONAL CULTURE OF SUPPORT FOCUSED ON UNIT ECONOMICS & CUSTOMIZED SUPPORT AT EVERY PHASE IN FRANCHISEE’S LIFECYCLE

• Collaborative organizational structure supports franchisees and operational initiatives

• Key Business Indicators are consistently communicated, reported on, and coached at all levels

• Stay true to the core: Brand, Mission, Values, Standards

#4 FOSTER A CULTURE OF LISTENING AND MUTUAL RESPECT

• Understand what they really want from the business by listening to their questions

• Ask questions for clarification • Consult and facilitate • Live the Values

#5 PROFILING TOOLS CAN STRENGTHEN SELECTION AND COACHING OF FRANCHISEES

• During franchise selection process: Help us ask better discovery questions

• During Team Member recruitment: Compare candidates to behavioral traits of top performers to gauge likelihood of success

• At store level: Increase awareness, help teams work together better, coach to success

#6 DRIVE 99% FRANCHISEE ATTENDANCE AT ANNUAL CONVENTIONS

• Develop program tracks to educate, communicate, and motivate at multiple levels of organization

• Feature top performers prominently (panel discussions, intermission slides, medals)

• Create excitement about our industry

Coaching Franchisee Success

Coaching Franchisee Success

Coaching Franchisee Success

Coaching Franchisee Success

Coaching Franchisee Success

Coaching Franchisee Success

Coaching Your Franchisee to Success: Building a Happy & Successful

Franchise Culture

GODDARD SYSTEMS, INC Dana Kline Vice President of Operations

LIFE CYCLE OF SUPPORT • Entry to Exit • Specialist in most departments

– Information Technology – Franchise Sales – Licensing – Accreditation

• Touch-points – Specific plan touch points for franchisee throughout the

year • Classify units into three categories

– Provide different level of support • Opening Developing Mature

LIFE CYCLE

TRANSPARENCY

• Starts in FDD • Publish all sites under consideration

– give franchisees a chance to comment • Publish chain wide numbers and scores

– positive and negative

BRIGHTSTAR CARE Shelly Sun CEO/Co-Founder

Structure & Roadmap to

Success

Franchisees need us to provide a roadmap to success based on proven programs and KPI’s. This must include clear profit and

revenue goals and milestones, benchmarking across the system and

coaching from the Support Team.

1 STARS

2 BrightStar 101 – Training Tracks by role, and how to lead these roles

3 Regional Summits

LESSON #1

CORE

1:1 CALLS

SUMMITS

1:1 Calls: Focus on KPI’s and Action Plan performance

Regional Strategy Summits: facilitate shared learning and benchmarking

CORE: Focus on building a strong foundation by delivering knowledge, skills and tools

SUPPORT STRATEGY RE-IMAGINED

Four Areas we saw as most critical to success

Prioritizing Resources to these areas foremost

Leadership

EQ Financial

Team Development

Use resources on accountable franchisees that are “in it to win it”; always evaluate those you can help up – and those you can’t you need to help them out.

1 Proactive Resale Strategy

2 Proactive Evaluation of Low Performers

3 Leverage FAC and Mentors to Showcase Great Performers

LESSON #2

Allocate Resources

Wisely

PROVEN MATCH PROFILING

2 Profiles had 82% and 83% correlation

to top quartile performance.

Marketing and selection adapted to target more of these candidates

Stopped allowing into our system; slower growth, but stronger system

1 profile had 21% liklihood of top

quartile performance