Providing Meaningful Support to Franchisees. Developed by: Franchise Relations Committee

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Gilbert Abraham Caldwell
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2 Providing Meaningful Support to Franchisees Developed by: Franchise Relations Committee

3 Harvey H. H. Homsey Vice President Franchise Systems Express Employment Professionals

4 Our Goal Show how to build and maintain a support team from HQ/Corporate to the franchise field.

5 What we will cover: Best practices for organizational development. How to build and maintain a support team from the headquarters. How to transfer and maintain the support from headquarters to the field. The different stages of a franchisee s life and the different types of support needed at each stage. Supporting in good times, bad times, and recovery times. Using the guide as a resource tool.

6 The Panel Harvey Homsey Jack Pearce Catherine Monson Steve Rafsky

7 Harvey H. H. Homsey Vice President Franchise Systems 23 years in franchising and servicing franchise owners. Express Employment Professionals: A full service staffing providing offering temporary, contract, evaluation hire, and full time staffing in a full range of niches from commercial to administrative to professional. 559 franchise locations; 497 franchisee owners.

8 Jack Pearce Executive Director Franchise Integration 22 years in franchising and servicing franchise owners Annex Brands, Inc. has a total of 5 brands: Navis Pack & Ship; Handle With Care Packaging Stores both brands provide customized packaging and palletized, heavy-weight shipping for commercial and residential clients. PostalAnnex+; AIM Mail Centers; Sunshine Pack & Ship all 3 brands are mail & parcel centers including notary, passport, mailbox, printing and other homeoffice services franchise locations; 420 owners.

9 Catherine Monson - Chief Executive Officer 32 years in franchising and servicing franchise owners FASTSIGNS International FASTSIGNS provides visual graphics to businesses large and small. FASTSIGNS franchises are located in 6 countries; in Australia they use the trade name SIGNWAVE. 532 franchise locations; 475 franchise owners.

10 Steve Rafsky Chairman & CEO 15 years in franchising and servicing franchise owners Padgett Business Services Padgett Business Services provides Accounting, Tax, and Payroll services for small business owners. 434 franchise locations; total of 417 franchise owners.

11 Totals from the panel: 92 total years franchising and servicing franchise owners 1,975 total franchise units 1,809 franchise owners

16 Organizational Development (OD) is the planned and controlled process of change within the basic management structure of the company. Planning: OD is a process of long range planning for the improvement of organizational performance and efficiency. Organization-wide: OD focuses on the entire system including Home Office performance and efficiency, as well as franchisee unit level operations. Top-down management: OD is most effective when supported from the top down. OD needs buy-in and ownership at all levels. Upper management must lead by example, not hyperbole.

17 Organizational Development (OD) is the planned and controlled process of change within the basic management structure of the company. Achieve results: OD is directly tied to the bottom line. The goal is to improve the organization, to make it more efficient and more competitive by aligning the organization s systems with its people both staff and franchisees. Change agent: OD uses the concept of a change agent and interventions to make system wide, permanent changes. Behavioral Science: OD is a discipline combining research and experience in order to understand people, business systems and their interactions.

21 Catherine Monson Chief Executive Officer FASTSIGNS International

22 FASTSIGNS: Founded locations in 7 countries Consistent high franchisee satisfaction ratings Comprehensive franchise support Field-based Business Consultants Home Office based support: Marketing, Training, Tech Support, IT Support, Sales Development Online Support

23 How to build and maintain a support team at the corporate office Understand the needs of the business Develop and maintain solid procedures, processes, manuals Determine needed functional support areas (marketing, operations, sales, production, etc.) Survey franchisees, Franchise Advisory Council Monitor industry and proactively change to maintain leadership

24 FASTSIGNS Corporate Office Franchise Support Franchise Development (new centers) Marketing: 5 Marketing Services Managers, 3 Web Editors Tech Support: 4 Tech Support Helpdesk Staff IT Support: 4 IT Helpdesk Staff Training: 4 Trainers Operations: Support Field Business Consultants Outside Sales Support: 2 Team Members Online Support (Intranet, LMS, Forums)

25 How to transfer and maintain the support from corporate office to the field Cannot underestimate the power of the on-site visit Functions of our Business Consultants: relating, advising, coaching, training and inspecting Requires a smart person with strong interpersonal skills well trained on FASTSIGNS system and procedures

26 Effective Field Visits Preparation Initial contact Building rapport Getting down to the business of the visit Review achievements and decisions End on a positive note

27 Ensuring consistent high quality support from region to region Regular training of all field staff Regular communication with all field staff Surveying franchisees after each visit Manager traveling with each field staffer

28 The different stages of a franchisee s life require different support New franchisees: learn the business, procedures, systems Average volume/tenured franchisees: improving margins, growing sales, improving production High volume, experienced franchisees: complex financial issues, building wealth, exit strategy

29 Steve Rafsky Chairman & CEO PADGETT BUSINESS SERVICES

39 Wrap Up and Questions

40 How to reach us: Harvey: Jack: Catherine: Steve:

41 Thank You!

Publisher: Franchise Relations Committee Barbara Moran, Chairman. Author & Editor: Jack Pearce, Chairman

Publisher: Franchise Relations Committee Barbara Moran, Chairman Author & Editor: Jack Pearce, Chairman Contributors: Bruce Bloom, Harvey Homsey, Ray Moore & Steve Rafsky International Franchise Association