Starting Franchisees Out on the Right Step: Training New Franchisees from Start to Finish. Gina-Lynne Scharoun Value Place Franchise Services LLC

Transcription

1 Starting Franchisees Out on the Right Step: Training New Franchisees from Start to Finish Gina-Lynne Scharoun Value Place Franchise Services LLC

2 Value Place: Who We Are Founded by Jack DeBoer Recognized Father of the Extended Stay Segment of the Hotel Industry Founder of Residence Inn, Candlewood Suites and Summerfield Suites Second Largest Apartment Developer in the United States in the 1970s More Than 100 Years of Hotel Industry Experience Among Senior Management Team

3 Value Place: Who We Are Established the Value Place brand in July Value Place Properties Currently Open Over 550 Value Place Properties Open, Under Development or Committed within 3 Years Value Place Combines the Best of the Apartment Business with the Best of the Hotel Business

4 Value Place Mission Statement To Be the Low Cost, Quality Provider of Cleaner, Safer and Simpler Economy Lodging in the Market.

5 Start Up Franchisor LIMITED RESOURCES

6 Step 1: Needs Assessment Franchisee Experience Development Operations Franchising

7 Step 2: Trainers Use Subject Matter Experts Until and Even When You Can Afford A Professional Trainer

8 Step 3: Continual Improvement Seek Honest, Open Feedback Listen Apply Continually Re-Assess

9 How Does Value Place Do These Things?

10 QUESTION 1: How Do You Train New Franchisees?

11 How Do You Train New Franchisees? Strategic-Partners (Franchisees) Quarterly Blended Approach Classroom Computer-Based Hands-On

12 How Do You Train New Franchisees? Property Managers Twice per Month Blended Approach Hands-On Computer-Based Classroom

13 How Do You Train New Franchisees? Separate Learning Into Small Sections to Improve Learning Comprehension and Retention

14 QUESTION 2: Best and Worst Practices of What Works and What Doesn t for Training New Franchisees

15 Best Practices Curriculum with Variety of Content Involve Subject Matter Experts Pre- and Post-Assessments Involve in Improvement of Training

16 Worst Practices Allowing Too Much Schedule Flexibility E-Learning or Virtual Training Attempting to Train Everything at Initial Training

17 QUESTION 3: What If a New Franchisee is Failing Training?

18 What If a New Franchisee is Failing? Currently, We Do Not Have a Pass/Fail System in Place for Strategic-Partners in Training

19 What If a Property Manager is Failing? Monitor Continuously Feedback Provided to Supervisor Certification Process

20 QUESTION 4: What To Do When Franchisees Pass Training But Cannot Apply It in the Field.

21 Challenges Applying Training in Field Needs-Based Training Real-Time Results Strong Follow-Up Process to Monitor Results

22 QUESTION 5: Do Current Qualified Franchisees Get Involved With Training?

23 Are Franchisees Involved in Training? Currently, Only Trainers and Experts Are Involved Opportunity Provided for Training/Trainer Evaluation Open Door Policy for Ideas

24 QUESTION 6: What Is Your Follow-Up To Your Training?

25 Follow-Up For Training Feedback to Strategic-Partner and/or Management Company 60-Day Follow-Up Feedback Surveys Ongoing and Continuous Follow-Up and Curriculum Improvement

26 Starting Franchisees Out on the Right Step: Training New Franchisees from Start to Finish Brig Sorber, CFE President TWO MEN AND A TRUCK /INTERNATIONAL, Inc.

27 Training New Franchisees Making sure you award franchises to the right people is the most important step otherwise your training will not be effective First Gear pre-training program that helps ensure everyone is on the same page when they come to training

28 Training New Franchisees Initial Training three weeks held at our corporate office Mentor Program something that has always happened but became a formal program within the last couple of years TruckStop system wide intranet that is accessible to Franchisees 24 hours a day Online Training available for everyone from Customer Service Representatives to Franchisees Training Manuals assist Franchisees in training their staff when they return to their office Resource Library full of videos, books, and articles that are accessible to all of our Franchisees

29 Best Practices Training House and Truck Box

30 Best Practices Emphasis on Training the Trainer it s imperative that Franchisees have the ability to train their employees Certification Process Trainees are tested on what they ve learned, all sections are covered Combination of hands on and written exams

31 Worst Practices Awarding a franchise to the wrong candidate Not expanding to three weeks sooner we tried to pack too much into our two week program Not having a certification program in place Not asking trainees to evaluate the trainers Not asking trainees to give feedback once they actually open their doors If you can t measure it, you can t manage it Not having boots on the ground hands on operational support

32 What if a new Franchisee is Failing Training? Evaluate whether or not you awarded the franchise to the right person to begin with Hold a meeting with the Franchisee to find out what is really going on Trainers spend extra time after hours and on weekends to help the Franchisee get to where they need to be Extra time is spent in the field on the subject that needs strengthening

33 What if a Franchisee Can t Apply What They ve Learned? Ask yourself if you re really working with the right person Have systems in place to catch these issues early Make sure the Franchisee is getting the right level of support from the right departments We have Franchise Development and Support Specialists that work closely with all first year Franchisees to help them get up to speed Remind the Franchisee to stay in close contact with their Mentor

34 Are current Franchisees Involved in Training? They have no formal role in the initial 3 week program They participate in the Mentor program They facilitate panels and roundtable discussions at our Annual Meeting

35 HOW DO YOU TRAIN NEW FRANCHISEES?

36 How do you train new franchisees? Restaurant Management Curriculum Crew/Trainer Verification Shift Management Systems Management Restaurant Management Business Management

37 What is the Restaurant Management Curriculum? Crew/Trainer Verification All crew functions are mastered on the floor Shift Management How to manage an area How to manage a shift Food Safety Course (ServSafe) Basic Shift Management (BSM) Advanced Shift Management (ASM)

38 What does the Restaurant Management Curriculum Entail? Systems Management Understanding the systems Effective Management Practices Course (EMP) Managing People practices & training Inventory Restaurant safety & security Planned maintenance Scheduling

39 What does the Restaurant Management Curriculum Entail? Restaurant Management Building the business Building employee commitment Managing for profitability Restaurant Operations Leadership Practices Course (ROLP)

40 What does the Restaurant Management Curriculum Entail? Business Management Transition to restaurant manager Business Leadership Practices Course (BLP)

41 BEST & WORST PRACTICES: What works & what doesn t

42 WHAT IF A NEW FRANCHISEE IS FAILING TRAINING?

43 WHAT TO DO WHEN A FRANCHISEE PASSES TRAINING BUT CAN T APPLY IT IN THE FIELD?

44 DO CURRENT QUALIFIED FRANCHISEES GET INVOLVED WITH TRAINING?

45 WHAT IS YOUR FOLLOW UP TO TRAINING?