Multi-Unit Franchising Best Practices Articles

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Renewed to Restore: Commercial Lease Renewal Do's & Don'ts for Franchise Tenants

FEB. 10, 2010 08:00:00 AM | BY DALE WILLERTON

While some franchisees receive real estate assistance from their franchisors on their new locations, very few franchisees receive help from their franchisors on their lease renewals. Since 1993, I have been coaching franchise tenants and speaking at franchise shows regarding commercial leases and lease renewals.

Automate Hiring, Get Cash Back: Increase Employee Quality/Retention And Generate Tax Credits

JAN. 04, 2010 08:00:00 AM | BY MEL KLEIMAN

Bret Hooppaw, Luihn Food Systems' director of operations, had an "Aha!" moment when his 19-year-old daughter said she'd applied online for a summer job. When he asked, "Why don't you just go over there and apply in person?" her response was, "Nobody does it that way anymore, Dad." That's when Hooppaw, who helps oversee 90 KFC and Taco Bell locations, realized instant communication technologies are second nature to the Millennial generation--those who make up most of today's frontline employees--who will be his managers 5 years from now and who will be the organization's leaders in the next 5 to 10 years. "I knew I had to find a way to meet them on their ground," he said.

How To Develop Capable Leadership Management Successors

DEC. 03, 2009 12:00:00 PM | BY NICHOLAS K. NIEMANN AND ANDREW HOROWITZ

Ben presented us with a situation common to many business owners who find out too late they are not in a position to exit on their terms. Ben had founded and built a very successful business supply business. He had customers across the country and was consistently earning solid profits under his management. He had decided he was ready to retire in the near term.

The Importance of Service Design: One Sour Experience Can Turn Customers Off Forever

NOV. 30, 2009 08:00:00 AM | BY JACK MACKEY

I love Tivo. At least, I used to. But then I had to interact with live people. Now this is not the beginning of a rant about bad service. It's the beginning of a rant about bad service design. Because when employees are directed to follow processes that drive customers crazy, that failure of service design is management's responsibility.

Employee Values: The Secrets for Giving Feedback to Millennials

NOV. 03, 2009 08:00:00 AM | BY DR. JOANNE G. SUJANSKY, CSP AND JAN FERRI-REED, PH.D

Brian Castro's help desk department serves more than 1,000 computer users at his company's corporate center. Among the 23 employees in his multi-generational staff are several Millennials (born 1980-1999) who he hired last year, fresh out of college. Like the rest of Brian's help desk staff, his Millennials are excellent at solving difficult computer problems, usually under a critical deadline. Overall Brian, a Baby Boomer, is pleased with his new hires and tells them just how much he values them.

Should I Stay or Should I Go?: Developing a Successful Transition Strategy

OCT. 26, 2009 08:00:00 AM | BY EDDY GOLDBERG

You've worked hard to build your multi-unit franchise business, and now it's time to step back--not only from the day-to-day operations, but perhaps from the business itself. Is it time to let go? Can you? Will the business continue without you?

Coming Up Short?: Ensuring Your Deliveries Match Your Invoices

OCT. 16, 2009 03:00:00 PM | BY ROLLIE TRAYTE AND GARY WIDMAN

Most of the headlines in 2009 have carried a common theme with respect to business and retailers in particular: a struggling economy and record high unemployment. Although most employees, customers, and vendors are as honest as the day is long, others simply cannot resist the temptation to steal what they cannot afford--especially in difficult times.

Turnaround Artists: Buying Distressed Properties has its Rewards--And Risks

SEP. 28, 2009 08:00:00 AM | BY KERRY PIPES

It seems there really is a silver lining in every cloud. And the recent economic downturn has deposited a little of that silver at the feet of some multi-unit franchisees who can tolerate risk and don't mind a little "remodeling" work. Today, opportunities abound to buy distressed franchise units from other troubled or bankrupt franchisees--often for pennies on the dollar. If they have the stomach, these "rescuers" can snatch up these units, turn them around, and watch the dollars flow in.

What's that Smell?: Customers Can Sniff Out a Bad Experience a Mile Away

SEP. 21, 2009 08:00:00 AM | BY JACK MACKEY

Back in 1989, I had an experience that remains vividly clear even now. I was driving through the small town of Monroe, La. Even though my windows were rolled up, there was an awful stench seeping into my rental car.

Back to Basics: Do You Know The Difference Between Good And Great?

JUL. 13, 2009 08:00:00 AM | BY JACK MACKEY

These are adverse times for franchise industry executives and operators. Everywhere they turn it seems they are faced with weakening markets. The "get big" strategy of the last decade, which was driven by low interest rates and growing markets, is collapsing under the pressure of shrinking consumer demand.

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