Your franchise training process is falling short. What can you do to improve it?

One thing I have found helpful while assessing the current process is personal observation wherever possible. Data gives insights but a personal observation on the ground gives more clear picture of what is the gap between what was designed and what is getting executed.

To truly evaluation your current process you need feedback. Sure, you might feel that the training is letting you down in a particular area because of the behaviours / actions of franchisees, however ultimately it is your Franchisees who can provide you with the honest feedback on your training. Going in for feedback with an open mind is super important. Franchisees need to feel that they can be completely honest with you without the fear of reprisals. You can use a format for feedback such as an anonymous form, however ultimately unless you can probe and discuss points in further detail with franchisees, then the feedback can be very limited. Also important to keep in mind - training is just one part of successful franchise performance.

Constructive 360 degree feed back is essential to understand what is working and what needs improvement. It takes guts and commitment to do it but the results are worth it

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To improve franchisee training, consider implementing interactive online modules, providing hands-on workshops, offering ongoing mentorship programs, and gathering feedback from franchisees to continuously refine the training process.

If you feel that your franchise training program is falling short, the first thing you need to do is assess the program: - Ask current franchisees what they thought was most valuable in the program. Are there any sessions that they wish were more extensive? There are usually a couple of sessions that either went too long or not long enough. - Make sure that the majority of the program is directly tied to the franchisee’s success (revenue and profit). Even if you’re just getting started in franchising, franchisees will be happy as long as they’re making money. You can always improve other parts of the training, but anything tied to revenue and profit needs to come first.

Where do you want your franchisees to be? Define SMART (Specific, Measurable, Achievable, Relevant, Time-bound) learning objectives. What skills and knowledge are crucial for success? How will they apply their learnings in the real world? Remember, clear objectives translate to clear results.

If you do not define your goal (learning objectives), how can you score? As Kevin has also mentioned - use SMART objectives to ensure you actually have quantifiable goals to review on a regular basis. Again, speak to your Franchisees. You will have strong ideas as to what needs to be achieved but ultimately Franchisees may be able to give you additional insights into their needs / expectations and key areas of focus. Always evaluate your objectives before setting them in stone. Do they align with your Mission / Vision & Values? Everything needs to tie together - recruitment, training, goal-setting, success measurement, it's all different pieces of the same pie.

Many Franchisors think of training as just another step in the "race to get open". But a best practice is to think about training as an ongoing part of your relationship with the Franchisee. By the time your Franchisee arrives for HQ training, they should be well-versed on your model via online courses, webinars, coaching with your team, and reading materials. There should be no surprises at in-person training, and it can be customized for where they might have struggled with the pre-work. Another best practice is to provide ongoing educational opportunities via a weekly webinar or newsletter. Lastly, site visits are an excellent opportunity to observe, coach, and provide insights to prepare them for growth.

Ditch the one-size-fits-all approach. Consider your audience's learning styles and the content's complexity. Blend classroom sessions, eLearning modules, interactive simulations, and on-site mentorship for maximum impact. Remember, engagement is key!

Training videos have become the gold standard to demonstrate the "how to's" of any activity or interpersonal skill. Franchisors new to developing videos should be aware that there's more to effective training videos than aiming a phone. Well-thought-out scripts and/or captions describing steps, good lighting, and good sound are core to training videos that get results.

Be flexible. Everyone learns best in a different way, with a different style and in a different environment. Sure - have a fundamental style and way that you train your Franchisees, perhaps as a group session? This type of training encourages engagement between Franchisees and also starts to build a team and family feel. In addition to initial training, follow up is SO important. During training your Franchisees may give all the positive active listening signs, be taking notes etc however ultimately once they're facing a particular situation sometimes training does not come to mind! 1-2-1 follow up is key to the success of any training style. Book in these follow ups so that they are mandatory and form part of your development program.

Identify the common problems in your network and turn them into a training course with specific, commercial solutions. Practical, real world and useful.

Pilot testing training programs before rolling them out to a franchise system is best practice. If before and after metrics can be gathered to validate the training is accomplishing its objectives, that's even better. In a franchise system, if a training program is optional rather than required, those metrics can help the franchisor gain participation from franchisees.

It's going time! Implement your training plan with meticulous organisation and clear communication. Provide ample resources and support, and encourage peer-to-peer learning. Remember, training is a journey, not a destination.

It is great to elevate your skills by implementing proper training to whole team one thing need to add into this is creation of SOP's for the team according to their roles should be given to them for proper operations at the outlet. Same they can deliver to franchisee, this way the new team can also be plotted by just giving instructions to follow the SOP's.

Did your training hit the mark? Use evaluations, assessments, and performance metrics to gauge knowledge retention and skill application. Gather feedback from franchisees and trainers to identify areas for improvement. Remember, feedback is your friend!

Training is a living, breathing entity. Use your evaluation data to refine your objectives, methods, and delivery. Stay ahead of the curve by incorporating industry trends and best practices. Remember, excellence is a constant pursuit!

Successful franchise systems are training machines. As such, they need to stay well-oiled. That means gathering information about gaps or areas for improvement by analyzing store performance through collected metrics, reports from field consultants based on store observations, as well as feedback from franchisees. Once topics are identified, it's time to revisit existing training programs for content gaps, needed updates, or improved methods of imparting the material needing to be covered. For example, are steps missing in documented procedures, or are demos of the steps needed via video along with supervised practice at the store? Rinse, wash, and repeat to keep training effective and having a positive impact on locations' performance.

Competitors are one of the best source of letting you know about your failings. Spend time on how they are competing with you both on the ground and also their communications with their franchisees.

Some franchisors store volumes of training material on a franchisee platform but don't recognize the need for regular housekeeping. Franchisors should annually take stock of their training material - regardless of the format - and consider what needs to be refreshed or replaced. When platforms are crowded with outdated material and not well organized, understandably, franchisees stop referring to them.

Best practices should always play a role in training, so a clear line of communication with your top performing franchisees will be key to improving programs and content. Discussions or other reinforcement for the recommended curriculum is a second key to translating information into performance .