You're facing underperforming franchise units. How do you boost morale and productivity?

If you can’t measure it, you can’t manage it. – Peter Drucker To solve problems effectively, a structured approach is crucial. Here are key questions to guide the process: 1. What are the goals? 2. What KPIs (ROCKS) support these goals? 3. What efforts are in place to achieve your ROCKS? 4. Which ROCKS remain unmet? 5. Are the issues internal or external? Once identified, prioritize issues and find solutions together. Be empathetic, non-judgmental, and clear in communication. Realign goals and ROCKS, break them into manageable tasks, and support them until milestones are achieved. By fostering a collaborative environment and maintaining open lines of communication, we can help franchisees overcome challenges and achieve their objectives.

Be honest sometimes it's a lack of focus and support from the franchisee, are they still invested do they need to exit and find that right strategy?? Recruitment of team is tricky but that often comes from the culture created in the first place, are we panic hiring or hiring for the future? Brand continuity, consistency and standards! Are the team in place doing the daily do's which lead to all the other stuff? Discipline and the ability to adapt, review and then execute daily and remember the customer experience is at the heart of all we do.

When facing underperforming franchise units, start with a thorough assessment to identify root causes. Open communication channels with franchisees, encouraging them to share challenges without fear of judgment. This builds trust and provides insights into operational issues, market dynamics, or internal conflicts. Use this information to tailor support and resources to specific needs. Implement targeted training programs to address skill gaps and boost confidence. Set realistic, achievable goals to create quick wins and build momentum. Recognize and celebrate improvements to boost morale. Regularly review progress and adjust strategies as needed. A supportive approach often yields better results than a punitive one.

When facing underperforming franchise units, I take a multifaceted approach to boost morale and productivity. First, I conduct a thorough analysis to identify root causes, such as training gaps or operational inefficiencies. I then implement targeted training programs to upskill staff and streamline processes. Regular communication and support from the franchisor are crucial; I ensure open channels for feedback and collaboration. Additionally, recognizing and rewarding achievements, no matter how small, can significantly boost morale. For example, a struggling unit saw a 20% productivity increase after we introduced a monthly "Star Performer" award.

The first step is to identify the root causes of underperformance. This might involve reviewing sales data, customer feedback, and operational processes. For example, if a franchise unit is lagging in sales, it could be due to a lack of product knowledge among staff, inadequate marketing, or inventory issues. Conducting interviews or surveys with employees can also reveal issues related to morale, such as lack of recognition or poor working conditions.

Once issues are identified, setting clear, achievable goals is crucial. This might involve specific sales targets, improving customer satisfaction scores, or reducing turnover rates. For instance, if the issue is poor customer service, a goal could be set to improve customer satisfaction scores by a certain percentage over the next quarter. These goals should be communicated clearly to all team members, emphasizing the importance of their role in achieving them.

Goal setting is crucial for boosting morale and productivity in underperforming franchise units. Work with franchisees to establish clear, achievable targets that align with both individual aspirations and franchise objectives. Implement SMART goals: Specific, Measurable, Achievable, Relevant, and Time-bound. This creates a roadmap with tangible milestones, allowing franchisees to track progress and stay motivated. Start with smaller, attainable goals to build confidence and momentum. Regularly review and adjust these goals as needed. Celebrate small victories to keep morale high and maintain enthusiasm towards larger objectives.

Investing in training can address skill gaps and improve performance. For example, if staff members lack confidence in upselling products, a targeted training program can provide them with the necessary skills and techniques. Additionally, ongoing training opportunities can help keep staff engaged and motivated, showing them that the company is invested in their professional growth.

Incentives can motivate staff to perform better. These can be financial, such as bonuses or commissions, or non-financial, like recognition programs or additional time off. For example, a franchise could implement a "Employee of the Month" program that rewards the top performer with a gift card or an extra day off. Such incentives not only boost morale but also foster a competitive yet collaborative work environment.

Outdated systems can hinder productivity. Evaluate current technology and consider upgrades to modern solutions such as advanced point-of-sale systems, inventory management software, or CRM platforms to streamline operations and improve decision-making. However, upgrades alone aren’t enough. With over 30 years in franchising, including as an owner-operator of McDonald’s and Sylvan Learning Center, I know that effective change requires a comprehensive strategy. Combine system upgrades with targeted training and ongoing support to ensure that franchisees are equipped to fully utilize the new tools. Training helps staff adapt, while ongoing support addresses challenges, ensuring investments lead to success.

Sometimes, underperformance is due to outdated or inefficient systems. Upgrading technology, improving inventory management, or streamlining processes can make a significant difference. For example, implementing a new point-of-sale system that is more user-friendly and provides better data analytics can help staff work more efficiently and provide better service to customers.

This is key to franchisee performance. You have to invest in boots on the ground support. Yes the mindset stuff is important but this is tangible proactive close to the action support that will drive and maintain franchisee performance