STEVE OLSON MODERATOR. Franchise Update Media

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2 STEVE OLSON MODERATOR Franchise Update Media

3 LANA DALEY DIRECTOR OF OPERATIONS

4 FAST START PROCESS

5 INTEGRATED FRANCHISE SUPPORT FOCUS: UNIT LEVEL ECONOMICS Operations Outside Sales & Sales Management Training Marketing Technical Support IT Support Field Business Consultants Annual Financial Benchmark Survey Custom Financial Review Business Planning Personnel Management Operational Efficiencies Board Groups Sales Management Training Sales Training Conference Calls Online Training Annual Outside Sales Summit Custom Sales Planning One-on-One Coaching Initial Training Regional Training Online Training Mentor Program Conference Calls Annual Convention Town Hall Meetings On-on-One One-On-One Coaching Marketing Workflow Service Efficiency Managers Technology Marketing Audits Audits Equipment National Ad Maintenance Fund Graphic Trouble National Shooting Accounts Team Focus on Improving Efficiencies Website Send-a-File Online Online Proofing Proofing System System

6 OUTSIDE SALES & SALES MANAGEMENT COACHING AND SUPPORT Hiring Finding Outside Sales Tools and hiring the right salesperson Calculator Determine the right compensation package Training Sales process and sales managemen t training Sales and Planning Developing goals Sales Management Tools to monitor and manage sales staff

7 TWO WAY COMMUNICATION TO: FOSTER ENGAGEMENT AND BUY IN National Advertising Council Franchise Advisory Council Special Task Forces and Committees Management team spending time face-to-face with franchise partners Field Business Consultants Connect with Catherine Calls Annual and special / as-needed surveys Board Groups Regional Town Hall meetings Annual Convention Outside Sales Summit

8 CONNIE BOLTINGHOUSE Vice President of Operations

9 #2: INTENTIONAL CULTURE OF SUPPORT FOCUSED ON UNIT ECONOMICS & CUSTOMIZED SUPPORT AT EVERY PHASE IN FRANCHISEE S LIFECYCLE Collaborative organizational structure supports franchisees and operational initiatives Key Business Indicators are consistently communicated, reported on, and coached at all levels Stay true to the core: Brand, Mission, Values, Standards

10 #4 FOSTER A CULTURE OF LISTENING AND MUTUAL RESPECT Understand what they really want from the business by listening to their questions Ask questions for clarification Consult and facilitate Live the Values

11 #5 PROFILING TOOLS CAN STRENGTHEN SELECTION AND COACHING OF FRANCHISEES During franchise selection process: Help us ask better discovery questions During Team Member recruitment: Compare candidates to behavioral traits of top performers to gauge likelihood of success At store level: Increase awareness, help teams work together better, coach to success

12 #6 DRIVE 99% FRANCHISEE ATTENDANCE AT ANNUAL CONVENTIONS Develop program tracks to educate, communicate, and motivate at multiple levels of organization Feature top performers prominently (panel discussions, intermission slides, medals) Create excitement about our industry

13 Coaching Franchisee Success

14 Coaching Franchisee Success

15 Coaching Franchisee Success

16 Coaching Franchisee Success

17 Coaching Franchisee Success

18 Coaching Franchisee Success

19 Coaching Your Franchisee to Success: Building a Happy & Successful Franchise Culture

20 GODDARD SYSTEMS, INC Dana Kline Vice President of Operations

21 LIFE CYCLE OF SUPPORT Entry to Exit Specialist in most departments Information Technology Franchise Sales Licensing Accreditation Touch-points Specific plan touch points for franchisee throughout the year Classify units into three categories Provide different level of support Opening Developing Mature

22 LIFE CYCLE

23 TRANSPARENCY Starts in FDD Publish all sites under consideration give franchisees a chance to comment Publish chain wide numbers and scores positive and negative

24 BRIGHTSTAR CARE Shelly Sun CEO/Co-Founder

25 LESSON #1 Structure & Roadmap to Success Franchisees need us to provide a roadmap to success based on proven programs and KPI s. This must include clear profit and revenue goals and milestones, benchmarking across the system and coaching from the Support Team. 1 STARS 2 BrightStar 101 Training Tracks by role, and how to lead these roles 3 Regional Summits

26 SUPPORT STRATEGY RE-IMAGINED SUMMITS 1:1 CALLS CORE CORE: Focus on building a strong foundation by delivering knowledge, skills and tools 1:1 Calls: Focus on KPI s and Action Plan performance Regional Strategy Summits: facilitate shared learning and benchmarking

27 EQ Financial Team Development Leadership Four Areas we saw as most critical to success Prioritizing Resources to these areas foremost

28 LESSON #2 Allocate Resources Wisely Use resources on accountable franchisees that are in it to win it ; always evaluate those you can help up and those you can t you need to help them out. 1 Proactive Resale Strategy 2 Proactive Evaluation of Low Performers 3 Leverage FAC and Mentors to Showcase Great Performers

29 PROVEN MATCH PROFILING 2 Profiles had 82% and 83% correlation to top quartile performance. 1 profile had 21% liklihood of top quartile performance Marketing and selection adapted to target more of these candidates Stopped allowing into our system; slower growth, but stronger system