The results you achieve daily with your franchise accumulate and increase the total value of your asset. At the end of each day, results are all that matter. There is a clear path for consistently excellent results. And that path may not be what is widely thought to be traditional.
In a study of 60,000 leaders’ 360-degree assessments, 13% ranked high in both the categories of being “results-driven” and “people-driven.” (“How Managers Drive Results and Employee Engagement at the Same Time” by Jack Zenger and Joseph Folkman June 19, 2017). In addition, leaders ranking high in both skills, were rated “Excellent Leader” 72% of the time. “Results-driven” leaders were ranked effective 14% of the time and “people-driven” leaders, 12% of the time.
The statistics don’t lie. Successful franchisees develop and consistently practice both mutually beneficial skills. Growing YOUR professional executive skills gives you the tools needed for overall franchise success.
Here’s your path to the 7 Skills Necessary for Unmatched Franchise Results (Without Killing Your Golden Goose):
High-performing leaders have systems ensuring clear and consistent communication.
Your communication system needs to be open, honest and easily used to support your franchise’s mission. Let your staff know your priorities for the year all the way down to today.
- What is your franchise doing today to get you closer to your vision?
- What are the formal and informal communication channels in your organization?
- What are your employee and client feedback systems?
- How is the great idea from an ImageFIRST Customer Advocate (delivery folks) communicated to me?
The goal here is to establish communication channels in order for your crews and you to have a free-flowing avenue of ideas, information and expectations.
A Successful Franchisee motivates and inspires their associates at every level.
Organizations, not necessarily individuals, mirror their leaders and your franchise is no different. Your associates notice your work ethic and how you treat others. Employees also watch your development and how your franchise grows, or doesn’t. Establish positive daily habits for yourself and your employees will follow. It was habit for me to help with the extensive clean-up after each emergency run instead of gabbing with other chiefs. That helped shape the Terrace Park Fire Department from the derogatory “just volunteers” to a well-respected group of unpaid-professionals.
Established training and professional development systems lead to greater franchise results and keep your employees motivated.
Effective and extensive training for your crews is critical for your franchise’s success for 3 reasons:
- Ensures depth of talent and keeps your staffing options open. Train each person beyond what is required in their current role. In order for anyone over the age of 18 to join the Terrace Park Fire Department, only 36 hours of training is required for Ohio State Volunteer certification. One of our main goals was to formalize our twice monthly trainings increasing the safety and effectiveness of our crews. I also met with surrounding chiefs about why our department was consistently passed over to help them. All 5 chiefs told me, as if scripted, “If your members are trained to Firefighter Level I (120 hours), we’ll have more confidence in your department’s abilities.” That information and our need to standardize our trainings, led to our trainings focused on the Level I requirements. Within 18 months, half of our department was Ohio State Certified Level I and we started getting called to help neighboring departments more often. Once our department started to train quarterly with those around us, we were added to first alarms in their territory.
- Effective training gives your employees more control of their career choices. An employee not feeling “stuck” in their current job because of lack of knowledge, is one step closer to being fully engaged. Paraphrasing Richard Branson, train your employees well enough they can leave, treat them well enough they don’t.
- Advanced training about your products or services for your associates leads to increased productivity and quality. Also, your highly-trained employees are better able to identify process inefficiencies.
You are trusted by your staff and clients. And your intentions are always clear.
Your intentions are never questioned by those working with you even if particular decisions are evaluated consistently, as they should be. Your employees know you are solely focused on growth for your franchise, respect for your crews and adding value for your clients. You don’t leave room for speculation and doubt because you always, with minimal exceptions, do what you say. This level of authenticity and vulnerability leads to unmatched loyalty from your crews and clients alike.
The Successful Franchisee sets difficult and reachable goals with their employees.
Set your overall franchise goals at what you think is obtainable, then add at least 8%. Include everyone that can positively add insights, has expertise, even those that are contrary to your strategy group. You’re the leader of this group but allow everyone input to decide how to get there. Determine interim accomplishments and the resources necessary to succeed. For instance, extra training may be required for a specific work group to effectively reach their goals.
This strategy group needs to proceed and communicate the same message and goals. Consensus is rare and this group cannot be outwardly divided. Add flexibility into your plan, when possible, in order to adapt to changes in the business environment. Two main questions to constantly ask yourself and group:
- “What is the result on our business during overall economic shifts.” ImageFIRST is steady when the overall employment is strong. New service contracts soar when the unemployment rises. More people have more time to be sick and my clients need more gowns for their patients.
- And, “How can we best prepare to handle outside pressures?” Have systems in place so the next big economic or governmental change has minimal effect on your business.
A results-driven franchisee actively seeks feedback from their team.
Use employee feedback as an opportunity for continuous 360-degree assessment of your leadership skills. Have a system that focuses on behavior and not personality. Behavioral trends will emerge both positive and those that need your attention.
This information helps you see how you can grow as the leader of your franchise. Pick one behavior that will have the greatest impact. Set an improvement goal and its corresponding benefit. For example, “I’ll receive more ideas from my crews when I listen and probe for more information.” Practice the skill you’ve targeted and notice the outcomes.
Consistent, daily improvement in your executive leadership skills will help your franchise thrive.
Evaluate performance improvements requiring real teams.
Jon R. Katzenbach and Douglas Smith in “The Wisdom of Teams,” defines real teams as “… a small number of people with complimentary skills who are committed to a common purpose, performance goals and approach for which they hold themselves mutually accountable.” When all elements are present, real teams consistently outperform individual work output. Each ImageFIRST route was treated as an individual business for the driver. They did have to work as a common group to make sure there was sufficient product for each route. We set up a system so the required load-out requirements were known for all each day.
The Terrace Park Fire Department had no choice but to function as a team on every emergency run, as defined by Katzenbach and Smith, in order to reach the main goal: Mitigate any harmful emergency situation without injury or worse.
Wrap-up
The comprehensive results of your team are all that matter. The financial results are one major component of your overall results. The best executive professionals do not compromise the other components such as health, quality of life, daily satisfaction, or network relationships in order to maximize financial results only. Break down each skill and list 3 ways for you to improve each. Choose the improvement you think will have the biggest positive impact for you, your employees and your franchise. Recognize the behavior and take steps to improve each day.
Results are all that matter to your business’ success. Your associates’ skills and how well you lead them are critical factors for your success.
