How do you maintain consistency in employee training, culture, and service quality across different locations?

By: Eddy Goldberg | 4,269 Reads |

%3Cp%3EFor+multi-unit+restaurant+franchisees%2C+fully+staffing+their+locations+with+quality+employees%26nbsp%3B+remains+a+challenge+post-pandemic.+Hiring%2C+training%2C+and+retaining+good+employees+%26ndash%3B+especially+at+QSRs+where+annual+%3Ca+href%3D%22https%3A%2F%2Fwww.nrn.com%2Fworkforce%2Frestaurant-turnover-rates-improve-pre-pandemic-levels%22+target%3D%22_blank%22+rel%3D%22noopener%22%3Eturnover+can+exceed+100%25%3C%2Fa%3E+%26ndash%3B+remains+a+problem+for+many+operators.+But+not+for+franchise+organizations+that+employ+best+practices+and+have+their+team%26rsquo%3Bs+best+interests+at+heart.+We+asked+five+multi-unit+restaurant+operators+how+they+maintain+consistency+in+training%2C+culture%2C+and+service+quality+across+their+locations+over+time.%3C%2Fp%3E%0D%0A%3Cp%3E%3Ca+href%3D%22https%3A%2F%2Fwww.franchising.com%2Fnewsletters%2Fmum%2F%22%3ESubscribe+here.%3C%2Fa%3E%3C%2Fp%3E%0D%0A%3Cp%3E%5BSPLIT%5D%3C%2Fp%3E%0D%0A%3Ch3%3EDAVID+BLACKBURN%3C%2Fh3%3E%0D%0A%3Cp%3E%3Cstrong%3ECompany%3A%3C%2Fstrong%3E+CEO%2C+Southern+Rock+Restaurants%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EBrands%3A%3C%2Fstrong%3E+McAlister%26rsquo%3Bs+Deli%2C+155+in+13+states%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EYears+in+franchising%3A%3C%2Fstrong%3E+12%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3EDavid+Blackburn+was+named+the+2022+Single-Brand+Leadership+MVP+%28Most+Valuable+Performer%29+for+achieving+brand+leadership+with+one+brand.+He+is+McAlister%26rsquo%3Bs+largest+franchisee%2C+was+GoTo%26rsquo%3Bs+%28formerly+Focus+Brands%26rsquo%3B%29+2023+Developer+of+the+Year%2C+and+has+signed+development+deals+for+69+more+McAlister%26rsquo%3Bs.%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3EWe+have+a+very+dynamic+training+program+with+assets+and+resources+on+a+shared+hub+at+GoTo+Foods+%28formerly+Focus+Brands%29.+We+also+can+assign+our+own+training+modules+for+new+employee+orientation+and+training+for+our+team+to+engage+electronically.%3C%2Fp%3E%0D%0A%3Cp%3EWe+have+a+disciplined+approach+to+onboarding.+To+ensure+we+are+prepared+for+someone+to+start%2C+we+make+sure+a+Certified+Trainer+is+assigned+and+that+we+have+enough+supplies+and+uniforms.+It%26rsquo%3Bs+great+to+get+off+on+the+right+foot.%3C%2Fp%3E%0D%0A%3Cp%3EIn+a+general+sense%2C+we+try+to+identify%2C+hire%2C+and+retain+folks+with+a+friendly+personality+who+are+engaging+and+work+well+on+a+team.+You+can%26rsquo%3Bt+get+everything+you+need+from+a+training+program%2C+so+having+team+leaders+and+managers+who+enjoy+teaching+and+working+with+others+is+important.%3C%2Fp%3E%0D%0A%3Cp%3EI+think+culture+starts+with+having+an+inclusive+environment+that%26rsquo%3Bs+fun+to+work+in%2C+where+people+look+forward+to+going+to+work.+Just+two+days+ago%2C+someone+told+me+they+look+forward+to+coming+to+work+as+much+as+they+look+forward+to+leaving+work+to+go+home+to+their+family.%3C%2Fp%3E%0D%0A%3Cp%3EBeing+fully+staffed+is+a+big+part+of+culture.+You+must+have+enough+people+to+execute+well%2C+not+only+for+our+guests%2C+but+also+so+our+staff+doesn%26rsquo%3Bt+get+burned+out.+Service+quality+is+all+about+having+%3Cem%3Eenough%3C%2Fem%3E.+Someone+told+me+a+long+time+ago+there+are+only+two+ways+to+mess+up+a+restaurant%3A+not+enough+people+and+not+enough+product+to+meet+peak+demand.+And+now%2C+45+years+later+it+has+never+been+more+true.%3C%2Fp%3E%0D%0A%3Cp%3E%5BSL%5D%3C%2Fp%3E%0D%0A%3Ch3%3EMITCH+COHEN%3C%2Fh3%3E%0D%0A%3Cp%3E%3Cstrong%3ECompany%3A%3C%2Fstrong%3E+CEO%2C+Management+360+LLC%2C+Samm+Property+Management%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EBrands%3A%3C%2Fstrong%3E+8+Jersey+Mike%26rsquo%3Bs%2C+3+Sola+Salon+Suites+open+and+6+in+development%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EYears+in+franchising%3A%3C%2Fstrong%3E+41%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3EMitch+Cohen+is+a+board+member+of+the+IFA+and+the+Multi-Unit+Franchising+Conference.+He+also+is+the+CEO+and+founding+partner+of+PerforMax+Franchisee+Advisors.%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3EWe+work+extremely+hard+at+providing+consistent+service+at+all+of+our+locations.+We+use+all+the+tools+our+franchisor+has+given+us+to+coach+and+teach+each+employee.+We+have+a+one-store+mentality+and+we+use+that+in+each+location.%3C%2Fp%3E%0D%0A%3Cp%3ETraining+is+an+everyday+practice+where+each+manager+and+area+manager+works+with+each+employee+during+their+shift%2C+continuing+to+reinforce+recipes+and+guest+service%2C+which+is+at+the+heart+of+what+we+do.+When+we+hire+new+employees+we+discuss+our+culture%2C+great+subs%2C+great+customer+service%2C+being+part+of+the+community%2C+and+making+sure+we+give+back.+Let%26rsquo%3Bs+make+sure+each+guest+feels+at+home.%3C%2Fp%3E%0D%0A%3Cp%3EBeing+able+to+manage+this+across+multiple+locations+means+making+sure+that+leadership+is+present.+I+love+that+we+could+have+one+person+who+travels+from+location+to+location+and+is+training+and+teaching+all+team+members.%3C%2Fp%3E%0D%0A%3Cp%3E%5BSL%5D%3C%2Fp%3E%0D%0A%3Ch3%3EJOHN+METZ%3C%2Fh3%3E%0D%0A%3Cp%3E%3Cstrong%3ECompany%3A%3C%2Fstrong%3E+CEO%2C+Founder%2C+RREMC+Restaurants%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EUNITS%3A%3C%2Fstrong%3E+62+Denny%26rsquo%3Bs%2C+5+Hurricane+Grill+%26+Wings%2C+2+Wahoo%26rsquo%3Bs+Fish+Taco%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EYears+in+franchising%3A%3C%2Fstrong%3E+22%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3EJohn+Metz+is+a+Past+Chair+of+the+Multi-Unit+Franchising+Conference+and+former+franchisor+of+Hurricane+Grill+%26+Wings%2C+which+he+sold+to+FAT+Brands+in+2018.%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3ETraining.+We+have+consistent+training+throughout+our+brands.+Denny%26rsquo%3Bs+has+a+really+good+online+training+platform+called+Ignite.+FAT+Brands+uses+World+Manager+as+their+platform.+All+our+modules+are+on+the+Internet+and+are+accessible+at+each+store+through+iPads.+For+our+GMs%2C+a+requirement+for+bonusing+is+that+each+site+needs+85%25+of+the+staff+to+complete+the+franchisor%26rsquo%3Bs+online+training.+This+is+one+of+five+metric+bonuses+for+our+GMs.%3C%2Fp%3E%0D%0A%3Cp%3ECulture.+We+have+an+inclusive+culture%2C+and+we+still+struggle+to+get+it+right.+We+set+the+culture+for+RREMC+Restaurants+%28the+management+company%29%2C+our+RVPs+set+the+tone+for+the+GMs%2C+and+our+GMs+set+the+culture+for+their+restaurants.+Most+important+is+the+culture+at+each+individual+restaurant%2C+and+we+do+our+best+to+support+each+one.+Our+culture+at+the+home+office+is+we+are+there+to+serve+the+restaurants+and+the+RVPs.+There+are+no+cash+registers+at+the+home+office.+A+lot+of+home+offices+don%26rsquo%3Bt+get+that+right.%3C%2Fp%3E%0D%0A%3Cp%3EWe+also+have+an+annual+GM+conference+every+year.+This+year+we%26rsquo%3Bll+have+more+than+125+attending+over+3+days.+The+entire+conference+will+be+about+turnover%2C+retention%2C+and+training.+Jim+Sullivan+will+be+a+keynote+speaker.%3C%2Fp%3E%0D%0A%3Cp%3EService+quality.+You+can+have+all+the+training+in+the+world%2C+but+how+do+you+translate+all+that+training+into+service+for+the+guest%3F+One+problem+is+that+crew+members+have+a+bad+habit+of+bringing+their+troubles+to+work%2C+and+sometimes+human+nature+is+to+take+it+out+on+other+people%2C+whether+staff+or+customers.+When+they+bring+their+baggage+from+home+to+work%2C+that+is+very+difficult+to+deal+with+and+typically+doesn%26rsquo%3Bt+work+well.%3C%2Fp%3E%0D%0A%3Cp%3EWe+have+a+lot+of+competitions.+We+incentivize+our+servers+to+sell+certain+things%2C+and+the+one+who+sells+the+most+receives+an+incentive.+This+still+doesn%26rsquo%3Bt+change+attitudes.+We+can%26rsquo%3Bt+teach+happiness+and+smiling.+The+individual+has+to+bring+that+to+the+job.+Right+now%2C+when+it%26rsquo%3Bs+so+hard+to+hire%2C+you+can%26rsquo%3Bt+always+get+people+with+good+attitudes+%26mdash%3B+and+that+gets+transferred+to+guests%2C+unfortunately.+That%26rsquo%3Bs+the+hardest+part.+Today%26rsquo%3Bs+employment+situation+is+very+difficult.%3C%2Fp%3E%0D%0A%3Cp%3E%5BSL%5D%3C%2Fp%3E%0D%0A%3Ch3%3EERIC+ROBISON%3C%2Fh3%3E%0D%0A%3Cp%3E%3Cstrong%3ECompany%3A%3C%2Fstrong%3E+CEO%2C+Robison+Venture+Group%2C+LLC%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EBrands%3A%3C%2Fstrong%3E+Rock+N+Roll+Sushi%2C+7+units+in+Georgia%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EYears+in+franchising%3A%3C%2Fstrong%3E+8%3C%2Fp%3E%0D%0A%3Cp%3EAn+outstanding+performance+each+time+in+each+city+is+a+critical+part+of+us+delivering+a+consistent+experience.+We+do+this+through+a+rigorous+system+of+checks+and+balances.+We+have+daily+checkpoints+of+product+freshness.%3C%2Fp%3E%0D%0A%3Cp%3EWe+are+always+doing+on-the-job+training+as+well+as+multi-location+group+training+to+make+sure+we+are+staying+up+to+date+on+all+the+current+products+and+maintaining+the+same+standards+of+excellence.%3C%2Fp%3E%0D%0A%3Cp%3ECulturally%2C+we+are+always+looking+to+grow+our+team+with+partners+who+love+sushi+and+Rock+N+Roll%21+It+all+starts+with+finding+the+right+people+who+are+excited+about+the+amazing+food+and+experiences+we+are+providing+each+day.%3C%2Fp%3E%0D%0A%3Cp%3E%5BSL%5D%3C%2Fp%3E%0D%0A%3Ch3%3EJOHN+MILLESON%3C%2Fh3%3E%0D%0A%3Cp%3E%3Cstrong%3ETItle%3A%3C%2Fstrong%3E+Franchise+owner%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EBrand%3A%3C%2Fstrong%3E+Mr+Brews+Taphouse%2C+1+open%2C+1+opening+in+the+coming+months%3C%2Fp%3E%0D%0A%3Cp%3EMaintaining+consistency+in+employee+training%2C+culture%2C+and+service+quality+is+crucial+for+the+success+of+my+businesses.+From+my+perspective%2C+achieving+this+level+of+standard+requires+a+concerted+effort+to+prioritize+my+employees%26rsquo%3B+well-being+and+help+empower+their+professional+growth+journeys.%3C%2Fp%3E%0D%0A%3Cp%3EThat%26rsquo%3Bs+why+I+personally+oversee+the+development+of+our+comprehensive+training+%26mdash%3B+so+it+is+uniquely+tailored+to+each+role+and+ensures+that+every+employee+receives+the+same+high-quality+training+no+matter+the+location+they+work+in.+As+we+look+to+open+our+second+Mr+Brews+location+in+Mesa%2C+Arizona%2C+this+consistency+not+only+guarantees+that+all+team+members+possess+the+necessary+skills+for+the+job%2C+it+also+fosters+a+shared+understanding+of+Mr+Brews%26rsquo%3B+values+and+company+standards.%3C%2Fp%3E%0D%0A%3Cp%3EA+strong+culture+starts+with+investing+in+my+team.+I+firmly+believe+in+fair+compensation+as+a+cornerstone+of+employee+satisfaction+and+motivation.+To+carry+this+into+practice%2C+I+implemented+a+policy+to+go+above+the+standard+rates+for+servers%2C+which+has+proven+to+attract+and+retain+top+talent.+By+valuing+my+employees%26rsquo%3B+contributions+and+compensating+them+accordingly%2C+I+believe+I+have+cultivated+a+culture+where+employees+are+not+just+loyal%2C+but+also+driven+to+excel+and+stay+in+their+roles.+This+has+proven+a+successful+strategy+-+in+the+3+years+we%26rsquo%3Bve+been+operating+in+Mesa%2C+we%26rsquo%3Bve+only+had+three+team+members+leave.%3C%2Fp%3E%0D%0A%3Cp%3EI+believe+my+management+style+is+simple%3A+fair%2C+but+firm.+I+set+clear+expectations+for+performance%2C+attitude+and+behavior%2C+holding+everyone+accountable+to+the+same+standards.+Consistency+in+leadership+ensures+that+my+team+understands+what+is+expected+of+them+and+helps+them+to+feel+supported+and+encouraged+to+achieve+their+individual+goals.%3C%2Fp%3E%0D%0A%3Cp%3EOverall%2C+my+commitment+to+employee+development%2C+fair+compensation%2C+and+consistent+leadership+continues+to+foster+a+culture+of+excellence+at+Mr+Brews+Taphouse.+By+prioritizing+my+team%26rsquo%3Bs+growth+and+well-being%2C+I+ensure+that+my+business+maintains+the+highest+of+standards.+Ultimately%2C+this+approach+not+only+drives+success+internally%2C+but+is+reflected+in+the+overall+customer+satisfaction+we+see+in+our+guests.%3C%2Fp%3E%0D%0A%3Cp%3E%5BTL%5D%3C%2Fp%3E%0D%0A%3Ch3%3EFRANCHISEE+BYTES%3C%2Fh3%3E%0D%0A%3Ch2%3EHow+do+you+balance+life+and+work%3F%3C%2Fh2%3E%0D%0A%3Cp%3E%3Cstrong%3EI+don%26rsquo%3Bt+think+I+do+this+well.+It+is+something+I+continue+to+work+on+year+after+year.+However%2C+I+have+also+learned+that+it+is+not+something+you+have+to+perfect.+Each+needs+its+own+attention+at+different+times.%3C%2Fstrong%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3E%26mdash%3BSam+Askar%2C+Askar+Brands%2C+75+Dunkin%26rsquo%3B%2C+42+Church%27s+Texas+Chicken%2C+1+Papa+Romano%26rsquo%3Bs%2C+1+Blackjack+Pizza.+Askar+Brands+is+also+the+franchisor+of+Papa+Romano%26rsquo%3Bs%2C+Blackjack+Pizza%2C+Papa%26rsquo%3Bs+Pizza+To+Go%2C+and+Breadeaux+Pizza%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EI+believe+that+they+are+connected.+If+you+are+happy+with+your+life%2C+you+will+be+more+productive+at+work.+When+both+are+in+sync%2C+you+will+have+inner+peace.%3C%2Fstrong%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3E%26mdash%3BSteve+Leibsohn%2C+Owner%2C+35+Wetzel%26rsquo%3Bs+Pretzels%2C+2+food+trucks%2C+1+Twisted+by+Wetzel%26rsquo%3Bs%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EThat+starts+with+having+a+fianc%26eacute%3B+who+appreciates+your+work+life+and+even+works+for+the+company.+My+life+doesn%26rsquo%3Bt+revolve+around+my+job%2C+but+I+do+need+people+in+my+life+who+can+respect+what+I+do.+That+means+understanding+that+at+any+given+time+my+phone+may+ring+or+a+text+may+come+through+that+is+work-related.+It+takes+a+special+person+to+understand+this+and%2C+luckily%2C+I+have+that+person+in+my+life.+He+also+recently+came+on+as+the+director+of+construction+for+the+company+and+has+become+an+integral+part+of+building+the+new+Scooter%26rsquo%3Bs+buildings%2C+as+well+as+remodeling+many+of+the+Subways+and+other+repair+work.+I+have+also+taught+my+staff+how+to+handle+almost+every+situation.%3C%2Fstrong%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3E%26mdash%3BRachel+Wallace%2C+CEO%2C+CHF+%28Cup+Half+Full%29+Investments%2C+SRW+Management%2C+25+Subway%2C+3+Scooter%26rsquo%3Bs+Coffee+open+%2811+total+signed%29%2C+1+Best+Western+Plus%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EI+don%26rsquo%3Bt+think+there+has+to+be+a+traditional+%26ldquo%3Bbalance%26rdquo%3B+when+you+are+hands-on+with+your+work%2C+as+many+of+us+in+franchising+are.+When+your+work+makes+you+and+your+family+happy%2C+you+can+be+both+working+and+living+all+the+time.+I+try+to+keep+my+office+meetings+to+weekday+mornings+so+I+can+spend+weekends+with+my+family%2C+but+we+all+live+on+a+flexible+schedule.+I+do+think+taking+some+occasional+breaks+for+travel+and+vacation+is+important.%3C%2Fstrong%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3E%26mdash%3BNeil+Hershman%2C+Owner%2FCEO%2C+7+16+Handles%2C+3+Dippin%26rsquo%3B+Dots+%26+Doc+Popcorn%2C+2+Captain+Cookie%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EThis+is+always+a+challenge.+The+biggest+thing+I+do+is+set+boundaries.+When+I%26rsquo%3Bm+at+work%2C+I+need+to+be+invested+in+that.+When+I+am+at+home%2C+I+need+to+be+at+home.+Anything+that+has+not+gone+as+planned+at+the+locations+can+be+handled+when+I+get+back+to+work.+At+times%2C+this+seems+near+impossible%2C+so+I+focus+on+developing+the+right+people+to+handle+issues+when+I+am+not+accessible+so+that+I%26rsquo%3Bm+needed+less.+Always+be+focused+on+developing+someone+who+will+replace+you%2C+so+you+can+protect+your+own+time.+It%26rsquo%3Bs+a+resource+we+can%26rsquo%3Bt+get+back.%3C%2Fstrong%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3E%26mdash%3BKarl+Malchow%2C+Owner%2C+Renegade+Pizza%2C+5+Toppers+Pizza%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EIt%26rsquo%3Bs+an+ongoing+process%2C+but+my+family+is+my+top+priority.%3C%2Fstrong%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3E%26mdash%3BPathik+Patel%2C+President%2C+VAAP+Management%2C+16+Dunkin%26rsquo%3B%2C+1+Buffalo+Wild+Wings+Go%2C+1+Curry+Up+Now%3C%2Fem%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cstrong%3EMaking+time+for+family+is+the+most+important+part+of+that+balance.+I+try+to+include+my+wife+and+kids+in+almost+everything+that+I+do.%3C%2Fstrong%3E%3C%2Fp%3E%0D%0A%3Cp%3E%3Cem%3E%26mdash%3BJoe+Piro%2C+President%2FFranchisee%2C+Supreme+Greens+Franchise+Group%2C+21+Salata+Salad+Kitchen%2C+3+Face+Foundri%26eacute%3B%3C%2Fem%3E%3C%2Fp%3E

Published: April 22nd, 2024