Multi-Unit Franchisee Insight – Talking About Innovation And Operations

We talk to successful multi-unit operators constantly here at Franchise Update Media. These busy on-the-go people share great insight and wisdom with us through our profile stories in Multi-Unit Franchisee magazine. Here, from our archives, are some insightful responses from some of these franchisees.

How do you give your team room to innovate and experiment?
I like to hand out projects to key team leaders and ask them to figure a better way to execute the task. Then I check on them every week. I do not micro-manage. If they have the passion and will needed, they will achieve the goal.

At your level, are you still involved in operations?
Since I grew up in the restaurant business, being in a restaurant is very comforting. I like to interact with team members. I practically have ketchup in my veins!
Angelo Freites, multi-unit operator of Checkers and Del Taco

How do you give your team room to innovate and experiment?
By asking questions and listening to my team’s suggestions.

At your level, are you still involved in operations?
Very close. I love to visit our teams in the field.
Eric Holm, multi-unit operator of Golden Corral, Krispy Kreme, Marriott Fairfield Inn & Suites

How do you give your team room to innovate and experiment?
Any team member who has an idea is always encouraged to bring it to the managers or to me. I’ve had great ideas come to me simply because someone is working on something and says, “This might be faster.” They’re the ones on the food line every day so I trust their ideas.

At your level, are you still involved in operations?
Five days a week I’m in a store. I make sure I’m always in a store for lunch during the weekdays no matter what. We live and die by our lunch rush, so I make sure I’m there.
Andrew Howell, multi-unit operator of Tropical Smoothie Café

How do you give your team room to innovate and experiment:
I give people a lot of space, and I encourage failure. I like people to take initiative, to make decisions without needing to seek permission when there’s a good opportunity to do something.

At your level, are you still involved in operations?
I look at numbers weekly and spend time with market leaders as well as district managers. I spend time in the stores, and I will get my hands dirty if I see something that needs doing. If there’s a pile of dishes in the back, they will get cleaned.
Mike Hamra, multi-unit operator of Wendy’s, Panera Bread, Noodles & Company, Holiday Inn Express