| Jamie, let me start by explaining our business model. We are The Screenmobile, a mobile window, door and patio/porch screen repair and replacement company. We have currently 96 franchise locations across the country. The biggest issue we have is keeping our franchisees compliant, operating the business model per FDD guidelines, being successful with the model and in good communication with our corporate offices. We have learned that we must provide more education and get create a stricter system for the business model operations. Having 8 years of restaurant management experience earlier in my career, I quickly understood how important strict adherance to standards of the "Brand" were. In a restaurant business, the brand standards are everything. From how you hire and train employees, to the menu and preparations of each item offered. The best way to provide this compliance is to have detailed operations manauls that cover every aspect of the business. This means you include every task, every topic and every possible contingency in operating the brand. The more compartimentilized the manuals are, the easier it is to have employees use and to follow. By your post I read that you probably have some of the same issues as we have. In an effort to create a culture of strategic-partnerships, we are building a "Turn-key" system to make succes as easy as possible. The key here, is a system that is easy as possible to learn , operate and be successful with. To get this done, we will be revamping our franchise support system this year. The key component is a web based platform where each franchisee can log on at their leisure and get information, training and support when they need it, 24/7. This will require not only a web based extranet for all franchisees to connect (which we have currently), but also to provide an online"University", where training can occur continually as the franchisees matures into the system. We are looking at an LMS (Learning Managament System) where we can create a self paced learning environment, where not only the franchise owner can learn to be a great franchisee, but to also educate their employees and managers. We will be creating a ciriculum where different acpects of the franchise model are broken down into their core components, such as business operations, marketing/advertising, sales and of course, the product or service aspect that our franchise offers. We then will create a course ciriculum for that core, from an intro 101 class to a Masters 601, where certification is given. By doing the same for each core component of our brand, our franchisees will continue their training after the intial 10 day session at our training facility, and continualy move forward witheir education as a Screenmobile Franchise owner. Once the franchise completes all core tracks, they become a certified Screenmobile Professional. We will then use these "Certified Professionals" to assist the newer franchisees on a regional level as mentors. Our existing franchise base who also will go through the Screenmobile University, from which we will select a more competant Franchise Advisory Council, who will work with our corporate office to grow and improve the entire organization. Along with the Initial Training and the University web LMS, we will build our Support staff, who will be responsible for all communication during the certification stage of each new franchisee. Their job is to provide tech support, business operations guidance and visit the new franchisees several times during the first 6 months to check on compliace and operations health. They will also provide what live training is necessary to move the franchise along their maturation to a successful Screenmobile Franchise. Once a franchise completes his/her degree as a Certified Screenmobile Professional, they will be monitored on a as needed basis by the support staff. By this time, we want each certified professional to becme a mentor on a regional level, giving back to the system which made them a sucess. This process will be the validation we will need to push franchise sales for the next 10 years, growing to 500 locations and beyond. We are in the planning and budget stage with this process and will begin implementation in the 3 & 4 quarters of 2008, with expected completetion by 2nd Quarter 2009. It is a huge endevour but with many resources available to franchisors, such as the IFA organization, we can outsource where necessary to get the job done. I hope this information is helpful and am glad to share any further information on where we are going with our support and training departement if you feel it would be of value to you.
Jamie R. Nelson
Franchise Performance Director
The Screenmobile Corporation
jamie@screenmobile.com
(760) 343-3800 Ext 113
(760) 343-7543 FAX
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