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Training is the cornerstone of a successful franchise brand

“The only thing worse than training your employees and having them leave is not training them and they stay” The most powerful by-product of increased performance and engagement through training is improved employee retention. When employees have received  training constantly, they have an increased feeling of value and loyalty.

Training has specific goals of improving one’s capability, capacity, productivity, and performance. It forms the core of being competent in your work environment and provides the backbone to techniques and skills. In addition to the basic training required for a franchise, training may continue beyond initial competence to maintain, upgrade and update skills throughout working life and becomes professional development for a staff member.

One of the challenges new franchisees face begins soon after the franchise agreement is signed which is hiring and training employees. The success of each franchised unit depends on the quality and behavior of its employees. And it is hard to find a franchise concept that does not need employees to function optimally.

The challenge is especially acute at retail concepts, where front-line employees are the face of the brand, dealing directly with every customer every day. We are all familiar with the stereotypical fast-food employee: a pimply faced, mumbling adolescent who has trouble making change for a quarter, much less making a burger.

In practice, everything an employee does makes an impression on each client or customer, creating satisfaction and loyalty or driving them to a competing brand. For franchisees, it is all about managing the “customer experience,” and training employees in the ways to deliver it, in every transaction, every day. In other words, the success of your franchise business is directly related to the quality of your employees’ behaviors and attitudes.

Any franchisor genuinely interested in their franchisees’ success will provide training in how to hire and train employees. We have developed some courses that are standardized. However, we do develop franchisor specific courses for example Standard Operational Procedures (SOP). We do the training if required or train we can train the trainer.

Robin van Rensburg

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