Bart Puett, President and CEO of Maid Brigade, Inc wrote a great blog post entitled “Evaluating a Franchise Training Program: Five Essentials to Ensure Your Potential Franchisor Will Provide Adequate Support“ Reading his post inspired me to ask the question “If they're Social?” If you are evaluating a franchise ask how they incorporate social media into your training and ongoing success.
Intensive Pre-Opening Training Your pre-opening training will usually involve physically attending a training class. But ask what pre-training is offered. Most people learn best when material is presented in several smaller modules. But this is not practical when you travel to an intensive training. Training becomes more effective when it combines pre-training learning activities, classroom training and follow-up to address retention and transfer. This pre- and follow-up learning is easily delivered online via e-Learning and social interactions.
Mentoring Mentoring is a great form of social learning. When a new franchisee has questions, can they contact a “mentor” franchisee to get answers? My mentor benefits from this relationship by becoming better at their own job. It is the oldest form of training. It’s how parents train their kids. The challenge in this is that everyone does not make a good mentor and there not always engaged in teaching. Sometimes there just too busy running their own business. The solution is to have group mentoring (social mentoring) where you post questions to the group and those with the answers can share. Then as people add to the knowledgebase, it grows and becomes more valuable to the community of franchisees as a whole.
On-Site Team Trainers On-site team training is important. It gets the “pro” to your site and they have the ability to see the things that you as a new franchisee don’t. But the questions to ask are:
• How often will they visit? • How much time will they spend during each visit? • What are their goals for the visit? • How do these goals align with your needs? • What happens when they don’t? Can you add to the goals of the site-visit?
Your ability to consult with them at any time is important. What technology do they employ to engage with franchisees virtually? How simple and how quickly can you leverage this technology to solve your daily issues?
Franchise Consultants Consultants can help you run the franchise and are an important tool. How will you communicate with them? E-mail? Telephone? Which consultants stand out from the rest in your specific industry? Are there ones near you that have a proven track record of success? If so, are they rated somewhere? Where can you look them up? A strong franchisor either has all of this information already gathered, or is utilizing an enterprise social network to gather this data right from their franchisees who are in the front lines. An enterprise social network can be a huge benefit to a franchise system, but also to consultants as well. A consultant has the opportunity to share his or her expertise, and to become known and recognized as an expert in your industry through their engagement with a franchise system.
Ongoing Support and Training The best ongoing training and support happens When you need it, Where you need it and on What device you need it. Email, databases, newsgroups are all passé. The new way to support the franchisee is through a social network designed just for the franchise that offers the security to talk about operational issues privately and securely. An Enterprise Social Network gives your franchise the way to connect franchisees and deliver learning experiences far beyond what a ‘training event’ can. It also becomes a resource where you not only can research answers to your questions but also post new ones and join in on the conversation with other franchisees. Two heads are better than one, three are better than two and when everyone collaborates we all benefit.