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Lately, we’ve been talking about Touch Points, or all the ways you interact with your customers. It’s a fascinating topic, because the more you analyze your business, the more Touch Points you’ll find. For instance, last week we discovered that recruiting was a Touch Point, because the right employees can shape the customer experience. This…read more
If the best way to market is by referral, there’s no better endorsement than your staff. Think of it as free advertising, every time an employee gives a glowing account of their job. And as we’ve said before, happy workers lead to happy customers. It all adds up to one, inevitable conclusion: your employees might…read more
Thanks for tuning into Ken’s message on Friday. We hope it addressed any questions or concerns you may have about our service revolution. As Ken reminded us, our focus will remain on building strong franchisees, and ensuring an economically sound transition for each of you. As our President, Ken’s job is to inspire the troops. …read more
Last week, we talked about reviewing your resources for the New Year. Today, let’s shift focus and discuss the goals you’re trying to achieve. You should have set a list of 2015 goals (budget, business plan, etc.) at the end of last year. Now, it’s time to execute. It should become very clear in just…read more
January is the month for resolutions—finding your vision and setting goals. While most people are busy joining a gym, paying off credit cards, or learning a new hobby, we business owners have a special set of resolutions to consider: our operational goals for 2015. When it comes to New Year’s resolutions, experts say it’s best…read more