One of the key things to remember about buying a franchise is that it comes with a lot of responsibilities. Yes, you are your own boss but your small business will require you to act as supervisor to other people also. How you treat your employees will have a knock-on effect on how successful the company is – happy employees equal happy customers.
Many franchisees will never have acted as a boss before, and while the franchisor’s training will usually provide guidance on how to hire and monitor staff, carrying the task out can be a culture shock. For some it results in becoming authoritarian, while others may try too hard to be everyone's best friend, thus losing respect. Staying away from the following will help to strike a balance between the two:
1. “It’s always been done this way.”
This is particularly relevant for a franchise. While the business model has been proven time and again to be successful, there are always ways for it to be improved. Times change, countries’ cultures are different, and the rules must be adapted accordingly. Ensure that your employees can share their innovative ideas freely and also that they are open to direction and input from both their boss and other colleagues. When a team engages in a collaborative manner, the business benefits.
2. “This is MY company.”
It is important not to let the whole being-your-own-boss element go to your head. Stay away from emphasising rank. Don’t worry, your followers are well aware that you are in charge, and they will not appreciate being reminded about it. It’s like being fashionable; if you have to tell someone that you are, then it means you’re not. Make sure that you are cultivating a happy work environment and not one where employees will feel unappreciated or worse, intimidated.
3. “What’s the latest gossip?”
Tempting as this may be, it is not wise for an employer. The boss sets a company’s tone, and if you gossip about staff members, you are giving the impression that it is acceptable for everyone to do so. Treat your employees with respect and be sure to intervene when you feel that there is a less than respectful attitude directed towards you or towards any of your staff. Everyone deserves to work in an environment where they feel respected and appreciated.
4. “I’m too busy.”
Starting up your own business (unless it’s a part-time one) is renowned for initially demanding extra hours and work. You are going to be occupied, but you cannot afford to be so dismissive and show such a lack of empathy towards your employees. Rather than reject them, ask them to come back at a later time when you will be more available (and see it through!). Make sure that your staff feel comfortable coming to you with any issues. A boss that is emotionally intelligent will thrive. If you lack emotional intelligence, this is something that you will need to work on in order to run a successful and productive business. Make time for your staff and help them look for creative solutions to problems.
5. “That is just a small client.”
For some of the popular franchise industries such as fast food or home care, customers are all the same size and therefore this doesn’t apply. However, there are many sectors – the B2B services in particular – that deal with clients on all types of budgets. Employees must learn not to treat the low-paying customers as if they are any less worthy. The clients themselves will notice – word of mouth is a very powerful tool – and your reputation could be at risk. It could cause competition amongst your staff as they fight over who gets to work on the big accounts. Treat each one of your clients equally and make them feel appreciated.
6. “Just let me do it.”
Even if you are a hands-on manager, the company will not grow if you do it all yourself. The staff must learn to be self-sufficient, and this will not be possible if you continuously step in and prevent them from gaining experience. Allow your staff to shine in their individual roles and make sure that they are content in what they are doing. If they need further support or training, put those tools in place. If they have grown dissatisfied in their current role, discuss ways of resolving this. The key here is to help each staff member to do what they do best and not to rely on you for continual guidance on how to do their job. No one benefits from micro-managing.
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