We want to paint a picture of the activities involved in running the business and the priorities set in completing them.
We would like to look at a ‘typical’ day, from business start to when you switch to family time, even if you go back to finish some business stuff later.
Time is split between:
• Team management / staffing related activities – recruitment/training/reviews/briefing/problems
• Sales admin
• Business planning
• Business admin ( franchisor reporting/accounts)
• Fleet management
Developing team members:
• Recruitment advertising/interviewing
• Ensuring they understand their roles as individuals and as part of the team
• Expected to cover multiple roles
• Develop the best of the staff to more supervisory roles
• Handling any conflicts or issues that can’t be resolved within the teams
• Keeping them on track with regular training – hands on or video/computer based via the HUB and the Stickman University
Head office systems help with the workload and completing specific tasks:
• Lead tracking
• Sales tracking
• Job tracking
• Staff management
We plan the next week’s moves on the previous Friday. This allows team members to plan their own weeks and advise us if they need time off for any reason. That leaves CSR’s and franchisees to manage any last minute bookings or problems that arise.
Staff are seldom around all at once. They come in to the yard when they need to, rather than everyday. Communication is often by phone and text.
CSR’s are responsible for following up leads as they come in and staying in touch to win the business. They also ensure the money comes in and are the first in line to chase up payments.
Monday morning is the point to assess lead volumes and decide on any actions to generate more leads if needed for the following week.
Head office keep a keen eye on all the individual businesses, so there is a mixture of systems analysis by them and regular reporting to them.
As the franchise owner I started keeping a close, mostly hands-on function with the books, but have gradually relinquished that function to an accounts admin role. I still review the numbers regularly through the week, but more from an overview basis than detail. The detail is reviewed more on a monthly basis, but not many surprises as they are picked up early and aren’t allowed to fester or grow into problems.
When do you make time to plan for the future?
How you ensure you some ’you’ time and some family time?