Who Should Attend:
The seminar is designed for “C” level executives, those in charge of Operations, Field Consultants and Coaches, Franchise Business Managers, and Multi Unit Franchisees. Anyone who influences and creates the strategies and processes helping franchisees become more profitable and grow their unit revenues should attend this seminar.
How You Will Benefit From This Seminar:
Participants will leave the seminar able to compare how they are doing against World Class Customer-Centric Brands. They will have specific action items, both long and short term, they can implement in their organizations. These will be helpful when working with the franchisees as they operate their businesses to result in increased unit revenues and profits in their locations.
You Will Learn and Leave Knowing:
- How to Get More New Customers?
- How to Retain More of Your New Customers?
- How to Retain More of Your Existing Customers?
- How to Build Frequency with Customers?
- How To Ensure Customers Are Very Satisfied?
- How to Create a “Great Place to Work?”
- How to Reduce Team Member Turnover?
- How to Increase Team Member Satisfaction?
- How to Get Customers to Recommend You to Their Friends & Family?
Discovering the answers will empower the participants to increase franchisee unit revenue and profits.
Background to the Seminar:
In the past, companies and organizations have focused on primarily two things: increasing revenues and making a profit.
The ways in which companies increased revenues and made a profit included managing variable items like marketing, labor, cost of goods sold, inventory, shrink, team member training, and negotiating with landlords and suppliers. If you knew your numbers you could predict revenue and profits. All of these numbers related to manufacturing a product [sandwich, oil change, haircut, fine meal, etc.] and businesses was characterized by having what is referred to as a manufacturing mentality, i.e. “How can we make it better, quicker, faster, less expensively, and with fewer errors.”
This thinking created such well known control processes as ISO9000, Total Quality Management [TQM], Zero Defect Management, and Market Share.
Today we are still very concerned with increasing revenue and profits but we have a better way of getting there, and getting there without abandoning the past ways of increasing revenue and making a profit. Today we are replacing the “Manufacturing Mentality” with a “Customer-Centric and Team Member-Centric Mentality.” A Customer-Centric and Team Member-Centric Mentality is always focused on the customers of the Brand and the team members who deliver the customers’ experiences.
A Customer-Centric and Team Member-Centric mentality begins by wanting to create great experiences for new, existing, and potential customers and to create a great place to work for Team Members. It used to be the only way customers could experience us was to do business with us or meet someone who had done business with us and that meeting was face-to-face. Today meeting satisfied, unsatisfied and dissatisfied customers and team members happens via Social Media.
Businesses face a daily challenge which is: determine who its customers are, determine what they value, determine how you can enhance what they value, create a great place to work, implement the business model, measure the effectiveness of the model at creating promoter customers, adjust where necessary and repeat as needed. The key is to constantly work at enhancing what customer’s value, designing experiences for its customers, having dedicated loyal team members execute the experiences and reap the benefits of having very satisfied, loyal, frequent user, promoters of its business who drive unit revenue and profits.
If a business wants to know how well it is doing at creating very satisfied, loyal, frequent user, promoters it must measure the customers’ perceptions of the experiences and then act on those perceptions making changes resulting in more and more promoter customers.
The measurement of customer and team member perceptions is not new. What is new is the ability to measure thousands of customers’ and team members’ perceptions, to analyze those perceptions, and most importantly to make changes resulting in more and more very satisfied, loyal, frequent user, promoter customers and team members.
This is where increased revenue and profit comes into the picture. Think how much more revenue and profit you could make if:
1. More first time customers were retained and became frequent users,
2. Existing customers came in more frequently,
3. A high percentage of customers influenced their friends and families to do business with you,
4. Your team members were committed to creating the best experiences for your customers,
5. Your team members loved to work in your business and thought it was a great place to work.
It is the job of business leaders to focus intently on the new reality of creating and retaining very satisfied, loyal, frequent, promoter customers and engaged, loyal team members. This involves asking and answering the questions mentioned earlier [who are our customers, what do they value, and how can we enhance what they value, and what does it take to create a great place to work], designing customer experiences based on that information, and measuring the key metrics of a Customer-Centric and Team Member-Centric mentality; number of new customers, customer retention, customer frequency, customer satisfaction, customer loyalty, team member turnover, and team member satisfaction.
Bob Gappa: Founder and CEO of Management 2000 has 35 years in helping individuals and companies develop personal skills and systems for improving their abilities. Bob has been a franchisee of several concepts which brings another dimension to this seminar.
Andrew Erskine: Vice President of Management 2000. Andy is an expert at developing successful strategies and tactics involving; technology, people behaviors, philosophies and processes and has helped many Brands improve their results. . Andy has worked for several franchise Brands and brings a unique perspective from a team member’s view.
Lunch & Breaks: Will be an opportunity for participants to network, exchange techniques and information. Our seminar leaders will be available for networking.
Space is limited – Register Early
Only 20 people can attend each session. Sessions tables are configured in a “U” formation for maximized interaction, collaboration, participation, discussion, and sharing of ideas.
Morning Continental Breakfast
Morning and afternoon refreshments
A gourmet lunch
Seminar materials designed by our experts to enhance your learning and the take away value of the day and include useful aids to improve your skills.
An experienced team of facilitators who have years of experience in improving Profit and Growth of multiple companies.
The ability to call our seminar leaders after the seminar if you have questions on how to use the materials and content covered during the session.