IS IT ALL IN THE PROCESS? by Turp Ricketts Pillars of Franchising - Turp Ricketts of UniFi Equipment

Who doesn’t like a well-oiled process? Personally, I love it when a process works like it’s supposed to. According to the Cambridge English Dictionary, a process is “a series of actions that you take in order to achieve a result.” The word, ‘process’, can be used in various ways and have several meanings. It can refer to a training piece a franchisor builds for their franchisees or it can be the nuts and bolts of a strategy a GM uses as he builds out his team. The one constant in the meaning of process is that it almost always sets up to be a road map for success. That is why I love the franchise space so much. They have a process that has been tested and is continually refined.

Over the past 3 to 4 years, we have seen an incredible amount of attention put on improving processes, making things easier through technology and re-imagining the whole customer journey.

A juggernaut company like McDonald’s has invested (and asked its franchisees to invest) in their process to fine-tune the customer experience. At UniFi we have spent countless hours honing our customer-facing process and using technology as an important element. We introduced BOOST, a completely digital financing platform to perfect our customer’s experience – but that’s only part of the bigger process.

My take-away from all of these advancements, even our own platform, is that balance is necessary for success. When I played baseball in college and went into an 0 for 10 slump, a huge part of getting me out of that slump wasn’t simply watching film and breaking down data and analytics. No – it was my coach, leading me to tweak a few things in order to break out time and time again. When franchisees buy into a brand, are they just doing it because brand X has a great app and tech platform? Certainly not! They are talking to the leadership of brand X and other franchisees to see if they are a fit. They want to know about the secret sauce that will make their lives as franchisees a true recipe for success.

Technology may be an enabler, but it is people who drive the process.

Author

  • Fred McMurray is a champion of social media for B2B companies, CEO of Linked Local Network - a source for resources, awareness, traffic and connections. CEO of Westvyne, a marketing company in headquartered in Pismo Beach, Ca area with a global clientele. Fred is the co-host of the Pillars of Franchising internet radio show on the Linked Local Broadcast Network. You can listen live at https://www.pillarsoffranchising.com on Thursdays at 5p Est. Fred’s mission is to provide a digital platform for online communities to connect via social media networks to the local offline community - leading to new relationships, increased support systems and shared resources. His motto is Link locally, connect globally. Inc Magazine listed Fred McMurray has Social Media Influencer for 2013-2019. Fred is an Entrepreneur, speaker and platform blogger on social media topics for small business. Fred has co-developed the Digital Dominance Index Methodology for measuring the growth of a digital/social media presence. In addition, he was an early adopter of LinkedIn in 2003 and has worked on developing models for the development and growth of social media groups. He continues advanced research in the development of syndication peer networks for small/mid sized business and non-profits. Equally at home designing software solutions, trouble-shooting computer networks or building online community networks, Fred understands the technology needs of small to medium-sized organizations. LinkedIn – http://www.linkedin.com/in/FredMcMurray Twitter – http://www.twitter.com/FredMcMurray Website - https://westvyne.com Web - https://linkedlocalnetwork.com

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