One Stop

One Stop

What are the support systems that you have in place for your franchisees?

Being a retailer ourselves, we know how important it is that our franchisees businesses runs smoothly 24/7, but we also understand that things can inevitably go awry, and as our franchise business grew we knew a helpline offering franchisees advice and support would be a crucial service.

We are really proud of our Franchise Support Team which has grown from two people in April 2014 to an amazing team of four today (Sophie, Marie, David and Julie) who are dedicated in assisting all franchisees and their teams six days a week.

Phone lines and emails are open from 8am – 6pm Monday – Friday and 8am – 12pm on Saturdays with our IT Helpdesk Service Centre open from 6am – 9pm seven days per week. We are able to assist with lots of different types of queries including, orders and deliveries, scanning and prices, promotions and POS, merchandising and ranging, maintenance, new retailer enquiries and customer service enquiries just to mention a few! The team are experienced; many coming from our stores so they understand the pressures, issues and are experienced in the ways of working and routines. If required they can also gain remote access into the franchisees back-office and see any issues in their live environment enabling the team to help quicker.

We also have a dedicated team who are on the road helping our franchisees.

BDMs

  • Our BDMs help franchisees with all aspects of their business, from retail standards, building customer confidence to cost savings and growth opportunities across the business.
  • Their dedicated business development manager visits every four weeks, helping them to grow their sales and margins
  • We’ve always stuck to our principles – one BDM per 20 stores. This ensures our BDMs get enough time with our franchisees every month in order to effectively access and improve their business! Our competitors operate a much larger scale so the face time their retailers have with BDMs is so short that it becomes unproductive.


LSMs

  • All our LSMs are experienced retail managers and epos super users, so our franchises can rest in the comfort that they are in safe hands – they provide assurance and training through what can be a stressful time in a franchisees family's life. We support franchisees with additional training after the initial transition period.


Operations and training managers

  • Our operations and training managers communicate changes to operational processes and support stores through training and development.


On average the team deal with 250 enquiries a week, and resolve 98% within the agreed SLA (service level agreement)

What development and coaching opportunities do you offer your franchisees?

As a business, we take a continued training, coaching and mentoring approach. We are proud to have recently provided several new initiatives to franchisees – completely free of charge.

One improvement that we made at the end of last year was re-engineering our successful store colleague-training programme and made it accessible to all our franchisees.

The programme has been designed to ensure that franchisees and their store teams are compliant with Trading Standards and current UK retail legislation. Amongst a host of benefits, it tackles key issues such as how to retain the great colleagues franchisees have working in their stores. Providing incredible customer service, to ensure that customers return time and time again and how to build a more knowledgeable and efficient work force, to make everyone’s workload more manageable, are also covered.

The e-learning is a web-based training tool that all our franchisees can access through their back office system or via a personal computer. Through a series of interactive video lessons, the training programme provides a comprehensive understanding of all areas that store teams encounter on a day-to-day basis, ensuring that they are trading legally. Once completed colleagues receive the relevant documents, to show that they have received the required training. The first six lessons include customer care, age restricted products, security, credit card machines and health & safety. After this, additional lessons can be accessed dependant on job role.

In addition to the online training, the Tool Kit contains a whole host of supporting documents from successful recruitment guides, application forms and posters to interview best practices and
e-learning certificates.

We also run range reviews throughout the year, so franchisees don’t need to worry about stocking the right products. We constantly review their stores sales to ensure they are getting the most money out of every inch of available space.

We also run our ‘Food for Thought’ customer satisfaction programme that helps franchisees recognise the benefits and importance of customer service. They collect customer feedback and use it to make improvements to their store in regards to range, customer service, training and layout. This is a key element of helping franchisees to develop and grow their business. Since launching the programme overall customer satisfaction across our franchise estate has improved by 12%.

What incentives do you give to your franchisees?

We offer our franchisees a 1% rebate based on brand standards across the store – range, POS, appearance, etc. We also run active sell competitions with prizes, and offer free seasonal stock for colleagues and customers.

What other support models do you have to help your franchisees?

The level of reporting and insights we provide franchisees is what really sets us apart. If something works well in the company estate we can flag it to franchisees to try in their own stores. We also give all of our franchisees routine pads, which help their entire team manage tasks that need to be completed.

Because our ranges can be very seasonal, we help franchisees engage with customers and make the most out of seasonal events such as Halloween, Christmas and Easter. We provide insight guides, bunting and lots of back office tools to run things like colouring competitions and raffles.

What challenges do you have supporting your franchisees?

Central communication is the biggest challenge that we have. Not everyone reads an email, and not everyone will read a text. Slack is the newest communication tool that we have implemented, the equivalent of a company Facebook. It has significantly helped us engage more with our franchisees, most are now using the app for ease and sharing best practise with each other!   

 
 
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