FRANCHISEADVICE
Great guidance W
Karen Kelly on developing a good franchisee training programme
hen I sat down to create the training programme for the Cleanhome franchisees, my objective was
simple – at the end of the training programme I wanted each franchisee to feel confident about meeting clients and cleaners but equally confident about actually running the business. There were a few considerations I needed to take into account when planning the training programme. For example, I wanted it to become a working document, one that was personal to each franchisee and one they could refer to in the future when needed, not
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just a manual that they kept on a shelf and never looked at again!
Most of our franchisees have never run a business before, so the ‘back end’ – the administration, legal and finance and technical functions – are as important as the ‘front end’ – the clients. So, therefore, it was critical that both aspects of the business were covered within the training programme. It’s essential that franchisees completely understand all legal aspects of the business, from the terms and conditions of contracts and why they are there to the employment laws that they will come across. By helping them to understand these issues, owners can ensure that franchisees are operating
their businesses properly and not making legal mistakes. There are a huge amount of franchise operations that don’t teach all the legislation issues, which means that, unless they do their own research, franchisees could unwittingly be operating without adhering to legal business requirements. To make sure I don’t overwhelm new franchisees with too much information all at once, the training course was designed to balance the information they needed to know with practical role-playing exercises that taught them to feel confident about actually selling the services we provide. It is, of course, better to have franchisees’ knowledge and confidence built in the training room rather
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