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June 2014
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In this issue: Taking the Global Education Market by Storm Franchising and the Stock Exchange Franchising: A Key Element in the Launch of a Country's Economy Franchise News • Franchise Advice Global Market Trends • Business Advice
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Contact Information
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電話tel: 853-8798 9675 傳真fax: 853-2872 3332 電郵email: sec@mfe.mo
主辨機構 Organisers
支持機構 Supporting Organisations
銀行合作夥伴 Bank Partner
協辦機構 Co-organisers
媒體合作夥伴 Media Partner
特邀合作夥伴 Specially Invited Partner
項目顧問 Project Consultant
承辦機構 Coordinator
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6-8 PINGU’S ENGLISH - TAKING THE CHILDREN’S FRANCHISE MARKET BY STORM by Matt Brown, New Business Manager, Linguaphone Group
10 - 11 FRANCHISING & STOCK EXCHANGE: THE WINNING COUPLE The Advantages and Benefits of Listing. Noodles & Co and AmRest: when networks create value on stock market by AZFranchising, translated by Maria Aliprandi
14 - 17 A LIGHT IN THE DARKNESS Franchising keeps on being a key element for relaunching countries economy and employment. Associations, important magazines, and important players in the industry confirmed this trend.
18 THE TOP PREDICTORS OF SUCCESS IN BUSINESS by Jan de Beer, Managing Executive, The Fish & Chip Co
20 - 21 5 MYTHS ABOUT OUTSOURCING CUSTOMER SERVICE
26 - 27 20 WAYS TO GROW YOUR BUSINESS Stephen Archer, Business Analyst and Director of Spring Partnerships a business consultancy specialising in leadership development, shares his tips on how to grow business.
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Publishers Hart Media Group 129A High Street Lymington Hampshire United Kingdom SO41 9AQ news@franchiseek.com Editorial Trevor Hart news@franchiseek.com Production Talk Media Ltd Tel: 01590 689755 Disclaimer The inclusion of any article or advert does not constitute any form of endorsement or approval by Hart Media Group. All submitted articles will be considered. We reserve the right to refuse any advertisement or article which we consider unsuitable. Whilst we make every effort to ensure all advertisements and articles are correct, Hart Media Group, will not be held responsible for errors or omissions. © Hart Media Group Ltd 2014 All rights reserved. No part of this magazine may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or using any information storage and retrieval system, without permission in writing from Hart Media Group, except that brief passages may be quoted by a reviewer in a magazine, newspaper or broadcast review. This publication is designed to provide its readers with accurate and authoritative information with regards to the subject matter covered. If legal advice or other expert assistance is required, the services of a competent person should be sought.
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CNA EXECUTIVE SEARCH CNA is an Executive Search Business offering you a complete businessin-a-box, a proven path to success
Nick Sprang Meriden Hall, Mereiden, CV7 7PT, United Kingdom +44 (0)1676 822222 www.cnainternational.co.uk
Now is the right time Capitalise on a growing global marketplace with your own sector-specific executive recruitment business. CNA International franchisees have earned a reputation for providing an effective, confidential service. Building Long and profitable relationships our Clients that are forged through strong ethics and a transparent fee structure. We are partners of both high-flying professionals and major global organisations some of these relationships have been over many years. The CNA brand of our franchisee businesses now forms the executive search arm of the Pertemps Network Group, providing huge benefits to our franchisees. Look at what you can achieve: A Master/Country franchise with CNA is the ultimate business partnership designed to offer the new Partner the full backing and support of a large multi-national group allowing you to build a substantial business tapping into all the resources of this well established brand. We are part of the largest Global Recruitment Business. Our sole business is to work with experienced Partner to extend the brand around the globe. Working with partners who have the desire and talent to build their own recruitment company in their own country. We understand that good recruitment Partners who work autonomously within an agency environment will get to a stage in their career when they realise that they are making far too much money for someone else and substantially less for themselves. What’s the Deal? Master/Country franchise cost: From 50k to 250k Recruitment targets: Based on UK Model: Size, Population, Demographics and ROI would need to be evaluated first and discussed in detail with the new partner. What do you get? Master Franchise – Country Partner. •
A recruitment company with an International Brand
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A website, specific to your region
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A logo, stationery, business cards, specific to your business
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Email hosting and full technical support
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CV search facilities
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Full back office support
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Recruitment and business development mentoring and guidance
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Accounts, compliance, all legal formations
Full and comprehensive training from a World leader In Recruitment.
What You Don’t Get •
Targets
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Geographical restrictions
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Market sector restrictions
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A boss
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Limitations
The Catch If you are thinking, ‘this sounds too good to be true’, read the ad again! We grow our business by making sound investment decisions – we take a stake in your future and only make money if you do so it is in our interests to help you make a real success of your new recruitment venture. Next Thing to Do Call me on +44 (0)1676 822222 to discuss further or email me on nick.sprang@cna-international.com We work solely with People who can demonstrate an entrepreneurial flair, are successful in their field and want to run their own recruitment show. Franchise Information: License Cost:
£30,000
Total Investment:
Master License £50,000 - £250,000
Business Type:
Unit and Master Franchise
License Term:
10 Years
Territories Available:
Territories available worldwide
In Business Since:
1993
Outlets:
10
Regions Available: Africa, Argentina, Australia, Bahamas, Brazil, Brunei, Burma, Cambodia, Canada, Chile, China, Croatia, Cyprus, Denmark, Egypt, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Italy, Kuwait, Malaysia, Malta, Mauritius, Mexico, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Thailand, Turkey, UAE, United Kingdom, Uruguay, USA, Vietnam Visit our website: www.cnainternational.co.uk
franchise
Pingu’s English -
taking the children’s franchise market by storm by Matt Brown, New Business Manager, Linguaphone Group 6 franchise focus
www.franchisee k . c o m
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FRANCHISE ADVICE
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The market for English Language Teaching outside the UK is valued at 50bn USD with approximately 1.5 billion people taking some form of English Language Training.
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International education has never been so strong, with emerging and developing markets throughout the world clamouring to educate themselves and their children. This drive is in part coming from national governments realising the need to up-skill their national workforce in an increasingly competitive and globalised world. Extra demand is also coming from an ever-growing and increasingly affluent middle class keen to improve themselves and their chances for the future, and the future of their children. With increasing demand specifically coming from the Middle-East, South-East Asia and Africa, education providers are responding to this quickly. According to a recent report conducted by the British Government, global education was estimated to be worth US$4.5tr in 2012 based on expenditure. They expect this figure to grow by approximately 7% every year, which would make this sector worth US$6.3tr by 2017. To put it into context, the value of the industry puts the education sector in the realms of the aerospace and health care industries globally. Coupled with the growth of international education, is the diversity in which education is delivered to the market. Traditionally the preserve of university institutions and private schools recruiting the privileged few to come and study, this approach is no longer the norm. The last few decades have seen a massive growth in the education franchise business; following the model that works so well for fast-food outlets. Education service franchises have proved to be both popular and profitable, in all aspects of education from maths franchises to swimming schools, right through to pre-school English Language Training franchises, such as Pingu’s English. We at the Linguaphone Group believe that the opportunities in this sector have never been stronger. It is estimated that there are nearly 2 billion children in the world today, many of them living in developing and emerging markets and that figure is expected to grow. This perhaps goes some way to explaining the increasing demand and value of the education market generally, and specifically that of language training, not least the international language of communication - English!
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The market for English Language Teaching outside the UK is valued at 50bn USD with approximately 1.5 billion people taking some form of English Language Training. It’s that global market potential that has contributed to the Linguaphone Group expanding their global franchise network in the last few years; with investors clamouring to capitalise on this demand with the Group’s unique international English training brands - Pingu’s English and Direct English. It’s against this lucrative and expanding backdrop that Pingu’s English - a world class children’s English language training program was created. Pingu’s English is based on the world famous cartoon character Pingu the penguin. Created by Otmar Gutmann in 1986, Pingu is a BAFTA award-winning cartoon series that has been broadcast in over 160 countries globally and watched by over a billion people. With the acquisition of the exclusive global educational rights to Pingu by the Linguaphone Group in 2006 from HIT Entertainment, Pingu has gone to new strengths and new audiences as the centrepiece of the Pingu’s English course. Pingu’s English combines the entertainment value of Pingu, with over 110 years of experience of the Linguaphone Group in the language training market. This has led to the creation of a very successful early learners program, which fully supports young children on their first steps to learning English. We know that the earlier a child learns a language, the more likely they are to retain their knowledge, which makes Pingu’s English an attractive proposition to both children and parents alike. Pingu’s English provides a strong introduction to the English language for young children of 3-8 years, as well as developing confidence in their writing, listening, speaking and reading skills in English, through a mixture of face-to-face tuition, practice activities, video, games and songs, combining the best of traditional and new technology in a way not normally seen in pre-school English language training franchises. Pingu’s English was launched in 2008 to the global franchise market, and in just a few short years, the programme English is already delivering first-class franchise focus 7
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FRANCHISE ADVICE
The high-quality content of the Pingu’s English course, and the standing of Cambridge’s globally recognised reputation in testing assessment will only add to the strength of the offering...
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quality education to children in eighteen countries worldwide across Asia, Europe, the Middle East and South America. So popular has the franchise concept of Pingu’s English proved, that this year the Linguaphone Group introduced a new exam preparation pack to support the Group’s new global collaboration with the University of Cambridge. This arrangement means that children completing the Pingu’s English program can now take the University of Cambridge (ESOL) Young Learners examination and take their ‘Starters’ exam in English. University of Cambridge (ESOL) is one of the largest and most respected testing organisations in the world. The high-quality content of the Pingu’s English course, and the standing of Cambridge’s globally recognised reputation in testing assessment will only add to the strength of the offering for potential franchisees, and just goes to show just UK education franchises such as Pingu’s English can do across the world. 8 franchise focus
Pingu’s English has a strong Master Franchise program with exclusivity given as standard across each territory. Add in-country training, management manuals and first-class marketing and business support and recent signings in Chile, Bahrain, Qatar and Lithuania, and the future is very bright for this young penguin and his thousands of young friends who are currently enjoying learning English with Pingu’s English. The demand for our franchise, in as yet untapped markets has never been stronger but Master Franchise rights still exist in diverse markets including Oman, Jordan, Libya, Korea, Cambodia, Mexico and Spain. There’s never been a better time to take on the opportunity for exclusive Master Franchise rights for Pingu’s English in your country. More information at www.pingusenglish.com/ licensing-master-franchise.htm
www.franchisee k . c o m
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GLOBAL ALLIANCE NETWORK Exclusive opportunity to join our global network to help local and international companies expand their operations in your country! Franchiseek is looking to appoint exclusive partners for the Franchiseek Global Alliance Network in all the countries that the website currently represents. What our partners can expect: 1.
Sole representation on your own Franchiseek country portal.
Roger Forge
2.
All enquiries for franchise development and expansion specific to your country are sent direct to you
3.
Representation on all 51 Franchiseek country portals
129A High Street, Lymington, Hampshire, SO41 9AQ, United Kingdom
4.
Classified advert under ‘Franchise Consultants’.
+44 (0)7925 547507
5.
Your profile and expertise sent out to an extensive database of international franchisors
6.
Excellent commission payable on all advertising sold by you
Franchise Information:
Franchiseek Partner Profile Franchiseek Saudia Arabia
License Cost:
UK£3,000
Total Investment:
UK£3,000
ABC provides Hospitality Consultation services, specialising in; Franchise, Pre-opening services and Daily-operation.
Business Type:
Franchise Business Opportunity
Franchise Consulting and Brokerage:
License Term:
1 Year
•
Search for Franchise brands.
Please apply for details on available countries
•
Assist in negotiation & Project implementation.
•
Restaurant Consulting services:
In Business Since:
1999
•
Real Estate Developers
Outlets:
51 portals
•
Lawyers
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Representatives of Local Authorities
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Recruiting agencies
•
Investors (Angels, Private Equity, VC).
Territories Available:
Regions Available: Africa, Australia, Brazil, Canada, China, Croatia, France, Germany, Greece, Hungary, India, Ireland, Italy, Malaysia, Netherlands, Russia, South Africa,Sweden, Finland, Norway, Turkey, Romania, Argentina, Bahamas, Chile, Cyprus, Denmark, Malta, Mauritius, Uruguay, Kuwait, United Kingdom, USA, UAE, Spain, Singapore, Portugal, New Zealand, Mexico, Vietnam Visit our website: http://www.franchiseek.com/franchise/567/globalalliance-network
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ABC Franchiseek Saudi Arabia Khaled Alnahedh Telephone: +966554444071 www.franchiseek.com/saudi-arabia
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Franchising & Stock Exchange:
the Winning Couple The Advantages and Benefits of Listing. Noodles&Co and AmRest: when networks create value on stock market By AZFranchising, translated by Maria Aliprandi
10 franchise focus
www.franchisee k . c o m
franchise
The repeated need of capital is a necessity that has always followed the development of enterprises. Innovation, development plan and internationalization are only some of the main strategies, needing ongoing investment to be carried on, and that represent every day a challenge for several entrepreneurs and their companies. The victory of this challenge depends on strategic elements but also on the ability of company to access new potential credit line. Launching on Stock Exchange, if a company owns the technical requirements, can be the right choice.
THE BENEFIT OF LISTING ON STOCK EXCHANGE
business format characterized by an offer of several different kinds of noodles, pasta and salad, with an average price of $8. In May 2014, Noodles&Co. was managing a network of 343 restaurants, whereof 52 in franchising. Thanks to franchising model the company experienced a significant growth of turnover. June 23, 2014 Noodles&Company decided to go on Nasdaq Stock Market, and its IPO performance has been one of the best of the year. AmRest Holding SE (www.amrest.eu) had also a great success. Born in 1993, it has been developing many famous formats like KFC, Pizza Hut, Burger King and Starbucks. In 2012 AmRest acquired also “La Tagliatella”, a Spanish brand, with the aim of developing this network internationally, both by means of the creation of the company´s restaurants, and franchise locations. Currently AmRest manages a network of 8 formats with a total amount of more than 680 “Quick Service” and “Casual Dining” restaurants in 13 countries.
Listing on Stock Exchange represents the starting point of a process that can make an enterprise more competitive and enable it to grab important opportunities like:
In April 2005, the company goes public on Warsaw Stock Market: in June 2014, its IPO performance reached the rate of 250%.
• Collect financial funds to support company’s development;
Franchise listing on the Stock Exchange
• Diversify credit lines; • Use stocks as exchange instrument for takeover; • Appraise company’s holdings. Additional advantages, even if not strictly economical, that contributes to reinforce the competitive position of a listed company are: • Incentives to management according to company’s performance; • Improvement of the visibility inside the financial community; • Improvement of reliability toward national and international clients and suppliers.
These companies are only two example of how “Stock Exchange & Franchise” can be a winning couple. Inside franchising world the listing can be a further advantage as the company must enter in a transparency system. Stock Exchange’s technical and formal requirements, as the periodic communication that a company is obliged to release, will allow potential franchisee to have a free access to a lot of information and have a clearer idea of the reliability and stability of a network before deciding to enter in. In conclusion, Stock Exchange is a great opportunity of development for franchises, allowing them to meet several potential investors, reassure and convince potential franchisees, and have more opportunities for international development.
TWO SUCCESSFUL CASE “Dictionary” HISTORIES Inside franchising world there have been recently two successful companies, both in restaurant industry, which after their listing obtained a significant growth of their market value.
IPO (Initial Public Offering) is a type of public offering where shares of stock in a company are sold to the general public for the first time.
First, and more recent, case is Noodles&Company (www.noodles.com), American company, specialized in fast-casual restaurant. Born in 1955, it has a w w w. f r a n c h i s e e k . com
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Technology + Expertise
INTUITIVE AND SOCIAL
DAILY NEWS
Business Platform
INTERNATIONAL PARTNERS
AZ Franchising the first Italian multichannel system supporting international enterprises to grow with franchising
.com
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CRESTCOM INTERNATIONAL, LLC Crestcom franchisees have trained business people across the globe in areas of management and leadership For more than 25 years, Crestcom International franchisees have trained business people across the globe in the areas of management and leadership. Today, Crestcom has grown to become one of the training industry’s most successful and widely used management and leadership programs among Fortune magazine’s Top 100 Companies. Each month, thousands of business professionals across six continents participate in the Crestcom Bullet Proof® Manager training. Crestcom’s proprietary training is improving the way businesses motivate, communicate and help managers succeed. Businesses turn to Crestcom to help transform managers into leaders and generate real business results. Crestcom’s training program accommodates companies of all sizes, from small to mid-sized businesses, to global multi-national organizations. Crestcom has met the needs of some of the most successful businesses and brands around the world. The Bullet Proof® Manager training session is a monthly business forum where leaders develop their skills, exchange ideas, and share what’s working now. Participants can join the program at any time. The Bullet Proof® Manager training program is a 12 month / one day per month program that covers 24 modules of management and leadership development. Managers from 75% of Fortune Magazine’s “Most Admired Companies” have participated in the Bullet Proof® Manager training. More than 98% of our clients have said Crestcom training equaled or exceeded their expectations. Companies of all sizes are seeing the effects on their bottom line; employees are realizing additional job satisfaction and realizing their full potential.
Monthly Facilitation Tips – Crestcom provides instructional videos and monthly online instruction on how to conduct Crestcom monthly sessions. Weekly Company Newsletter – Franchisees receive business ideas and sales and training tips, as well as world-wide recognition for sales and successes. Company Sponsored Contests & Trips – Crestcom sponsors various contests and incentives. Outstanding achievers qualify for special recognition, including an opportunity to accompany other high performers and Crestcom management on corporate retreats.
Charles Parsons
Franchisee Meetings – Twice each year you will participate with other franchisees at the International and regional meetings.
6900 E Belleview Ave Suite 300 Greenwood Village, CO 80111
Online Support – Access to our Franchise Support Website which includes a variety of sales, prospecting scripts, training and support tools that are updated regularly.
303-267-8200
Your Next Step: If you are ready to start your own business with all the support that comes from a solid business model with a world-class international company – take the next step. Attend the next Crestcom International Franchise Candidate Training. This three-day training and informational program will provide you with an up-close look at our sales and marketing process, and allow you to meet Crestcom executives and discuss the business. To request more information visit www. crestcomfranchise.com Crestcom: Changing the way businesses lead, motivate, and achieve success. Changing the Way Businesses Succeed Around the World Franchise Information:
Start Up Support:
License Cost:
,000 - $75,000
Every new Crestcom franchisee starts with our first 100-day plan, which includes:
Total Investment:
$85,000 -$104,000
Business Type:
Unit Franchise
License Term:
7 years renewable
Territories Available:
Worldwide territories available
In Business Since:
1991
Outlets:
202
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A detailed procedures manual
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An initial inventory of marketing materials
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Training videos
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Accounting and reporting systems
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The opportunity to meet with a mentor and learn the success factors of the business directly from a Crestcom franchisee.
Ongoing Support: Client Referral List – This list features names and contact information of thousands of Crestcom clients world-wide. This can help a new franchisee identify potential clients w w w. f r a n c h i s e e k .com
www.crestcomfranchise.com
Regions Available: Africa, Argentina, Australia, Bahamas, Brazil, Canada, Chile, China, Croatia, Cyprus, Denmark, Finland, France, Germany, Greece, Hungary, India, Ireland, Italy, Kuwait, Malaysia, Malta, Mauritius, Mexico, Netherlands, New Zealand, Norway, Portugal, Romania, Russia, Saudi Arabia, Singapore, South Africa, Spain, Sweden, Turkey, UAE, United Kingdom, Uruguay, USA, Vietnam, united-kingdom, uk franchise focus 13
franchise
A light in the darkness Franchising keeps on being a key element for relaunching countries economy and employment. Associations, important magazines, and important players of the industry confirmed this trend.
Despite the current economical situation, franchising keeps on growing and expanding, boosting the optimism on international markets. We have interviewed some of the main international magazines and associations and it resulted evident that franchising has some characteristics reassuring potential investors, reducing risks and generating employment. The strongest industries are food sector, especially fast food, together with the fashion segment. In evidence, there are some new emerging markets as Belarus where the limited competition and the geographical position next to Russia and Kazakhstan, make the country an interesting development springboard for East Europe. In France, surprisingly, real estate segment registers growing rate regarding new opening. 14 franchise focus
www.franchisee k . c o m
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New Zealand Franchising is showing again signs of positive growth after a few years of relative stagnation. While some franchises have continued to grow despite the ongoing impact of the GFC, in the main franchisors have been forced to focus more on profitability issues within their systems than appointing new franchisees. The 2012 Franchising New Zealand survey estimated that franchised businesses contribute between NZ$19.4 billion and NZ$21 billion to the New Zealand economy (between 11.38 and 12.32 billions euro) for over 100,000 employed people (full and part-time). In 2012, it has been registered an estimated 22,400 establishments with a slight reduction from 2010 (23,600). Among the most important industries: Hair & Beauty - Building & Renovation - Childcare & Education - Food (fast, casual and healthy) - Baby Boomer services - Health & Fitness. Anything that can’t be delivered by the internet, in other words! While New Zealand has not suffered as badly as the US and much of Europe, being buoyed up by the commodity market, trade with Asia and the relative strength of our (mostly Australian-owned) banks, the downturn has been prolonged. Simon Lord Franchise New Zealand magazine & www.franchise.co.nz
Colombia From 2002 to 2011 franchising in Colombia registered a growing rate of 350%. After a slight slowdown in 2009, the industry registered again in 2011 a grow rate of 11.25%. In 2012 franchising grew of 12.24% with a total of 480 franchises and more than 6,900 franchisees. In the same year the GNP reached USD $369,800 billion, with franchising representing 1.87% and a turnover of USD$6,941 billions. Currently there are 10.900 establishments for 81 thousands employees. Franchising format is used especially in specialized stores, fashion and fast food industries. Angela Pinto Camera di Commercio Italiana in Colombia
Poland Currently in Poland there are app. 930 franchisors operating on the market with 51.2 thousand franchise outlets. In 2012 franchise market had grown by 3 thousand new franchise units and they are expected to reach 54 thousands at the end of 2014. Currently there are operating 555 Polish brands and 191 foreign ones on the Polish franchise market. “We can observe another successful year for Polish franchise market” - says Michal Wisniewski franchise consultancy director in PROFIT system – “it seems to be a good moment to develop franchising in Poland - economic conditions forecasts are still better than in other countries of EU, on the other hand Polish people still believe in franchising as a proven way of doing business.” Polish franchise market is growing especially in retail sector and secondary in services. Karolina Kazula Profit System http://franchise2profit.com/report-poland
Belarus Franchising in Belarus is only at the first stage of development. Belarusian Franchising Association was established only two years ago but it’s currently developing and implementing the standards of franchise development. The legislative base for franchising agreements appeared only in 2006 (from that year on, 160 Franchising Agreements have been registered) and that is why the available statistic data are still not very precise. Belarus is more and more interested in successful foreign technologies and brands. At the moment there are still few famous brands in Belarus and that means low competition. Consequently companies that will enter Belarusian market in the nearest future will have a great competitive advantage. Moreover entering Belarusian market makes it easier to access Russia and Kazakhstan due to the possibilities of single economic space of these three countries. Companies in the B2C segment and retail industries look more and more to franchising as a way for their development. Alexandra Petkevich www.belfranchising.by
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A glimpse to some other countries... France
United Kingdom 929 formats with more than 40 thousands
The number of networks in France keeps on growing, with a rate of 8-11%. Also franchisee’s number as a yearly growth rate of 5-10%.
franchisees in 2011 for a turnover exceeding 13.4 billion pounds (around 16 billion euro). 594,000 people are directly employed in the industry. (Source: BritishFranchiseAssociation).
In 2012 there were 1,658 franchises, with 65,059 establishments for 323,497 employees and a turnover of more than 50 billion euro. (Source: Fédération Française de la Franchise)
Mexico More than 1,300 franchisors, with a total turnover
56% of franchisees are represented by men, and 51% is between 35 and 49 years old. 69% of franchisees were previously employed in the private sector.
Franchising has created 700 thousands job places (Source: Asociación Mexicana de Franquicias)
In 2012 the most active industry, regarding new openings, was the real estate one, registering an average 27.9 new stores per brand (in comparison to 10.7 in 2011), confirming a positive trend after economical crisis. Good performances also for automotive, do-your-self and personal care sectors. Surprisingly restaurant sector registered only 6.7 openings per brand. Registering a slight inflection: post services, furnishing and fitness-beauty centers. Olivia Leroux Franchise Magazine www.franchise-magazine.com
Russia
In Russia there are currently more than 600 franchisors – of which 66% local and 34% foreign brand-, 12,998 owned stores and more than 22 thousands stores in franchising. Employees are 283,443. Fast food is the fastest growing industry and its turnover is expected to reach 2 thousands billion ruble (more than 45 billion euro). After food, the most successful industries are Services and Fashion ones, registering a growth rate in sale of 7%. According to Commercial Real Estate Consulting Agency MagazinMazinov, in 2012 30 new foreign brands entered Russian market, and among them 11 are operating in clothes and shoes industries. Victoria Kazakova www.buybrand.ru
of 85 billion pesos (around 55 billion euro).
Brazil In 2011 there are in Brazil 2 thousands networks working with franchising format. Franchising is one of the most important share of national economy and it represents a value of 88 billions of $R, almost 40 billion euro. (Source: Brazilian Franchise Association).
China More than 4,500 franchises have been registered before the end of 2010, representing around 70 different industries, for a total of 4 thousands franchised stores. Stores are foreseen to become 800,000 in the next 5-10 years, employing 10 million people. (Source: China Franchise Market Report)
Canada In 2012 there are 1,026 networks using franchising format. (Source: Canadian Franchise Association).
USA 3,000 franchisors, 757,055 stores (+ 1.4% in 2014), turnover is expected to have a growth rate of 2.1% in 2014, reaching 802 billion dollars (1,051 billion euro). (Source: 2014 Franchise Business Economic Outlook IFA).
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franchise
The efficient way to grow up For some people franchising is a valid tool to improve their business development and to overpass the economical crisis more easily, also thanks to a better competitiveness in comparison to independent worker. Obviously format must already be well structured and tested. Moreover franchising enables to create new job places and transform people in expert entrepreneurs thanks to know-how received from head office.
Provalliance –brands Franck Provost, Jean Louis David, Saint Algue (Hairdresser- France) “Franchising enabled us to fasten our development entrusting qualified professionals and investors. This business model lets franchisees seduce fast clients, using the brand fame. Franchising offers undeniable advantages in term of competition to overpass the crisis more easily than independent workers that can trust just themselves”.
Engel & Völkers (Real Estate- Germany) “Franchising or license systems hold good prospects of growth, very generally speaking, as long as the basic brands, products and services are strong and growth strategy is well-structured (...)the key to stability during times of economic downturn is to rely on proven franchise systems and renowned brands.”
IHG – InterContinental Hotels Group (Hotel – USA) “Franchising has always been at the heart of our business model. The Holiday Inn brand was the first ever hotel franchise, and we’ve been franchising Holiday Inn for over 60 years. Franchising enables hotel owners to be in business for themselves, but not by themselves. The power that an international hotel company offers is assurance to hotel investors that they’ll have the expertise and support of an international team of hospitality experts to support the growth of their business”.
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Mango (Clothes – Spain) “Franchising is still a good way to grow quickly in a market, with partners with a specific know how of the local market/city needs. We will continue opening stores with franchisee in next years when the expansion of Mango in the Italian market will be stronger and stronger”.
McDonald’s (Fast food – USA) “The brand is born as a franchise and even today 80% of McDonald’s network is working with franchising business model. Our experience taught us that business in franchising will create job places and development, transforming people in expert entrepreneurs”.
NaturHouse (Nutrition and dietetics – Spain) “Franchising can become a good solution for unemployed people that may have some savings and would like to run their own business. Franchising gives people all the knowhow they need to start in any sector, even if they are not specialist in the field. The advantage of franchising is that someone else has studied the characteristics, habits, conditions and needs of the market and has also tried before how to implement the business in each country where they land”.
The EatOut Group (Fast food – Spain) “The existence of a network and the participation to it enables to face better the crisis and make an entrepreneur more competitive. Currently, the maxim “In union there is strength” becomes more and more true and trustable, allowing economies of scale that, for example, can offer to final customers advantageous prices but keeps on guarantee to operators a good markup”.
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The top predictors of success in business by Jan de Beer, Managing Executive, The Fish & Chip Co The prospect of starting a business is always an exciting one. When starting out, hopes are high, goals are set and entrepreneurs are eager to turn the business into a lucrative empire that will exceed their wildest dreams. The reality is, however, that there really is no crystal ball that can share revelations on a business’ success. Even in the business of franchising, in which the achievement rate can be increased by 80% or more due to the support and structure it provides, success is never a sure thing. Managing Executive of The Fish & Chip Co, Jan de Beer does however feel that there are certain elements and characteristics that a business owner expresses that can predict their triumph in business. While there are a few determining factors to consider, such as adequate funding and a prime location, the real forecasters to success go deeper than the obvious. Even if an entrepreneur feels they have what it takes to make a business out of their talents, not everyone will be able to quit their day job, walk into a business arrangement and make it successful. The questions then remains, which predicting factors can lead to a business making or breaking the bank? Here are some of the top three predictors of success in business:
Social support Whoever once said ‘there is no I in team’ was a wise soul. A business owner needs support from those around them. Whether it be the team at the office or store or the team that is comprised of friends and family, no man/woman is an island. Aside from support affording the owner an extra set of hands and ears, it is also known to be exceptionally important for maintaining good physical and mental health. Overall, 18 franchise focus
it appears that positive social support can enhance resilience to stress, and also help to provide protection against developing trauma-related issues.
Passion for the brand Passion and progress go hand-in-hand. Without unwavering enthusiasm for and belief in what you do, you will not be able to move forward. Passion is what sparks innovation, inspires action and keeps the team involved. If an owner finds themselves questioning the success of the business, it might be best to go back to the drawing board and reignite that passion that inspired the business concept to begin with.
Pro-active thinking Planning and preparation prevents poor performance. If an owner is not planning ahead and thinking pro-actively, the business will never follow the course set for it. Aside from that, an owner will become so focused on resolving the issues he/she did not consider that they will take their focus off of the success of the business and the progress it could be making. Pro-active thinking leads to better time and risk management, higher morale and continuous improvement. The moral of the story – course correct before you need to start putting out fires. Of course these elements are not the only predictors of success. Other aspects, such as leadership styles, business acumen and sales orientation could also impact the success of the business. The ultimate indicator of success is not something that can be bought or sold. It comes down to the commitment and resilience that an owner has to never stop fighting to be successful. www.franchisee k . c o m
franchise
SMOOTHIE FACTORY The Smoothie Factory focuses on providing real fruit quality smoothies, value-priced nutritional supplements and frozen yogurts in an inviting, upscale atmosphere.
With 4 ways to earn income - Smoothie Factory provides a powerfully rewarding opportunity! •
Direct Store Income. Each time you open a corporate Smoothie Factory store, you earn the net income generated.
•
Franchise Fee Income. Each time you sub-franchise a Smoothie Factory store, you earn the franchise fee. The franchise fee is set by the Master Franchisee.
•
Monthly Royalty Income. Each time you establish a sub-franchise store in your territory, you earn ongoing monthly royalties.
Joel Neumann
Smoothie Factory has opened over 90 locations nationwide, along with international licenses in China, Vietnam, India, Pakistan, Saudi Arabia, UAE, Qatar, Egypt, the Caribbean and the Russian Federation, and is a brand that has become recognized for excellence in service, product and value. Smoothie Factory’s most impressive benefit, perhaps, is its desire to continually enhance its franchising system, interior design and image. The result has been a solid, unbroken track record of success, and a company poised for rapid expansion - an unparalleled blend of vision and product offerings, and a franchise opportunity that’s just right for forward-thinking entrepreneurs.
•
Area Director Income. Your group can offer qualified developers the opportunity to expand the Smoothie Factory brand as an Area Director in markets that you designate. An Area Director is required to pay an area development fee based on the population of the selected geographical territory.
716-8370-595
Total Investment:
$350,000+
In addition to our great food products, our stores retail value priced dietary supplements, enabling franchise owners to have multiple revenue sources under one roof. In fact, we sell nutritional products for less, every day, at 30%-50% off MSRP, making our franchise community a leader in nutritional product sales. Our unwavering commitment to value on nutritional products continues to be an ingredient in our recipe for success.
Business Type:
Unit and Master Franchise
License Term:
30 Years
Territories Available:
Masters available in most non North and South American markets.
In Business Since:
1986
Outlets:
65
Regions Available:
USA, UK, United Kingdom, South Africa, Turkey
Smoothie Factory is a leader in today’s growing $2 billion juice and smoothie bar industry. Founded by an Olympic athlete, Smoothie Factory meets the ever increasing demand for healthier options to traditional fast food. We believe in the simple concept of providing guests with reasonably priced smoothies, non-fat frozen yogurt, freshly squeezed juices and other healthy snacks served quickly in attractive, clean, pleasant surroundings every day.
Master Franchise opportunities Smoothie Factory has opportunities for Master Franchisees. Our company is designed to help you succeed. As a Smoothie Factory Master Franchisee, your group, from day one, has 17 years of experience, a distinguished research and development team, healthy products everyone can benefit from, a fully staffed marketing department, and knowledgeable support backing you up. As a Master Franchisee, you own an exclusive territory which allows you to receive franchise fees from franchises sold in the territory, as well as ongoing royalties from franchisees that you support in your territory. This opportunity is for those who want an expanded role beyond single or multi-store developments as well as a larger income potential through sub-franchising. w w w. f r a n c h i s e e k . com
11910 Greenville Ave. Suite 220 Dallas, TX 75243
www.smoothiefactory.net
Franchise Information: License Cost: $150,000+
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franchise
5 Myths about
Outsourcing Customer service A decade ago outsourcing was a new concept; now it is in many industries the norm. Indeed it is a significant part of the global economy: in August 2014 Gartner predicted that the global outsourcing market will grow by 5.4% a year for the next four years, reaching a total value of $288 billion. Yet, despite this, many corporate executives remain sceptical of the benefits of outsourcing. In fact, it is hard to think of an industry that has grown so large so rapidly whilst at the same time attracting such widespread opprobrium. Here we debunk the five myths that hold back far too many businesses from realising the benefits of outsourcing.
1) Language will be a hurdle Perhaps the most common complaint about outsourcing to an overseas firm is that they will not have the language skills required. We have all suffered through conversations with unfortunate young Indians who are bravely trying to comprehend unfamiliar words, make themselves understood through thick accents, and compete with a crackly line. It is little wonder that many senior executives are reluctant to entrust their customer service to an outsourcer which might present similar problems. Yet, in new outsourcing locations like Bulgaria, language skills are a selling-point rather than an embarrassing problem. At 60K we speak more than 30 languages. US research company Service 800 came to us specifically because of our multilingual capabilities and in nine months we have built a team of 37 people speaking 22 languages to consumers in Europe, the Near East and Africa on behalf of Service 800. What is more, the standard of those languages is very high. It is not enough for someone to speak the language well, or even be merely technically fluent – they must be a native speaker. For example, to speak 20 franchise focus
to Brazilian consumers Portuguese is not enough; it must be Brazilian Portuguese.
2) It might save us money but it will compromise quality There are few aspects more critical to the success of a business than the relationship it has with its customers, and so it is unsurprising that so many companies are reluctant to entrust these relationships to a third party. Because much of the early enthusiasm for outsourcing was driven by the opportunity to cut costs, and because there are still significant savings to be had – at 60K for example, our fees are around half those of a comparable agent in the UK - the entire outsourcing industry has in many minds become synonymous with cost savings. Yet recent research from business advisory firm KPMG among 490 outsourcing contracts worth a total of £10 billion found that for many companies the primary driver for outsourcing is no longer cost reduction – it is in fact enhanced quality of customer service. KPMG stated that 48% of respondents based decisions to outsource on a desire to improve service levels. That was up from 28% in 2009. 56% cite ‘the need to access skills’ as an influential factor behind their decision to outsource.
3) We will need to spend all our time training the outsourcer’s agents An outsourcing firm may hold generic skills and knowledge, but it will lack specific knowledge about a company, its products, services and customers. For this reason many executives fear that entering an outsourcing arrangement will result in them running endless training sessions for the outsourcer’s agents. Yet, in most cases it is only the initial training that needs to be delivered by the client company. For example, when we first began talking to Seatwave back in 2010 the ticket reseller needed to be certain we would answer at least 80% of queries in real-time, www.franchisee k . c o m
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At first, Thomas Cook monitored everything very closely but over time it relaxed, confident in the service we were providing to its customers.
answer e-mails within 48 hours, and maintain the reputation for high quality customer service that it had built. It brought the first batch of 60K agents to its London head office and ran a detailed training programme for them. However, since then, 60K managers and trainers have been able to give new Seatwave agents all the training they need. Three years later we now answer 97% of queries in real-time, respond to e-mails within 24 hours, and achieve all targets for quality of customer interactions.
4) I will have no control over an outsourcer It is easy to feel confident about the quality of customer service you are delivering when you can wander over to your customer service department, walk among the agents and listen to the conversations they are having. How do you know what an outsourcer is doing?
"
5) We will have to pay sixfigure set-up fees
For organisations that have spent years building an in-house customer service function it has always been a major step to outsource it, not only for all the concerns above, but also because outsourcers have traditionally charged significant set-up fees. An understandable reluctance to pay six-figure set-up fees has deterred many executives from outsourcing, yet the rise of cloud technology solutions, and a more flexible workforce in many countries, is enabling a growing number of outsourcers to do away with this set-up fees. With outsourcers like 60K charging no set-up fees, offering ongoing costs around half those of a comparable UK contact centre, and providing a pool of talented, enthusiastic young workers with enviable language and technical skills, it is no wonder that a growing number of companies like Thomas Cook, Sky, and Seatwave are looking again at outsourcing.
When travel company Thomas Cook first began using us for its customer service webchats it was nervous about it. It had always used a contact centre in Scotland, and so to outsource to distant Bulgaria was a risk. Yet, the team at Thomas Cook was able to monitor webchats in real-time. It could look at a dashboard showing response and resolution rates, and it could see from the low escalation and complaint rates that the campaign was running as it should. In fact, many of our clients tell us that they have a clearer view of what we are doing for them than they gained from their in-house departments. At first, Thomas Cook monitored everything very closely but over time it relaxed, confident in the service we were providing to its customers. In the coming months it will also entrust us with its telephone-based customer service.
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EXCLUSIVE HEALTH PRODUCT DISTRIBUTORS WANTED Unique opportunity to distribute a specialist cream developed by the NHS
Bernard Collins Salisbury NHS Foundation Trust, Odstock Road, Salisbury, Wiltshire, SP2 8BJ, UK +44 (0)1722 336262
“My Trusty Little Sunflower Cream” (“My Trusty ---”) is a unique and very special cream / moisturiser based on a formula developed by the NHS Salisbury Hospital more than 20 years ago. “My Trusty ---” was created by doctors and medical scientists based on health care principles to assist patients who had undergone reconstructive surgery or suffered burns and often had skin grafts. These patients needed and deserved the very best moisturiser / cream and they got it. “My Trusty --” relives discomfort, speeds recovery and improves end results. Numerous testimonials state that “My Trusty ---” has helped people suffering with various skin ailments including Dermatitis / Eczema.
“My skin feels amazing and people have noticed how much better it looks. The redness and flakiness are hugely improved and I’m just thrilled!” “Excellent moisturiser!!! I suffer from dry hands and this cream has worked perfectly!! I also use it as night cream, where again it works wonderfully!”
“My Trusty” is owned and manufactured in the UK by the NHS. 100% of profits are reinvested into patient care. To find out more about this exciting business opportunity contact Bernard Collins, International Sales Director. Email: bernard. collins@salisbury.nhs.uk Business Information: License Cost:
N/A
Total Investment:
US$100,000
Business Type:
Business Opportunity - Exclusive Distribution
License Term:
1 Year Automatically Renewable
Territories Available:
South East Asia and India
In Business Since:
50+ Years
Outlets:
-
Regions Available: Indonesia, Singapore, Philippines, Malaysia, Thailand, Cambodia, Vietnam, Brunei, Burma (Myanmar), India, Laos, UK
“Brilliant product - it cleared the dermatitis on my hand that other creams had failed to do. Non-greasy and no perfume, perfect for all members of the family.” “My Trusty ---” is an everyday moisturiser that leaves the skin soft and smooth. It contains 5% pure sunflower oil, rich in essential fatty acids. It is 98% natural with no parabens, colours or perfumes. It is made for people who have skin problems, allergies or who just want to take the best possible care of their skin.
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franchise
4 PILLARS CONSULTING GROUP
Franchise Information:
Debt Relief Specialists freeing Canadians from the grip of debt.
License Cost:
$39,500
4 Pillars Consulting Group is a dynamic Canadian-owned company. We are an independent firm of debt management consultants who specialize in the restructuring of client’s personal debt issues.
Total Investment:
$60,000 - $80,000
Business Type:
Unit Franchise
License Term:
10 yrs plus renewable 10 yrs.
Territories Available:
Territories available nationwide
In Business Since:
January 2012
Outlets:
50
Regions Available:
Canada
4 Pillars consultants represent the client, not their creditors, to restructure the best possible settlement, and prevent the client from declaring bankruptcy. The company has a track record of successfully negotiating proposals with creditors on behalf of our clients, both individuals and families. 4 Pillars Consulting Group has developed a reputation for excellence in customer service. With its head office based in Vancouver, 4 Pillars Consulting Group is excited to be expanding its unique, high-quality professional business services through franchise opportunities across Canada to better serve the national needs of clients.
Reg Rocha Corporate Office: 2300 -2850 Shaughnessy St. Port Coquitlam, BC Canada V3C 6K5 604-467-9505 www.4pillarsfranchise.ca
A National Franchise 4 Pillars Consulting Group has over 45 franchises in operation. There is still a great opportunity to choose some of the best locations in Canada. We currently have franchises all over Canada, with a full list to the right. Our Commitment 4 Pillars Consulting Group up holds the highest levels of ethics and standards in the industry. We have been members of the Canadian Franchise Association since 2004 and have always upheld their code of conduct. We adhere to the toughest franchise laws in Canada and made them our national policy. We work with potential franchise owners to ensure this is a good fit for them and for us before we allow them to become part of the 4 Pillars Consulting Group team. 4 Pillars also maintains key relationships with other professional organizations throughout Canada to ensure that as new changes affect our industry, we are able to share these changes with our offices through our IT network. We work with offices that come across challenging files to resolve them quickly and efficiently, and look for clarification on specific issues surrounding the file from our close network of professionals.
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LCF (UK) Ltd LCF teaching English - French = Spanish for children and adults License Fee: Business Type: License Term: Territories Available: In Business Since: Outlets:
More Information Link: http://www.franchiseek.com/franchise/11457/lcf-teaching-english
More Information Link: http://www.franchiseek.com/Beauty/11398/magiff-cosmetic-franchise
Papa John's Pizza UK The UK’s fastest growing Pizza delivery chain.
Pingus English A unique English language program for young children, based on the popular animated television character, Pingu License Fee: POA Business Type: Global Master Franchise License Term: 10 Years Territories Available: Worldwide In Business Since: 1901
License Fee: Business Type: License Term: Territories Available: In Business Since: Outlets:
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US$30,000 - US$100,000 Master Franchise 10 Years Worldwide 1985 500
Magiff Magiff is a natural personal care range for hands and feet. The brand built sales on the “show and sell” concept, with live demonstrations. License Fee: AED 120,000 Business Type: Unit Franchise License Term: 5 Years Territories Available: Middle East In Business Since: 2004 Outlets: 11
£18,500 Unit Franchise 10 Years UK nationwide 1984 230 in UK
More Information Link: http://www.franchiseek.com/Franchise/10774/papa-johns-pizza-uk
More Information Link: http://www.franchiseek.com/Education/10449/pingus-english
Tcollege International Tcollege offers pupils professional support alongside classwork for better start in their professional life. License Fee: $30,000 - $50,000 Business Type: Unit and Master Franchise License Term: 10 Years Territories Available: Worldwide In Business Since: 2012 Outlets: 2
Franchiseek Global Alliance Network Join our global franchise community and promote your franchise services in 50+ countries worldwide License Fee: £3,000 Business Type: Business Opportunity License Term: 1 Years Renewable Territories Available: Worldwide In Business Since: 1999 Outlets: 4
More Information Link: http://www.franchiseek.com/Franchise/11436/tcollege-international
More Information Link: http://www.franchiseek.com/franchise/567/global-alliance-network www.franchisee k . c o m
franchise
GREEN MOTION Green Motion is an environmentally friendly vehicle rental franchise company. Green Motion – Join the Future of Vehicle Rental! With over 110 branches in over 13 countries around the world, Green Motion has now established itself as the fastest growing vehicle rental franchise system which presents an award winning and unique proposition. Who we are: Green Motion is the world’s first and only environmentally friendly vehicle franchise system. We give our customers the choice to hire cars and vans that boast the latest in low CO2 technologies and fuel efficiency, while adhering to an all-embracing environmental policy – In essence, a green service from a green company. Green Motion is continuing its international expansion through the sale of master country franchises. Our network is 100% owned by entrepreneurial business professionals and companies who benefit from the unique selling opportunity of providing environmentally friendly vehicle rental which sets them apart from the main players within the industry, carving out a genuine niche. Candidates An ideal franchisee will be an individual or team that has a proven track record in business with a special emphasis on sales and marketing. While no direct daily rental experience is necessary, it is always advantageous. You will be an individual of high personal integrity with strong leadership and communication skills and must possess a “can do” attitude to exceed and excel in customer service. What we offer Green Motion is able to deliver significant inbound booking volume through its pricing platform guarantying business throughput. As a Green Motion franchisee, you will enjoy a wide range of support services and facilities from the Green Motion head office team including: •
Licence to operate under the Green Motion name and brand within a unique territory
•
Assistance and advice in creating a business plan
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•
Provision of full business and rental system training
•
In-location training (allowing you to experience a real working environment)
•
Design creation of branding and shop-fitting
•
Provision of operational and price management software
•
Access to global rental markets through online travel agencies and price comparison sites
•
Supply of in branch point of sale material
•
Assistance and guidance in the launch and ongoing business development
•
Fleet product Training
•
Assistance with fleet acquisition, if required.
•
Country specific website
•
Provision of marketing services in support and development of the Green Motion brand
•
Advice and guidance on the marketing strategy
Contact: Paloma Colet 1 Aspen Farm, Sheep Lane, Woburn Milton Keynes MK17 9HD +44 (0) 7789073413 www.greenmotion.com
What next? For more information on how you can be part of our dynamic brand, please send us email at franchise@greenmotion.com and we will be delighted to send you further information and take you through the business exploration process. Franchise Information: License Cost:
Varies
Total Investment:
Varies
Business Type:
Unit Franchise
License Term:
10 Years
Territories Available:
Territories available worldwide
In Business Since:
2007
Outlets:
110
Regions Available:
Croatia, Germany, India, Poland, Russia, United Kingdom, USA, UK franchise focus 25
franchise
20 Ways to GROW your business Stephen Archer, Business Analyst and Director of Spring Partnerships a business consultancy specialising in leadership development, shares his tips on how to grow business.
1
Ignore all accepted wisdoms and assumptions about your business, the market, competitors and customers. Accepting the status quo, the paradigms and 'the way things are done around here' is the start of the rot that kills mature companies. Don't be a casualty.
2
Talk to every customer you can; find out what they would like from you in service and products. Only a deep understanding of their needs and expectations will allow you to provide true value and traction with customers. Don't assume that you know - there will always be a significant surprise.
3
Dig into service levels of your business and add 25% to the quality and standards given. That's always assuming that you are measuring standards today of course. If not start now, define the levels now and the aspired to levels with firm metrics. Change and growth will follow.
4
Be your own customer - 'mystery shop' yourself to understand how the customer is treated and how that can be improved. Inwardness is generally lethal for a business but this type of inwardness is vital. To find out how you actually respond to customers will be an eye opener - unless you don't care ...I guarantee that you will make changes as a result of doing this. Understand at how customers want to trade with you. Frequently? By phone? On line? Etc etc. In today's world this is a shifting picture, more and more want to go online for their supplies - in the business and consumer world. But be careful of going headlong down this path because online can mean 'dead - line' to the customer who feels disembodied and disconnected by the internet. Make other forms of contact, (mail and phone) easy to access.
5
26 franchise focus
6
Increase the value of what you offer by adding zero cost elements to the service given. Yes, they DO exist. Adding value will come quite naturally from better understanding the customers' needs. But innovation in service can be quite inexpensive or free. It's about how you do things as much as what you do. Look at how you can increase online business. Online can be a great way to service smaller customers who are more expensive to serve through conventional channels and service methods. In turn this can allow you to serve customers who would not approach you because they see themselves as small buyers. Medium to large companies are growing by adding small customer service models - make this the mainstay of your business if you are an SME.
7
Join LinkedIn, links in the site and industry groups. This is free but gives you great connections in your industry and puts you in a peer community - this in turn helps you attract talent and communicate innovation to those looking into the industry from the outside.
8
Put yourself on Facebook and maybe even Tweet! This is not as odd as it may sound. These media are growing fast for business and allowing new audiences to access the stories from even quite small businesses. These media allow businesses to punch above their weight and communicate brand values in an instant manner.
9
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Create a culture of pushing each other to perform, to evolve and develop. Everyone in a company should see themselves as supplier and customer to others.
“
Maximise the team's customer focus - top to bottom of the organisation, inside out. Most businesses suffer from a degree of customer myopia, or are blinkered to customers and painfully few businesses even have marketing people visiting customers. How can such behaviour have become the norm. Bring customers into your business and take your people out to meet them. It's amazing what a difference it will make.
10
Train everyone in commercial excellence - maximum sales/ quality/profit delivery. This is about doing the right thing for the customers and the business at the same time. So many view the two as mutually exclusive - madness! Being commercially proficient and profitable is all about getting everything right for all stakeholders internal and external.
11
Examine very closely what your competitors do to perform well. Sounds obvious but remember the Chinese proverb about be close to your friends but closer to your enemies...Learn from your competitors and you can stay ahead of the game.
12
Examine why competitors fail - there are as a many lessons in failure as there are in success. Most rejoice in the slips of competitors but the lessons to be learned are far more important. It's possible that their failure is a foretaste of a risk relating to your business. Whatever the truth - make sure that the lessons are learned and applied - fast.
13
Steal ideas from other industries. The world is full of gold nuggets. The world is full of gold nuggets of ideas and most are ignored because people do not see the relevance to their own business, they think that what Starbucks/Mars/ Carphone Warehouse do is not relevant. It is and it's instructive and free education too. Open your eyes and broaden your horizon.
14
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Examine how to retain existing customers better. What is the churn rate? Why is the rate as it is? IS it a market norm if so what can be done to change this? What would make customers more willing to be loyal? Keeping customers is always cheaper than finding new ones.
15
By Stephen Archer, Business Analyst and Director of Spring Partnerships, a business consultancy specialising in leadership development.
Look at lapsed customers and how to recover them. There is always a customer churn rate but don't accept that customers cannot be brought back. They can and the cost of sales to make this happen can be very low.
16
Create an internal demand for innovation ideas. The growing company is a restless one. Create a culture of pushing each other to perform, to evolve and develop. Everyone in a company should see themselves as supplier and customer to others. If done without blame then this is a really healthy dynamic and will create innovation.
17
Give your team the freedom to create a winning culture To lead is to empower. It's the whole team that will make it happen. Let them use their expertise and insight to the full and let them create and drive improvements. Only the free culture with supportive leadership will enable change and growth.
18
Lead with a culture of accountability. People have roles, job descriptions and even a place in an organisation where they feel at home. They also have responsibility but with accountability there will never be the full delivery and ownership of every step that is needed to grow a business. There is some courage needed - but nothing unnatural.
19
20
Go to point 1 and go round again and again...
franchise focus 27
International franchising
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DEFINING GLOBAL STRATEGIES
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EXTENSIVE INDUSTRY SUPPORT ������������������������������������������������������������������ international retailers and brands, who together will share their experiences, insights and vision. PARTICIPANTS ALREADY CONFIRMED INCLUDE:
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