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SERVING THE INDUSTRY As the new chairman of the Executive Committee of the International Franchise Association (IFA), David Barr sees two priorities: 1) addressing new regulations and laws that could harm the franchise business model and 2) strategic planning for future needs and threats. He says IFA must effectively connect with business and government communities that impact franchisors, franchisees, and suppliers every day. Barr says he likes “to ask the difficult questions so everyone has the same data.” If people objectively review that data, he says, “then over 90 percent of the time, they will make the same decision,” creating a powerful alignment for progress. He is chairman of PMTD Restaurants (operating 23 KFC and Taco Bell restaurants), managing director of Franworth, chairman of Spice & Tea Exchange, and a board member of BrightStar Care and the Bistro Group. Barr also serves on the boards of several non-franchise entities. For more information, visit www.franchise.org
Rude Awakening Customers don’t want to hear about how busy you are Being busy is not an excuse for being rude, unpleasant, rushing customers, or venting your problems to them. Businesses spend hundreds, sometimes thousands, of dollars telling customers and potential customers how well they do everything. When their marketing pitches work and their clientele grows, owners, managers, and line workers often complain about being busy. When they pass that complaint along to customers, they can wipe out the positive feelings so carefully nurtured by past actions. Customers may feel as if they should apologize for showing up. If they hear the complaints early in the
visit and toward its conclusion feel that they’ve been rushed out the door, they might not return. Here are a few points to consider when you feel you are too busy to be nice: • Remember that everyone is busy. • Being busy is good. Think about not being busy– think about going out of business. • How you handle your busyness is key to the success of your business. • Instead of complaining, be grateful that you’re busy. Nancy Friedman is a speaker and author of nine books on customer service and sales. Contact her at 314-291-1012 or nancy@telephonedoctor.com
