Success in Life and in Business Kimble Bosworth of OnPromos Powered By Proforma
Marketing Tips
Legal Tools
Business Trends May/June 2021
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The Franchise Woman
Performing in the top four percent of their industry, Kimble and Chris “Boz” Bosworth, owners of OnPromos Powered By Proforma, approach their business by playing off each of their strengths. And it has propelled them to the top! Publisher/Editor-in-Chief Elizabeth Denham elizabeth.denham@thefranchisewoman.com Managing Editor Rebecca Monet rebecca@zorakle.net Designer Annie Malloy annie.malloy@thefranchisewoman.com Contributors Pete Baldine, Nancy Friedman, Michelle Hummel, Julie Lusthaus, Bethany McClellan, McDonald, Barbara Moran, Michele Rempel, Susan Scotts, Cover Photo Jacqueline Hayes Contact Us 206-705-3081 6845 US HWY 90 East Ste. 105 PMB 155 Daphne, Alabama 36526 www.thefranchisewoman.com Entire contents copyright ©2021
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IN THIS ISSUE
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Departments 6 Letter from the Editors. 9 Calendar of Events . 14 Succession Planning: What is it and do I need it? 16 5 Tip for Making Better Nutritional Choices to Feel Amazing!
22 Quick Facts About Multi-Brand Franchise Development.
26 A Family Business From Nuts to Bolts. 28 QR Codes are Like Family: A Little Weird but They Just Work.
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The Franchise Woman
30 “WACTEO” Works for Family Members as Well as Customers.
34 Instagram’s Family of Products. 42 Announcing the 2021 Advisory Board for The Coterie For Women.
45 I am Woman. 50 Featured Franchises. 52 Women on the Move.
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Features 10 Successful Partners in Life as Well as a Franchise 18 38 40 46
Business.
Even Lows are Highs When This Family Works Together. Exploring the Pros and Cons of Working with Family. A Shared Passion for Franchising. Self Awareness and Clarity Makes This Family Business Work.
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Letter from the Editors Business, especially in franchising, can often be like family. But working with your actual family can bring a lot of emotional ups and downs. In this issue, we celebrate the families that make it work! Our cover story features wife and husband team, Kimble and Chris “Boz” Bosworth, owners of a thriving franchise business, OnPromos Powered By Proforma. They tell us how they make it work and how the play off each other’s strengths. As a member of The National Association of Women Business Owners (NAWBO), Kimble is a fierce business owner making a difference! Mother and son team, Ellen and Chris Davis share how they have worked to clarify their roles as Chris has taken over the business. Their ability to understand their roles as they have evolved has allowed Chris to gain authority with employees and carry on the success of his mother. Heidi Morrisey shares the ups and downs of a family business and how she came to join her father in Kitchen Tune Up. And finally, Becky Edgren leads her team of daughters, Britni Hurst, Lara Harshbarger and Megann Eversole in running PuroClean Emergency Services in Dayton, Ohio. Their dynamic of unconditional love and trust is what drives the three to continue building the business and achieving success year after year. In Causes and Community, we announce the new Advisory Board for The Coterie for Women, and we couldn’t be more excited to have some strong and smart professionals to help us navigate the future. The Coterie for Women is in full swing and has some great programming coming this year. If you are looking for community, resources, mentorship, support, education, opportunity and fun, join at https://www.thecoterieforwomen. com/. Tune in to our regular columns for great advice and perspective on marketing, social media, legal tools and more! Our podcast, Where Passion and Purpose Collides, has some exciting segments. Look for us on YouTube and Spotify. We have also launched a new video series, The Gift of the Struggle in which women bravely share struggles in their lives and how they persevered to find the gifts of those struggles. You don’t want to miss these inspiring stories here. We salute our Franchise Women for using their time, talents and treasures to make the world a better place. If you have a great story, please reach out. We can’t wait to meet you! Fiercely,
Elizabeth Denham Publisher/Editor-in-Chief
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Rebecca Monet Managing Editor
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8 The Franchise Woman
Calendar of Events May 2021
Tuesday
Please visit www.thefranchisewoman.com to see full calendar Central time zone
Wednesday
Thursday
5th Humpday Happpy Hour 5-6pm
6th Tapas and Talks 5-6pm
12th Humpday Happpy Hour 5-6pm 18th Book Club Launch 6:30-7:30pm
19th Humpday Happpy Hour 5-6pm 26th Humpday Happpy Hour 5-6pm
June 2021
Tuesday
20th The Hive with Mary Ann O’Connel and Kelly Crompvoets 12-1pm
Wednesday
Thursday
2nd Humpday Happpy Hour 5-6pm
3rd Tapas and Talks 5-6pm
9th Humpday Happpy Hour 5-6pm 15th Book Club 6:30-7:30pm
16th Humpday Happpy Hour 5-6pm
17th The Hive with Debbie Pickus 12-1pm
23rd Humpday Happpy Hour 5-6pm 30th Humpday Happpy Hour 5-6pm
May/June 2021
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NAWBO
Successful Partners in Life as Well
as a Franchise Business by Deb Snyder Kimble and Chris “Boz” Bosworth are out to dinner in Nashville, Tennessee, when their thriving franchise business, OnPromos Powered By Proforma, naturally comes up in conversation, and they immediately check themselves. It’s part of the delicate balance this couple has struck to be such successful partners in life as well as in business.
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The two met as friends in college, with each seriously dating other people. Despite Chris’ advice, Kimble married her boyfriend at the time, but it ended in divorce. While in another relationship with no plans to marry again, a letter arrived in the mail from Chris wanting to reconnect. The two met for dinner and the rest is history…well, almost.
They dated for years, with Chris asking Kimble every year to marry him. Finally, one year while they were in a disagreement over their taxes, Chris prepared them both individually and as a married couple. “He said, ‘This is us filing jointly. I’m a $4,500 deduction; will you marry me now?’”
“We thought we got along really well because we never had time to fight, but when my job had me working from home and we were in the same house, we loved it.”
The two began flipping houses on the side and were even in discussions to launch an HGTV series, but then the In the three years that followed, Chris recession hit and everything changed. When Kimble was laid off from her and Kimble only saw each other a job in the print/promo industry, they few days a week. He was working decided to start their own compaas a soccer coach during the week ny. Kimble was fortunate to have a and on weekends (for the Olympic Development Program as well as club, former boss in business development with the franchisor, Proforma. high school and college teams), and she was consulting for hotels. Finally, “We needed the safety net of a they both landed jobs in Nashville. franchise so it was the perfect time to go kicking and screaming into business ownership,” she says. “Proforma was such a good fit for us and really treated us like family. They were super supportive and ramped us up quickly.”
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We needed the safety net of a franchise so it was the perfect time to go kicking and screaming into business ownership.
In fact, even with a non-compete in place with Kimble’s former employer, the business went from zero in October 2008 to $250,000 in its first year. It doubled its revenue in the second year and hit the $1 million mark in the fourth and every year since— placing the Bosworths in the nation’s top four percent in their industry. Part of their success comes from how they approach the business and play off one another’s strengths. With a background in sales, Kimble was natural for the customer-facing role, and Chris for back of house, including vendor relationships, sourcing and billing. But with a non-compete in place, their roles flipped at first, with Chris reaching out to all his friends and parents of students he knew from his years in the soccer community.
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moved to a smaller space during the recession where Chris had his own space, and Kimble shared hers with their growing team. “It was tight, loud and difficult,” she says, “but the minute we had enough money, I relocated to an off-site office. We’ve since outgrown our space three times and just moved again.” “He hated picking up the phone and had to get comfortable to at least say, ‘My wife Kimble will call you,” she says. “I taught him something I learned from a corporate trainer. The worst thing that can happen when you ask people if they want to do business with you is that they are nice to your face and tell you ‘No.’ ” So even though Chris tells people he handles the back of house, Kimble knows he was behind all their first customers. “We work really well together because we are total opposites,” shares Kimble, who also joined the National Association of Women Business Owners (NAWBO) to surround herself with the support of other entrepreneurial women. “Whatever I’m really bad at, like numbers, Chris is great at. We always joke that Jerry McGuire stole our line ‘You complete me.’ ” One of the greatest challenges they faced in growing their franchise was starting as a home-based business. At first, they were in a converted warehouse, with separation between where they lived and worked. They
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Today, they have a team of seven. Kimble’s learned from experience that there’s never a smooth growth curve; it’s more like stair steps. You become so busy that you need to hire, then you have a period where you have more people than business. That’s why you either bring in more business, shave costs or delegate extra to those people, which is what Kimble and Chris are faced with right now as they ramp up for a big new contract. Like it did for all businesses, the pandemic presented other challenges. Their business was up as much as 200 percent month over month from the previous year and then March 2020 hit and sales screeched to a halt. They began exploring a possible merger at the recommendation of the franchisor. Meanwhile, the franchisor had just developed a pop-up store where branded products could be quickly loaded and sold. They took this concept to schools, sports teams, restaurants and others and built “stores” for dozens, which kept their business profitable. The franchisor also built a great overseas relationship with a supplier of
personal protection equipment (PPE). Kimble and Chris’ team were able to sell this, including medical masks, to smaller healthcare customers like nursing homes and home healthcare providers that were lacking access. “This saved us until June and then the pop-up stores from July through September,” Kimble shares. “It was itty bitty pivots—a whole bunch of them.” They also took the opportunity this last year to refine their team. They let go of a few employees who couldn’t pivot and were using the pandemic as an excuse, and tapped into the large pool of qualified candidates looking for work, ultimately building a stronger team with which to move forward. Plus, they learned even more about one another. For instance, when it came to Paycheck Protection Pro-
gram (PPP) loans, Chris handled the first round seamlessly with their existing banking partner. When he hit a snag on the second round that required a different online process, he brought in Kimble, who solved the problem in an hour. “He’d never get me involved in the financial component, but knows I have this question-and-answer technique from sales where I’m able to get to the root of the problem. And I’m scarier.” It’s all added up to a lot to talk about over dinner, of course, but the Bosworths know better. “We know when to turn work off,” she says. “It happens, but we have gotten very good at checking it”—yet another reason they’ve found so much success together.
Best Advice for Other Franchise Owners Kimble says every opportunity you have to be in the room with other franchise owners, do it. “The most valuable thing that happens at every in-person event is I have four to five other owners that I sit down with and talk about the one thing we can teach each other. It’s good to share best practices because we don’t compete with one another.” She feels much the same way about women business owners. A member and past chapter president of NAWBO, Kimble says NAWBO is a unique, safe place of women who are facing the same challenges of growing and scaling a business. “The experience of those challenges is different for women,” she says. “That’s really valuable. The women in NAWBO are now my closest friends because my other friends didn’t understand.”
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Business Trends
Succession Planning:
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What is it...
and do I need it? by Bethany McClellan
As a business owner, it’s important to plan for the future of your business. What would happen to the business if something unexpected happened to you as the owner or to one of your high-level leaders? From a planned retirement to an unexpected death, planning for the next step in your company’s leadership can keep the future of your business running smoothly.
Succession planning is selecting certain employees to be trained and prepared to move into leadership roles should or when the need arises. To designate these employees early in their careers to eventually move into leadership roles gives you time to ensure they are properly developed and a good fit for the position. Furthermore, having more than one person in mind for succession is also a good idea. If the sole employee flagged for succession decides to leave the company, a business owner would have to start at square one in preparing someone else. With a few potential leaders in mind, you could seamlessly continue the succession plan.
Something else to consider is creating two different types of succession plans. One in the case of an emergency situation and another in the case of an anticipated change in leadership. Both plans should be reviewed and changed as needed annually, as the needs of the business and employee statuses may vary. The earlier you complete a succession plan, the better. The reason for succession planning is to lessen the negative impact of the unexpected. Every successful business owner needs a succession plan in an effort to prepare for the future of the company.
Bethany McClellan of Rapid Business Plans began her career in land acquisition and development with a national homebuilder and honed her small business develop- ment skills as Vice President of sales and operations for a local commercial fire alarm contractor before starting her own company in 2014. In the 6 years since, Bethany has helped over 300 small businesses improve their profit margins, obtain loans and plan for their future. To learn more visit https://rapidbusinessplans.com/
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Health and Wellness
5 Tips for
Making Better Nutritional Choices
to Feel Amazing! Making healthy food choices requires us to slow down and be intentional. It does not, however, have to be difficult! In fact, a few simple changes today can lead to tremendous improvements in your short- and longterm health and wellness.
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Here are a few tips that I recommend to my fitness & nutrition clients: 1. Incorporate more fruits & veggies in every meal. There is always an opportunity to add spinach, kale, or arugula to a savory dish, and an op-
by Kristen Horler
portunity to add fruit to breakfast or dessert. Need some creative ideas for adding fruits and vegetables to your diet? Check this out! 2. Hydrate. Hydrate. Hydrate. Go to bed with a glass of water on your nightstand. If you wake up during the night, drink half of it. Finish it off in the morning before having coffee or tea. Drink water all day long, adding electrolytes as needed. I use this one. 3. Stop counting calories, carbs, protein, and fats. Focus instead on micronutrients which are found in fruits & veggies, whole grains & legumes. Here’s more info on the role of micronutrients. 4. Don’t waste your money on overthe-counter isolated vitamins. Stick with whole food nutrition. Click here to read why important vitamins and minerals are best found on your plate 5. Ditch the scale. Avoid weighing yourself daily. Daily weigh-ins can create an emotional roller coaster. If you’re working towards a goal, take your weight and measurements on the first of each month--ONLY--and increase your awareness by tracking your nutrition for 1 to 4 weeks. Are you struggling to eat five or more servings of fruits and vegetables each day? Here are some tips.
How many servings of fruits and vegetables do your children eat daily? Track your family’s consumption over the next three days to see not only how many fruits and vegetables you’re eating, but also the variety. As a family, we try hard, but we often fall short. It’s bananas, apples, spinach, romaine, repeat. That’s why the only nutritional products that my family takes are Juice Plus+ whole food nutrition. We get a wide variety of fruits, vegetables, and berries in a capsule, chewable, a plantbased Omega, and amazing plantbased shakes too.
Find out how your children can get their fruit and vegetable chewables FREE for up to four years through our family health study. Do you have more nutrition questions? Let me know!
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…a few simple changes today can lead to tremendous improvements in your short- and long-term health and wellness.
Kristen Horler is a recovering overachiever who is learning to let more stuff go that is not aligned with her values, priorities, and goals. As a former pastry chef turned fitness professional, Kristen created Baby Boot Camp shortly after her first child was born in August 2001. Eighteen years later, Kristen rebranded the company to MOM- LETA. The new brand represents the company’s mission of inspiring moms of all ages and stages through fitness, nutrition, community, and business. Kristen is passionate about food, fitness, and inspiring wellness. She enjoys cooking, spending time with her family, and traveling. Visit www.momleta.com to learn more.
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Paying it Forward
Even the Lows are High
When this Family Works Together 18 The Franchise Woman
by Elizabeth Denham Launching a Family Business “The most rewarding part about working with my mom and sisters is that I trust them completely.” This comes from Britni Hurst who works with her mother, Becky Edgren, owner of PuroClean Emergency Services in Dayton, Ohio. And this dynamic of unconditional love and trust is what drives Britni, her mother and sisters Lara Harshbarger and Megann Eversole to continue building the business and achieving success year after year. Becky joined the franchise in 2008 and each of her daughters have specific roles. Britni handles sales and marketing, Lara handles accounting and human resources and Megann oversees all of the day-to-day operations. “For me, there is nothing more rewarding than being able to say I have all my daughters with me,” Becky said. “They run 98 percent of everything, so I get to work on the business side and teach. I am 100 percent engaged, but I have the ability to reach beyond the day-to-day.”
Becky Edgren was named one of 2021 Dayton Better Business Bureau’s Top 25 Women of Impact.
Becky spent the majority of her adult career working in a tooling machining company. She had three brothers in business at that time along with Lara. She decided she wanted to own a family-run business and started down the path to finding the right fit. She joined PuroClean in 2008.
At that time, all three daughters had their own careers. “Before we made the decision, we met all together about once a week to talk about the good, the bad and the ugly of owning a family business because it’s a very different dynamic,” Becky said. “I wanted to make sure they knew what they were getting into if they decided this was what they wanted. My oldest, Laura, had worked with me in the tooling business, so she was more familiar with what family business was all about. At the end, I asked them, ‘okay, who is in?’ And they all smacked their hands together and said, ‘we are in!’” Becky gradually brought each daughter into the business as she could afford it, and within three years, they were all with her full time. “I couldn’t have planned it better,”
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The most rewarding thing about working with my mom and sister is that I trust them completely.
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Becky said. “Looking back, each one had a different skill set that was perfect for a family business.” Family Dynamics at Their Finest – Well, Mostly! Britni has a unique perspective on the family dynamic as the youngest daughter. “As the youngest, I have three moms and three bosses. But one difference with a family business is that you don’t always have the mentor you might in other businesses,” she explained. “Becky wasn’t always able to mentor me in sales. She could tell me about PuroClean sales, but not about sales in general.” Britni also talked about the line in the sand you need with family. “When at work, we are coworkers. And when we are not, we are back to family. That is a line a lot of families struggle with. There are times I
am mad at my mom and then times when I am mad at my boss, Becky. And days when I am mad at both,” she laughed. “We joke that there are days we can cuss each other out one minutes and then say, ‘ok, where are we going to do lunch?’ And it’s over and done and we move on.” Becky believes there is a positive impact a family business has on their customers. “The family business owner approach is just different,” she said. “We are a close-knit family, and we know what it is to want to be treated like that. It’s from the heart. We know what it’s like to have our families disrupted or a business disrupted, and we approach our customers like they are family.
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We joke that there are days we can cuss each other out one minutes and then say, ‘ok, where are we going to do lunch?’
The Future of Their Legacy “We have a kids’ room here at work, and we have our grandchildren and employees’ children here every day after school,” Becky said. “And as for legacy, they all know that it is theirs if they want, it, but if they have different dreams, I will support that 100 percent as well.” Laura said there is more to legacy than passing the business down. “It’s hard to know where the kids will go,” she observed. “I think my older two have a path and know where they are headed. But they have all seen what it takes to own a business and what hard work looks like. And that is what they are getting from our business, too.” Turns out building a legacy is all about learning the value of hard work, the joy of family ties and the rewards of business ownership.
About Becky Edgren With more than 30 years of experience in male-dominated industries such as manufacturing and machining, Edgren joined PuroClean in 2008 with a desire to begin her entrepreneurial journey and inspire her own three daughters. A leader who supports female empowerment through education, Becky also devotes much of her time supporting women in her field. In the past 12 years, Edgren’s depth of expertise and focus on continued education has catapulted her franchise location to great success, with between $2 to $2.5 million in sales and 22 full-time employees. Edgren has earned numerous awards for her efforts in business and her community, including a spot on PuroClean’s President’s Circle each year since 2012, reserved for franchise owners who achieve top sales throughout the network.
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Legal Tools
Quick Facts About Multi-Brand
FRANCHISE DEVELOPMENT 22 The Franchise Woman
by Julie Lusthaus
The Basics Experienced franchisees often look to expand their business by becoming area developers, purchasing the right to open multiple locations. However, where those opportunities are exhausted, some developers will begin acquiring franchise
rights in other brands, often in the same industry as the first brand (ex. restaurants), but which do not compete with each other. Multibrand franchise development offers many advantages but raise unique concerns. If you are considering
such an arrangement, you should seek experienced legal and financial advice to determine whether it is the best way to accomplish your business goals.
Contractual and Operational Issues Working with two sets of franchisors requires a careful review of both sets of contracts to determine whether they conflict or otherwise could adversely impact one or both franchises. The most common issues that must be negotiated include: � Non-compete provision. Generally, franchise agreements include a non-competition clause which states that franchisees cannot operate a similar business in the geographic area for a designated period of time. For multi-brand developers, typically, it is preferable to have a narrowly written non-compete so that any future brands the developer may want to purchase the rights to are not deemed competitive. Developers should exclude their existing businesses from the definition of a “competitive business” as well as limit competitive businesses to those offering products or services fundamental to the franchise.
� Non-disclosure and confidentiality covenants. This is an essential provision in the franchise agreement. However, the clause should be reviewed carefully to ensure it is not so restrictive that developers cannot take advantage of shared resources (HR, accounting, etc.) and buying power across their brands.
be limited to those owners who are active in the developer’s business or who will have access to the franchisor’s confidential information. � Customer information. Both the franchisor and multi-brand developer must negotiate their respective rights to use customer information for advertising, loyalty programs, and cross-marketing purposes.
� Personal compliance. While franchisors usually require the owners of the developer to personally comply with a non-compete or confidentiality provision, this may not make sense Multi-brand franchise development because multi-brand developers are ofoffers many advantages but raise ten large companies unique concerns. or private equity firms. As a result, the non-compete and confidentiality provisions should
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� Active management of the business. Franchisors often want franchisees to manage the franchise full-time. However, this must be revised since developers are unlikely to be devoting full-time efforts to the business. Instead, the agreement may include provisions related to the hiring of managers.
� Supplier requirements. Franchisees may have good relationships with certain suppliers or vendors that they would like to leverage for the new franchise brand. However, franchisors have the right to designate what products and services franchisees must use in the operation of their businesses. Compromise may
be achieved by having the franchisor vet and approve alternate suppliers or allowing other suppliers in certain circumstances.
Julie Lusthaus represents franchisors, franchisees and independent business owners. To learn more, visit her website at www.lusthausfranchiselaw.com
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May/June 2021
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Token Man
A Family Business from Nuts to Bolts
by Pete Baldine and Barbara Moran Building a legacy is something Moran Family of Brands has embraced, encouraged and made an important part of our culture. It started over 30 years ago when Dennis and Cele Moran, along with their daughter Barb, acquired the Mr. Transmission brand. Barb Moran managed the due diligence of the acquisition and went on to work in almost every job in the company over the next several years. Barb also owned her own franchise
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for many years as well, learning that side of the business. Dennis and Cele involved their sons in the business in various capacities however, it was Barb who fell in love with it, stepped up and bought it from her parents in 2010. Pete Baldine, President of MFB, recalls Barb’s children running around the office at young ages over 20 years ago. Today, Amanda leads the marketing team and Jacob is in charge of IT, plus Dennis and Cele’s granddaughter
Lauren is the graphic designer. Make no mistake about it, they are not there just because they are Barb’s kids or niece, they have been exposed to the business at early ages and are products of Moran’s entrepreneurial legacy started by their grandparents. Additionally, Amanda’s husband, Grant, is in charge of fleet sales and is the media director while Pete’s son-in-law, Ben, is in charge of Franchise Development.
family has three locations, while the Higdons, Hesters, Daniels and Olsons account for two locations each. As a matter of fact, 33 percent of our franchisees have been in the system for 20 years or more while 16 percent of them have been in for 30 years or more. With that kind of longevity, there are several centers that were started by parents and are now owned and operated by 2nd and 3rd generations. Now let’s take a look at how deep the family ties go at MFB. On the franchise side of the spectrum, we have 26 percent of our franchise locations where family members work together in the business. Another 27 percent is made up of husband and wife partnerships where both partners work in the business. For example, the Bingham family accounts for four locations, the Whitworth
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However, there are many virtues of working with family and establishing a strong legacy that can far outweigh the challenges
In some circles, you hear that it’s hard to be in business with family and are advised against doing it. Granted, working with family members can have its challenges and obstacles, such as knowing each other too well or letting emotions enter into the discussions. However, there are many virtues of working with family and establishing a strong legacy that can far outweigh the challenges. There can be a tremendous sense of loyalty toward the mission and goals when working with family members. The dedication, passion and desire to carry on the legacy are an asset, that you may not be able to achieve with “outsiders” as well as you can with family. The sense that “we are all in this together” and “we are
building something together for all of us to benefit from in the future,” can be a powerful force. When all parties are vested and committed, you find ways to work through the challenges. For instance, Barb and her family have always honored a guideline of not having business conversations on personal time unless it is positive for everyone involved. At Moran Family of Brands, it is a culture we have developed and nurtured, and we have found a formula that not only makes it work but also makes it fun. When family business works well, they have gone on for generations and have created generational wealth including charitable foundations to help others. To learn more about Moran Family of Brands, visit https://moranfamilyofbrands.com/
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Marketing Tips
QR Codes are Like Family:
A Little Weird but They Just Work
by Michele Rempel QR (Quick Response) Codes are not new. They were invented in 1994 by Masahiro Hara, an engineer at a Japanese automotive company to help streamline car part production. They gained worldwide popularity in the early 2010s, but at the time, most of us had to download a separate QR code reading app on our phones, and
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QR code use just sort of fizzled. Enter the COVID-19 pandemic, and the need for touch-free solutions. Restaurants started to use them as a way to share their meal choices for pick-up orders or outdoor dining without needing paper menus. You may have seen a proliferation of laminated QR codes on outdoor
dining tables at your favorite eatery. Venmo and PayPal give their users a unique QR code to allow touch-free sharing of money. Some retailers are using them to share discount codes or special deals. Since most of us have smartphones with QR code readers built in, they are now super easy to use.
What is a QR code? Simply put, it is a matrix barcode. When scanned with your smartphone’s camera, the QR Code will take you directly to a specific website landing page or site, menu, payment or other app. We’re starting to see a
r esurgence of QR codes on business cards, on product packaging (such as sending customers to a webpage that details a farming operation’s “organic” certification) and on flyers.
Haven’t tried a QR code yet? Here’s your chance. Open your smartphone’s camera and point it at this QR code like you are going to take a photo. You should be directed to our website. We generated this customized QR code using www.qrcode-monkey.com.
product packaging, leave-behinds, for events (such as at a trade show booth) and even vehicle wraps. Link your QR code to a YouTube video, web page, Facebook or Instagram account, or Google reviews. You can also use them to ask for For marketing purposes, customer feedback. We know of home cleaning franchisee that Q R codes can be used de- aputs QR codes on a card that liver an enhanced customer they leave behind in the home. If scans the code, they experience by businesses of awillcustomer reach a link to leave a Google review. This immediate opportuall sizes. nity for customer feedback means that their staff is more likely to do
For marketing purposes, QR codes can be used deliver an enhanced customer experience by businesses of all sizes. Use them on flyers, signage,
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a thorough job, and the customer is more likely to give the review right from their smartphone. QR codes are easy to create on any number of free websites and apps, such as www.qr-code-generator.com or www.qrcode-monkey.com. As you can see from the example above, you can do customizations such as your brand color and even your logo. If your business is looking for a new way to engage your target audiences, try QR codes. They’re free, easy to use and they just work.
Michele Rempel is the founder and managing partner of Westvyne, a marketing and website design firm based in California and Illinois. For almost a decade, she and her team have been guiding their clients in what to say, how to say it, where to say it, and who to say it to in order to attract and retain customers. For more infor- mation about Westvyne, visit www.westvyne.com.
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Customer Service
“WACTEO” Works
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for Family members
as well as Customers by Nancy Friedman, Founder, Chairman, Speaker, Telephone Doctor Customer Service Training. High on the list of every franchise certainly is customer service. That’s a given. And rightly so. We know a few things that routinely get quoted: � “More business is lost due to poor service and poor treatment than poor product.” � “We will pay more for better service.” The slogans go on and on and on. Sadly, so many don’t follow the plan. I believe the saying goes, “it gets lost in translation. ” This is especially true in family-owned businesses. My husband and I have had five startups. We have always had family members as staff. Mother, father, son, daughter at the helm. It has worked for us for as many years as we’ve been doing it. And that’s a LOT of years.
How did we do it? Mostly with WACTEO. A while back…we created the word WACTEO. (Pronounced WOK TAY O). It’s the first letter of each word: We Are Customers To Each Other. W A CT E O Once you agree that WACTEO is worth it, it becomes easier to work together. So many forget – We ARE customers to each other. Departments depend on departments. Timing is crucial. To lose a good team member because they weren’t treated right can be devastating.
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So how do you use the idea of WACTEO?
employee should place on delivering excellent internal customer service.
� Know your organization’s mission and your role in that mission. Your mission statement should be POSTED ON THE FRONT WALL in your office for all to see. And in various other places as well. You probably spent a lot of time creating a mission statement. BE PROUD of IT. Show it off!
� Have an understanding of the way diversity in the workforce plays an important role in fulfilling the mission of your organization.
� Internal service is everyone’s responsibility. There is no “that’s not my job” statement. Nope. Not allowed. � Respect and embrace differences. While that is often a bit more difficult in some situations, it can be done. And it must be done to have a cohesive environment with family members. � Understand the importance every
� Recognize the personal space of others. That not only means don’t be an inch away from me when we talk, it also means – if you’re sharing office space, talk about what bothers each of you. How can it work out effectively? � Work to resolve conflict with others. Leaving a disagreement or hurt words spoken without fixing it, with or without a mediator, can lead to detrimental outcomes. Be conscious of how you can fix things with others. You spend more time with others than we do at home. And especially
if you’re working with family at home and live at home. That’s ever MORE time together. We need to work on that. Recognize and appreciate family members and all team members. There is often a tendency to NOT put the crown on a family member for fear of nepotism. If you can recognize the family member and show appreciation to them; verbally, or in a written note; it will speak volumes and work so well. So much time and money are spent on the external customer – it appears that the Internal and/or family member tends to get lost in the shuffle. It would be a double standard to be committed to great external customer service and not have the same commitment to internal customer service – family or no family.
Nancy Friedman is a popular speaker in the FRANCHISE family industry and a highly respected customer service expert. Email: Nancyf@telephonedoctor.com. During COVID, call her cell at 314-276-1012 or office: 314-291-1012 (central time) and visit www.nancyfriedman.com. NEED A COMPANY ZOOM MEETING? Or a 30-minute RX Shot in the Arm for your team? We’d love to share our tips, ideas, skills and tech- niques with you and your team.
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Social Media
Instagram’s Family
of Products
by Michelle Hummel
Much like how your family works together at your franchise to accomplish business goals, Instagram’s family of five products works together to help you connect with both your cur-
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rent and potential customers. Because Instagram (IG) is a highly personal social media platform for all of its one billion+ monthly users (IGers), people interact with the platform in many dif-
ferent ways. While you may be using some of these features to promote your franchise already, using all five can help you reach customers no matter how they’re using Instagram.
General Posting When you log onto Instagram, the platform will automatically place you in your feed. Much like Facebook’s wall, your feed contains posts from people and businesses you follow. When you make a post on Instagram, it will be placed into the feed unless you designate it to go elsewhere. Photos are key on Instagram, and the platform will allow only square images. Each photo also has the option to include a caption, which is a short message that explains the photo. Each caption can include up to 30 hashtags that relate to your photo. Adding between 12-18 hashtags per post is best practice. Many IGers follow hashtags for topics they are interested in so they can see content from any account that isn’t designated private. For example, if you own a dog grooming franchise and you’re posting a photo of a great groom, using #dogstagram in the caption will allow your content to be seen by the millions of users who follow this hashtag whether they currently follow your franchise or not.
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Have fun, play around, and experiment with the different ways to reach them on Instagram!
Instagram Stories Stories allow IGers to share photos and videos that disappear after 24 hours unless pinned as a highlight. These are visible to your followers and are a fantastic way to share a glimpse of your day. Some IGers only view Stories, so adding between two to seven per week is a great way to expand your reach. Stories’ image dimensions are 1920 px high and 1080 px wide, with an aspect ratio of 9:16. If you own a restaurant franchise, consider trying a Story about today’s special. Stories are also a great way to promote events, calling attention to a blog, or even giving a shout-out to a great customer.
Reels Reels is Instagram’s version of TikTok, which allows IGers to post videos that are three to 30 seconds in length and in the same dimensions as Stories. Perfect for quick tips, inspirational and even humorous takes on your products and services, Reels is a great way to reach audiences who want their information quickly. Time lapse videos work particularly well on Reels, as do quick informational videos. Just be sure to hook your viewers’ attention within the first five seconds — this isn’t a place to bury the lead. Instagram is rewarding accounts who use videos more than images lately, so Reels is a great way to take advantage of this and get your followers interacting with your Instagram account.
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IGTV Need a place to post your informational videos? IGTV is that spot you’re looking for. The dimensions are the same as Stories and Reels, but this is the format for longer videos (from one to 10 minutes for accounts with less than 10,000 followers, and up to 60 minutes for verified/larger accounts). Best practices are for videos that are two to five minutes long. Videos that do well on IGTV could include: “How do I know it’s time to hire a _____” or “How do I choose a _______.” It’s also a great space to teach people how to use your product or learn a skill they’ll need with your product. Let’s say you own a plumbing franchise. Posting an IGTV video teaching people how to fix a running toilet could be a great opportunity. Even if viewers end up making this simple repair themselves, they will remember your franchise when a larger repair is needed.
Instagram Direct Direct messages (DMs) allow you to start private conversations with other IGers. To send a new direct post, tap the top right corner where you should see what looks like a pen and paper. Then, you can contact one person or choose multiple users to create a group chat. This is a great way to share a promo code or other offer to entice IGers to try your franchise. Just be sure not to overuse this feature as it may turn off some IGers. No matter which of the five products in the Instagram family is your favorite, using a combination of each of them will allow you to keep your franchise top of mind with your current and potential customers. Have fun, play around, and experiment with the different ways to reach them on Instagram!
Michelle is the CEO and Founder of Web Strategy Plus, a full-service digital marketing agency, where her team of experts specializes in helping franchise owners develop websites, SEO and Social Media Strategies. A published author of three books in her series, “The Social Media Magnet: Everything You Need to Know to Attract Customers with Social Media.” She also holds a valuable Internet Marketing Degree and pro- vides training to help individuals acquire Social Media Management Certification through Web Media University. Contact Michelle at michelle@webstrategyplus.com.
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Features
Exploring the Pros and Cons of Working with Family by Susan Scotts Are you thinking of a family partnership or working with family? There are many benefits that come with family-run businesses, but with anything, it is important to consider all the details before making a choice to move forward.
can create a successful business for themselves and their families.
My old boss used to say, “A partnership is a leaky ship,” and that can be especially true if the partner is a family member. I’ve been working in franchising over 30 years now, and I’ve had the opportunity to see many partners, whether business associates, friends or families, work together. I generally have a discussion with them all together, then each person individually to help them really think it all the way through. I want to ensure everyone is on the same page so they
On the positive side, you are familiar and know your family and may get along well with them. Of course, this would work to your benefit and to be fun as well!
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Here are some things to consider when exploring self-sufficiency with family members:
It is likely that your family members also know your strengths and weaknesses, especially if you work with a family member who has strengths other than yours - that could come in really handy!
The trust factor is also a plus. Working with family often provides a higher level of trust than with employee; if you can’t trust your family, who can you trust? However, sometimes mixing business and family can be harmful. If things don’t work out, think about having to discipline or fire your own family member. That could prove to be difficult. Additionally, it could be difficult for your loved one to show you the respect you deserve and need in the workplace because of your familiarity with each other. That can invite further disrespect with others in the organization. They may even feel that the regular rules don’t apply to them
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… you can choose a business partner, but you can’t choose family.
since they are family, which may cause them to goof off or resent your authority if you have to discipline them. If they know the accounting of the business, they may also cry foul if you are earning more than they are or don’t get the raise they feel they deserve. And what if they do a sub-par job, call in sick too much or come in late? Do you take action and potentially ruin
the relationship? But then the other employees will surely notice and cry favoritism to the family. You won’t be able to win either way. As you can see, thinking through all the challenging situations could go on and on and lead to a rift in the family or friendship that you cannot mend. Then how will the holidays be spent?
some ground rules and guidelines and make sure everyone understands the rules. You may also like to seek legal advice to create a partnership agreement that is fair and create a clear list of job responsibilities to retain harmonious family dynamics. This should be your first priority. Because you can choose a business partner, but you can’t choose family.
If you still feel like it is a good fit, and you have a compelling reason, set up
Susan Scotts is a multiple award winning career transition coach with The Entre- preneur’s Source® and possesses three decades of experience in helping em- power individuals to become entrepreneurs through franchise business owner- ship. For a complimentary consultation, she can be reached at 561-859-9110 or SScotts@EsourceCoach.com.
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Smart, Driven and Successful
A Shared Passion
for Franchising
by Elizabeth Denham
Franchising offered Heidi Morrisey more than just a successful career. It also gave her a shared passion with her father and an undiscovered level of understanding and knowing in their relationship. “Working with him was interesting,” she said. “I was able to come in and see him in a completely different light,
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and it gave him the opportunity to see me in a different light. Looking back, I realize he didn’t know me from that perspective, and I don’t know that I really knew my dad that well, either. I knew him as a daughter would know her father, but with three brothers, they spent more time with him, and I spent more time with my mom.”
Dave and Cindy Haglund founded Kitchen Tune-Up in 1988. They have five children, and according to Heidi, her dad had worked with a few of her brothers, and it hadn’t really worked out. “So, my dad was sitting there in 2003 and wondering if he would ever be able to take a little of a break,” she remembered. “And he said, what you
are doing with your other business would work great, and I thought, well, I don’t know anything about kitchens, I don’t know anything about franchising, and I don’t know if you and I could work together – because I’ve heard stories!” Morrisey and her husband moved from Wisconsin to South Dakota for a one-year trial with no real job description to see how they could assist. After working in sales and marketing for 13 years, she is now President while her parents spend time traveling and with their grandkids. “I fell in love with franchising and with the business,” Morrisey said. “And it was my first real introduction into what my dad had created.” Morrisey believes that one of the most important things they did when they started out working together was to join a family planning business group that would meet and discuss family dynamics in business, succession About Heidi Morrisey
planning, etc. They were so beneficial that she and her father lead sessions for franchisees, many of whom were also working with family. “Any time you are working with family, you can get passionate - maybe because it is a safer place – so we definitely had some passionate discussions,” she noted. “And then you say, ‘well, see you at family dinner or church.’ The experience absolutely created mutual respect between us in many different ways by having a
“
I don’t know that I really knew my dad that well , either..
business relationship.” Morrisey believes the family dynamic had positives and negatives in terms of communication. “There were times we talked about things that maybe someone else couldn’t bring up,” she said. “And times when I was still his kid, and that idea wasn’t going to float. Where if it came from someone else, it might have gotten more bounce. Also, having access to him when we would go to the lake house, and he was relaxed was also beneficial. You don’t always have that kind of access.” The family dynamic is something she believes strongly in within the framework of the franchise business model. “I believe you can still have a business and you can have fun and you can have relationships,” she summed up. “In fact, I don’t know how to have a business without that.”
As a 2nd generation franchise owner, Heidi Morrisey strives to keep the franchise relevant, profitable and a leader in the industry. Her ultimate goal is to attract like-minded entrepreneurs to join her home improvement revolution. The culture is family-oriented, and the bottom line is just as important as making the process easy for both the homeowner and her franchisees. Her franchisees have named themselves Tunies and the Home Office, Homies. The business is about creating relationships while creating a space that people are proud of in their homes. Kitchen Tune-Up was founded in 1988 by Morrisey’s dad and she joined him in 2003. In 2020, they launched their 2nd brand, Bath Tune-Up. In 2021, they joined Home Franchise Concepts as their 5th & 6th brands. To learn more about Ktichen Tune Up, please visit https://kitchentuneup.com/.
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Causes and Community
Announcing the 2021 Advisory Board for
The Coterie for Women The Coterie for Women launched in October of 2020 in the midst of the pandemic. We believe that this timing was perfect, as we were all feeling isolated and uncertain. Our mission to empower women from all experiences and perspectives to Live Richer Lives by providing community, resources, mentorship, support, education, opportunity and fun has resonated with women everywhere. We already have more than 200 members and have hosted weekly Hump Day Happy Hours, produced more than 100 podcasts Where Passion and Purpose Collide, invited amazing women in their fields to facilitate conversations with members and so much more. We are thrilled to announce our Advisory Board for the next year. Our board members are smart, driven and successful and have a drive to support our cause and to pay it forward to our members. Please meet a group of people we are proud to call friends, advisors and mentors.
“When a woman is able to make her own money, she has more security in the world, a stronger voice, and can confidently claim her place at the table; to help each other along the way should be our collective goal.”
Bethany McClellan www.rapidbusinessplans.com
To join The Coterie for Women, please visit https://www.thecoterieforwomen.com
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“It is important for women to collaborate with other women so we can learn from one another on how to grow, obtain funding, and prosper in a difficult business environment.
“It is such an honor to be invited and to serve on this Advisory Board. Supporting, empowering and providOne thing I wish I would have known would be the men- ing women the resources that they need to be on equal footing in their professional and personal lives has always toring, and women owned business groups that I could have become a part of to learn from others in the group.” been one of my priorities and this is a great opportunity to make a difference.”
Laura Spaulding www.spauldingdecon.com
“I have been blessed by many mentors, coaches, and advisors throughout my career. I would not be where I am today without them. I am committed to “paying to forward” and supporting others in their careers and personal growth, just as I have been supported. We all can make a positive difference in others’ lives!”
Catherine Monson www.propelledbrands.com
Paul Pickett www.wbu.com
“I think it’s important to support each other as women because I believe that women have the ability to do so much good in the world. If we don’t support one another to do good and create change, our individual voices may be too quiet to be heard. “
Clare Moore www.tidecleaners.com/en-us
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“I believe in supporting women to create an environment of collaboration and learning that makes all women more impactful.”
“I am a firm believer in the fact that women can be successful only with the support of other women. Reach down and pull someone up with you on your journey and reach up and thank your mentors for bringing you on theirs.”
Carolyn Thurston
Marisa Faunce
www.wisdomseniorcare.com
www.plavekoch.com
“I learned in Peace Corps the old African proverb, “Educate a man, you educate an individual; educate a woman, educate a village.” Our lessons as women are ofttimes hard-learned. Why not reach your hand back and share it with a woman who’s following just behind you. Its impact will reverberate more than you’ll ever know.”
Nancy Chorpenning www.ceoschoolforwomen.com www.csuiteadvisors.com
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“Most women who receive strong and consistent support pass it on and communities thrive. I agree with Shelley Zalis who says it perfectly, “Alone women have power together we have impact.” In my experience women’s resourcefulness brings more solutions after we’ve been told there aren’t any. It is crucial that we continue to give encouragement and reassurance to women so they will share their much-needed voice.
Kater Danford www.northeastcolor.com
I am Woman
by Melissa Hodge
I am from dirt roads and Friday night football games. I am a cheerleader in every sense of the word. I am from southern roots, yet I am a New Yorker. I will always remember where I came from. I am the apple of my parents’ eyes, a lonely only child, a devoted daughter and my parents’ best friend. I am my 98-year-old Italian Grandmother’s twin; I am a legacy of two soul mates for 67 years. I am blessed to be a friend to more than most have, I am a Maid of Honor, I am a God Mother, God Daughter, I am a cousin and I am a Dog Mom. I am a holiday lover who goes over the top, I am sunset chaser, I can be found at Central Park. I am loyal, I am thoughtful, I am passionate, I am overly expressive and I am often referred to as too loud. I am an embracer of life, I am thankful for every day, I am a writer of a daily gratitude journal. I am the biggest heart, I wear my heart on my sleeve, yet I am also a gatherer of my heart’s pieces. I am a believer in soul mates, I believe in true love. I am an exceptional lover and I will be darn good Mother. I will be a supportive wife one day. I am an over achiever, I do not settle, I work every day to become the best version of myself. I am a woman of faith; I am also afraid of death. I am always smiling; I have a smile that can brighten a day. I am a radiant smile on the outside despite sometimes having pain inside. I have experienced loss and tragedies. I am stronger, wiser and more considerate because of this. I am quick to get angry, but I am just as quick to forgive and forget. I am a glass half full type of women, I always have been, I am positive and I do not complain. I believe life is what you make of it, everyday matters. I am a product of my daily choices. I am a Woman. I am today becoming who I will one day be.
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Fun, Fierce and Fabulous
Self-Awareness and Clarity
Make This
Family Business Work 46 The Franchise Woman
by Elizabeth Denham exhaustion. And then a few years ago, Ellen told me she was selling. I wanted more work-life balance, so it was a great opportunity.” Ellen was already in the process of negotiating the sale when Chris told her he wanted to buy it.
Self-awareness and clarity are two things that can be hard to come by in life, but Ellen Davis and Chris Davis have them in spades. “Ellen is an excellent teacher and resource for me,” Chris said. “She is good at letting me do my own thing – there is no power struggle.” While it may not be clear from Chris using her first name, Ellen is his mother. She spent 25 years building a Wild Birds Unlimited location in Massachusetts (first in Medway and now in Franklin). In 2018, Chris began the process of buying the business from his mother. While there was a pause in the process in 2020 with COVID-19, he jumped back in over the last year.
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Ellen makes an effort to allow Chris the latitude to make his own decisions and mistakes and to find his path to success.
“I grew up in the business and began working in the store around age 13 through all of high school and some college,” Chris said. “And then I had music and artistic careers and worked in restaurant management, but I was getting tired of it – the long hours, the
“When Chris said he wanted the business, I was really excited for him,” Ellen said. “I thought it was a good move for him from a mother’s point of view and honestly, I thought maybe he would settle down a little bit more.” In the beginning, it was tough for Ellen to make the transition away from leading the charge. She had to remind herself that it wasn’t her business anymore and allow Chris the freedom to find his way of doing things. Both of these things required self-awareness and clarity about each other’s roles. “I have adjusted now,” she said. “I think he is much better at running things at this point in my life. It is time for me to retire.” Ellen makes an effort to allow Chris the latitude to make his own deci-
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sions and mistakes and to find his path to success. “I make sure to tell him when I think things are really good,” she said. “At first, the staff would look to me for guidance or decision-making. I had to redirect them to Chris and make sure he had the authority to lead and to resolve conflict and make decisions. I have to be a big enough person to allow Chris to do things his way.” Chris feels lucky to have this opportunity. “It feels rare and special to me,” he said. “She lets me make mistakes, but she is always pushing for my success.” Chris and Ellen have set some intentional boundaries to help keep things professional in the store. “I call her by her first name at work,” Chris noted. “It sets up an invisible boundary between us, and it allows the staff to respect me a bit more.” Ellen had a little bit of a different perspective. “My daughter told me the reason Chris calls me ‘Ellen’ at work is that ‘Mom’ doesn’t listen,” she laughed. Today, Ellen is happy to do the books and come in two or three days a week and leave the heavy lifting to Chris. And he is ready to lead. “I want to continue the growth and success my mother started,” Chris said. “When she started, the franchise
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was different – it was more mom and pop, and now, it has grown and is streamlined and there is so much support for franchisees. We fared incredibly well during the pandemic, and that was due to the support we got from the franchise.”
stuck at home. We made deliveries ourselves, and customers liked that we still had that personal touch.”
Chris credits the Wild Birds Unlimited system for getting them through this last year.
“I needed to go off on my own and work for a variety of managers and make mistakes and figure it out,” he mused. “I needed my adventure. But now I am ready. And I am looking forward to the future.”
“Without the online store, we would not have made it,” he suggested. “When we shut down, we thought we would be filling online orders every other day. We worked seven days a week to keep up. People seemed to rediscover wildlife when they were
Chris said this is not something he could have done at age 22. But now is the right time in his life.
To learn more about Wild Birds Unlimited, please visit https://www.wbu. com/
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Featured Franchises
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Women on the Move
Felicia Williams Realogy Holdings Corp., the largest full-service residential real estate services company in the United States, recently announced the appointment of Felicia Williams to its Board of Directors. Williams, a longtime Macy’s, Inc. senior finance executive, will join Realogy’s Audit Committee and has been designated an “Audit Committee Financial Expert” by the Board.
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Allison Williams Allison Williams started her journey with Pizza Factory at the age of 15 working under the brand’s CEO. Then, Allison transitioned into a role at Pizza Factory corporate to continue immersing herself in the brand’s culture. Soon after, Williams opened her first location in Twain Harte, California, alongside her business partner Cameron Bacchus. Now ready for her next venture, Williams is a multi-unit operator with Pizza Factory.
Ashley Mitchell Streamline Brands recently announced the appointment of brand management and franchise executive Ashley Mitchell to Vice President, Marketing.
Trayce Bunche Spaulding Decon’s Office Manager, Trayce Bunche, has been promoted to Chief Operations Officer and General Manager.
Donna Tarantino Intelligent Leadership Executive Coaching (ILEC) welcomes Donna Tarantino to the experienced team of ILEC coaches. An accomplished visionary executive, Tarantino will provide services to solve leadership problems and build strong cultures in business of all sizes and types.
Cheryl Fletcher Tropical Smoothie Cafe, LLC announced that Cheryl Fletcher has been promoted to chief development officer. Since joining the executive team in 2018 to lead the company’s franchise development, Fletcher has been essential to the brand’s record-breaking growth. In her elevated leadership role, she will continue to propel Tropical Smoothie Cafe development forward with her signature mix of experience, passion, and dedication.
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PUSHPA KUNWAR The Patch Boys Las Vegas, NV
TAMARA HOLMES The Patch Boys Central VA
LEA RUBINSTEIN The Patch Boys Ocean County, NJ
LISA KALEZIC The Patch Boys Raleigh, NC
Don’t Let Our Name FOOL YOU The Patch Boys is a Great Business for Women • Niche Concept
• Flexible Schedule
• Low Cost of Entry
• Low Overhead
• Quick Startup Time
• High Margins
• Home-Based Business
• Ideal Work-Life Balance
Holes in your ceiling? We can help!
www.holeshappen.com
844-99-PATCH
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