The Franchise Woman November/December Issue by thefranchisewoman

Nov/Dec 2020 $5.95

Donâ&#x20AC;&#x2122;t Let Perfection Get in the Way of Getting it Done Shelly Sun

Marketing Tips

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t s 1 r u o g ry! n i t a a r s Business Trends b r e Cel nnive A March/April 2020 1

The Franchise Woman

Leverage the Power of Women

to grow your brand

Shelly Sun has a great message we all need to hear: Life is Too Short for Guilt. As we all struggle to find the perfect balance of work, family, and fun, it is okay to recognize that we are not perfect. When we show up and do our best, we are good enough.

Publisher/Editor in Chief Elizabeth Denham elizabeth.denham@thefranchisewoman.com Managing Editor Rebecca Monet rebecca@zorakle.net Designer Annie Malloy annie.malloy@thefranchisewoman.com Staff Writer Allison Wyckoff allison@thefranshisewoman.com Contributors Nancy Friedman, Kristen Horler, Michelle Hummel, Faizun Kamal, Julie Lusthaus, Fred McMurray, Mary Ann Oâ&#x20AC;&#x2122;Connell, Michele Rempel, Susan Scotts Marketing Richard Brito richardbrito@thefranchisewoman.com Luke Reosti marketing@thecoterieforwomen.com

Let us help you grow your brand! Find out how we can target your next franchise owner. We strive to create an amazing resource for women in franchising. We appreciate all ideas, feedback and questions. Please contact us at any time. www.TheFranchiseWoman.com info@thefranchisewoman.com 206-705-3081

Contact Us 206-705-3081 6845 US HWY 90 East Ste. 105 PMB 155 Daphne, Alabama 36526 www.thefranchisewoman.com Entire contents copyright ÂŠ2020

Nov/Dec 2020

IN THIS ISSUE

Departments 6 Letter from the Editors. 14 Healthy Holiday Habits Start Now. 23 Welcome to Causes and 24

Community.

37 I Am Woman.

42 8 Sinful Customer Service Actions.

Work-Life Balance. A Journey by the Rogue Male.

46 Life Doesnâ&#x20AC;&#x2122;t Begin After Retirement.

48 Understanding Franchise Fees and Payments.

26 Seasonal Marketing With an Eye to 50 Featured Franchises. the New Year. 52 Women on the Move. 34 Avoid the Time Suck of Social Media Posting.

The Franchise Woman

11 14

Features 10 Don’t Let Perfection Get in the Way 28 Seeking Resourceful Maximizers for of Getting it Done.

a Fun Gig.

16 Lifelong Passion for Pets Fuels 32 Being Thankful in the Midst of a Woofie’s® Co-Owner Amy Reed.

Announcing the Launch of The Coterie for Women.

Pandemic.

38 Networking for a Better Franchise System.

Nov/Dec 2020

Letter from the Editors It’s hard to believe that it’s been a year since we launched The Franchise Woman. We have already experienced amazing growth and new opportunities. Rebecca and I have become partners, launched a new platform and cultivated strong relationships. We have also recently partnered with Yum! Brands and Pizza Hut to support their initiative for elevating women in their brands. We are so excited for the coming year, and we want to thank you all for your support and encouragement. You are helping us make our dreams come true! Now, on to this issue! As we navigate our new “pandemic normal” heading into the holidays and the new year, many of us are finding it difficult to achieve the ever-elusive balance between work life and personal life. We never feel like we have it quite right, and while many of us are working from home, the lines are even more blurred. In this issue, “Work/ Life Balance,” we discuss a healthy perspective and keeping all the balls on the air. Shelly Sun teaches us a critical lesson about life being too short for guilt – especially poignant right now. Amy Reed provides services that allow people to get away from home and take a vacation without worrying about their pets. And Stacey Kimmons adds a little kid fun into the mix. We are also excited to formally announce The Coterie for Women. An online platform which empowers women from all experiences and perspectives to Live Richer Lives, The Coterie provides community, resources, mentorship, support, education, opportunity and fun! Read all about it in our announcement article and take a minute to check out our new website – you can even join for free for a limited time! Visit us at https://www. thecoterieforwomen.com. We are expanding our Pride and Policy column to cover a wider array of causes and community issues. If you know a great story about someone who is making a difference in the lives of others or advocating for those in need, we want to hear about it! Take a look at Causes and Community coming in every issue! As an independent magazine, The Franchise Woman welcomes anyone who has something to offer to our female audience. We welcome all brands and make every effort to present stories that delve into the hearts of women across the industry. Our podcast, Where Passion and Purpose Collides, has some exciting segments. Look for us on YouTube and Spotify. 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 Rebecca Monet Publisher-Editor-in-Chief Managing Editor

The Franchise Woman

Do you Dream of Owning a Business? Are You Considering Franchise Ownership? Taking the leap into franchise ownership can be exciting. The prospect of owning your time and driving your own destiny is appealing. When choosing the right franchise system, it is critical to do your research and determine which will be the best fit for you. The Franchise Woman has partnered with Zorakle Profiles to provide a science-based assessment that will help determine your aptitude for success.

Find Out Which Franchise is the Best Fit for You! Take the survey for $29.95, and you will receive a business profile outlining the following: • Values • Stage of growth • Culture • Work style • Competencies

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For more information, please contact The Franchise Woman at info@thefranchisewoman.com Powered by Zorakle

Nov/Dec 2020

Are You Interested in Franchising, Business or Entrepreneurship? Announcing The Coterie for Women founded by: Elizabeth Denham and Rebecca Monet

The Coterie for Women empowers women from all experiences and perspectives to Live Richer Lives by providing community, resources, mentorship, support, education, opportunity and fun! Check out our platform and join for free for a limited time. Join Today 8

The Franchise Woman

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Nov/Dec 2020

She is Smart, Driven and Successful

Don’t Let Perfection Get in the Way

of Getting it Done by Elizabeth Denham

As a successful entrepreneur, franchisor Shelly Sun bears the weight of responsibility for more than 340 locations, 200 small business owners and more than 20,000 families served by BrightStar Care® and BrightStar Senior Living® and Memory Care. And she tackles that role while raising twin sons, making time for herself and nurturing

10 The Franchise Woman

relationships with her vast circle of friends and mentors. How does she do it? The recipe is simple: Don’t let perfection get in the way of getting the job done. “I think we put a lot of expectations on women as a society,” Sun said. “And we put them on ourselves as women. The same

questions about work/life balance are not frequently asked of men or fathers, yet they are involved in their children’s lives as well. For me, it’s about giving myself permission not to be perfect every single day and to look at my journey as a woman, as a mother and as an entrepreneur over time. I look back and make sure that I have

“

Life is too short for guilt.

Shelly Sun

spent quality time and have made a positive impact in all three areas of my life with my friends, with my boys and with my business.” Over the course of one day, Sun said she will never be great at all three areas of her life, but over the course of a month, she usually feels good about each one. “It differs which two of the three are going to win on any given day and that has to be okay,” she said. “There are some days I’m a better entrepreneur than I am a mom and there are other days I am a better mom than I am an entrepreneur.”

“Out of 20 days of school in a month, I would probably have 10-12 dinners and homework sessions with them,” Sun said. “Not a bad batting average, but that batting average has to be okay with me. Life is too short for guilt. And I know I have made a positive impact on their lives, and I know they see me as a role model.” Sun recognizes that women often struggle with guilt over how they spend their time. But she has no place for guilt in her life.

Sun has been on her entrepreneurial journey every day her boys have been alive. She started BrightStar Care three or four years before they were born. A typical schedule for her includes getting up at 5 a.m. or 5:30 a.m. and getting a workout in before the boys are up. She tries to have breakfast with them to start the day, and she tries to be finished with work by 3 p.m. or 3:30 p.m. to do homework and have a homecooked meal as often as she can.

Nov/Dec 2020

“Guilt is a wasted emotion for me. It’s taking me away mentally and emotionally from what I could otherwise be spending time on and giving my best self to,” she said. “Oftentimes, we let ourselves feel guilty that we are not able to be super mom and super woman. There is an embedded predisposition that we should feel guilt, and I think life is way too short. Our male counterparts do not get asked the same thing. And they are not made to feel like they should have any guilt. So why should we? We should free ourselves, do our best, and if we are doing our best, that has to be good enough.” That does not mean Sun has not made sacrifices for both her kids and her business. When COVID-19 hit, she moved back in with her ex-

12 The Franchise Woman

in-laws and her ex-husband for the sake of her kids and her business. “COVID presented a unique opportunity. You will do anything for your children,” Sun noted. “So, I moved back in with my ex-inlaws and ex-husband to raise my children in the same household because the boys needed that. My business was 24 hours a day in healthcare trying to get PPE from all over the globe and trying to get every franchisee PPP loans.” Sun is happy her boys have gotten to see her work ethic and compassion, but during the pandemic, she has prioritized taking 15 minutes out of every hour to hug and kiss them and make sure they have a snack or take them swimming while they are learning remotely.”

“I’ll still be on my laptop ‘til midnight every night, but I have taken the critical time to have dinner with my kids. For me, it’s about scheduling in time – we shouldn’t have to think about scheduling breaks with our kids, but if we don’t sometimes it doesn’t get done.” Shelly Sun is the CEO and Founder of BrightStar Group Holdings, Inc., the parent company of BrightStar Care and BrightStar Senior Living & Memory Care. BrightStar Care is a premium healthcare staffing company providing the full continuum of care, from homecare to supplemental staffing for corporate clients such as nursing homes and physicians. For more information, visit https://www.brightstarcare.com/

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Health and Wellness

Healthy Holiday Habits Start Now by Kristen Horler, MS Right about now, January may seem like a great time to start some healthy habits. However, you can still enjoy the holiday season and not come out the other side feeling like you’ve overindulged. This year may look a little different with coronavirus restrictions, but that doesn’t mean you won’t be tempted by sweets, treats, and holiday delights. So, what is a woman to do during the most wonderful time of the year? We’ve included a few tips to help you enjoy the holiday season and ring in the New Year feeling better than ever before.

14 The Franchise Woman

Small Plates. The fun of the holidays may include filling your plate full of delicious foods. The great news is that there is nothing wrong with that. Studies show that when we use a smaller plate, we feel like we are eating more−it actually tricks our brain into feeling more satisfied−with less. Start with Salad. If you’re dining out, start with a salad, vegetable soup, or hummus with extra vegetables (skip the pita). Flood

your body with nutritious, whole foods before enjoying your main course or going straight for dessert. Don’t worry about other people’s expectations of what you should be eating and when you should be eating it. If you want to eat a salad, have a glass of wine and enjoy a piece of pie for dessert, that’s your prerogative. Fifty Percent Veg. Fill half your plate with vegetables. If you don’t see a veg-focused option, look for every

dish that includes avocado, spinach, squash, kale, broccoli, or mixed vegetables. Get creative and ask for a side of steamed vegetables. Think roasted root vegetables or garlic sauteed spinach. There are plenty of great options to enjoy on most menus or at a dinner party, you just need to look for them. If you’re bringing a dish, be sure to bring something healthy you will enjoy!

Healthy Holiday Tips: • Going to a holiday party or family event? Have a healthy protein shake an hour before you go and drink a big glass of water on the way. If you have a choice of food, start with a plate of fruits and vegetables. Wait until you’re ready for seconds to indulge in the baked goods, sweets, or cheese board. • No time for exercise? Every step matters. Walk around the block or complete a set of 10 lunges, pushups, and squats at home. It’s amazing how a little movement can help you feel better when you’re pressed for time. • Worried about drinking too much and paying the price in the morning? No one knows what’s in your cup--and no one cares! Alternate your cocktail or wine with a glass of still or sparkling water. If you like gin and tonics, cut your tonic calories in half by using 50% soda water and 50% tonic water.

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 MOMLETA. 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.

Nov/Dec 2020

She is Fun Fierce and Fabulous

Lifelong Passion for Pets Fuels Woofie’s® Co-Owner Amy Reed by Allison Wyckoff

16 The Franchise Woman

Sixteen years ago, Amy Reed and Leslie Barron were neighbors who shared a love of animals and frustration over a lack of good options for high-quality, reliable pet care. When they traveled for work, took vacations or needed to spend longer days at the office, they were left scrambling for a company they could trust with the keys to their homes and the care of their dogs. They were also both ready for a change. So they took a risk, quit their corporate jobs, and started Woofie’s ® to provide the solution

they had sought – a professional, personalized approach to pet care with customer service at its core. Reed knew that plenty of people wouldn’t understand when she took a huge risk and quit her job in the tech industry to start a business around her love of pets. But she had no passion for her job, and by following her heart she has helped create a successful, award-winning company recognized for its premium level of pet care. “Find a way to live your life and find something that you love, that you have a passion for,” Reed advises. “While you’re working a lot, you’re doing something you love. You’re around people you like; you’re around animals. It doesn’t feel like work … I think back to my days of sitting behind a desk at a corporate office and I can’t imagine going back to that.” Woofie’s emphasizes trust and strong relationships with clients and pets alike – qualities Reed and Barron found lacking in the market when they started the company. Their services include pet sitting with multiple visits per day, in-home overnight care, ‘Bed & Biscuit’ overnight care (a pet stays overnight at a sitter’s home), dog walking, mobile pet spa (grooming services), and pet first aid and CPR classes. To ensure services are personalized to each client and pet’s needs, a member of the Woofie’s management conducts an in-house consultation to learn about the pet, the care they need, the home

and to answer questions. Clients also receive regular updates via the Woofie’s app, which allows a client to see walks, daily reports, pictures and other updates throughout the day. The Woofie’s policy is to go above and beyond to meet customer needs so they don’t have to worry about their pets. If a client has to stay late at work unexpectedly, for example, they can call and their sitter will do another visit that day. One of their goals is to help people find the flexibility they need to be able to do the things they want to do in life without worrying about their pets. She’s most proud of the times she hears from a client that they can finally take a vacation or be at work without feeling guilty because they know their pets are receiving great care. “Clients call or e-mail and say they couldn’t take their vacation if they didn’t know that we were taking

Nov/Dec 2020

care of their babies. We’ve had clients who had not taken a vacation in a year or more because of a previous bad experience leaving their pet alone,” Reed said. “So building that trust with them and having them say ‘you’ve really allowed us to get way’ – that is so rewarding

company after customers coming to the company’s northern Virginia location kept asking when the company was going to move into surrounding areas. Reed says she and Barron chose to grow via franchising because it supports the focus on customer service that is key to Woofie’s success.

Great relationships with clients have also informed the expansions Woofie’s has made over the years. The company added mobile grooming after a number of clients had asked about it. “You always want to be open to what clients have to say. A lot of the time they give you your best ideas,” Reed said. “Mobile grooming has been a great offering, all one-on-one, very calming for the pet. It allows the groomer to bond with the pet, and offers more convenience for the client.”

“With franchising, the franchisees own that business, and I think that’s very important for a highly personalized service like Woofie’s,” Reed said. “You are building relationships with the clients. You are members of the community, and you are caring for people’s pets, and that is a huge responsibility.”

Customer input has also motivated the Woofie’s team to grow the

18 The Franchise Woman

Woofie’s looks for franchisees who embrace and understand that this is a business rather than a hobby, and who will go above and beyond to take care of the customer.

“We’re a passion brand. You have to have the blend of the two – love of animals and of the business,” she said. Reed also likes that the Woofie’s approach provides franchise owners and employees with a lot of flexibility. “For the owners, a lot of the work can be done from home. And for the employees, we see a lot of teams of groomers or sitters made up of family members – a husband-wife team or mother-daughter team. And they’re working, but also spending time with family. In-house, we are big believers in providing a flexible work environment. Not that rigid corporate structure and I couldn’t be happier to say that.” For more information about Woofie’s franchising opportunities, visit https://ownawoofies. com/the-opportunity.

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$2,000,000 Government Funds Available for Small Businesses Impacted By COVID-19 text our office line at 904.999.3133 Nov/Dec 2020

Features

Announcing the Launch of

A community that helps women Live Richer Lives Elizabeth Denham and Rebecca Monet are thrilled to announce today’s launch of “The Coterie for Women,” an online platform that empowers women from all experiences and perspectives to ‘Live Richer Lives’ by providing community, resources, mentorship, support, education, opportunity and fun!

20 The Franchise Woman

“This is such an exciting day for us,” Monet said. “As women, we thrive in community with one another. We seek opportunities to learn and grow professionally and personally, and it’s not always easy to find women with similar interests and goals. The Coterie for Women provides opportunities for us to connect and share information,

resources and perspectives with each other.” Denham notes an exciting feature of The Coterie. “It’s ours. We are building this community ourselves as a place to create exclusive content, explore

deeper conversations, conduct richer polls and participate in online or in-person events,” she said. “By building this community separately from social media, you can have a more private, secure and valuable experience with us and each other. There are no advertisements. There is no pressure to buy anything. You can connect with women by interest, by profession, by location, etc.” A subscription-based model, The Coterie is normally $5.99 per month, but is free to all women for

a limited time. While there is no advertising from outside companies, The Coterie will offer courses, webinars and master classes for a fee if you are interested in going deeper into a topic. There will also be “circles” defined by topic that you can join for an additional $2.99 per month. Our first circles include “Women in Franchising and “Podcasts for Women.” Upcoming circles will include topics from blended families to single moms and teachers to tennis players. As we grow, the circles will expand to accommodate any interest expressed by our members.

The Five Best Things About Joining The Coterie for Women: 1. Exclusive Content

“

“This is a dream come true for both of us,” Denham said. “Rebecca and I have been on parallel paths in our careers, and our passion and purpose have collided in ways that complement each other to build something really great!”

• Get exclusive content and conversations you can’t find anywhere else. 2. Meet More People • Meet people who share your interests who live near you, who do the same things or who care about the same topics. 3. Learn More • You can make better-informed decisions about the things that are most important to you. 4. Build Community • You can swap stories, experiences, and ideas (not necessarily advice) around our shared mission. 5. Get inspired • Find a little inspiration, thought-provoking conversations, and expert perspective each and every day.

The partnership brings together two women from different generations, different experiences, different political perspectives, different backgrounds, different points of view and one common goal. That goal is to provide a community of women who support each other in

business and in life, the resources, tools and connections they need to thrive. “We want to provide a haven for women in which everyone is welcomed and included,” Monet said. “And the fact that we are

Nov/Dec 2020

independent means that our doors are open to anyone who needs support and information.” Denham agreed. “Giving women a community in which they have a voice and the power to ask for advice, insight or just a friendly ear is so important to us,” she said. “We want women to feel empowered and providing them this space and the education and resources they need will benefit not just women, but the businesses they run as well.” Rebecca Monet Rebecca Monet is CEO and chief scientist of Zorakle Profiles and has been in the franchise consulting and psychometric assessment business since 1993. Monet is known for her uncanny ability to draw performance correlations. She is fascinated with neurology, neuroeconomics and human performance as it relates to business success. Monet is the inventor of the meta-analysis methodology used in Zorakle’s SpotOn! Profile and SpotOn! Eclipse Reports which categorically compare prospective franchisees to a franchise system’s top performers. This meta-analysis approach provides insights no singular profile, survey, algorithm or assessment can, and has changed the way franchise companies recruit and select franchisees. Zorakle tools provide franchise companies a means to reduce training, support and litigation costs while increasing franchisee satisfaction, validation and performance.

22 The Franchise Woman

They have helped thousands of individuals desiring to own their own business find a right-fit franchise system. A business in which they have the highest likelihood of success and satisfaction. The SpotOn! System is Monet’s most comprehensive and predictive work to date.

gram. She has also been featured on John Tesh’s “Intelligence for Your Life” as a relationship expert. She uses her project, “Pursuit of Humanity: Voices of Alabama,” to demonstrate her belief in the humanity of all and to advocate for the acceptance and understanding of the LGBTQ community.

Monet is also Managing Editor of The Franchise Woman magazine and co-host of the podcast Where Passion and Purpose Collide.

You can find The Coterie for Women here: The Coterie for Women

Elizabeth Denham

Instagram

Elizabeth Denham is Co-founder of The Coterie for Women, Publisher and Editor-in-Chief of The Franchise Woman and co-host of the podcast Where Passion and Purpose Collide. Elizabeth has a passion for helping women find and use their voices both in their businesses and in their lives. This passion has led her to co-found The Coterie to empower women from all experiences and perspectives to Live Richer Lives by providing community, resources, mentorship, support, education, opportunity and fun.

Facebook

Elizabeth has had an extensive career in writing, digital media and marketing. She is Editor of Relocating Fauquier County and has edited and written for Relocating Baldwin County. She has written and published two books: “Sweeten the Deal: How to Spot and Avoid the Big Red Flags in Online Dating,” a memoir and advice book for women going through divorce and dating and “Moving Day: Overcoming the Fear of Change,” a children’s book. She wrote a blog on the Huffington Post for five years and has appeared on HuffPost Live and the Daily Brew television pro-

Twitter LinkedIn TikTok

Causes and Community

Welcome to Causes and Community by Elizabeth Denham

Until this issue, we have used this section to write about Policy and Pride. We will continue to cover those subjects, and going forward, we will broaden the scope of the column to include a wider range of topics. There are so many people in the franchising space who do amazing things. Shannon Wilburnâ&#x20AC;&#x2122;s

business model includes giving back with each and every event Just Between Friends hosts. Constance Hill Johnson is doing amazing work in Cleveland to fight racism and elevate women of color, and she was recently awarded the YWCA of Clevelandâ&#x20AC;&#x2122;s Women of Achievement honor. Paul Pickett, Suzanne

Beall and many others are working to create inclusion and awareness for the LGBTQ community in franchising. These are just a few of the community-minded people we have covered in our first year, and we canâ&#x20AC;&#x2122;t wait to expand and highlight others in the franchising space.

If you have a great story to share, please reach out. We celebrate those who are engaged in their communities, prioritize giving back and seek to pay it forward. Contact us by email at info@thefranchisewoman.com or by phone at 206-705-3081.

Nov/Dec 2020

Work-Life balance

A Journey

by the Rogue Male by Fred McMurray

This is me at about 10 p.m. Saturday, Dec. 1, 2018. Yes, I know I look like crap; you probably would too if three hours earlier, one of the best cardiologists in the U.S. had yanked you back from an eyeball-to-eyeball meeting with the Grim Reaper. How does this relate to work-life balance? Well, as the title says, it’s a journey.

disconnected her from life support and held her in my arms as she died. The next day, after waking up and not knowing how I got into bed the night before, I started on my path toward work-life balance after I determined that life was too short to live on someone else’s time clock . This was my first step on the journey to work-life balance.

My journey toward work-life balance started on my last day in corporate America, which was Jan. 16, 2005. It was 13 months to the day after I had kissed my wife goodbye,

Over the next 10+ years I enjoyed being a partner in Westvyne, a marketing firm with roots in Chicago and an office in Shell Beach, CA, working with companies large and

24 The Franchise Woman

small and helping professionals find their marketing path. On the family side of things, I remarried and was also blessed with my first grandchild, Addison. The first time my granddaughter smiled and threw her arms around me time stopped. I knew I would turn my financial interest in Westvyne to my granddaughter in about 25 years. Life was balanced, or so I thought. I remember being at a Franchise Referral Network meeting in early 2018 and mentioning “work-life balance,” a phrase that a recent

Pillars of Franchising guest, Molly Maid owner Kristin Selmeczy, had used during her appearance. There was dead silence from the other attendees, and after about 60 seconds, Ron Silbertstein, co-founder and Principal at Bud’s Place Franchising, LLC, spoke up and said “Fred, the reason for the silence is that none of us understand the phrase ‘work-life balance.’ ” I chuckled and said “that means working anything under 80 hours a week.” Yes, I had adopted the workaholic mentality that had made me successful in corporate settings and applied it to the projects in my entrepreneurial life - and I was still loving it. I was working on projects, making money, developing new relationships, and even the Pillars of Franchising show had started to grow beyond any expectations. I felt balanced, albeit tired. The second step for me was understanding that work-life balance is a journey. The last quarter of 2018 would prove, viciously, that even during the best journeys the

unthinkable can happen. The loss of my friend, partner and mentor Mike Boehler to depression in late September of 2018 was devastating. I had my airline tickets and car booked for the Dec. 8, 2018 memorial service, where the family was planning to include various videocast and internet radio shows Mike and I had done over the years. I would be able to say goodbye to my friend. Hmm, you say what about the picture above. Yes, that Saturday in December should have been the end of my life’s journey. After being in the office all day I headed home, but I never made it home. Instead I blacked out at a stop light, rolled the intersection and hit a street sign. God smiled upon me as someone saw me crash and called the paramedics who got me to the hospital in time for my cardiologist’s heroics. The day after the photo was taken, I took the step in my work-life balance journey by realizing that I hadn’t been listening to my tiredness. If I had, I would have understood that I wasn’t in balance physically.

the answer for me was “no.” For me, it was the step in my journey in which I determined would not live life in fear of death. I had accepted that I could die when I first became conscious in the cardiac operating center. Rejecting the fear of death made me grateful for every day. Being grateful for each day has made it far easier to change my diet, which has allowed me to lose 40+ pounds, decrease my bad cholesterol to 57 and lead my cardiologist to say, “I don’t expect to see you again until next year.” I found gratitude. Without gratitude, we can never truly have work-life balance. On December 3, 2020, I will celebrate my 2nd re-birthday with a cookout on Avila Beach in Avila Beach, CA. It’s my way of celebrating the rebalancing of my work and life. Stop in and say hello if you are nearby anytime from 8 a.m.-3 p.m. and we can talk about work-life balance, or anything else! Spending time on a beach definitely helps balance your work-life.

Tuesday, December 4th, before my cardiologist sent me home, he told me to go home, rest, relax and recuperate. I said, “Doc, I’ve got the Pillars of Franchising show on Thursday.” He said, “I recommend you go home and relax.” So, I did... after the show. Was I relapsing into the workaholic mode? In this case,

Fred McMurray is a champion of social media for B2B companies, Co-host and Executive Producer of Pillars of Franchising, CEO of Linked Local Network – a source for content to help professionals achieve work-life balance and CEO of Westvyne, a marketing company in Shell Beach, California with a global clientele. In 2013, Inc magazine listed him one of 54 social influencers. Fred’s mission is to provide a digital platform for online communities to connect via social media networks to the local offline community – leading to new relationships, increased support systems and shared resources. Inc Magazine listed Fred McMurray as a Twitter Social Media Influencer for 2013-2019. Pillars of Franchising is now a live multi-channel virtual event broadcast every Thursday at 4p Central time. Listeners can chat live at the Pillars of Franchising website or call 323-580-5755 to listen and ask questions. For more information visit https://www.pillarsoffranchising.com/

Nov/Dec 2020

Marketing Tips

Seasonal Marketing

with an Eye

It is an understatement to say that this year has NOT been business as usual. In any other year, most business owners and leaders would be looking at their last yearâ&#x20AC;&#x2122;s marketing efforts for the holiday season to evaluate and make a plan for this year. However, in this very different holiday buying season, many owners are feeling a little lost about which marketing approach is best to take.

to the New Year If you are feeling a bit uncertain about marketing this holiday season, letâ&#x20AC;&#x2122;s take a step back and ask some basic questions: 1. Who is your market and what do they need from you during this season? 2. What can you give to your clients and customers from now until the end of the year? 3. Where are your clients and customers spending their time right now? 4. Who is your market and what do they need from you during this season?

26 The Franchise Woman

by Michele Rempel

warm feeling of family togetherness and thankfulness, perhaps even a bit of an escape from the very real issues many are facing around the world. Your messaging can reflect that. Rather than the “we’re in this together” messaging from earlier this year, “we’re thankful for you” is more likely going to resonate.

This year, it is vitally important to understand your market. Why? Because experts are finding that consumers are more likely to purchase from a familiar brand this season. Although the world does not feel “normal”, it is natural for people to want to feel some normalcy during the holiday season.

Regardless of their demographics, your customers are sure to want to hold onto something familiar. This is a good opportunity to reach out to your existing and past customers with positive messages and gratitude for their present and past loyalty. Like any other holiday season, people are looking for a

What can you give to your clients and customers from now until the end of the year? Since so many consumers are still limited as to where they can go and what they can do, consumers are saving more money than they have in past years. Although they are saving more, many are uncertain about their future and are thus likely to spend less during this holiday season. Therefore, many consumers will be looking for good deals that help them stretch their dollars further.

Where are your clients and customers spending their time right now? Since customer experience is vitally While your marketing budget probably feels tighter this year, con- important, it is time to understand sider sending your best customers the social channels where your customers and prospects spend a note with a small gift. Thanking them for their business and loyalty, their time and consider providing especially during a difficult time, can customer service within those channels. Do you provide self-sersolidify your brand in their minds vice options on your website or and continue their loyalty. on your Facebook page where customers can get answers to the Giving your customers a hasmost commonly asked questions? sle-free experience is also very Although you may think of this as important right now. In fact, 86% more of a customer service feaof buyers are willing to pay more ture, the lines between marketing, for a great customer experience. customer service and customer Customer frustration leads to experience are becoming increascustomer churn, so take a look at ingly blurred. Customers who feel the experience you are providing they can communicate with brands customers through your website, quickly and efficiently are more social media channels and cuslikely to buy from those brands. tomer service. Better yet, ask your customers how you’re doing and make any necessary changes.

Discounts and free shipping (for those who sell products online) will influence buyers this season. For those who own service franchises, consumers are searching for extra value when choosing a provider. Although you may generally be averse to giving discounts to new customers, this may be the year to break tradition. Eyeing the new year Most experts believe that the New Year will not immediately bring big changes to how we are conducting business due to COVID-19.

Brands that stay appreciative, service-oriented and responsive during this holiday season will be better poised to continue fostering

relationships and building new ones with customers.

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 information about Westvyne, visit www.westvyne.com.

Nov/Dec 2020

She is Fun, Fierce and Fabulous

Seeking Resourceful

Maximizers

for a Fun Gig! by Elizabeth Denham Stepping into an existing franchise system to take over as a franchisor might not sound like something that would benefit work-life balance, but for Stacey Kimmins of Fun Bus Franchising Group, it offered her exactly what she was looking for – the ability to apply her vision, the flexibility to own her time and the opportunity to grow something into an amazing business model.

28 The Franchise Woman

“I really wanted something I could take on and have passion for,” Kimmins said. “I observed my nephew on a Fun Bus at his preschool, and he loved it! He wanted to know why I was on ‘his’ fun bus. He took ownership of it! I understood the appeal of it for these kids. So, I bought a franchise system and started a journey.”

Kimmins used a business broker to help her through the process, and once the deal was done, she jumped right in and immediately set about learning all she could about franchising. “I had worked for Avis for a while, and I like the licensing model, but I knew what I didn’t know about

team have introduced 52 professionally developed, uniform lesson plans that are themed and skills-based. They provide a CD Today, they have owners running up to six buses. They have 16 fran- with music performed by a music Kimmins recognized just want a chisees and 23 agreements in place. therapist that also includes two of gem she had in the Fun Bus contheir custom Fun Bus songs. The There are a total of 38 buses on cept and looked for ways to make lessons focus on making muscles, the road. it bigger and better. That included milestones and memories through making some updates to the mindimproving gross motor skills, flexiset and the culture. “Fun Bus is a great model for bility, balance and strength. work-life balance as an owner,” Kimmins noted. “There are low “We wanted to create a mindset Because the business is relationfor growth – an optimistic mindset,” fixed costs, business hours are ships driven, the team worked hard she said. “We looked for resource- generally preschool hours and it’s fun! We teach kids that ful maximizers to join our system. We wanted people who would use being healthy can be fun – that it’s not all resources available to grow and about working out, expand. it’s about enjoying Kimmins wanted to evolve Fun Bus yourself and having into a bigger system, and she need- a good time while ed to ensure everyone understood exercising.” unit-level economics. They pushed owners to have two or more buses Kimmins and her franchising,” she explained. “I hired a consultant, got my CFE certification and got to work.”

and came up with a multi-unit development agreement.

“

Fun Bus is a great model for work-life balance as an owner

Nov/Dec 2020

during the pandemic to maintain and build relationships for when schools reopened. “Schools love us, parents love us,” Kimmins said. “They value what we do, and when the schools are excited, they will promote you to the families. As we have been able to

30 The Franchise Woman

open locations back up after being closed during the pandemic, our clients have continued with us. We are really excited about the future!” To learn more, visit https://www. funbuses.com/franchise

#1 Ranked S.T.E.A.M. Enrichment Franchise Snapology.com/franchise Nov/Dec 2020

Features

Being Thankful

Even in the Midst of a Pandemic by Faizun Kamal 2020. It has been a year like no other any of us has ever experienced. In March, we began living in the biggest crisis of our lifetimes â&#x20AC;&#x201C; the COVID-19 pandemic. In a matter of weeks, our lives lost all semblance of normalcy. Eating out, grocery shopping, taking a walk, meeting with friends and family â&#x20AC;&#x201C; we could no longer do the things that we have always taken for granted. Life, as we knew it, changed in the most fundamental ways. As we head into Thanksgiving and the holiday season, it might seem like there is little to be thankful for. While no one is happy about the effects of the COVID-19 pandemic on everyday life, there are silver linings. If we pay attention and listen, life is always teaching us, and there are lessons to be learned. As an entrepreneur, mom, wife, daughter and friend, here are some of my biggest lessons learned (or relearned) from this unprecedented year.

Savor what you have with who you have.

When we realized that we had a silent killer in our midst, we were reminded of the fragile nature of life. While it is frustrating to be quarantined or feel restricted in the things we can do, we can choose to take the time we have with our families as another opportunity to love more, support greater and be grateful for all that we have. With so many Americans dead from this virus, we are reminded of the fragile and fleeting nature of our lives. Nothing is guaranteed to us beyond this very moment.

32 The Franchise Woman

We may not all be in the same boat but we are all in the same storm.

Whether it is a family member struggling with loneliness or my 7-year-old daughter feeling sad that she cannot play with her classmates at school or a friend battling uncertainty from a layoff, I am reminded every day that the pandemic has created different kinds of struggles for people. While the nuances of our particular situation may be different, the struggle is not.

Change is the only constant. The racial and social upheavals of the summer also served as a stark reminder that we all have different yet similar If there is one constant in life, it is change. Realizing experiences, that the things that bind are always greater that we must always expect the unexpected helps us than those that divide. Understanding that everyone build a muscle that makes us resilient – emotionally, mentalis fighting their very own battle, exacerbated by ly, psychologically. I never thought I would have to be a fullthe pandemic, can go a long way towards time teacher to my daughter, yet that is what I have been since making this unpredictable world a September when her school transitioned to online classes. As a little kinder. business owner, I had a business plan for the year. Barely into the first quarter of 2020, everything got upended and I had to pivot to survive and then thrive.

Building resilience to deal with change is a particularly wonderful lesson for children. When school began in September, my Bringing our best selves to everydaughter was sad because she would not be able to see thing we do. her friends, play during breaks and do group activities. As the weeks have gone on, however, she has settled When the pandemic began, we saw different responses into a daily school routine in front of her laptop, from different people. Some reached out to support others understanding that this is what she has less fortunate than them. Others hoarded resources. We saw to do to stay safe and keep her human nature at its best, and worst. Bringing a casserole for an friends safe. elderly neighbor, donating to make sure kids who can no longer go to school can still eat, sending a care package to a friend who just lost his job. It doesn’t matter what we do, just that we do something for another.

I don’t believe 2020 has been a wasted year. While the pandemic has been disruptive, our reaction to it need not be. Indeed, as life came to a halt, it made me slow down to reflect on how I live my life, doing work with purpose and meaning, and treating others with kindness and grace. A couple of weeks ago, my daughter stopped in the middle of her online class and came over to me, across the dining table and said, “I love how we are spending all day together, Mama!” I didn’t have the words to respond so I just held her tight. Faizun Kamal is a nationally-renowned public speaker and career strategist. As CEO of The Franchise Pros, Faizun coaches people nationwide on making the transition from employee to entrepreneur. She provides guidance to embrace chaos, fear, insecurity and uncertainty as doorways of opportunity to help individuals find their “perfect fit” business based on an assessment of their personal, lifestyle and income goals. She guides clients to move beyond career burnout to build a sustainable career that they love! Email Faizun at faizun@thefranchiseconsultingcompany.com or call 443-604-6276.

Nov/Dec 2020

Social Media

Avoiding the Time Suck

of Social Media Posting Promoting your franchise on social media can increase your customers’ loyalty to your business as well as generate new customers and sales, but finding time to post on multiple social media platforms each day? It’s an impossible task, especially if you want to have any time left over for a work-life balance. The good news is that it is possible to have a post appear on each of your social media platforms each day without it taking an enormous amount of time — if you use a scheduling tool.

34 The Franchise Woman

by Michelle Hummel

What’s a social media scheduling tool? Scheduling tools allow you to program an entire week, month or even a year’s worth of content to one or more of your platforms in advance. Most scheduling tools also track your platforms’ performance as well, and you can add Google Analytics as a platform to best gauge which of your posts resulted in increased website visits.

Reporting ease

How many followers did you gain this month? What types of posts do they like? Which posts caused an increase in sales or traffic? What types of audience are you attract-

“

It’s important to remember that the life of a Facebook, LinkedIn and Instagram post is about four to eight hours...

ing, and does it make sense for your franchise? Analytics are key in social media, and scheduling tools can give you these answers in a few clicks. The best scheduling tools

Save time and rerun high-performing content A non-timely post performed well? With a scheduling tool, simply hit the republish button and schedule the post for a different day and time in the future with just a few clicks. This helps you get the most bang for the time it took you to create that amazing video, blog or graphic.

Syndicated content

Another great benefit some scheduling tools include is the ability to use syndicated content, which is content made public by lifestyle and topical magazines, news organizations, bloggers and others. This is a great way to be able to post content daily (except to Instagram) without having to create the content yourself. Syndicating content shows your audience that you’re not trying to sell them on your product every day and that you care about the topics they care about.

will also give you a choice of the type of reports you’re interested in and will auto-run these reports and email them to you when you need them.

It’s important to remember that the life of a Facebook, LinkedIn and Instagram post is about four to eight hours, and between 30 minutes to two hours for Twitter. This means that unless your audience is looking solely at your feed, they might have missed your post. If they are looking at just your

feed, they probably won’t scroll through enough content to see what you posted weeks or months ago, so it’s perfectly fine to re-post your high-performing posts as long as you’re posting fresh content most days.

For example, if your franchise promotes a healthy lifestyle, you could set up a syndication feed of healthy recipes, exercise tips and health news. If your franchise is B2B targeting entrepreneurs, choose a feed from Forbes, Entrepreneur and other magazines to help them grow in their field.

and even customize the posts you like, discarding the ones you don’t. Worried your audience will click and go to their website, forgetting about yours? Add a linkframe that appears at the top and bottom of the website they’re visiting that reminds them who told them about this great article, as well as a button that allows them to get to your site quickly. You can even customize the linkframe with a strong call-to-action that entices them back to your site with a great offer.

One article from the feed can be set to run at a certain date and time automatically, or you could have the feed run into the scheduling tool and you select

Nov/Dec 2020

Engagement

Another great benefit to most scheduling tools is the dashboard that tracks all comments on each

Cost of scheduling tools Popular scheduling tools can cost thousands of dollars each month depending on your needs. Each tool charges by the number of social media profiles that need to be connected, as well as the number of users who need access to the

platform. Instead of having to open each of your platforms individually to check notifications, then find the

comment to respond, simply log into your scheduling tool and reply to comments within the tool.

tool. At Web Strategy Plus, we’ve used most every tool on the market for our clients. Some worked better than others as far as cost and reliability go, but in the end, we decided to invest in SEND Social Media (sendsocialmedia.com). It

schedules to all platforms and has robust reporting, syndication and engagement capabilities. Check it out online and contact me for an amazing offer just for readers of The Franchise Woman magazine.

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 provides training to help individuals acquire Social Media Management Certification through Web Media University. Contact Michelle at michelle@webstrategyplus.com.

36 The Franchise Woman

I Am Woman by Michelle Hummel I AM spontaneous, the first to tell you my bags are packed when someone mentions a last minute trip. I AM an empath. I can truly put myself in othersâ&#x20AC;&#x2122; shoes to better understand and connect with them on deeper levels. I AM a conscious manifester. I choose my destiny through positive thinking and the laws of attraction. I make empowered decisions to live life boldly expecting the best possible results. I AM a yogi. A teacher of yoga, meditation, sound healing, reiki and mindfulness. I strive to make the world a better place! I AM balanced. Able to tap into my powerful masculine energy to reach business goals while also channeling my nurturing feminine energy to teach others how to find peace. I AM an ambitious serial entrepreneur. I love taking ideas and turning them into successful businesses for myself and my Clients. I AM a passionate teacher. I enjoy sharing my business knowledge to help others succeed. I AM a lightworker. Always striving to bring happiness, joy and laughter wherever I go while making someoneâ&#x20AC;&#x2122;s day with a kind word. I AM a supporter. The shoulder to cry on when you need to remember the amazing person you are and that you can handle anything. I AM an inspirer. Showing others their true potential and pushing them to excel to the highest possible levels. I AM a peace seeker. I look for ways to bring more peace into my life and others. I AM a dreamer, I can easily envision my ideal future and therefore easily manifest it. I AM an animal lover. Iâ&#x20AC;&#x2122;ve been called an animal magnet as they are always naturally drawn to me. I AM a creative spirit. Painting, sculpting, playing the flute and piano bring joy to my life. I AM thankful, for everything I have in my life. I AM Woman.

Nov/Dec 2020

Features

Networking for a

Better

Franchise System by Mary Ann O’Connell, CFE Running is not fun. Let’s just get it out there: it is not a fun way to exercise. Running with a friend is a little better. Running together and meeting an old friend who you learn you can help is great!

38 The Franchise Woman

Yesterday morning I was out on a trail running with a friend when we came upon a mutual friend who was recently laid off from her position. She was rocked emotionally and not sure where to turn or what to do next. She also had lost all her personal information that had been stored on her office computer (that’s a subject for another blog) and so her networking abilities were very limited.

Fast forward. I got her new email address, put her in touch with our shared network and by this morning, she was already talking to someone about an opportunity. The power of networking is manifested. We all share some great networking stories and have built several networks for ourselves. In fact, if

you are reading this, we share at least one electronic social network, but what about your franchisees? They tend to feel alone in their market, which they are certain no one else understands. How can you use the power of networking to build a better franchise system with little or no added cost? My franchise career started with a brand new system – we were the first franchise, and we were more than an hour from the franchisor. This was a sales-based system, so there was no flow of customers into our location; we went out

in the field making cold calls. My partner and I were an island. We often felt as if we operated in a vacuum.

But your franchisees don’t have this readily available. They would benefit from networking and can grow your system faster.

When I went to work for franchise companies there was suddenly a daily community of co-workers. Conversations. Friendships. Lunch dates. The energy of the office could buoy me through tough days and when I needed advice, it was just down the hall. In addition, we were International Franchise Association members and that gave me access to Franchise Business Network and Women’s Franchise Network meetings – networking events.

Networks make people feel like they belong. They are not alone in their territory. Franchisees often feel isolated in their markets as they go through the daily struggles of making a business work. There is no immediate mentor or a friend sharing the same experiences with whom to share ideas and get encouragement. So, create that for them and teach them how to use it.

Here are four easy ways to facilitate a support network for your franchisees:

Create peer groups These can take many forms, but the easiest one to start is based on commonalities. Look at the information you gather during the qualification process. Link people who have common interests, the same college degrees or majors or shared business or personal backgrounds. Is there a minority group with a shared experience in your system – perhaps women? Create a women’s franchise group. This can start a personal dialogue to build rapport and trust, and it can grow into a trusted business network. Peer groups can also be comprised of franchisees that are linked by common performance metrics such as age of business, gross sales, numbers of units owned and customer counts, etc. By linking franchisees that perform at the same level, they can support each other and have a common set of challenges so their solutions will be relevant.

Use your franchise management system to create discussion forums

These are electronic forums where the franchisees can post their questions or comments about the business climate and challenges they are facing and their success so they can be appreciated and praised. Many franchisors are reluctant to do that because they are afraid that it will breed “gripe sessions.” The best way to avoid that is to be on top of things and give the franchisees the tools to succeed. One of your best tools is other franchisees.

Nov/Dec 2020

“3

Networking can extend beyond franchisees and include related businesses.

Build resource lists

Networking can extend beyond franchisees and include related businesses. The system’s approved suppliers and industry organizations are resources. Build a list, create another forum on your support site so these companies can also contribute and give your franchisees another outlet for information, support and advice. As the franchisor you do not have to be “It” and control everything: do what’s right and the right things happen.

Empower your franchisees to create their own networks

Make networking a part of your training and franchisee marketing plans. Building a network of potential clients and referral sources is a key success component in any business plan. Encourage them to join their local Chamber(s) of Commerce and networking groups such as BNI. They should look for local peer groups such as women’s business associations, young entrepreneurs and others.

Whichever course you take, networking builds businesses: It makes your franchisees’ role easier, they have a sense of belonging and they get the information and resources they need. So, running a business alone is not fun. Running a business with support is better. Running a business with the help of friends and peers is great! Get running.

Mary Ann O’Connell, CFE is the founder of FranWise® a franchise-counseling firm that helps franchise systems grow through processes, compliance, manuals and training. Her franchise career stretches more than 40 years as a multi-unit franchisee, franchise executive and consultant. O’Connell works with major brands, new concepts and top professionals in the franchising sector. She serves on several IFA committees, is a past member of the IFA Board of Directors, former Chairman of the Supplier Forum Advisory Board, Women’s Franchise Committee and Membership Committee; is the recipient of the Crystal Compass Award and frequently contributes to IFA with articles and presentations. She is an advocate for the poor and underserved in her community, working as a volunteer for Share Ourselves, Habitat for Humanity and Big Sisters. For more information, visit: https://franwise.net/

40 The Franchise Woman

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1-844-EZ-COLOR 1-844-392-6567 www.AmericasColorConsultants.com Nov/Dec 2020

Customer Service

8 Sinful

Customer Service

Actions

Sometimes the best advice comes from listening. So, this month, I am sharing “sins” I have gathered along my journey as a public speaker. These “sins” are from our audiences who shared their views with me at conferences across the country. They love to vent. And they love to let me know what bugs them, what frustrates them, how they want to be treated as a customer. Listen up! Your customers are talking to you. And customer service training can help you.

by Nancy Friedman, Founder Telephone Doctor Customer Service Training In no particular order, these sins touch all six touchpoints of communication – email, voicemail, snail mail, phone, fax and face-to-face (yes, text/chat too).

Sin #1 – Not smiling

Our Motto: “A phony smile is better than a real frown” would have helped the gal who was trying to help me one day. What a “poopy” face she had. I refused to let it get me down or let her infect me at all. I smiled all the way through our conversation. Am pretty sure it aggravated her. As my husband says, “Just be glad her head isn’t on your body.” (I was.)

42 The Franchise Woman

Sin #2 – Coworkers talking to each other; ignoring the customer Stop talking to ‘each other’ when a customer walks into the store. Immediately. Talk with the customer! Wave to them. Smile at them. And if you’re talking with another customer, they’ll see how nicely you acknowledge all the others. Acknowledge them!

Sin #3 – Not caring

“

Your customer can tell immediately if you care or not.

Your customer can tell immediately if you care or not. The immediate interaction retailers and all businesses make with the customer needs to be a caring one. Your facial expressions, your tone of voice, your listening skills. They can tell if you judge them as an annoyance or not. It’s usually written all over your face. It’s the old saying: “The customer doesn’t care how much you know until they know how much you care.”

Sin #4 – A poor attitude

There are dozens, ok, hundreds, of articles on how important ATTITUDES are in connecting with customers. Almost everyone in customer service has written one. But it’s not something you can easily, if at all, teach. The difference between attitude and mood? Attitudes are permanent. Moods are temporary. Find staff with permanent good attitudes and you’ll have fewer bad moods because those of us with a great attitude don’t like to wallow in the bad mood department. It’s not rocket science. It’s not brain surgery. It’s plain old common sense.

Sin #5 – Rushing the customer Everyone is busy. Places to go to. Appointments to make. Things to do. Yada, yada. The answer to that? We should be so thankful we’re busy. But being busy does not give you carte blanche to rush folks or be rude. An easy, fresh smile to the person who’s waiting goes a very long way. Count on that.

Sin #6 – Not listening Listening is the number one skill/trait our customers want from us. Time after time that trumps the list of ‘what do I want from the company rep?’ Listen to us, to our questions. Listen to our requests.

Sin #7 – Pointing – not talking them

There are a handful of stores that when you ask them where something is, will hand-deliver you to the spot. There needs to be more stores like that. Nuf said. Pointing doesn’t do anything.

Nov/Dec 2020

Sin #8 – Pushing customers off to the WEBSITE because you’re busy or you don’t want to help Customers are smart. If they want your website, they can find it all by themselves. Pushing them off to the website because you’re too busy to talk or don’t feel like helping is a major sin. It’s like asking someone to leave your house.

Be more responsive. Interact with the customer. Don’t push them to the website at the first chance. Chances are they’ll find a competitor’s site first and never see yours. Bingo – a lost sale. If you have to get them to your site, consid-

er going with them and helping them along.

Yes, there are more sins; but, this will get you going.

Nancy Friedman, Founder and Chairman of Telephone Doctor Customer Service Training, is a popular keynote customer service speaker at franchise, corporate meetings, and conferences around the country. Visit: www.nancyfriedman.com; email or call her: nancy@telephonedoctor.com, 314-291-1012, in St. Louis, MO, central time. Now offering and specializing in VIRTUAL ZOOM programs and her fun WEBINARS.

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Looking Forward Coming in November: the “Team Effort” Issue Reserve your space today.

Reach out at info@thefranchisewoman.com Nov/Dec 2020

Business Trends

Life Doesn’t Begin

After Retirement How YOU can live a balanced life NOW while working

Are you living the life you want? Or are you living to work - working harder not smarter? Are you waiting to “begin living” after retirement? You’re not alone. I finally had enough and took ownership of my income, lifestyle, wealth and equity (ILWE) by becoming self-sufficient through franchise ownership, and it was the best thing I ever did. Rewind: I was working 40+ hours with tons of travel. Factor in the traffic and aggravation of the commute, and misery overflowed. Once I got home, I’d have to take care of the home/kids responsibilities while checking emails for the office. There was also travel for weeks at a time which included weekends and missing out on my son’s school and sports events and sometimes holidays and birthdays. Weekends meant getting the cleaning done and running errands for dry cleaning, groceries, etc. I also had to schedule hair appointments around work, since I was tied to the desk/office

46 The Franchise Woman

by Susan Scotts

from 8-5. And when they said one hour for lunch, they meant it. No fun lunches with friends for me! All this only to have a cap on my salary. Sound familiar? One year after I had reached my goals for a big commission check, they decided to reduce my pay structure. That was the final straw for me. Through that experience, I learned I desired three things: control, flexibility and the ability to create wealth for my future. I realized that by working for someone else, I would never have those things. I was Senior Vice President of Sales and Marketing, but I’d never be in control since I didn’t own the company. I had zero flexibility, and with a compensation schedule they could change any time, the wealth part wasn’t looking so good either. I took ownership of my future and bought a franchise. I didn’t know everything about owning a business

“

It’s never too late to start living the life YOU want

advantages that allow the business to pay for things I was paying for myself before, like a cell phone or internet. I’ve treated myself to beautiful things that I never dreamed I could have. However, that’s not the best part!

and wanted help with a business plan, marketing, technology and training and support. By investing in a franchise, I got the tools and the support I was looking for. I was in business for myself, but not by myself. The relationships and camaraderie with new friends and talented individuals have been an amazing addition to my life as well! Owning a business gave me confidence in myself and for my future. It was the vehicle for me to buy a fantastic home in a beautiful country club community overlooking three holes of a stunning golf course with no other homes in sight, so my view reminds me of the French countryside. I have tax

For me, the best part is the worklife balance. Fast forward to today. I don’t set an alarm. I take care of my family, puppy, home–and myself! I exercise every morning as I thank God for my many blessings! I start and stop my day when I want to. I have time to mentor veterans to give back to make the world a better place. I end my day around 4 p.m., so I have time to prepare dinner, play frisbee with the puppy, sit by the pool or just unwind and enjoy my day. I play in a competitive women’s tennis league and enjoy practices and competitive play each week. I take days off when I want to. I don’t work nights and weekends. I don’t have to ask for my birthday or holidays off. I can work from anywhere, so I can travel to see my son who lives in another state. I generally don’t schedule clients in on Friday afternoons and sometimes take that time to shop or go for a hair appointment. Boy, I’m sure glad I have such a great boss! Yesterday I played tennis with one of my friends whose 56-year-old

brother recently died of a massive heart attack. By all accounts, he was a handsome and healthy guy with no health issues. She said to me, “Life is short. Enjoy every minute. If you want to do something, do it, we aren’t guaranteed tomorrow.” As I reflected, I realized I was already living the life I wanted. I’m enjoying the journey while doing meaningful work without any cap on my income! It’s never too late to start living the life YOU want. I think I was 42 when I invested in my franchise business. In retrospect, I wish I had done it earlier in my life, but truthfully, it took time to build up the courage to be my own boss. But I DID it! Colonel Sanders was 65 before he started Kentucky Fried Chicken, so I guarantee you, it’s not too late! While the best time to plant a tree was 20 years ago, the next best time is today. You can CHOOSE to live the life you want. A call with a Career Ownership Coach can help you clarify your goals and show you the steps to help you become self-sufficient while providing funding options. What’s stopping you from taking the first step to living the life of your dreams? Sometimes the greatest risk is not taking one at all.

Susan Scotts is a multiple award winning career transition coach with The Entrepreneur’s Source® and possesses three decades of experience in helping empower individuals to become entrepreneurs through franchise business ownership. For a complimentary consultation, she can be reached at 561-859-9110 or SScotts@EsourceCoach.com.

Nov/Dec 2020

Legal Tools

Understanding

Franchise Fees and Payments

Before you buy a franchise, it is important to understand what costs will be associated with starting and maintaining it. The franchise disclosure document (FDD) contains information about what fees you must pay

48 The Franchise Woman

to the franchisor and other third-parties. These should be carefully reviewed so you are prepared with the appropriate financing to keep your business going.Â

by Julie Lusthaus

“

Before you buy a franchise, it is important to understand what costs will be associated with starting and maintaining it.

Initial Franchise Fees and Payments The FDD describes the initial fees that are paid to the franchisor prior to opening the franchise for business. At a minimum, Item 5 of the FDD will identify the Initial Franchise Fee. This amount typically encompasses the franchisor’s costs to help you find and develop

Additional payments may be required for inventory, equipment, software technology, training and other fees that you may have to

pay to the franchisor or its affiliates. It should be noted that the fees listed in Item 5 do not represent all the costs of opening your franchise. The FDD will provide more information on the other upfront expenses in Item 7 - Estimated Initial Investment.

advertising of its brand. You are benefitting from the franchisor’s efforts, and you will be allocated an amount to pay often based on your monthly revenue.

the two. It should be noted that if there is a minimum royalty amount, it must be paid regardless of whether your business is deriving any revenue.

Royalties are paid because you are licensing the rights to use the franchisor’s trademarks, logos, services marks and systems of operation. The amount may be based on a percentage of your revenue, a minimum amount or the greater of

If you are considering buying a franchise, you should seek the assistance of experienced counsel who can advise you about these payments.

a location, launch your business, train your staff, provide marketing assistance and other items.

Recurring/Occasional Fees Item 6 of the FDD describes recurring and other occasional fees you may be required to pay to the franchisor or its affiliates or that the franchisor imposes or collects on behalf of third parties while you are operating the franchise. These fees may include marketing fees, royalties, ongoing software fees, late fees, renewal fees, transfer fees, etc. Franchise marketing fees are essentially your share of the franchisor’s

Julie Lusthaus represents franchisors, franchisees and independent business owners. To learn more, visit her website at www.lusthausfranchiselaw.com

Nov/Dec 2020

rch Engines Experts

utation and Credibility

Featured Franchises

SIONALISM

e Licensing Training

iness Training Programs

ning In House

m Approach

ENCY & CONTINUITY

mpassionate Owners

ners Personal Growth

n 1 Business Coaching

al Setting

Wisdom Senior Care®

edulingWisdom SupportSenior Care has created a network

of successful business owners. Through our founder, we have learned a lot about seniors and how to care for them. Training more than 250 senior home care providers has proven that we can help even more franchisees become successful through our core values and mission. By creating a high-quality network of Wisdom Business Owners through our franchise, we aim to build a network of dependable and trustworthy providers. Our core values set the standard for both our services and our franchise system. Giving and sharing are what solidify our organization. For more information, visit www.wisdomseniorcare.com

SENIO

The Original Popcorn House

The Original Popcorn House is popping up in cities across the country. They feature over 60 handcrafted, gourmet popcorn flavors, homemade sweet treats, and deliciously crafted, cinnamon frosted, praline nuts. Every family-owned and operated small business franchise can sell gourmet popcorn through retail locations, wholesale, catering, fundraising, special events, corporate accounts and E-commerce. Franchisees benefit from exclusive training at Original Popcorn House’s headquarters in Delray Beach, Florida. You’ll receive a hands-on “popping” experience, plus operations, marketing and business management support. This is a low-cost and unique franchise opportunity. For more information, visit www.originalpopcornhouse.com.

PROTECTION WI

HOME CARE SERVIC

50 The Franchise Woman

Turn it into a PT/FT business as a Paint Color Consultant! • Low Entry Cost/Quick Start Up • Home-based • Work/Life Balance • Large Territories

1-844-EZ-COLOR 1-844-392-6567 Snapology understands that children are meant to learn through play. Whenwww.AmericasColorConsultants.com children Snapology

are actively engaged in hands-on, interactive learning activities, their creativity flourishes and they show a greater interest in school. If kids are happy, then parents are happy and your business will flourish. There are several elements that make Snapology a great franchise opportunity. First, Snapology programs are fun. They provide the right balance between fun and education to appeal equally to children and their parents. Second, Snapology offers dozens of revenue streams. Imagine the possibilities with the over 60 different program topics and themes to offer for classes, parties, summer camps, and scouting events. Birthday parties alone are a $10 billion industry. Third, large territories are available. Finally, Snapology is a low cost, home-based, mobile business teaching robotics and STEAM principles through classes, camps, parties and other events. For more information visit www.snapology.com/franchise.

Got An Eye For Color?

America’s Color Consultants (ACC) is the nation’s first paint color consulting franchise. Paint color consultants are important - and popular - members of the booming home improvement industry. A trained ACC Consultant helps clients select fresh colors for their spaces through convenient in-home appointments. During this time of “safe at home,” virtual consultations are available. An ACC franchise is an excellent lifestyle business for anyone with an eye for color/design to earn additional household income or start a lifelong career. Qualified candidates can grow their home-based business from P/T to F/T with a proven, successful business model. The entry fee is low and there is ongoing training and personal support by the founders.

For more information visit 1-844-EZ-COLOR (1-844-392-6567) www.americascolorconsultants.com

Nov/Dec 2020

Women on the Move The Franchise Woman would like not only to inspire women to achieve their dreams of successful business ownership, but also to recognize women who are owning it, killing it and making big moves in the industry.

Janice Branam

Jennifer Lind

9Round Franchising, LLC, announced Janice Branam as Vice President of Operations. Branam will play a key role in advancing the support programs and tools for the growing franchise network.

Coldwell Banker Realty announced the appointment of Jennifer Lind as president of Coldwell Banker Realty in Northern California.Â

52 The Franchise Woman

Julie Cary Massage Envy announced Julie Cary as the brand’s Chief Marketing & Innovation Officer.

Lori Yount CareBuilders at Home, a national network of private duty home care agencies providing comprehensive non-medical home care solutions, announced it has appointed Lori Yount as Vice President of Operations.

Shelly Sun Shelly Sun was named in Inc.’s third annual Female Founders 100 list, This list highlights an influential, ambitious and diverse group of 100 women who are building America’s most inspiring businesses.

Nov/Dec 2020

Contact Us Let us help you grow your brand! Find out how we can target your next franchise owner. We strive to create an amazing resource for women in the franchise industry. Please contact us at any time.

206-705-3081 www.TheFranchiseWoman.com info@thefranchisewoman.com

54 The Franchise Woman

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

Nov/Dec 2020

The Franchise Woman November/December Issue

Articles inside

Networking for a Better Frachise System

Being Thankful Even in the Midst of a Pandemic

Seeking Resourceful Maximizers for a Fun Gig!

Announcing the Launch of The Coterie for Women

Lifelong Passion for Pets Fuels Woofie's Co-Owner Amy Reed

Healthy Holiday Habits Start Now

Don’t Let Perfection Get in the Way of Getting it Done

Women on the Move

Featured Franchises

Understanding Franchise Fees and Payments

8 Sinful Customer Service Actions

Life Doesn’t Begin After Retirement

Avoid the Time Suck of Social Media Posting

Seasonal Marketing With an Eye to the New Year

I Am Woman

Letter from the Editors

Welcome to Causes and Community

Work-Life Balance. A Journey by the Rogue Male