Mary Ann O'Connell
speaker
1,572 appearances
3 recordings
1 series
first heard Jul 2010
last heard Oct 2014
Mary Ann O'Connell’s voice in public audio — every appearance, attributed to the second.
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Appearances
training reviews, look at satisfaction surveys, get your FAC involved in this.
You don't want them to control the process but they should be getting feedback.
You might want them to read it over and see if they see that something is missing.
or contradictory to the way life is actually being run out there.
I had one with a company I I won't mention.
that franchisees in the central part of the country
had an entirely different idea of what the level of service was supposed to be than the people on the West Coast.
Well the West Coast was newer.
And they had all read the manual.
And the manual had changed.
the existing franchises in the central part of the country that were older
they had an older viewpoint, they don't go back and reread the manual 'cause heck it hadn't been changed.
But it turns out it had been changed in franchise orientation, it had been changed in training.
Nobody knew.
So make sure you you announce the changes and ask people to substitute pages, give 'em a new table of contents.
And life can be pretty simple.
The great
question and a great point.
Because you're right, the those start up ones and even some of the successful larger brands um in today's economy are working with much leaner staff than they had before.
And the operations manual is
Showing 801–820 of 1,572 · page 41 of 79
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