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
And if your competition is turning around and showing that you have a great franchise support system, you've got manuals, you've got online, you've got e learning, you have all these other things
And now you're coming to someone who hasn't even bothered to put the basic building block together, which is the documentation of the system.
you are not going to be able to sustain your franchise sales.
So it's to me not having a manual is the is that thread you pull at the bottom of the sweater
It starts to unravel the whole thing.
Well, it's a g i there are no guarantees, but it's a great
start.
Um
If you've watched, you know, I read your blogs, I don't know, th I've been blogging for a while.
I've been doing a uh it's going to be a twelve week series on the the basic pieces
um and some rules, let's say, for writing good manuals.
And one of them that was this week is be specific.
Tell people exactly what you want them to do.
That's going to protect your brand in the long run.
You can't get a franchise if if I say give great customer service
Not necessarily vague
an open ended instruction.
If I say you'll greet that customer with a smile in this script within fifteen seconds of them walking in the door, you will make eye contact, you will offer this, we'll have an unconditional guarantee.
We will accept our
Um, you will accept expired coupons, you will exp uh accept your competitors' coupons, whatever it's going to be.
Showing 901–920 of 1,572 · page 46 of 79
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