Shelly Sun
speaker
1,448 appearances
6 recordings
1 series
first heard Nov 2011
last heard Nov 2015
Shelly Sun’s voice in public audio — every appearance, attributed to the second.
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Appearances
I think critically important to our success because I think there have been a lot of high growth industries and anything having to do with children or seniors, wellness, have been very high growth industries.
And so if you know the business is going to come, then we didn't want to be in a situation of going and hiring people.
And if they don't come from healthcare companies,
having them take six to 12 months to ramp up.
And even if they do come from healthcare, since we were the first brand that had the full continuum of care, including skilled care, it would take them probably three to six months to ramp up.
And so if we were always hiring after we had already sold the franchises, then our new franchisees were getting a subpar experience and that's not what they paid for.
So
I think the reason we didn't just grow fast but grew smart was our ability to invest ahead of the growth but be prudent about not just investing for investment's sake but being able to look at what was the growth trajectory for all of my competitors that had kind of come before me to know how quickly I may grow and then be able to plan the organization ahead of time, allowing three to six months for experienced industry people and six to 12 months for those
positions that I might pull outside the healthcare industry.
Well, I wanted to ensure a consistent quality delivery to our end consumer.
And so investing in technology allowed me to do that in my company-owned store, but certainly set the stage for being able to replicate out a consistent customer experience over time.
But I think what I've seen, which sometimes you're smart and sometimes you're lucky, is I think the biggest benefit that we had that our technology was in place before we ever franchised
In talking to other franchisors, I think many are envious that every transaction that's ever been done by a franchisee is in our database.
And so we're able to help franchisees understand, are you ahead or behind of where you should be this week?
And so being able to have real-time data for our franchisees, I mean, you buy a business as a franchisee to be in business for yourself but not by yourself.
we really bring that to life because our franchisees really are able to know if they're ahead or behind on margin.
Are they ahead or behind on revenue?
Are they ahead or behind on profitability?
By benchmarking them against every other franchisee in our system
similar period of time and being able to help them know what is top quartile, what is second quartile, what is third, and what does fourth look like so they know where they're performing and helping them with an action plan to make improvement.
Showing 1261–1280 of 1,448 · page 64 of 73
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