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
and how you two will work together.
Much easier to do that than someone who doesn't have that relationship already with the franchisees and they feel like the rug's been kind of pulled out from under them that someone new is coming out that they're interfacing with and they no longer really have the immediate access to me anymore.
And so I think it served very well to try to develop particularly key roles that are very franchisee-facing.
to develop those from within where the franchisees already have their respect, so they're going to listen to them.
Because if you think about the role of a franchisor is to coach a franchisee to reach their highest potential, you could only coach if you have mutual respect, and that takes time to acquire.
And so if it's something that someone in a marketing position has an ability to potentially become a field support rep to support my franchisees, but the franchisees already love them in marketing,
I will consider grooming them and promoting them to a field support position because the hardest thing to develop is that mutual respect and that relationship to be able to give coaching advice.
I can teach them the skills of how do you use this action plan and how do you look at this report and see how the franchisee is doing, but that basic level of mutual respect that makes any conversation possible because the franchisee knows that it's coming from a good place
that's something that's harder to bring from outside the organization in.
I think it's critical, but I think that depending on the budget and depending on how
successful their company-owned location is and whether they're using technology in their company-owned location before they franchise.
I think, you know, looking at the alternatives of, you know, is there a system to buy, which is, and you're only paying a certain amount per month versus, you know, hundreds of thousands if not millions of dollars up front to build a technology location.
from scratch.
And so I think technology is important.
I think understanding the best technology for what a franchisor does and then having every franchisee mandated on the same platform so you can get the information back out with which to make great decisions is an important decision up front for a franchisor.
That doesn't mean they have to be the one to spend millions of dollars to create their own like we did.
We only built our own because we couldn't find technology
that accommodated the full continuum of care and staffing.
We could find home care solutions or we could find staffing solutions.
We couldn't find a system that did both.
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