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    LOCATING THE BEST VENDORS FOR YOUR FRANCHISE

    Contact us for information on how we can set up all of your franchises with our products and get special pricing and customer service that can't be beat.

    Partnering franchisees with the right vendor is a winning proposition for everyone.
    By Danny Goldberg (original article - https://www.franchise.org/locating-the-best-vendors-for-your-franchise)

    The association between a franchise company and its franchisees is often compared to a family relationship. The franchisee looks to the franchise system for all the training, knowledge and support it can possibly give.

    New franchisees need a community of laborers and experts of sorts, to help them expand. In the business world, this community represents the vendors that supply the ancillary products and services that help make a company run smoothly. 

    The Little Things
    New franchisee owners need and want more than just a star product or fancy commercial. In many instances, most of a franchisee’s needs translate to all the little details that keep business owners from becoming overwhelmed. This is especially true with franchisees’ largest need and expense: their employees.

    Some franchise companies tend to overlook the details that are required to build an effective staff for their franchisees. Their primary focus is on opening the store and helping to sell products or services. Consequently, the employee headaches some new franchisees face may be hidden from view. Is the franchisee complying with labor regulations? Are illegal aliens being hired? What’s happening with the employee payroll?

    In this case, offering pre-screened vendors that remove some of the responsibilities and burdens associated with payroll, human resources and benefits can help franchisees to focus more on enlarging their businesses. This step will help to minimize the frustration these new owners feel when they become overwhelmed by new responsibilities and ensure that the brand’s logo doesn’t disappear from their neighborhood.

    As an added benefit to the corporate office, this step also provides a business model that’s easier to implement and manage since nearly all of the franchisees are using the same vendors.

    Big Vendor versus Local Vendor
    Most vendor options will either fit into a big, national vendor or a local vendor category. The big vendors are the companies with expansive buildings and manicured lawns. If one visits them, he may not even get a hint from where their products or services come. In many cases, the representative who calls on the client is a clean-cut kid fresh out of college. These are the representatives who wine and dine prospective customers and offer them everything they could possibly need for their new business. Potential customers are dazzled and stunned by their pitch. One quickly signs on the dotted line and one of two things happens: Everything comes true or the vendor-representative is never seen again. The people from the corporate office who have courted the client suddenly seem to disappear. When an issue comes up, someone calls the office and the problem goes up the corporate ladder. One quickly realizes it’s a very tall ladder on which no one seems able to make a decision on how to help.

    The local vendor might be a regional company with offices in the same building from which it delivers services or manufactures the products. In most cases, the representative who comes to clients seems more experienced, sincere and personable. Often, it’s a vice president or even a company owner.

    Yes, there are big vendors out there who are able to overcome the inherent problems that prevent them from giving good customer service. More and more local vendors, however, are proving their worth to businesses and customers by focusing hard on their client relationships and client services. The trick for franchise companies is to choose the local vendor wisely before committing to any agreement.

    How to Choose the Right Vendor
    There are many factors that come into play when choosing the right vendors. Ask questions that will indicate how the relationship with them will be affected by how they conduct business.

    Over-communication. Does this vendor seem the kind of person who will “over-communicate” with you? While over-communicating seems like it might be tedious, in a client-vendor relationship, it keeps any potential issues at bay.

    A good vendor should not only follow up to ensure the success of the program, following up should also be a weekly routine. Vendors who make it a habit to contact the corporate office and chat about what’s working and what’s not, can catch issues that may fall between the cracks. The more proactive calls that are received, the less reactive calls a system is likely to get from unhappy franchisees.

    Monthly Reports: Does the vendor offer monthly reports that indicate how the business process is going? Monthly reports should show what’s selling and what is not. It’s also the perfect place to document any questions, comments or concerns affecting the business. For example, if the vendor is managing payroll, are there any indications in the data that can help streamline the business? 

    Discount Pricing: What kind of price breaks is the vendor offering based on the volume the franchise system will be giving them? Does the franchise company have to ask for the break or is the vendor bringing the company an offer? Is the vendor open to renegotiating this break if business is booming or does it seem like it’s just interested in short-term profits?

    Meeting Attendance: Will this vendor be willing to participate as a speaker at regional meetings or corporate outings? Does it show interest in attending national conventions and advertising at them? Does the contact person seem interested in getting to know the franchise system’s personnel better by attending corporate social functions? Is this vendor willing to sit in on district manager meetings so it can offer solutions to issues affecting the program?

    Non-exclusivity: A lot of vendors want exclusive agreements in exchange for their discounts. Insist on a non-exclusive agreement. If the vendor refuses, avoid it and look for another vendor. If such a vendor’s facility burns to the ground overnight and it has no way to provide its product or service the following day, its 30 percent discount is not going to help the company’s business.

    Support—Don’t Suppress
    Some franchise companies insist that franchisees must use pre-selected vendors. Contractually, the franchisee has no choice. New owners rarely consider how this will affect the way their business is managed. When the franchisee hires his brother-in-law to do the payroll instead of the vendor specified in the agreement, problems may arise between the new business and the corporate office.

    Franchisees who come to realize the constraints they’re under with such an agreement might view the franchisor negatively. Not surprisingly, their relationships with corporate quickly sour as many of these owners look to bail out a year or so down the road.

    Franchise systems that provide franchisees the freedom to not use their pre-approved vendors fare far better in their relationships with them. In this scenario, franchise organizations offer franchisees a list of approved vendors that have already demonstrated their value to the program. In essence, these franchise companies are telling the new franchisee that the corporate office has done its due diligence to find the best vendors possible.

    When a new franchisee is hiring staff, is the owner thinking about how his brother-in-law’s personnel company will conduct drug testing and background checks or how it will handle unemployment compensation management and COBRA issues? Will the brother-in-law be able to advise him about the efficiency of direct deposit payments or what the latest options are available for health, vision and dental insurance?

    Should a business owner choose a vendor that’s not on the franchisor system’s preferred vendor list, he may encounter issues that the corporate office won’t be able to help him with. In this scenario, the burden of responsibility shifts to the franchisee when he chooses to work outside of the system. The new business may fare better—or it may not. If the franchisee fares worse, the choice was his and his alone. Ultimately, the owner is left frustrated and unhappy.

    Closing Your Agreement
    Once a franchise system has found the perfect vendor, it should practice due diligence and first check out the company. Is this really how this vendor works or is this just an empty pitch from a sales representative? Ask for a few references and follow through on thoroughly checking things out. Just don’t ask if the reference was satisfied with the vendor. Probe and ask the reference to explain “why.” What is it that made this vendor so much better than the rest? For example, is this company truly equipped to do business in all 50 states?

    Next, get what was discussed and agreed upon in writing. Avoid the boilerplate type of preferred vendor agreement that many law offices have ready in their back pocket. Create an agreement that truly states what is expected of the vendor and also how it will be done.

    Building Value for Franchisees
    When franchisees are first setting up shop, they’re clambering for a lot. They need help. They’re suddenly hit with quickly putting together all the pieces of the puzzle from A to Z. Most importantly, they need people—vendors with expertise in specific areas that can do each job correctly. If the franchisee discovers that corporate is only offering A, B and C, the new owner may panic, become frustrated, and may ultimately fail.

    Getting the franchisee set up right is a winning proposition for everyone. The franchise firm avoids conflicts, minimizes failures and enhances the franchise’s reputation for value.

    Franchise systems can’t do everything for the new franchisee. But if they can design a more comprehensive program that will remove some of the burden and stress new owners’ experience, the franchise will become the better choice for entrepreneurs looking for that next new money-maker.

    Danny Goldberg is the president of EEnucleus, LLC, which is located in Scottsdale, Ariz. He can be contacted at dgoldberg@eenucleus.com or at 866-504-3434 ext 118. 

    Source: 

    franchise.org

    Your Customer Service DNA

    Keep checking back at PagerGenius.com for customer service blogs and other tidbits about keeping your business moving forward with technology. 

    Your Customer Service DNA (www.hyken.com)

    Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at?

    Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.” I took a different approach to the question. It wasn’t just about being an entrepreneur. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” I didn’t know it then but looking back I can see that it was what defined me. That was my “Customer Service DNA.”

    The same could be said for any profession. The president of a major bank looks back and says, “That’s when I knew I was good at numbers and wanted to work in finance.” Or, the artist at some point realized, “That’s when I fell in love with painting.” It could be a career or a hobby. It’s what you’re passionate about. With enough thinking, many people can look back and realize there was a point in their life that defined who they are today. That leads me up to my defining moment, and I refer to it as the Snow Plow Moment.

    I was just sixteen years old. I had spent $900 on an old Jeep with a snowplow. The snow plow was worth about $700, so the jeep was worth only $200. It was a “hunk of junk.” My goal was to make money in the winter plowing driveways. Before the first snowfall, I had secured 15 customers in the area. The first snowstorm came that winter and all worked perfectly. Same with the second snowstorm. It was that third snowstorm that was the defining moment.

    It was 4:00 am and I was getting ready to plow the driveways, and my car wouldn’t start. Nothing I did was going to get that engine to turn over. I was upset. Not because the car wouldn’t start, but because I promised these people that I would plow their driveways. They were going to wake up and not be able to get their cars to the street.

    A friend of mine had a brand-new Chevy Blazer with a plow. He plowed parking lots and athletic fields for schools. Maybe he could help me. So, at just a few minutes past 4:00 am I called him. His mom answered the phone. I explained the problem and she woke her son. I told him how much I charged for each driveway and that I would be happy to give him all the money if he would pick me up and help me take care of my customers. He did, and my customers never knew there was a problem.

    At the young age of 16, I knew that all I wanted to do was take care of my customers. The money didn’t matter at that point. They depended on me, and that’s all that mattered. It would have been easy to call them and tell them my car wouldn’t start, but that was not me. As I look back at my youth, I can see how certain “moments” defined me. That was the Snow Plow Moment, and today that is how I treat each and every client. I’ll do what I have to do to take care of them. That’s my customer service DNA.

    So, what’s your version of a Snow Plow Moment? Looking back, what moment helped define who you are today? Once you recognize it, it will give you a renewed sense of purpose. It’s who you are and why you do what you do.

    Original article - https://hyken.com/customer-care/your-customer-service-dna/

    Don’t Lag Behind: Emerging Hotel Technology Trends for Hospitality Industry

    Don’t Lag Behind: Emerging Hotel Technology Trends for Hospitality Industry

    By Berta Melder, Brand Manager & Co-Founder at Masterra.com

    Not so long ago, all the hotels had the same checking procedures, the same TV channels, and delivered the same experience in general. However, it couldn't last forever and the age of digital technologies introduced new standards of service. People are looking for customization and automated solutions. One-third of all hotel guests in the world are millennials, and experts predict that they will make up over 50% of clients in two years. They want to make reservations from their smartphones, they are looking for a stable network and convenient minimalistic design. The hospitality industry as we know it is going to change forever, and if you want your business to withstand these changes, you need to catch up with the latest trends.

    What the Leaders of the Industry Say

    It's impossible to ignore the latest hi-tech solutions when you want to please your customers. For example, AI technologies conquer more and more industries every day. We still cannot relax and drink cocktails while AI is searching for a hotel and making reservations, but artificial intelligence is a new technology which has proven to be promising. Hotels that don't want to lag behind have already started using it.

    SIMILAR STORIES

    A great example is Hilton Worldwide. This company introduced an AI-driven concierge in 2016. They called this robot Connie. It's based on a powerful IBM computer Watson. Connie can help visitors in many ways, describing features of the hotel, making dinner recommendations, and suggesting attractions. It greets guests, answers questions, and constantly learns. The more it interacts with the customers, the smarter it becomes, and the more useful its suggestions.

    Jonathan Wilson, vice president of Hilton Worldwide says that their team is "focused on reimagining the entire travel experience to make it smarter, easier and more enjoyable for guests." Rob High from IBM notes: "This project with Hilton and WayBlazer represents an important shift in human-machine interaction, enabled by the embodiment of Watson's cognitive computing. Watson helps Connie understand and respond naturally to the needs and interests of Hilton's guests — which is an experience that's particularly powerful in a hospitality setting, where it can lead to deeper guest engagement." If now you can talk to the AI concierge, what else should we expect from the hospitality industry in the nearest future?

    Top-5 Emerging Hotel Technology Trends

    1. Smart Guest Rooms - Smart homes are nothing new, and the majority of millennials are looking for the same experience when choosing a hotel. In the nearest future, everyone will be able to book a specific room of a certain size, with a certain type of the floor, certain lighting, etc. Guests will control air-conditioning and lights with a few taps on the screen. Obviously, hotels also need to re-think design, including accessible plugs in every part of the room so that their guests could easily charge all their devices.
    2. More Data - Technologies of data collection offer countless opportunities for hotels that want to improve their guest experience. Almost 50% of resorts and hotels are now looking for new ways of collecting data from their guests. This task involves analyzing guest reviews, search engines, and a hotel's cloud-based services. If you don't know where to start, we suggest recording such information as the most popular requests, the most commonly ordered drinks, and methods of booking.
    3. Energy Conservation - Energy is one of the largest costs, so the majority of big companies is focused on effective energy management. Intelligent technologies allow hotels to monitor energy consumption and improve energy performance. Hilton has already started gathering data from over 4,500 hotels, and Interel went even further, monitoring water consumption. Their guests can control water temperature and flow by using special smart panels that also include an eco mode.
    4. Virtual Reality and Augmented Reality - VR technologies allow guests to navigate through a hotel before they decide whether or not they're going to stay there. It's also an opportunity for a hotel to tell an engaging story and make the best presentation possible. The Hub Hotel from Premier Inn also found a great way to use the technology of augmented reality by placing special maps in guest rooms. Their guests can point a smartphone to the map and see interesting local places.
    5. Mobile Technologies - Mobile devices have changed the way guests interact with hotels, and the latter need to interact with the guests the same way. Nobody wants to wait. Immediate mobile bookings, check-ins, and even mobile keys are the latest trends that gain popularity at a frantic pace. Mobile check-ins help hotels eliminate lines, and mobile keys increase security, as hotels get more information on guests who are using them.

    Today's hotels are focusing on customization, local experiences, and inspiration. Modern travelers put these factors above all, and the hospitality industry changes to meet their expectations. New technical solutions not only allow hotels to attract more guests but also create a completely new, memorable and genuine experience.

    Original Article - https://www.hospitalitynet.org/opinion/4089375.html

    How to Rent Pager Genius Equipment

    Pager Genius offers a special rental program for those looking to utilize a paging solution for one time events. To begin the rental process or ask how we can accommodate your event, call 800.289.3823 and ask for an account executive.

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