Robert Bilotti talks about franchisee onboarding and training. We will dive deep into “training theory” and then wrap it all up with a step-by-step discussion on how a new franchisor needs to set up a training program for franchisees.
Rob Bilotti Intro
Get to know Rob Bilotti
Topic Segment ? Franchisee Onboarding and Training
Topics discussed in this episode:
The difference between a franchise system and a collection of mom and pops is “Training”
What is the difference between onboarding and training?
When do I need to hire a full-time trainer?
What to train versus how to train
Can a start-up franchisor use the operations manual as the training program at first?
Your first franchisees will be some of the most important validators of the concept, and if you skimp on training up front, it will come back to bite you.
Your most important franchisee is the first one after the former employee, friends, and family franchisees. That is the one that will really be the proof of concept. Be sure that you have a solid training program BEFORE that franchisee starts.
Invest in a learning management system (LMS) early
What is an LMS?
How does training change when you are in growth mode?
How to select an LMS right for your system
Moodle is a free, open source LMS
Look for a user-friendly system (from the administrative perspective) and a nimble system. Learn this by doing lots of demos and talking to other companies that use an LMS. Google is a great resource.
LMS support is probably one of the most important features. Usually, the more you pay, the more support you get.
What are the different modes of training (modality)?
In person Instructor Led
Virtual Instructor Led
Knowledge Sharing (wiki learning)
If you set up a mentoring program to help train new franchisees, be sure to invest in a training program for the mentors so they can be trained in how to train.
There is a difference between lecturing and facilitation when it comes to training.
There is not one modality that is best for everybody. There is not a “one size fits all” when it comes to training.
Survey your franchisees, and do it often, how you are doing with training. Don’t just capture “smile sheets”, rather actionable information. This should happen every 3 to 6 months.
You CAN measure return on investment in training, especially in a franchise system.
Use gust satisfaction surveys to draw training topics.
What are the steps that a start-up franchisor needs to follow to develop a training program?
Document – document – document. What makes your business a success.
What can you expand on from that? Create actionable content from that documentation? This is the ?what?.
Determine how you will take that information and disseminate it to the people who need it. This would be the franchisee and their employees. This is the “how”.
Determine how you will support your franchisees in their training efforts to their employees.
Establish a mechanism for measuring the results of the training.
Allow plenty of time to develop your training program. If you start developing your training program after you have signed your first franchisee then you have waited far too long.
Cordell Riley of Tortal Training talks about Franchisee Training – the positive effects that a well-established training program can have on a franchise system. In this episode we talk about how any franchisor can design and create a franchisee training program that will maximize results to both the franchisees and the entire franchise system.
00:00:52 – Podner Introduction
00:02:38 – Segment 1: Get to know Cordell Riley
00:20:34 – Segment 2: Topic Segment
00:54:04 – Segment 3: Quick Draw
Cordell Riley Show Notes
People learn at different rates based on the modality of the training being delivered.
VAK: Visual – Auditory – Kinesthetic
What does the start-up franchisor need to think about before developing a training system for the franchisees?
Start with a solid foundation (ops manual)
Make sure that training is part of your franchise culture – written into the mission and vision statement
Measure the amount of training that is being delivered
Ensure that training is aligned with business goals
Strive for a blended solution – digital, audiovisual, classroom format
A solid training program will lead to franchisees feeling supported which leads to higher validation scores.
Great training versus good training
What do you want people to do differently after completing training?
Make training fun
Initial Franchisee Training DOs and DON’Ts
Don’t try to cover everything in initial training. Only cover the topics that they need to get up and running. Too much at once will lead to lower retention rates.
Do include those topics that have a high impact and short time to master.
Do use real world training (hands on)
Do utilize “Course of Action” – assignment for franchisee trainees where they have to present how they will use the training that they received. (FREE template available by e-mailing Cordell Riley )
Do use internal Subject Matter Experts – have multiple trainers
Conduct the initial training as close to opening as possible
Avoid an “All lecture” training program
Engage the trainees
Vendors can be useful trainers on certain topics – don’t let it become an infomercial.
Use quizzes throughout to ensure that franchisees are following what is being taught.
E-learning – online
Field support staff
Conferences and conventions
Include those topics that have a lower impact and longer time to master.
Training is not something that happens during the first few weeks of the franchise relationship. Training is a process that should last for the life of the relationship.
E-learning is a delivery method that you will use to keep a constant flow of training to the franchisees
Use prior to initial training to bring new franchisees up to speed before initial training
Use as part of your ongoing training program to promote new products or services, etc.
Short, logical chunks of training – don’t pump all of your training into one session. 10 minutes or less