Tough Talks Book Series

Franchise Employee Morale: Motivating the Generations

McJobs used to be the domain of high school kids looking for extra income to buy gas for their cars. Today’s economy has changed that. Go to any franchise storefront and you will see employees of every generation working behind the counter, greeting you at the door, serving your food, making your next appointment, selling you bird seed, changing your oil, working the cash register, helping you maneuver the latest physical fitness equipment, etc. How do you, as a franchise owner, motivate your employees when they come from different age groups?

Here are some hints for motivating employees who come from the various generations:

Millennials–your youngest employees

  • Appeal to their altruistic tendencies.
  • Share with them the big picture–your mission statement–so they can feel a

Posted by Jean Palmer Heck in Franchises, Motivating people. Leave a Comment

Franchise Tough Talks®: When Customers Overhear Personal Conversations

Difficult conversations are a part of life for franchise owners. As for all businesses, communicating with employees is essential.  When that employee is presenting a face to your customer that isn’t good for your franchise business, it’s imperative that you deal with it immediately.  But do you always know about bad behavior of your employees?

I recently went through a drive-in fast food restaurant after my yoga class one evening. After I placed my order at the franchise, well known for it’s consistent quality around the world, I drove up to the window to pay. Behind the cashier was a small office, with the door open. An adult women, whom I assume was the night time manager, was on the phone. I overheard her conversation, …

Posted by Jean Palmer Heck in Difficult conversations, Franchises, performance management. Leave a Comment

Saying goodbye to Peyton: a very difficult conversation

Did you catch last Wednesday’s announcement that Peyton Manning’s contract with the Indianapolis Colts was not renewed? What a heart breaker of a difficult conversation. But what a great lesson on how to deliver bad news.

Colts owner Jim Irsay and fellow Colts executives had made the very difficult decision to let Peyton go and become a free agent. Peyton Manning wasn’t surprised. He knew that his health was still an unknown, his desire to play professional football was still strong, and his wonderful team was being dismantled to be rebuilt from the ground up…without him. He knew it was in the best interests of all parties for him to move on.

Both men appeared at the news conference together at the podium. They spoke …

Posted by Jean Palmer Heck in Difficult conversations, Franchises, Sports. Leave a Comment