Q. How could another CEO set
up communications like that?
They would need to look at
the most critical elements of
their business. Then they
would want to structure communications related to that.
If there are strategic marketing initiatives we want to
implement and we want to
communicate that to the
group, you set up structured
conference calls to help you
do that. But first, look at the
critical elements of your business, then set up the communication structure to be able to
get employee input in those
critical areas. If you do that,
then you’ve given a platform
to the staff — or, in our business, the franchisees — to
really open up and share their
communication.
That’s a big pitfall for a CEO,
that they don’t take that communication as an opportunity
to improve the business. The
franchisees are on the front
line. They are out there serving the customer every day.
They have some of the most
important input that affects
how successful this organization is going to be. So we take
it very seriously.
Q. How do you ensure your
communications are structured?
We send out an agenda for
the conference calls so it’s a
very structured call. But you
can also leave communication where there is open dialogue, too.
At the end of the call, we
have open discussion. That’s
where a franchisee can bring
up a new topic, like, ‘Our new
lids are starting to stick
together,’ or, ‘Has anybody
else had a problem with the
new cups breaking?’
The buy-in for them is obvious. It’s an opportunity for
them to give input that is very
strategic in the decision-making process. They know that
they truly can influence our
direction with good input and
good communication through
the different channels.
HOW TO REACH: Rising Roll Franchising Co., (404) 816-9292 or www.risingroll.com
