We asked some of our 2022 MVP Award winners, “How do you hire and fire, train and retain?” Here are their answers. (Note: Brands and numbers of units current as of the Q3 issue of Multi-Unit Franchisee magazine.)
Baryalay Razi—2022 American Dream MVP
Title: Owner
Company: MSR Restaurants
Units: 5 Bojangles, 3 Aloha Poke and a deal for 10 more
Age: 58
Years in franchising: 5
We use Snagajob and Indeed to hire. Every employee is given a copy of the employee handbook and is required to read and sign it before employment begins. Disciplinary actions are taken based on handbook violations. Our employees use training software (LearnUpon) to earn certifications on each station. Employees can cross-train, revisit previous modules, and learn new procedures. We have employee incentive programs that include performance-based bonuses, holiday gift cards, vacation for full-time and part-time employees, sick pay, birthday pay, and health insurance. We also offer professional development opportunities within our organization.
David Blackburn—2022 Single-Brand Leadership MVP
Title: CEO
Company: Southern Rock Restaurants
Units: 97 McAlister’s Deli
Age: 58
Years in franchising: 25
We use several hiring sites, like Indeed and Facebook, and now manage the flow with a product called Paradox. Our in-store managers decide on the proper fit for their individual needs, as well as discipline, and terminate employees who can’t meet the expectations of our business. We have both an online training module and in-store training with our Certified Training Rock Stars. The fun environment with the proper standards, balanced with meeting the financial needs of the employees, has always been the best outcome for our retention.
Doug Porter—2022 Veteran Entrepreneurship MVP
Title: Team Leader (Owner)
Units: 5 Sport Clips
Years in franchising: 5
First, I believe in having the hiring managers all aligned on our philosophy/principles for hiring (e.g., hire for attitude, train for skill, etc.). Then the area manager (responsible for my five stores) will do the bulk of the hiring (with me as a backup), with the specific store managers assisting. The managers and I work on the training program framework and specific goals we have. I’m really involved at the management level (assistant store managers and above) and focus on role playing, not so much the functional skills like scheduling, ordering, etc. I make sure they understand my intent since you can’t possibly cover every situation that could arise. I’m very involved in terminations to ensure we are following all the (crazy) California laws and that all employees are treated fairly.
Suresh & Roma Patel—2022 Influencer Award for Husband & Wife Team MVP
Title: Co-owners
Units: 14 Tropical Smoothie Cafes with 10 in the pipeline
Age: Roma Patel, 45; Suresh Patel, 52
Years in franchising: 7
We primarily use Indeed to hire new crew members, and we thoroughly train our managers so they know how to appropriately address any employee or guest issue that arises. For every new cafe opening, Roma visits and helps train crew members and managers in every position. We ensure these trainings are comprehensive because the managers handle training after opening. Our hands-on approach to training is a large factor in helping us retain our crew members.
Toya Evans—2022 Spirit of Franchising MVP
Title: Co-owner
Company: Healthy Living Ventures
Units: 2 Tropical Smoothie Cafes (1 in development), 2 Hand & Stone Massage and Facial Spa
Age: 58
Years in franchising: 7
How do you hire and fire, train and retain? My daughter Lauren moonlights from her tech sales job to serve as our head of HR and does the hiring and benefits administration. We leverage the brands’ web recruiting, post on our channels, and source job sites for candidates. We try to operate like a big business, and we do whatever it takes to find a great and lasting team.