Multi-Unit Franchisee Insight - Innovation & Operations Part 3

We talk to successful multi-unit operators regularly here at Franchise Update Media. These busy on-the-go people share great insight and wisdom with us through our profile stories in Multi-Unit Franchisee magazine. Here, from our archives, are some insightful responses from some of these franchisees.

How I give my team room to innovate and experiment:
It is the essence of our culture.

How close are you to operations?
I am extremely close. I am not an operator by background, but operations is the heart and soul of our company. Our operators are the heroes and the whole company exists to support them--including me. I am in charge of the whole organization, but the organization's mission is to operate well. So in a way I am an operator. If we can't execute well on operations, none of the rest of it matters.

Greg Flynn, multi-unit operator of Taco Bell, Panera Bread, Arby's, Applebee's

How I give my team room to innovate and experiment:
We let them be creative and express their individuality. One thing we do not preach is conformity. We encourage each individual to be their own artist.

How close are you to operations?
Very. We are in constant contact with everyone on our management team. We are very involved with hiring, facilities, payroll, marketing, HR, financials, and accounting--and balance this with spending as much time in the shops as possible.
Kyle Sleeth, multi-unit franchisee of Floyd's 99 Barbershop

How I give my team room to innovate and experiment:
Amy Legg: Trust them to make decisions. I expect them to make mistakes along the way and know that's how they learn. I coach after they have made their decision if needed, but never berate.
Kellie Watts: Give them a platform to express their ideas and always give them a fair hearing.

How close are you to operations?
AL: Still pretty close currently, but looking to remove myself more from these daily tasks over time. We have recently hired someone who will dramatically improve this.
KW: Very close. Despite the fact that we have recently hired a director of operations, we are still very much an integral part of daily operations, with a focus on marketing.
Amy Legg & Kellie Watts, multi-unit franchisees of Wild Birds Unlimited