Franchising’s high-achieving, multi-unit franchisees share views on key topics.

By Reed Mattingly

Question: What are the top three obstacles franchisees should consider when moving from a single unit to multi-unit franchise?

The most significant obstacle is recruiting an operations manager that is self-motivated and can thrive under the long-distance management structure. Another challenge is consistency and congruency of processes and procedure. Every market is different, however to be successful, the processes and procedures must remain the same. Consistency not only improves the quality of services provided, it allows our management team to identify exceptions or trends while they are big enough to see, yet small enough to fix. 

The third obstacle, which can also be lethal to a business, is to ensure the teams at “satellite” locations do not feel like they are on an island. Specific steps must be taken so they feel like a part of the entire team.  We often use video conferencing, and I frequently visit the satellite offices along with our management team from the corporate office. I also send technicians from other locations to assist with larger projects. These methods help maintain the Rainbow International culture (a strong belief in the Code of Values and the feel of a smaller family business) and create an atmosphere of inclusion and teamwork. 

Reed Mattingly is a Rainbow International Restoration franchisee with three locations in South Carolina.

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