We Have People In
Who WANT to Help
those years, I’ve worked with a group of amazing franchisees – people who risked everything and reached the highest pinnacles of their brand. I’ve also worked with franchisees who failed. In most instances, it is because they chose not to use the tools that were available to them. What I see happening now with the Glass Doctor® support team – from marketing to SEO to ProTradeNet® to your Franchise Consultant (FC) - is different from what I’ve witnessed before. We have people, in every department, who WANT to help franchisees… to the point of going over and above what is expected. I love this about our team. For our tools, I see a focus on continuous improvements when possible. An example of this is our WE (weekly excellence) sessions at 1:11 on Thursdays. The team, with Mike Gai’s guidance, is taking virtually every tool and dissecting how to use it. I can’t even imagine how iPhone savvy I’d be if someone was guiding me on using all of the apps I named above. My message is simple. We have a team of people who will help – over and above the help you get just by asking your FC for help. Your FC may be very knowledgeable on one topic, but will direct you to another FC because they are the Subject Matter Expert (SME). For me, it is important WHAT we deliver – not WHO delivers it. If I were a Glass Doctor franchisee, it is exactly the support I would want – again, understanding that it was I, as a franchisee, who will do the heavy lifting. Tools can be amazing – especially when one understands what they do and why they should be used.
I first heard the K-Mart commercial in the early 1980s and it has reminded me how important it is to know how to use something. (Plus, they are outrageously funny, too!) Did the commercial make a point to you? We think it is ridiculous that someone would return the chainsaw or table lamp simply because he didn’t understand how either one worked. Yet, there are franchisees who would say similar things to fellow franchisees if they aren’t using MPG, Status Codes, the Budgeting Tool, our Apartment Program, or other important tools designed specifically to help them grow. I am fortunate. I’ve had a chance to work in the world of franchising for more than 35 years in a variety of roles – both on the franchisor side and the franchisee side. Over
REFLECTIONS® | EDITION 1 2017 5
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