2017 Initiatives
Visit 100% of franchisees’ offices and host phone consultations in 2017
Thompson. “In the Dwyer Group® franchisee employee survey, our employees (technicians and office staff) said they would recommend Mr. Handyman as a great place to work an 8.2 (on a sale of 1 – 10 with 10 being the highest). They also rated Mr. Handyman a 40 NPS, showing a lot of room for improvement. Our goal is to move that average to at least 60,” said Welsh. The Mr. Handyman results were in complete alignment with the Dwyer Group aggregate across brands. “I’d like to challenge Mr. Handyman to stand out – we don’t want to be average!” he said. Re-Engage Support for Aging in Place Aging in Place continues to be a large niche in the home improvement industry and Mr. Handyman is re-committing energy toward this effort. Mike McCalley volunteered to work with the Home Office team to identify best practices, create opportunities to share with the franchisees and build operations and marketing resources to help franchisees fully prepare to secure jobs in this category. Update the Operations Manual By the end of third quarter, the Mr. Handyman Operations Manual will be updated and hosted on a new, electronic platform. Kim Owczarzak is working with the Home Office team on this project, which allows for on-going updates Enhanced Franchisee Communication The Home Office team has transitioned to FranConnect, an internal facing customer relationship management tool to replace an aging and outdated software. By the end of 2017, franchisees are expected to be rolled over to an improved Team Site (intranet). The selection process for a new platform has already begun and more information will be shared as it’s available. New Business Planning Tool A Mr. Handyman custom business planning tool was introduced during Welsh’s Convention workshop. He thanked Mike McCalley for helping to develop and test this resource, which includes financial assumptions and the ability to make adjustments and see how changes affect your profitability and cash flow. FCs will enter owners’ 2016 profit and loss (P&L) statements into this tool and then reach out to owners to show results and provide training on using it.
The team is working with Steve Soper from the Franchise Advisory Council (FAC) and Allen Ellison to create post-visit surveys and improve the format and takeaways of annual office visits. To complement the office visits, FCs will host phone- based meetings to help you focus on business planning for growth and profitability, ServiceTitan best practices, operations efficiency, close rate improvement and technician recruiting, hiring and retention. Help 100% of owners to migrate to ServiceTitan We also want to continue transitioning owners to the Qvinci platform to use QuickBooks Online and offer more training and best practices to the entire system. Rob Carpenter is partnering with the Home Office to create documentation and a training manual for ServiceTitan. If you need ServiceTitan assistance, contact your FC to get started. Improve Close Rates Your marketing dollars are valuable and the Operations Team has been setting benchmarks since Convention and will share coaching points in the third quarter to help coach franchisees improve their return on investment. “Close rate improvements can happen, and must begin with owners and your whole team believing in the value of the Mr. Handyman model,” he said. Achieve System Average Net Promoter Score (NPS) of 75% or Higher The current NPS score of Mr. Handyman is 74% and Region 1 is leading the way with a 79% average. “NPS scores are a great indicator of repeat business as it reflects on your customers’ overall experience,” said Welsh. Re-focus the Recruiting and Retention Council Welsh and the Ops team will work with the FAC to recruit owners and will also request volunteers to join this team. The Council will continue working with the existing vendors Jeff Paley established as well as adopt best practices from RAREtoolbox, as discussed by Chief Operating Officer Mary
TOOLS OF THE TRADE® | EDITION 1 2017 9
Made with FlippingBook flipbook maker