Supporting Franchisee Success

Right at Home’s Vice President of Operations, Emily Undajon, discusses how we support franchisees, starting from when they sign their franchise agreements to when they open their office and beyond. 

Undajon has eight and a half years’ experience at Right at Home.  She and her team focus every day on the franchisee experience. The following is a summary of her discussion points:

• Support Right After the Signature – Once you sign a franchise agreement, you will get a call from our our RightStart Manager, congratulating you on joining the Right at Home family. The RightStart manager is in place to help a franchisee navigate the journey from signing until opening. They help the franchisee with weekly coaching, working with subject matter experts or licensure, and are there to help you meet your milestones until you open. There is not a fee for this program.
• Learning Path – This is a three-week section with the Right at Home organizational learning and development team. They walk you through the modules in the Right at Home University. The RightStart Manager will help you with your first client and hires, your first payroll and billing. The course is two week of virtual and one week of in person training.
• Business Performance Coach – After you open and have been in business for a few months, the RightStart Manager will help you transition to a Business Performance Coach. Right at Home wants you to get plugged into your Performance Coach because they support your entire region with best practices and strategies from 1 year in business up to 20 years, helping you set goals and benchmarks, and understand your financials. 
• Dedicated Online Marketing Specialist (OMS) – Right at Home will also provide you with an Online Marketing Specialist who will help you launch your website and provide digital content about what you are doing in your market.
• Interactions with Business Performance Coach – The Business Performance Coach will be in market to visit your office, do sales calls with you, meet with your team to start building the culture alongside you. The first visit is between six and 12 months of opening. From there, every 18 months. There are also monthly virtual calls, and quarterly state meetings.
• Peer Support from Franchisees – When a franchise leverages the power of their peers in market and across the entire country, they are most successful. It is invaluable to have someone in the same market going through the same highs and lows as you. At Right at Home, you can reach out to your peers who have done this time and time again.
• Strategic Leadership Council – Made up of 8 owners who represent the geographical regions and 4 owners who are appointed, the goal of the council is to partner with those franchisees on strategy. For example, the 2022 roadmap was presented to the Leadership Council for their review and consensus, asking if these are the right areas of focus.
• RightFocus Dashboard – This dashboard is unique to each franchisee’s business, and hones in on the four operational pillars of the Right at Home business model. It allows you to focus on recruiting efforts, operational metrics, fixed and variable expenses, and your quality and satisfaction provided by your caregiver to the client. The dashboard also provides metrics on market share, how are you penetrating and serving the seniors in your territory. The business performance coach will be reviewing the dashboard with the franchise owner, and direct them to tools or resources to improve their metrics. 
• Tenured Franchise Owner Support – Tenured franchise owners still have an individual business performance coach, and online marketing specialists, but the coaching strategy can change as you continue to get more tenured. For example, Right at Home can help a franchisee scale their business as they continue to grow their market share. Or, if you are looking to retire or start a next chapter, your coach will work on guiding you through succession planning.
• Resale Process Upon Retirement – The Right at Home Franchise Development team has developed a resale guide which walks the franchise owner through the entire process: questions you need to answer before you even list your business, timelines, and responsible parties on both sides. The corporate team is with you every step of the way until the asset sells.
• Training for Purchasing Existing Right at Home – Training is not different is you purchase another territory. You’ll still have the same onboarding process. If you are a resale owner and new to the network, you will go through our RightStart Learning Path with three weeks’ training. If you purchase an additional territory, your coach might recommend other courses to benefit your team.

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