Supporting Franchisee Success | Mallory Hoskinson
Duration: 27m 57s
Description
Listen in as Jen Chaney, VP of Franchise Development, talks with Mallory Hoskinson, Senior Director of Growth and Engagement at Right at Home, about the support provided to new franchise owners, emphasizing comprehensive training on business acumen, financial management, and caregiver retention. Mallory highlights the importance of franchise owners being the face of their business and engaging with their community, as well as discusses some of the owner’s challenges, such as securing caregivers and clients. Mallory notes it is important to join a performance group as soon as you are eligible. A performance group contains 10-12 franchisees, who act like a Board of Directors, advising and reviewing financials. They have been known to enhance a franchisee’s growth by 55% in hours. Other resources include a licensure and government affairs department, state-specific coaching, and a strategic business plan to ensure compliance and profitability.
Support for New Franchise Owners
Right at Home provides many different resources for support to new franchise owners. An onboarding manager is assigned at the time you sign your franchise agreement, to help teach you about home care, and provide the business acumen needed. The Onboarding Manager will work with you through the entire journey of starting your franchise, teaching you all the basics: entering revenue, bank reconciliation, and how to set bill rates and pay rates.
Being the Face of the Business
Mallory states people want to do business with people they know and trust. So the best thing an owner can do is get out into the community. The more known you are, the more apt people are to utilize your services or work for you.
Handling Sales and Client Acquisition
Right at Home will help you with your elevator/sales pitch. At Residence Week, we will teach you who you need to be talking to, what you need to be saying, and how to answer their questions.
Establishing Employee Benefits
The Employee Experience Team can assist in providing recommendations for Employee Benefits, but ultimately you will make your own decision on what you want to offer. Our team can provide hiring guides, and we encourage you to meet your nearby fellow franchisees and perhaps discuss what has or hasn’t worked for them.
Operational Challenges and Caregiver Retention
Hiring people is always a struggle. Caregivers are going to be working for multiple agencies, so Mallory advises owners to build their bench of caregivers to focus on the clients. Keeping and getting caregivers is one of the biggest hurdles. Right at Home focuses on caregiver retention, provides best practices and resources throughout the franchise journey.
Measuring Client and Caregiver Satisfaction
Right at Home partners with Activated Insights, which provides a training platform for Right at Home University and caregiver training. They also consistently survey employees and clients to measure satisfaction and brand compliance. It also looks at national averages for client and caregiver satisfaction. Right at Home also has a new partnership with Caribou, which takes a lot of the guesswork out of what caregivers want, need, and are feeling. It will survey your caregivers and reward them for clocking in/out on time, so your office staff doesn’t have to focus on that. But also gives a good pulse check. Franchisees can set it up to survey caregivers after their first full two weeks of work. Then a few weeks down the line, they will do another touch base for you so you are getting constant feedback, rather than waiting for the Activated Insights surveys to be done.
Strategic Business Planning and Compliance
Right at Home provides you with what it takes to establish and plan your business. New franchisees will be assigned a RightStart manager who walk you through the first few months of business ownership. Then, you move on to your Business Performance coach who is your key conduit to all the subject matter experts at Corporate. You will work with your performance coach monthly, but you can reach out to them at any time. They will point you in the right direction or put you in contact with exactly the right person or direction for that best practice. After you have been in business for one year, you can join a Performance Groups, made up of 10-12 like-minded franchises that get together 4x per year. They open their books, become vulnerable, discuss financial and operational KPIs, setting goals, and achieving those goals. Our franchisees, with the help of their coach, also develop a 3-year strategic business plan covering revenue, billing hours, and how much you will be working in the business. We also work with individual franchisees on trends, profit margins, personnel issues, and how to reinvest in your business.
Resources for Compliance and Licensure Support
Right at Home provides franchisees brand standards, that help franchisees keep within the correct scope of care and operate within their state regulations. Our Licensure and Government Affairs Department stays on top of those issues. Your coach is designated by the state to be a subject matter expert of that state and help you operate within those regulations. Our staff has resources to assist you with your state license application and ensure it is submitted on time.
Final Advice
“Work with your onboarding manager and business coach,” notes Mallory. “They will keep you pointed in the right direction.”
Next Webinar
Caregiver Recruitment and Retention with Nikki Holles, VP of People Strategy
12.3.24 2 pm CST. Register here.
If you are interested in becoming a member of the Right at Home family, submit the form below.
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