What Franchise Issue 21.1

Moving from founder or franchisee-led operations to a proper support team is a big step. Get expert tips on hiring, nurturing talent, and building a team that really works S C A L I N G M A D E S I M P L E : ranchising offers entrepreneurs an exciting route to scale their business, but growth comes with its own set of challenges, particularly when it comes to people. Knowing when to bring in operational leadership, how to avoid hiring pitfalls, and how to nurture internal talent can make the difference between steady growth and a stalled system. We spoke to three experts from Ashtons Franchise Consulting – Charlie Dickson, Rebecca Newenham, and Rob Hall – to gain their perspectives on the optimal time to expand your team, common hiring mistakes to avoid, and how to cultivate leaders from within. F Q Is there a right time for franchisors to bring in a general manager or operations lead, and what should you look for? Charlie Dickson: This is a question many new and young franchisor brands ask as they plan to grow under a franchise system. In the early days, franchisors typically manage every aspect of their operations either by themselves, or with the help of an experienced teammember. It’s best practice for new franchisors to recruit and support their first franchisees directly. This hands-on experience provides invaluable insight into the franchisor-franchisee relationship, operational systems and processes, management and control requirements, and – crucially –the culture and dynamics needed for successful growth. However, as the franchise network expands, franchisors often reach a tipping point: they no longer have the capacity to support a growing operation effectively. Providing consistent, high- quality support is critical to building a profitable, sustainable network. Franchisees expect guidance – not just at startup, but on an ongoing basis. To deliver this, recruiting a specialist franchisee support team is essential. The right time to hire a general manager or operations lead varies by business, but it’s crucial to invest in your franchise team at the right stage. Key indicators that it’s time include: • You have 5+ franchisees . The complexity of operations increases rapidly as the network grows. • You’re firefighting instead of supporting franchisees . Competing tasks prevent you from giving franchisees the attention they need. HOW TO BUILD YOUR DREAM TEAM “Poor hiring decisions can slow momentum and damage the brand. By planning ahead, hiring thoughtfully, and investing in training and culture, franchisees can turn rapid expansion into a sustainable success story” 38 WHAT FRANCHISE Issue 21.1