Few franchise owners can be onsite at their business all day, every day — and even fewer want to be. So, in addition to a team of reliable employees, you’ll also need someone to manage them when you can’t. Having managers work for you will allow you to delegate work schedules, customer complaints, and other routine tasks and focus on the bigger picture. But finding a person you can trust with your business is often easier said than done.
Handling the Daily Grind
When hiring managers for your franchise business, your first step should be to check your franchise agreement and reach out to your company contacts. Many franchises have requirements for management hires, so you need to know them in advance. Your franchise also may have resources like stock job descriptions, advertisements, and posters to use in your search.
Next, consider whether your current staff may be suitable for promotion. Not every team member will have the experience, availability, or track record to make them manager material — but someone probably does. Hiring from within means less time training a new manager, and seeing a possible career path for themselves will boost employee morale and retention. External hires are sometimes necessary, but make sure you’re not overlooking existing talent.
Once you have an applicant pool, you’ll want to screen candidates for industry experience, prior management experience, and a customer service history. You may not find a candidate who ticks every box, so consider which qualifications are most important to you before you start scheduling interviews. Only interview applicants you would seriously consider hiring, or you’re wasting both their and your time.
During the interview, ask your candidates behavioral questions reflecting their management style and decision-making. For example, responses to, “Tell me about a time you resolved a conflict between employees” and “Describe a time you turned a poor customer experience into a positive one” will tell you a great deal about the person you’re interviewing.
But while you should focus on their answers, don’t forget to pay attention to how they deliver them. Is the candidate friendly and smiling, or do they avoid eye contact and mumble? Your managers will interact with employees and customers daily, so their personalities and communication skills matter. The perfect candidate will get along with your staff and command their attention and respect.
