One of the most important tasks in running a successful business is the selection of employees. Here are a few tips on how to execute this assignment to perfection, as explained by the head office team of Auntie Anne’s UK.
New franchisees will have many different issues to deal with, when they first start-up in business. One such issue is recruitment, as well as retention of staff, both of which are key factors in the long-term success of any ambitious business.
The master franchisor will always be there to help and offer advice, and it’s so important for new franchisees to hit the ground running when it comes to employing suitable and reliable members of staff.
Over the last 13 years in which Freshly Baked Limited have owned the master franchise of Auntie Anne’s, in the UK and Ireland, the company has developed a great understanding about the importance of good employee management.
Managing your employees may seem like one of the least concerning areas of running your own business however it is anything but straightforward. It is actually a key component for every company, and helps to ensure the operation runs smoothly on a daily basis.
If a franchisee fails to manage his or her staff properly, it can quickly become an expensive and time consuming problem for the boss to deal with. This not only distracts the franchisee from growing sales but can also create complications regarding staff morale and loyalty.
Recruitment
Before the interviewing panel sit down to meet the various candidates, it is vital that they understand the type of employees they are looking for. Which skills are considered transferable from other industries? Is it vital for the person or persons they are looking to employ are meticulous and pain-staking in their approach or is it a fast-paced public-facing job that requires speed, concentration and energy?
What do the candidates already know about the brand and its products or services? It is important for the interviewees to have carried out research, in order to prove they are serious about wanting this job. Can they deal with difficult customers in person and over the telephone? Can they diffuse awkward situations? These are just some of the issues an employee will face in a role which requires constant interaction with members of the public.
Other topics which may need to be addressed include hygiene – if working in cooking or production of food – following instructions, adhering to company rules, embracing the need to be flexible and accepting fluctuations in workloads and timetables. New staff members must also be able to work harmoniously alongside other personnel of varying ages, opinions and culture. Can staff members respond confidently and politely to questions from the public?
The job description should cover all relevant topics, as should the questions being asked at interview stage. We, at Auntie Anne‘s, have introduced role-play during the interview process to help us select the correct people for the post.
Training
It is always best to thoroughly train new members of staff, which can include a period of induction. On-the-job training is vital when dealing with members of the public. When this takes place, new members of staff need to ‘shadow’ experienced team members, so they can watch, learn, take notes and later ask questions. The opposite should happen too, with new employees performing tasks under the watchful eye of a skilled worker. It can be daunting to be unleashed on the job for the very first time. So, careful preparations need to be made before new employees are ready to go it alone.
Motivation, incentives and rewards
Everyone wants and needs to be motivated at work. Employees must be encouraged to celebrate the success of the company and be rewarded when targets are met. In a franchise business, this benefits everyone from franchisor, to franchisee and all members of staff. But this must be achieved in an environment where everyone feels accepted and appreciated. The key is to make employees feel they are a vital part of the overall structure. It is important that the franchisor encourages his or her franchisees to reward and praise their teams for reaching and passing targets. Organising a team meal every few months will have a positive effect on teamwork, morale and atmosphere within the workplace.
Communication
Good communication is vital. A business owner or boss may need to visit multiple locations in their role and is therefore unable to meet certain staff members every single day. Even if you’re a hands-off franchisee, it is still necessary to have regular communication with workers. This needs to be a two-way conversation, in order to build trust and mutual respect.
Progression
Most employees want to feel they are on a journey of progression. In addition to providing a fun and safe working environment, bosses also need to offer staff members the chance to learn new skills that will improve their job opportunities in the years ahead. These skills need to be transferable. Employees need to possess skills that will enable them to progress within the franchise, or perhaps open doors elsewhere if promotion fails to come their way. We, at Auntie Anne’s, always encourage our employees to improve their future job prospects by studying for hospitality qualifications – such as food and hygiene certificates. We advise our franchisees that one of the best ways to invest in their business is to invest in their staff. This will reap benefits in the future, and help to create a low turnover of staff.
This article comes courtesy of Auntie Anne’s, the world largest soft pretzel brand. With over 2,000 stores globally, and more than 40 in the UK, they are a leading food franchise.
