Global Franchise 9.1

INS IGHT and co-founder of Rev PR, Sally Ann Butters. “Whether it’s due to ego, negligence or just plain embarrassment, the issues are not shared with the franchise team and become too big to remedy, resulting in the business having to be rescued by the franchisor, or closed in the worst cases. The negative fallout in terms of dissatisfied customers, jobless staff and reputational damage can spread far wider than the franchisee’s local area. “We recommend all franchise brands have a crisis comms plan and prepare holding statements and comms processes for common risk areas, but this is particularly important for those providing services or caring for children and the elderly – you can imagine the potential for a media crisis with these types of brands,” adds Sally. “As a crisis comms specialist, it’s not up to me to interfere in the franchisor’s systems of operation but one thing I do insist on within my projects is that they have a robust risk register to flag struggling franchisees at an earlier stage. That could be through financial management data, physical touch points or satisfaction surveys.” Putting people first pays back When staff turnover rates are high, it can throw a wrench in operations, drain resources with constant hiring and training, and leave companies scrambling to fill gaps in knowledge and expertise. On the flip side, having a stable team that's committed to the cause can be a game-changer, fostering consistency, boosting productivity, and making it easier for businesses to adapt to whatever curveballs the market throws their way. Essentially, the rate of turnover plays a crucial role in determining a company's resilience. By prioritizing things like employee development, cultivating a positive work culture, and offering attractive perks, companies can keep their best people for the long haul. And that's not just good for team morale—it's a smart business move that pays back long-term. Visiting Angels was established in the U.S. in 1998 and has grown into a global care giant with community- based values. Today, the home care franchise is one of the largest care franchises in America, supporting more than 850 franchisees across five countries. But what makes Visiting Angels particularly resilient within its sector is its carer-centric approach. When the brand launched in the U.K. it set out to specifically address the U.K. care sector’s key challenge to its resilience – recruiting and retaining care staff. By keeping these carer-centric values at the center, Visiting Angels has built a network of franchisees across the country and maintained an exceptional staff retention rate – the care staff turnover is down at approximately 12% compared to the CASE STUDY APEX LEADERSHIP COMPANY “How we tripled our revenue growth after COVID hit us hard” Jamie Krasnov, CEO When I took over Apex Leadership Company in 2021, the brand was still reeling from the impact of the pandemic which had shut down in-person learning and fundraising activities in schools, taking its toll on our franchises. The first strategy was to revitalize Apex's executive structure. We expanded our marketing team, hiring key leaders with experience in boosting brands across different industries. We brought on a seasoned franchise development executive to support our franchisees on their road to success. And we assembled a group of experienced franchise investors, consulting and leveraging their knowledge to implement best practices to propel Apex forward. Whether looking for franchisees or new leadership hires, we strategically prioritize individuals who are resilient, deeply passionate about our mission and aligned with our company vision. This hiring approach has been pivotal to Apex's success. I believe when you onboard individuals who share your commitment to making a meaningful difference, everything tends to fall into place. At Apex, this means fundraising for schools and nurturing tomorrow's leaders. As a result of these initiatives, we’ve been able to provide franchisees with a robust home office, unwavering support and fresh ideas on how to expand. All these efforts are why Apex generated an outstanding 200% revenue growth, expanded presence into new markets and raised a record of more than $60 million for schools a year. 66 GLOBAL FRANCHISE | ISSUE 9.1