Mary Thompson, COO of The Dwyer Group, offers proven practices for effective franchise field operations
The ultimate goal of every franchise system is to ensure that all your franchisees are successful. To do that means you need to be able to manage the conversation between you and your franchisees in a way that fosters openness and collaboration. Striking this delicate balance requires a lot of planning and field insight at the front end, coupled with the right tools to drive consistency among your field consultants.
Listen to this discussion with Mary Thompson, Chief Operating Officer of The Dwyer Group, while she shares her top 5 lessons learned while ramping up an improved operations strategy across all the brands within The Dwyer Group.
Mary Kennedy Thompson, CFE, is Chief Operating Officer of The Dwyer Group overseeing the ongoing business operations for 11 franchised brands in North America, including Aire Serv, Grounds Guys, Five Star Painting, Glass Doctor, Molly Maid, Mr. Appliance, Mr. Electric, Mr. Handyman, Mr. Rooter Plumbing, ProTect Painters, and Rainbow International. They provide residential and business services in the repair, maintain, and enhance space. Prior this position, Mary has served as brand president of two brands: Mr. Rooter and Cookies by Design. She is the past chairman of the IFA VetFran Committee and the 2013 Bonny Levine Award winner. She began her career in franchising first as a multi-unit franchisee in the Cookies by Design system.
Keith Gerson brings 40+ years of executive level expertise as a passionate and driven Franchisor and Franchisee with a proven track-record in building rapid-growth, and highly profitable franchise organizations. Over the last five years, Keith has served as President and Chief Customer Advocate for FranConnect where he has been able to work closely with many Executive Boards and Leadership Teams that are part of FranConnect’s portfolio of 600+ brands and 110,00 locations. His focus is on helping franchisors to get to their desired future state in sales, operations, communications, and engagement. Recognized in franchising circles for his extensive leadership experience, and ability to drive execution, Keith is a highly-rated keynote speaker and has had the rare opportunity to have created several leading franchise systems from their very conception through launch and sustained growth taking these systems from micro-emerging status to that of successful enterprise level brands.
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