In a May 2020 live-poll of over four-hundred Franchisors, 94% indicated that they were ready to reopen operations and reactivate their Franchisees. However, in a follow-up poll the same group of respondents indicated that 60% did not have a playbook for re-opening. This is a potential recipe for major disappointment for customers that are counting on their favorite brands to deliver safe and amazing experiences. And attorneys are already generating a tidal wave of litigation as consumers seek compensation for COVID-related illness alleged to have come from coming into contact with a business in which a statute or regulation was violated.
The fact is that the times have changed when it comes to field support, and probably will remain changed forever. New questions are emerging – if travel is less of a viable option these days, should the ratio of franchise business consultants to franchisees be increased? With less opportunity to “inspect what you expect”, how does a franchisor protect the brand? What are new routines and habits that successful brand leaders are adopting that can create new opportunities. What are technologies that can ensure that playbooks of best practices are effectively shared AND acted upon?
Join two of Franchising’s most recognized operations experts – Mary Thompson, COO of Neighborly Brands and Meg Rose, VP of Field Operations of Firehouse Subs as they discuss how they are implementing the “next normal in franchising support” as they share the best practices that they are employing that is allowing them to seize on new opportunities and thrive in difficult times.
Participants will walk away with operational insights into how these Operations brand leaders are:
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About The Presenters
As chief operating officer (COO), Mary oversees the ongoing business operations within Neighborly. Working hand-in-hand with 13 brand presidents, she leads the execution of strategies. Prior to her appointment as COO, Mary served as executive vice-president of Neighborly and president of Mr. Rooter® for nine years.
Under Mary's leadership, Mr. Rooter® was included in Entrepreneur Magazine's Franchise 500, Franchise Business Review's Franchisee Satisfaction Award, PHC News Top 100 Contractors and USA Today's Top 50 Franchises for Veterans. As president of Mr. Rooter®, U.S. Business Review selected Mary as one of its Editor's Choice Executives of the Year.
The International Franchise Association (IFA) awarded Mary the Bonny Levine Award, IFA’s highest award for women who have made an impact on franchising and the Crystal Compass award for extraordinary leadership in franchising. A certified franchise executive, Mary serves as a trustee for the IFA’s Educational Foundation.
Meg Rose, Vice President of Field Operations, Firehouse of America, LLC
Meg Rose is Vice President of Field Operations for Firehouse Subs of America, LLC where she oversees operations and compliance for the 1180 unit, fast casual restaurant chain headquartered in Jacksonville, Fla. A leader with more than 30 years of restaurant industry experience with some of the largest chain concepts in the nation, Meg joined Firehouse Subs in 2007 as Franchise Business Manager and was Director of Company Operations prior to her current role. Meg’s monumental accomplishments and passion for serving others earned her the 2011 Culture Award for her work on behalf of the Firehouse Subs Public Safety Foundation. In 2015 Meg was named one of the “Women of Influence” by the Jacksonville Business Journal, received her CFE (Certified Franchise Executive) and was a member of the Leadership Jacksonville class of 2017. Currently she serves on the Board of Directors for Junior Achievement of NE Florida and the Board of Directors for Angelwood.
Keith Gerson, CFE, President of Franchise Ops, FranConnect
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 eight 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 800+ brands and 148,00 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.
Nick Mecozzi, SVP Solutions Engineering, FranConnect
Nick Mecozzi has been with FranConnect for over 10 years during which he has held management roles in operations, sales and technology for the company and is currently Senior Vice President of Solutions Engineering. He brings over 35 years of experience in technology sales, marketing and management for companies including IBM, HP and numerous startup companies in Silicon Valley. Nick’s experience gives him a balanced knowledge of underlying technology and processes as well as the business benefits of utilizing strategic platforms and solutions in enterprise and SMB environments.
Nick is a graduate of Duke University where he earned degrees in Computer Science and Economics.
FranConnect is the leading franchise management software provider. Its FranConnect platform engages stakeholders to grow, scale and optimize franchise systems through a connected and complete view of the business from sales to multi-unit and multi-brand performance. Over 800 brands in 18 countries — including 40 of the Entrepreneur’s Top 100 Global Franchises -- count on FranConnect to run their franchise systems. FranConnect customers span all sizes, growth phases, and industries and they grow 44% faster on average than the broader franchising market. Backed by private-equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global follow-the-sun operations. For more information on FranConnect, visit: www.franconnect.com.