WEBVTT
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Hello everyone and welcome to this Tuesday talk.
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I have my friend Brian joining me today as our special guest.
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And I'll have Brian introduce himself in just a moment.
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But for our live listeners, we love audience participation.
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So you can do that by means of clicking on the QA button on your Zoom screen.
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Most likely at the bottom of your screen might be at the top, depending on how you have things set up.
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If you don't see that QA button, you can expand it by clicking the More button that is a circle with three dots in it.
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Click that and within there, there should be the QA button.
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So once you open up that uh box, you can type in a question.
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Brian, I will watch the QA box.
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Um, as questions come in, you don't need to monitor that.
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So as you and I are visiting over the course of the next 30 minutes, I will make sure to get those questions asked so you can answer them.
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Does that sound like a plan?
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Perfect.
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Thank you.
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Okay, awesome.
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So if you would please introduce yourself to our listeners.
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Well, thank you, Jen.
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My name is Brian Curtis, and I'm the business performance manager here at Wright at Home.
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I've been with Right at Home now for almost 11 and a half years and started out as a business performance coach, basically coaching owners in the Northeast.
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And now I manage the business performance coaches and have a smaller portfolio of owners that I still manage.
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Okay.
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I would say that you are the coach of the coaches.
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I'm the coach of the coaches.
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Yes.
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Okay, so I'm going to take advantage of that fact today with you being the coach of the coaches and knowing that uh being a business performance coach here at Right at Home is a very key role that we have here as essentially the point person and the point of contact, the main point of contact for our franchise owners when it comes to help, support, and guidance.
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Granted, there are a ton of people last I checked between 110 and 120 people that are employed here at the corporate, all the varying roles of support for franchise owners, but the coaches are the main point of contact and the key point and relationship for a franchisee.
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So I want to start just at the beginning, knowing that our listeners right now, it's a group of individuals who are thinking about joining right-at-home as a right-at-home franchise owner, either purchasing a brand new territory and starting from scratch, or purchasing one of our resale opportunities, which is an established business with staff and clients and all of those things.
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But either way, both opportunities are fully supported by a coach of some kind.
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So let's start at the very beginning and talk about starting at the very beginning, pretending like we've got a franchise owner who just opened their business.
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So leading up to this point, um, opening a business, there's there's a ton of things that have happened up to this point, which we've had lots of Tuesday talks talking about onboarding and training and all of that.
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So I encourage you to check our library of resources if you want more information on um onboarding with Ryan at home and training.
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So um uh, but for this uh particular uh Tuesday talk, as we're visiting with Brian, I want to start with, okay, let's pretend my business just opened.
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So um as a uh business performance coach from day one, brand new franchise owner, business just opened, what is the role of a business performance coach?
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Well, if you're starting at the beginning, we start with the Right Start Coach, which is a business performance coach.
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So we have two right start coaches um who will work with new owners, whether they're resale or brand new uh territory.
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But these are individuals who will basically be with them for the first three months or so, um, kind of taking them through all of the steps that will take them to opening their office.
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So they really develop a very strong sense of relationship with that business performance coach.
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They'll go through some online learning, they'll go through some uh self-learning, and then they'll also talk with various subject matter experts, which are all um support people who work with the coaches.
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After the first three months or so, um, and they come to what we call residence week, and I'm not going to get into that right now, but after residence week, then they'll be assigned to their actual coach.
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And the coach is kind of divided up by territories, if you will.
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Uh kind of depends on what part of the region the new franchise is in, and they would be assigned to a coach who kind of takes care of that region.
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Okay.
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But we're kind of that point of contact to make sure that we're your guide, somebody you can count on, somebody you can trust to get all of your answers.
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Yes.
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And and we do thank you for that.
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And we do that on purpose.
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And it would be the same for uh, you know, a resale buyer of ours.
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We do that on purpose because uh in both cases, if you're a brand new person starting a business from scratch, or you're a brand new person to Right at Home who is taking over one of our resale opportunities.
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The common denominator is that you are a brand new owner to Right at Home.
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Um, so there's a different level of support when it comes to supporting someone who is brand new to our business, whether that be a brand new resale um owner or a brand new territory owner.
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Um and the right start coaches just provide that additional level of oversight for somebody who is brand new to our system versus a business performance coach who is working with franchise owners who have been in our system for several months and several years.
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So now let's talk about once a franchise owner has transitioned from their right start manager to more of their permanent coach.
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Can you just give a general description of what that support sounds like, looks like to um a brand new franchise owner or a franchise owner who is established?
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And I would just say this take advantage of your business performance coach.
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We're here for you.
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That's our sole purpose.
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That is our number one thing on our job description is to take care of those franchisees.
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So basically, what we do is we become your mentor, if you will.
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We help you take what you've learned from your right start coach and put it into action.
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We help you integrate into the system so you get to know your neighbors.
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Um, we kind of take you to that next level.
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So we're basically here to be your support system.
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Just like if you're thinking about sports, what does a coach do?
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We try to take all of your skills, what we've taught you during that right start process, and we try to make those through practice and through redundancy of doing them over and over again.
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You're going to become so familiar with what home care is, how to sell it, how to market it, how to take objections, how to work with families who maybe are having a difficult time making decisions.
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It's basically being there to support you.
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Um, when you think of who wants to be a millionaire, we're your call a friend.
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We're that person who you can pick up the phone and talk with us about anything you need to talk with.
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Um, and so we may not have all the answers.
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And I I would do want to stress this a business performance coach isn't gonna have all the answers.
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We're gonna have those subject matter experts.
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So we're gonna know a lot, a little bit about a lot, and then when we want the real details, we're gonna go to those subject matter experts.
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But we're gonna be the one that introduces you to them and holds your hand and kind of walks you through all of that.
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Okay, so can you explain?
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Can you explain to our listeners what a strategic business plan is, um, and how it's why it's created, um, how it's created, and how it's used.
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Sure.
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I I talk with my owners.
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I I say it's like planning for a vacation.
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If you don't have a plan, you're never gonna get to where you want to go.
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And part of the plan of going on a vacation is planning, right?
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You kind of want to know where you're gonna go, what you're gonna see.
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So a strategic business plan is much like that.
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It's the plan that's individualized for each of our owners based on what their goals are.
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What kind of profit do they want to make?
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What part of their territory are they gonna need to focus on more so than another part of their territory, maybe because there's no caregivers in a particular area, it's a smaller area for caregivers.
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And over on this side of the territory is more of your owners.
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So it's it's really the plan that helps you determine your profitability, determine your pricing, determine what your office staff are gonna look like because you need to know what is it gonna take to achieve that ultimate goal.
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So it's your goal setting document.
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Okay, and when is that created?
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At what point in in the year?
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It's it's actually created, it's it's starting to be created by the right start coach.
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So we talk about what is your break-even.
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And we know it's gonna take some time to actually make profit.
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And so we we we've talked about what is it gonna take in terms of hours, number of clients, and then how many caregivers are you gonna need to support those clients.
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So it's basically a plan that starts in right start, and then we take it.
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It's generally done in the fall of the year, so we're doing it right now.
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Yep.
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Um, it's usually done in October, November because we're on an annual fiscal year, calendar fiscal year.
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Yes.
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So we know what your goals are gonna be for for the next year, and then the coach works with you based on your plan.
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Um, my owners, we meet pretty much monthly, so we'll have a half an hour to an hour call every month, and we talk through the plan.
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We we goal set early and then we walk through that plan, we make adjustments as necessary.
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Sometimes things don't work out just as you planned.
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Hard to believe, but sometimes maybe you didn't get enough caregivers recruiting, or maybe the economy changed, or maybe you got you know some competition that moved in that you didn't know about.
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And so we have to be able to adjust that plan throughout the year, but it's it's basically the foundation of your business.
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Okay.
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And a question came in while you were answering that question, and I believe you've already answered it partially, but this question says, is there an established slash recommended cadence of meeting with a performance coach?
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Which you said generally it's it's it's a monthly meeting, but um, I I do gather like you're gonna meet regularly with your franchise owner as needed, whether that's weekly at first, monthly, quarterly, it's it's adjusted kind of based off of the needs of the franchise owner.
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Is that correct?
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Absolutely.
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So we generally want to start your right start coach is going to be meeting with you frequently, multiple times during a week.
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Yep.
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Generally, when it gets to the actual business performance coach, you can meet as you said.
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If you want to, I get some owners, it's it is weekly.
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It's a 15-minute touch base.
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They want to just have somebody they can bounce an idea.
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Others, they meet every other month.
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So it kind of depends on where you are in your business.
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But let me just say that we're free.
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We're here for you.
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And so if you're bought into a franchise system, use the benefits of a franchise system.
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Make sure you're having those regular calls with your coaches, make sure you're utilizing them for what you're paying your uh franchise royalty fees for.
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Okay.
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And then when you actually meet with franchise owners, what happens on those calls?
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So assuming that you are discussing KPIs, and this was the second half of this listener's question, uh, it says, I'm assuming you are discussing KPIs.
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Um, so um, and that's why I asked about the strategic business plan.
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So, how is this strategic business plan incorporated into these regular meetings with franchise owners?
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And what kind of KPIs are are you watching or measuring uh as you meet and discuss with franchise owners?
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Right.
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Well, we generally have an agenda, and so we always want to start out, and if you think about it, most of our owners that we have currently, they've come from another business.
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There are a few that have never worked in a business.
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This is their first business they're gonna run, but a lot of them have worked in other companies, and so they're used to being around lots of people.
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So our calls usually start off with tell us something good that happened in your business this week, personal and professional, because this is their opportunity.
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They don't have a large staff at the beginning to talk to, so it's a chance for us to build a relationship, get to know who they are.
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From there, then we focus on what were the goals that we set from your last call.
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So we'll review.
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Did we follow through with what we said we were gonna do?
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And we make sure that the owners are following through with what they want to follow through with.
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Then we do jump into the KPIs.
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The KPIs are generally in the simplest form we're gonna talk about number of hours, number of clients, and then expenses.
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Okay.
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Caregivers, of course, fall right in there because you can't scale your business.
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I mean, you can go out and get all the clients you want, but if you're not working on getting caregivers, it's gonna be hard to support those clients.
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So depending on the business, you know, the KPIs can be focused on conversion rates.
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Maybe your phones are ringing, you're getting lots of people calling in for business, but you're not converting them.
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So that may be the KPI that we're talking about with that particular author.
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It could be that you don't have enough caregivers, and so we spend a lot of time on talking about caregivers, where to recruit, we talk about competition in town, we talk about um doing mystery shops or finding out what the pricing is around.
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So it varies, but it's always going to focus in on um basically your hours, your finances, and your caregivers are gonna be the three main things, and then we'll drag you down based on the individual territories.
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Can you describe?
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Thank you for that.
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Sorry to sorry to interrupt you, Brian.
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Can you describe some of the uh platforms or tools or resources that we provide to franchise owners so they can watch those KPIs, measure those, see those KPIs?
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Am I are they going to several different websites, several different areas checking this and that and having to keep track on their own spreadsheet?
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Or is there something that's um easily for uh for them to access and and monitor on a regular basis?
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You said spreadsheets.
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That's a nasty word here because we have lots of software that'll do the work for you.
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So sometimes it is just a matter of retraining people to say, use the softwares that we're requiring you to use.
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So while Sky happens to be a software that we use that kind of tracks, does our billing and our invoicing, and it tracks who our clients and who our caregivers are.
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Within all of our softwares, there are reporting mechanisms within there.
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So we can basically pull out any KPI as long as you are providing that information to the system that you're entering into.
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So again, a key tip here would be from the beginning, just get in the mindset of information in is what you're gonna get out.
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If we ask you to put information in, you want to put it in because all of that information is gonna make your job setting those goals, putting that business strategic plan together much easier because the numbers don't lie.
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And so if you put it in the system, it's gonna spit out the reports that we need.
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Yes.
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Okay, good, a great point.
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And you know, a frequently asked question that that we receive on the franchise development team, and and and this is more so uh back in the day when there wasn't, you know, this this virtual reality where we could, you know, you and I right now are are, you know, recording an interview, you know, online and I'm able to see you and connect with you as if you know we're right here uh together in person.
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Um so um a frequently asked question that we get on the franchise development team is how often is my coach going to come to see me for a market visit visit, you know, in person?
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Granted, we have a lot of touch points between the coach and the franchise owner virtually and at the cadence that that you establish with your coach.
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So you're gonna be in constant communication with your coach uh via uh phone call or Zoom.
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Um, but can you describe um what happens in an in-person visit and how frequently those occur between the coach and the franchisee?
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Sure.
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We try to get into the office in person every 18 months.
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So 18 months to two years.
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Um I can tell you this year I've been in one office three times because they'd requested it.
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They had a turnover in a salesperson, they were struggling a little bit.
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And so, based on our travel, oftentimes I can put an extra day in, and if I need to see somebody a second or third time, we can do that.
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So every 18 to two months, um, but we certainly can come more frequently if you need it.
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Um then as far as what is discussed, uh, we always want to get in the office just to kind of get a feel for what is the staff?
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I mean, you can kind of get a feel for how the business is going.
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Does the staff work as a team?
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Um, are the phones ringing?
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So we're gonna spend some time in the office meeting with the owner, just kind of talking about their operations, what's working, maybe what isn't working.
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We're gonna share things that are working in other offices, um share things from their state where their office is located, from their areas, so they can kind of compare themselves to others.
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Um and then we usually go out and travel.
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So when the coaches are there, we'll go out and travel with if it's the owner who's doing the marketing or if they have a salesperson, we'll go out and travel with them.
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We'll maybe go into a home and do a home assessment just to kind of see and for them to see from us how to maybe improve if they've got an area that they're not as comfortable talking about.
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We can kind of demonstrate for them how to do a sales call, and then they can mimic it back to us at the next sales call.
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So it's it's more of a show and tell, and let's see if we can learn from each other.
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Because what we are teaching you, we've learned from a lot of the other owners.
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And so we want to make sure that we're teaching you what works.
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And so we have our basic uh principles that we follow, but a lot of things are just what's working out in the field today.
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Okay, awesome.
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Thank you.
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And here's a question that came in from one of our listeners.
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I'll read it to you.
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It says, Can you share an example of a significant challenge a franchisee faced and how Right At Home helped them navigate it?
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Um, I'm I'll I'll think of one uh California owner.
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I have uh I'm I I took over a couple of the California owners because there are a lot of owners in California and we had a lot of them start at the same time, so I took over some of those owners.
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And one of the issues that um we had helped this particular owner with was they weren't going out in marketing face-to-face.
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We are a business that really we're relationship building.
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That's where you get your businesses through relationship building.
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And this particular owner was spending a lot of money on uh getting leads through Google and and other areas like that, buying leads, but was not spending any time out doing face-to-face marketing or networking or going to any of those groups.
00:18:44.400 --> 00:18:47.599
And so I actually spent four days in this person's office.
00:18:47.680 --> 00:18:52.480
Uh we reviewed all of his um competitors, what they were doing.
00:18:52.559 --> 00:19:03.039
We talked about where he was going to get make sales calls, we talked about what organizations he was in, and then we spent two days and we just marketed.
00:19:03.440 --> 00:19:06.720
I think part of his issue was he was afraid to go out.
00:19:06.880 --> 00:19:10.319
Yeah, his assumption was when I go out, I've got to get a client.
00:19:10.480 --> 00:19:11.519
And you can't get a client.
00:19:11.599 --> 00:19:12.559
That's about relationships.
00:19:12.640 --> 00:19:17.759
It may take you six times going into a hospital or into a uh retirement community to get that.
00:19:17.920 --> 00:19:29.839
And so him seeing me go in with an expectation of I just want to get to know what this business does and how we can support them, I think put his level down at a point where he's like, oh, this isn't so hard.
00:19:30.240 --> 00:19:34.000
And so he now does go out and market regularly, and he is having great success from that.
00:19:34.079 --> 00:19:36.079
But I think he just needed to see it in action.
00:19:36.400 --> 00:19:38.319
That's a great, that's a great example, Brian.
00:19:38.400 --> 00:19:45.200
And so on that same front, how important is it to do that face-to-face marketing?
00:19:45.359 --> 00:19:55.839
The franchise owner themselves, they're, you know, they're the owner of the business, the face of the business, in your opinion, how important is that to a right-at-home franchise owner's overall business?
00:19:56.240 --> 00:19:58.000
It's one of the most important.
00:19:58.079 --> 00:20:00.799
Uh, my background before I came here was I worked in long-term care.
00:20:00.880 --> 00:20:04.960
So I was an administrator and I had home care companies coming in all the time.
00:20:05.119 --> 00:20:05.440
Yeah.
00:20:05.759 --> 00:20:11.759
And I gave business or we gave business to those people we saw and we knew, just like a friend.
00:20:11.920 --> 00:20:16.319
If you don't keep in contact with a friend, pretty soon the friendship kind of dissolves.
00:20:16.559 --> 00:20:21.519
So what we often hear is, well, they didn't give us a referral or they're not referring.
00:20:21.759 --> 00:20:25.359
But we know they're referring because a hospital isn't a hotel.
00:20:25.599 --> 00:20:26.880
They're referring people out.
00:20:27.039 --> 00:20:30.640
And so if they see you, they're gonna start to know you.
00:20:30.799 --> 00:20:37.279
But if you're only stopping in every six or eight weeks, there's probably been 20 other home care companies or home health companies in there.
00:20:37.440 --> 00:20:39.359
So you really have to develop a relationship.
00:20:39.519 --> 00:20:43.680
It isn't always about getting the business because some of the business may not be right for you.
00:20:44.240 --> 00:20:51.279
It's about getting to know how you can solve that referral source's biggest headache or biggest issue.
00:20:51.599 --> 00:20:51.839
Yes.
00:20:51.920 --> 00:20:52.559
Okay, great.
00:20:52.720 --> 00:20:54.240
That's that's an excellent point.
00:20:54.480 --> 00:20:59.599
Um, okay, here's another that question a question that came in, um, and I'll I'll paraphrase it.
00:21:00.079 --> 00:21:04.640
It has to do with uh staffing challenges and caregiver turnover.
00:21:04.880 --> 00:21:15.519
So, what support do the coaches provide to our franchise owners who are dealing with those challenges of you know, a staff turnover or a caregiver turnover?
00:21:16.480 --> 00:21:22.240
Yeah, and I'll re I'll refer back to something I said early on when I said use your coach as kind of your sounding board.
00:21:22.319 --> 00:21:26.400
You know, an owner who comes to us from a maybe they worked at a larger company.
00:21:26.559 --> 00:21:30.559
There was probably an HR director, an account manager, a secretary.
00:21:30.720 --> 00:21:32.000
They had all these people.
00:21:32.480 --> 00:21:35.680
Uh HR is hard.
00:21:36.000 --> 00:21:39.279
Caregivers all come from different walks of life.
00:21:39.680 --> 00:21:51.279
And so sometimes uh owners have a perception that caregivers are all single parents, or they're all a certain age, or they only want to go so many miles.
00:21:51.519 --> 00:21:58.240
And so what we try to do is when we're in the office, we usually try to meet with a couple of caregivers as well just to ask general questions.
00:21:58.480 --> 00:21:59.599
Do you feel appreciated?
00:22:00.000 --> 00:22:01.519
How are you recognized?
00:22:01.759 --> 00:22:07.279
Um, what we try to say is treat your caregivers the same way you would treat your clients.
00:22:07.759 --> 00:22:10.880
Because if you think about it, you don't have a business without caregivers.
00:22:11.119 --> 00:22:16.400
You can have all the clients in the world, but if there's nobody to take care of them, so really is it the chicken or the egg?
00:22:16.559 --> 00:22:18.319
Who's more important, the client or the caregiver?
00:22:18.640 --> 00:22:18.880
Yeah.
00:22:19.279 --> 00:22:26.079
They're equally as important, but I think most owners who come in think the client is the important one because they're the ones paying.
00:22:26.240 --> 00:22:28.799
You got to have good caregivers, or you're not gonna have clients.
00:22:29.039 --> 00:22:29.279
Yes.
00:22:29.440 --> 00:22:30.640
Yes, okay, great.
00:22:30.799 --> 00:22:35.680
And and perhaps that this next question is related to your last answer here.
00:22:35.839 --> 00:22:44.400
Um, but in your opinion, what are maybe one or two of the biggest mistakes new owners should avoid?
00:22:44.799 --> 00:22:50.079
You know, so uh the mistakes that are commonly made as a brand new owner to the right-at-home system.
00:22:50.480 --> 00:22:58.640
Um, so just so our listeners uh who are are watching, you know, our viewers who are watching right now, um, they become franchise owners and they're gonna know it.
00:22:59.039 --> 00:23:02.480
I remember Ryan Curtis said that on a Tuesday talk with Jen.
00:23:02.559 --> 00:23:04.000
So I'm gonna avoid that.
00:23:04.160 --> 00:23:11.519
So just you know, a couple examples that you can provide, like if you become a right-at-home franchise owner, try to avoid blank.
00:23:12.559 --> 00:23:21.599
The biggest things use the franchise and our knowledge, our 30 plus years experience to your benefit.
00:23:21.920 --> 00:23:23.759
We have no reason to steer you wrong.
00:23:23.920 --> 00:23:27.039
So I always tell my owners, I'll use a baking analogy.
00:23:27.279 --> 00:23:30.400
If you're gonna make cookies, follow our recipe for the first year.
00:23:30.559 --> 00:23:32.880
Make those the best sugar cookies you can.
00:23:33.200 --> 00:23:40.559
After a year, you want to start adding little things and doing it, you know, adding some different things that are more specific to your business, that's great.
00:23:40.880 --> 00:23:42.880
But follow the basics to begin with.
00:23:43.119 --> 00:23:43.440
Great.
00:23:43.759 --> 00:23:44.000
Okay.
00:23:44.319 --> 00:23:48.720
You spent a lot of money to buy the franchise, use it for what you paid.
00:23:48.880 --> 00:23:52.240
You know, use the benefits, use the coaching, use all those tools.
00:23:52.480 --> 00:23:55.680
The second thing is never stop recruiting.
00:23:55.920 --> 00:24:03.440
Um, most of our caregivers work for multiple agencies because they're not gonna probably get 40 hours a week or whatever they need to support their family or not.
00:24:03.759 --> 00:24:07.279
Oftentimes, what we see is, oh, I have too many caregivers, I don't have enough clients.
00:24:07.359 --> 00:24:09.200
So we stop recruiting the caregivers.
00:24:09.599 --> 00:24:14.640
And then we can't grow the business because we don't have enough caregivers to really support growing the business.
00:24:14.799 --> 00:24:24.400
So we always say just keep recruiting, and then you're gonna want to treat your caregivers with the most dignity and respect you can, because even if they're not working for you today, you may need them next week.
00:24:24.480 --> 00:24:28.880
And so you need to constantly keep in contact with them, constantly let them know that you appreciate them.
00:24:28.960 --> 00:24:30.480
So just do things to recognize them.
00:24:30.720 --> 00:24:32.559
Could be a simple phone call saying, Hey, how are you?
00:24:32.640 --> 00:24:34.240
I know you haven't been on the shift for a while.
00:24:34.400 --> 00:24:35.519
We really appreciate you.
00:24:35.680 --> 00:24:36.640
Just want to check in.
00:24:36.960 --> 00:24:37.680
Yeah, okay.
00:24:37.839 --> 00:24:38.400
That's great.
00:24:38.559 --> 00:24:40.319
Great, great pieces of advice.
00:24:40.480 --> 00:24:52.640
Um, this next question it says, What gives you the most confidence that someone investing in a ride at home franchise today has the opportunity to build a thriving business?
00:24:54.799 --> 00:24:56.960
Again, I'm just gonna go from my experience.
00:24:57.119 --> 00:25:02.559
Um, those who participate in all that we have to offer.
00:25:02.720 --> 00:25:04.799
So you bought into the franchise.
00:25:04.880 --> 00:25:08.319
Um, just today, for example, we do takeoff Tuesday every Tuesday.
00:25:08.400 --> 00:25:10.160
Um, it's right before this call here.
00:25:10.319 --> 00:25:13.839
But um we have a lot of owners who I see on there every week.
00:25:14.000 --> 00:25:17.119
These are owners, I have owners that have been in the system almost 30 years.
00:25:17.359 --> 00:25:21.039
They don't miss a week because they figure they can get a little nugget from something.
00:25:21.119 --> 00:25:26.480
So I would say make sure that you again take advantage of everything we have.
00:25:26.799 --> 00:25:39.039
And if you jump on a call or if we send you a mailer that's got certain information in it, or there's a new tool, or there's a new best practice, don't assume you know it all, because there's probably a new nugget in there.
00:25:39.279 --> 00:25:45.920
And again, these nuggets aren't things we think about, these are things that are actually working out in the field by other owners.
00:25:46.000 --> 00:25:49.200
And we're just sharing that with you so that you can be as successful as possible.
00:25:49.519 --> 00:25:49.759
Yes.
00:25:49.839 --> 00:25:51.279
And so I'm gonna translate that.
00:25:51.359 --> 00:26:00.480
And and by the way, for for our listeners who don't know what um Take Off Tuesday is, that is it's basically our weekly town hall.
00:26:00.960 --> 00:26:04.880
So every Tuesday, we call it Takeoff Tuesday, every Tuesday.
00:26:05.119 --> 00:26:13.119
Um it's a platform in which everybody joins a virtual environment where it's our our entire franchise system is invited.
00:26:13.359 --> 00:26:27.680
Office staff members, corporate staff members, we all get on this massive town hall webinar and have a very specific agenda of things that we uh you know have on the agenda to cover for the hour and a half that we are on in this you know, virtual call.
00:26:27.839 --> 00:26:30.799
Um, so super informative, it's super informative.
00:26:30.880 --> 00:26:32.559
It happens every Tuesday.
00:26:32.960 --> 00:27:10.559
Um and um in addition to that, so Brian, to kind of paraphrase what you just said, to me, it sounds like engaging with the franchiser and taking advantage of everything that we have to offer to me, um, and it sounds like to you as well, that that is gonna be really the the number one thing that's gonna set you apart from a franchise owner that maybe isn't going to thrive as much because why not take advantage of everything that we have to offer to you as a franchise owner?
00:27:10.640 --> 00:27:13.359
And we have a lot to offer, trust me.
00:27:13.839 --> 00:27:18.960
Brian and I only have 30 minutes on this call, but we could talk, we could talk for for much longer.
00:27:19.119 --> 00:27:20.880
But um we just have so much to offer.
00:27:20.960 --> 00:27:31.759
So I think it's it's incredibly important to to stay engaged with your coach, um, A, and B, uh take advantage of all the tools and resources that we have to help you and support you.
00:27:32.240 --> 00:27:39.119
Jenna, if I can just add something, because one thing that goes along with that is take advantage of the relationships you have with your neighbors as well.
00:27:39.440 --> 00:27:41.440
Right at home is a huge system.
00:27:41.920 --> 00:27:47.920
And just today on our Takeoff Tuesday, we had three owners who were sharing how they work with their neighbor.
00:27:48.000 --> 00:28:01.440
And if you think about it, if I'm a referral source, if I'm a hospital and I discharge all over the state of whatever, California, I want to work with somebody who has offices all over the state of California.
00:28:01.680 --> 00:28:10.240
So get to know your neighbors, make sure you're working with them, co-market together, because if you can make it easy for the people who are referring, they're going to refer to you every time.
00:28:10.400 --> 00:28:10.480
Yes.
00:28:10.799 --> 00:28:16.640
If it's homework and they have to figure out now what what area am I going to, or what was the name of that company, it's harder.
00:28:16.799 --> 00:28:18.240
So we're right at home.
00:28:18.400 --> 00:28:23.359
It doesn't matter if you're right at home of Iowa or Missouri or California, we're all right at home.
00:28:23.440 --> 00:28:26.160
That's all we need to do, and then just refer back and forth.
00:28:26.240 --> 00:28:30.400
If they call the wrong office, get it to the right office, but we're just one company right at home.
00:28:30.640 --> 00:28:30.880
Yes.
00:28:31.039 --> 00:28:31.279
Okay.
00:28:31.440 --> 00:28:38.799
And I know that we only have a couple minutes left, but uh there's a great question that just came in, and this has to do with uh resale opportunities.
00:28:39.039 --> 00:28:46.480
So the question is how do you evaluate the scope for growth when you're buying an existing business?
00:28:46.640 --> 00:29:00.640
So a business, if you're buying a resale opportunity, a business that's been open and operating for several years, you know, how how does the coach, you know, get together with that new franchise owner and say, all right, so you you purchased an existing business.
00:29:00.960 --> 00:29:06.720
Let's kind of measure, you know, what growth looks like for you and and and how is that established?
00:29:07.519 --> 00:29:07.839
Yeah.
00:29:07.920 --> 00:29:13.279
I mean growth doesn't necessarily necessarily mean getting bigger.
00:29:14.000 --> 00:29:25.119
It means operating more efficiently, scaling your business, making sure that your processes that you have in place today can grow with you as you're growing that business.
00:29:25.359 --> 00:29:33.920
So when you buy a resale, if you're an existing owner, we've already worked with you a little bit because we have a process that we go through to help you evaluate uh what it is.
00:29:34.079 --> 00:29:37.279
But again, back to some personal things that I've done with mine.
00:29:37.680 --> 00:29:41.200
We sit down and we look at, you know, what is gonna work?
00:29:41.759 --> 00:29:42.960
You bring in a new business?
00:29:43.119 --> 00:29:44.880
Do you have more caregivers over in this area?
00:29:45.039 --> 00:29:47.039
Do you have a marketing team over in this area?
00:29:47.200 --> 00:29:48.880
Do you have an office in this area?
00:29:49.119 --> 00:29:54.559
So it's it's really looking at why are you buying the business or why did you buy the business?
00:29:55.119 --> 00:29:56.880
And now let's look at the systems.
00:29:57.119 --> 00:30:04.640
Can we centralize scheduling in this office and then open a little satellite office that maybe has a marketer and a care coordinator in it?
00:30:04.720 --> 00:30:09.279
So it's it's looking at the big picture and again going back to that business performance plan.
00:30:09.359 --> 00:30:12.480
Yes, you know, your strategic business plan and saying, okay, what was your goal?
00:30:12.559 --> 00:30:17.599
Yeah, you wanted to make so much in profit or you wanted to grow so much this year, 5%.
00:30:18.240 --> 00:30:19.359
How is this going to do it?
00:30:19.440 --> 00:30:21.119
And then we just kind of work the plan backwards.
00:30:21.279 --> 00:30:21.599
Yes.
00:30:21.759 --> 00:30:22.640
Okay, perfect.
00:30:22.720 --> 00:30:24.079
And we're we're out of time, Brian.
00:30:24.160 --> 00:30:31.200
Is there anything that we did not cover that you would like to leave as final thoughts to our listeners today?
00:30:31.519 --> 00:30:38.720
No, just the the one thing I would say again, I just want to reemphasize this, and I can't say it enough times, is take advantage of all we have to offer.
00:30:38.799 --> 00:30:39.039
Yes.
00:30:39.200 --> 00:30:45.359
I I sometimes I get a little frustrated with my owners, and they would tell you the same as I'm constantly saying I didn't see you on that call.
00:30:45.440 --> 00:30:51.759
I really wish you would have been on that call because there's so much that you can get from calls and collateral materials and talking with your neighbors.
00:30:51.839 --> 00:30:52.799
So just stay involved.
00:30:52.880 --> 00:30:54.559
That's why you got involved in the C S Day.
00:30:54.720 --> 00:30:55.599
Yes, I agree.
00:30:55.759 --> 00:30:56.799
Okay, thank you so much.
00:30:56.880 --> 00:31:00.000
I know you're a busy guy, so thank you for taking the time to visit with me.
00:31:00.079 --> 00:31:02.720
I appreciate you, and I know that our listeners do as well.
00:31:02.799 --> 00:31:03.440
So thank you.
00:31:03.680 --> 00:31:04.480
Thank you, Jen.
00:31:04.640 --> 00:31:05.039
Thank you all.
00:31:05.440 --> 00:31:06.480
All right, until next time.
00:31:06.559 --> 00:31:06.960
Bye.
00:00:00.800 --> 00:00:04.959
Hello everyone and welcome to this Tuesday talk.
00:00:05.120 --> 00:00:09.599
I have my friend Brian joining me today as our special guest.
00:00:09.839 --> 00:00:12.640
And I'll have Brian introduce himself in just a moment.
00:00:12.800 --> 00:00:17.519
But for our live listeners, we love audience participation.
00:00:18.079 --> 00:00:24.960
So you can do that by means of clicking on the QA button on your Zoom screen.
00:00:25.199 --> 00:00:29.839
Most likely at the bottom of your screen might be at the top, depending on how you have things set up.
00:00:30.160 --> 00:00:36.240
If you don't see that QA button, you can expand it by clicking the More button that is a circle with three dots in it.
00:00:36.640 --> 00:00:39.759
Click that and within there, there should be the QA button.
00:00:39.920 --> 00:00:44.479
So once you open up that uh box, you can type in a question.
00:00:44.799 --> 00:00:47.280
Brian, I will watch the QA box.
00:00:47.439 --> 00:00:50.640
Um, as questions come in, you don't need to monitor that.
00:00:50.799 --> 00:00:57.920
So as you and I are visiting over the course of the next 30 minutes, I will make sure to get those questions asked so you can answer them.
00:00:58.000 --> 00:00:59.119
Does that sound like a plan?
00:00:59.679 --> 00:01:00.000
Perfect.
00:01:00.079 --> 00:01:00.320
Thank you.
00:01:00.560 --> 00:01:01.280
Okay, awesome.
00:01:01.439 --> 00:01:05.280
So if you would please introduce yourself to our listeners.
00:01:06.000 --> 00:01:06.959
Well, thank you, Jen.
00:01:07.120 --> 00:01:10.719
My name is Brian Curtis, and I'm the business performance manager here at Wright at Home.
00:01:10.879 --> 00:01:20.879
I've been with Right at Home now for almost 11 and a half years and started out as a business performance coach, basically coaching owners in the Northeast.
00:01:20.959 --> 00:01:26.799
And now I manage the business performance coaches and have a smaller portfolio of owners that I still manage.
00:01:27.120 --> 00:01:27.439
Okay.
00:01:27.599 --> 00:01:29.920
I would say that you are the coach of the coaches.
00:01:30.560 --> 00:01:32.000
I'm the coach of the coaches.
00:01:32.159 --> 00:01:32.719
Yes.
00:01:33.120 --> 00:01:59.599
Okay, so I'm going to take advantage of that fact today with you being the coach of the coaches and knowing that uh being a business performance coach here at Right at Home is a very key role that we have here as essentially the point person and the point of contact, the main point of contact for our franchise owners when it comes to help, support, and guidance.
00:02:00.159 --> 00:02:18.400
Granted, there are a ton of people last I checked between 110 and 120 people that are employed here at the corporate, all the varying roles of support for franchise owners, but the coaches are the main point of contact and the key point and relationship for a franchisee.
00:02:19.120 --> 00:02:39.680
So I want to start just at the beginning, knowing that our listeners right now, it's a group of individuals who are thinking about joining right-at-home as a right-at-home franchise owner, either purchasing a brand new territory and starting from scratch, or purchasing one of our resale opportunities, which is an established business with staff and clients and all of those things.
00:02:39.759 --> 00:02:45.840
But either way, both opportunities are fully supported by a coach of some kind.
00:02:46.240 --> 00:02:56.879
So let's start at the very beginning and talk about starting at the very beginning, pretending like we've got a franchise owner who just opened their business.
00:02:57.120 --> 00:03:09.680
So leading up to this point, um, opening a business, there's there's a ton of things that have happened up to this point, which we've had lots of Tuesday talks talking about onboarding and training and all of that.
00:03:09.919 --> 00:03:17.759
So I encourage you to check our library of resources if you want more information on um onboarding with Ryan at home and training.
00:03:17.919 --> 00:03:27.439
So um uh, but for this uh particular uh Tuesday talk, as we're visiting with Brian, I want to start with, okay, let's pretend my business just opened.
00:03:27.680 --> 00:03:38.879
So um as a uh business performance coach from day one, brand new franchise owner, business just opened, what is the role of a business performance coach?
00:03:39.599 --> 00:03:44.960
Well, if you're starting at the beginning, we start with the Right Start Coach, which is a business performance coach.
00:03:45.120 --> 00:03:53.039
So we have two right start coaches um who will work with new owners, whether they're resale or brand new uh territory.
00:03:53.280 --> 00:04:04.159
But these are individuals who will basically be with them for the first three months or so, um, kind of taking them through all of the steps that will take them to opening their office.
00:04:04.719 --> 00:04:09.439
So they really develop a very strong sense of relationship with that business performance coach.
00:04:09.599 --> 00:04:22.079
They'll go through some online learning, they'll go through some uh self-learning, and then they'll also talk with various subject matter experts, which are all um support people who work with the coaches.
00:04:22.399 --> 00:04:33.759
After the first three months or so, um, and they come to what we call residence week, and I'm not going to get into that right now, but after residence week, then they'll be assigned to their actual coach.
00:04:34.079 --> 00:04:37.839
And the coach is kind of divided up by territories, if you will.
00:04:37.920 --> 00:04:45.759
Uh kind of depends on what part of the region the new franchise is in, and they would be assigned to a coach who kind of takes care of that region.
00:04:46.079 --> 00:04:46.319
Okay.
00:04:52.879 --> 00:04:59.439
But we're kind of that point of contact to make sure that we're your guide, somebody you can count on, somebody you can trust to get all of your answers.
00:04:59.759 --> 00:05:00.000
Yes.
00:05:00.079 --> 00:05:01.360
And and we do thank you for that.
00:05:01.439 --> 00:05:02.399
And we do that on purpose.
00:05:02.480 --> 00:05:05.680
And it would be the same for uh, you know, a resale buyer of ours.
00:05:05.839 --> 00:05:17.040
We do that on purpose because uh in both cases, if you're a brand new person starting a business from scratch, or you're a brand new person to Right at Home who is taking over one of our resale opportunities.
00:05:17.199 --> 00:05:21.439
The common denominator is that you are a brand new owner to Right at Home.
00:05:21.600 --> 00:05:33.199
Um, so there's a different level of support when it comes to supporting someone who is brand new to our business, whether that be a brand new resale um owner or a brand new territory owner.
00:05:33.519 --> 00:05:50.560
Um and the right start coaches just provide that additional level of oversight for somebody who is brand new to our system versus a business performance coach who is working with franchise owners who have been in our system for several months and several years.
00:05:51.120 --> 00:05:59.680
So now let's talk about once a franchise owner has transitioned from their right start manager to more of their permanent coach.
00:06:00.000 --> 00:06:10.319
Can you just give a general description of what that support sounds like, looks like to um a brand new franchise owner or a franchise owner who is established?
00:06:11.120 --> 00:06:14.319
And I would just say this take advantage of your business performance coach.
00:06:14.480 --> 00:06:15.279
We're here for you.
00:06:15.439 --> 00:06:17.040
That's our sole purpose.
00:06:17.199 --> 00:06:21.680
That is our number one thing on our job description is to take care of those franchisees.
00:06:21.759 --> 00:06:26.319
So basically, what we do is we become your mentor, if you will.
00:06:26.480 --> 00:06:31.920
We help you take what you've learned from your right start coach and put it into action.
00:06:32.160 --> 00:06:36.079
We help you integrate into the system so you get to know your neighbors.
00:06:36.240 --> 00:06:38.480
Um, we kind of take you to that next level.
00:06:38.639 --> 00:06:41.680
So we're basically here to be your support system.
00:06:41.839 --> 00:06:45.120
Just like if you're thinking about sports, what does a coach do?
00:06:45.279 --> 00:06:55.920
We try to take all of your skills, what we've taught you during that right start process, and we try to make those through practice and through redundancy of doing them over and over again.
00:06:56.160 --> 00:07:08.879
You're going to become so familiar with what home care is, how to sell it, how to market it, how to take objections, how to work with families who maybe are having a difficult time making decisions.
00:07:08.959 --> 00:07:11.439
It's basically being there to support you.
00:07:11.680 --> 00:07:16.720
Um, when you think of who wants to be a millionaire, we're your call a friend.
00:07:16.800 --> 00:07:22.079
We're that person who you can pick up the phone and talk with us about anything you need to talk with.
00:07:22.319 --> 00:07:25.199
Um, and so we may not have all the answers.
00:07:25.360 --> 00:07:29.519
And I I would do want to stress this a business performance coach isn't gonna have all the answers.
00:07:29.600 --> 00:07:31.040
We're gonna have those subject matter experts.
00:07:31.120 --> 00:07:38.160
So we're gonna know a lot, a little bit about a lot, and then when we want the real details, we're gonna go to those subject matter experts.
00:07:38.240 --> 00:07:42.480
But we're gonna be the one that introduces you to them and holds your hand and kind of walks you through all of that.
00:07:42.800 --> 00:07:44.800
Okay, so can you explain?
00:07:45.120 --> 00:07:57.600
Can you explain to our listeners what a strategic business plan is, um, and how it's why it's created, um, how it's created, and how it's used.
00:07:58.639 --> 00:07:59.199
Sure.
00:07:59.439 --> 00:08:00.879
I I talk with my owners.
00:08:00.959 --> 00:08:02.720
I I say it's like planning for a vacation.
00:08:02.879 --> 00:08:06.240
If you don't have a plan, you're never gonna get to where you want to go.
00:08:06.800 --> 00:08:09.279
And part of the plan of going on a vacation is planning, right?
00:08:09.360 --> 00:08:12.000
You kind of want to know where you're gonna go, what you're gonna see.
00:08:12.160 --> 00:08:14.319
So a strategic business plan is much like that.
00:08:14.399 --> 00:08:20.720
It's the plan that's individualized for each of our owners based on what their goals are.
00:08:22.560 --> 00:08:24.800
What kind of profit do they want to make?
00:08:25.360 --> 00:08:34.799
What part of their territory are they gonna need to focus on more so than another part of their territory, maybe because there's no caregivers in a particular area, it's a smaller area for caregivers.
00:08:34.960 --> 00:08:38.000
And over on this side of the territory is more of your owners.
00:08:38.240 --> 00:08:49.919
So it's it's really the plan that helps you determine your profitability, determine your pricing, determine what your office staff are gonna look like because you need to know what is it gonna take to achieve that ultimate goal.
00:08:50.080 --> 00:08:51.440
So it's your goal setting document.
00:08:51.919 --> 00:08:53.679
Okay, and when is that created?
00:08:53.840 --> 00:08:55.759
At what point in in the year?
00:08:56.399 --> 00:09:02.320
It's it's actually created, it's it's starting to be created by the right start coach.
00:09:02.559 --> 00:09:04.639
So we talk about what is your break-even.
00:09:05.039 --> 00:09:08.240
And we know it's gonna take some time to actually make profit.
00:09:08.320 --> 00:09:17.200
And so we we we've talked about what is it gonna take in terms of hours, number of clients, and then how many caregivers are you gonna need to support those clients.
00:09:17.360 --> 00:09:20.480
So it's basically a plan that starts in right start, and then we take it.
00:09:20.559 --> 00:09:23.759
It's generally done in the fall of the year, so we're doing it right now.
00:09:23.919 --> 00:09:24.159
Yep.
00:09:24.320 --> 00:09:28.799
Um, it's usually done in October, November because we're on an annual fiscal year, calendar fiscal year.
00:09:28.879 --> 00:09:29.039
Yes.
00:09:29.360 --> 00:09:35.679
So we know what your goals are gonna be for for the next year, and then the coach works with you based on your plan.
00:09:35.919 --> 00:09:43.440
Um, my owners, we meet pretty much monthly, so we'll have a half an hour to an hour call every month, and we talk through the plan.
00:09:43.840 --> 00:09:49.120
We we goal set early and then we walk through that plan, we make adjustments as necessary.
00:09:49.360 --> 00:09:51.759
Sometimes things don't work out just as you planned.
00:09:52.000 --> 00:10:01.440
Hard to believe, but sometimes maybe you didn't get enough caregivers recruiting, or maybe the economy changed, or maybe you got you know some competition that moved in that you didn't know about.
00:10:01.519 --> 00:10:06.000
And so we have to be able to adjust that plan throughout the year, but it's it's basically the foundation of your business.
00:10:06.240 --> 00:10:06.480
Okay.
00:10:06.639 --> 00:10:19.200
And a question came in while you were answering that question, and I believe you've already answered it partially, but this question says, is there an established slash recommended cadence of meeting with a performance coach?
00:10:19.279 --> 00:10:36.960
Which you said generally it's it's it's a monthly meeting, but um, I I do gather like you're gonna meet regularly with your franchise owner as needed, whether that's weekly at first, monthly, quarterly, it's it's adjusted kind of based off of the needs of the franchise owner.
00:10:37.039 --> 00:10:37.840
Is that correct?
00:10:38.240 --> 00:10:38.799
Absolutely.
00:10:38.960 --> 00:10:46.399
So we generally want to start your right start coach is going to be meeting with you frequently, multiple times during a week.
00:10:46.559 --> 00:10:46.720
Yep.
00:10:46.960 --> 00:10:51.279
Generally, when it gets to the actual business performance coach, you can meet as you said.
00:10:51.360 --> 00:10:54.080
If you want to, I get some owners, it's it is weekly.
00:10:54.159 --> 00:10:55.519
It's a 15-minute touch base.
00:10:55.759 --> 00:10:58.000
They want to just have somebody they can bounce an idea.
00:10:58.399 --> 00:11:00.240
Others, they meet every other month.
00:11:00.399 --> 00:11:03.039
So it kind of depends on where you are in your business.
00:11:03.200 --> 00:11:05.600
But let me just say that we're free.
00:11:05.840 --> 00:11:06.960
We're here for you.
00:11:07.519 --> 00:11:12.399
And so if you're bought into a franchise system, use the benefits of a franchise system.
00:11:12.480 --> 00:11:20.399
Make sure you're having those regular calls with your coaches, make sure you're utilizing them for what you're paying your uh franchise royalty fees for.
00:11:21.279 --> 00:11:21.600
Okay.
00:11:21.840 --> 00:11:27.759
And then when you actually meet with franchise owners, what happens on those calls?
00:11:28.000 --> 00:11:37.120
So assuming that you are discussing KPIs, and this was the second half of this listener's question, uh, it says, I'm assuming you are discussing KPIs.
00:11:37.279 --> 00:11:41.039
Um, so um, and that's why I asked about the strategic business plan.
00:11:41.120 --> 00:11:46.480
So, how is this strategic business plan incorporated into these regular meetings with franchise owners?
00:11:46.559 --> 00:11:53.039
And what kind of KPIs are are you watching or measuring uh as you meet and discuss with franchise owners?
00:11:53.360 --> 00:11:53.679
Right.
00:11:53.919 --> 00:12:03.120
Well, we generally have an agenda, and so we always want to start out, and if you think about it, most of our owners that we have currently, they've come from another business.
00:12:03.279 --> 00:12:05.519
There are a few that have never worked in a business.
00:12:05.600 --> 00:12:11.360
This is their first business they're gonna run, but a lot of them have worked in other companies, and so they're used to being around lots of people.
00:12:11.519 --> 00:12:19.039
So our calls usually start off with tell us something good that happened in your business this week, personal and professional, because this is their opportunity.
00:12:19.120 --> 00:12:24.320
They don't have a large staff at the beginning to talk to, so it's a chance for us to build a relationship, get to know who they are.
00:12:24.559 --> 00:12:28.720
From there, then we focus on what were the goals that we set from your last call.
00:12:28.879 --> 00:12:29.679
So we'll review.
00:12:29.840 --> 00:12:31.919
Did we follow through with what we said we were gonna do?
00:12:32.000 --> 00:12:35.679
And we make sure that the owners are following through with what they want to follow through with.
00:12:35.840 --> 00:12:37.679
Then we do jump into the KPIs.
00:12:37.840 --> 00:12:47.279
The KPIs are generally in the simplest form we're gonna talk about number of hours, number of clients, and then expenses.
00:12:47.840 --> 00:12:48.000
Okay.
00:12:48.480 --> 00:12:52.159
Caregivers, of course, fall right in there because you can't scale your business.
00:12:52.320 --> 00:13:00.159
I mean, you can go out and get all the clients you want, but if you're not working on getting caregivers, it's gonna be hard to support those clients.
00:13:00.480 --> 00:13:05.919
So depending on the business, you know, the KPIs can be focused on conversion rates.
00:13:06.080 --> 00:13:11.600
Maybe your phones are ringing, you're getting lots of people calling in for business, but you're not converting them.
00:13:11.679 --> 00:13:14.879
So that may be the KPI that we're talking about with that particular author.
00:13:15.279 --> 00:13:28.720
It could be that you don't have enough caregivers, and so we spend a lot of time on talking about caregivers, where to recruit, we talk about competition in town, we talk about um doing mystery shops or finding out what the pricing is around.
00:13:28.799 --> 00:13:40.000
So it varies, but it's always going to focus in on um basically your hours, your finances, and your caregivers are gonna be the three main things, and then we'll drag you down based on the individual territories.
00:13:40.639 --> 00:13:41.919
Can you describe?
00:13:42.559 --> 00:13:43.120
Thank you for that.
00:13:43.200 --> 00:13:44.799
Sorry to sorry to interrupt you, Brian.
00:13:45.039 --> 00:13:58.960
Can you describe some of the uh platforms or tools or resources that we provide to franchise owners so they can watch those KPIs, measure those, see those KPIs?
00:13:59.039 --> 00:14:05.840
Am I are they going to several different websites, several different areas checking this and that and having to keep track on their own spreadsheet?
00:14:06.000 --> 00:14:12.480
Or is there something that's um easily for uh for them to access and and monitor on a regular basis?
00:14:13.200 --> 00:14:14.320
You said spreadsheets.
00:14:14.399 --> 00:14:18.720
That's a nasty word here because we have lots of software that'll do the work for you.
00:14:18.879 --> 00:14:24.879
So sometimes it is just a matter of retraining people to say, use the softwares that we're requiring you to use.
00:14:25.039 --> 00:14:33.440
So while Sky happens to be a software that we use that kind of tracks, does our billing and our invoicing, and it tracks who our clients and who our caregivers are.
00:14:33.679 --> 00:14:37.600
Within all of our softwares, there are reporting mechanisms within there.
00:14:37.759 --> 00:14:45.440
So we can basically pull out any KPI as long as you are providing that information to the system that you're entering into.
00:14:45.600 --> 00:14:51.759
So again, a key tip here would be from the beginning, just get in the mindset of information in is what you're gonna get out.
00:14:52.240 --> 00:15:02.879
If we ask you to put information in, you want to put it in because all of that information is gonna make your job setting those goals, putting that business strategic plan together much easier because the numbers don't lie.
00:15:02.960 --> 00:15:06.000
And so if you put it in the system, it's gonna spit out the reports that we need.
00:15:06.320 --> 00:15:06.559
Yes.
00:15:06.720 --> 00:15:08.320
Okay, good, a great point.
00:15:08.480 --> 00:15:30.559
And you know, a frequently asked question that that we receive on the franchise development team, and and and this is more so uh back in the day when there wasn't, you know, this this virtual reality where we could, you know, you and I right now are are, you know, recording an interview, you know, online and I'm able to see you and connect with you as if you know we're right here uh together in person.
00:15:31.120 --> 00:15:41.200
Um so um a frequently asked question that we get on the franchise development team is how often is my coach going to come to see me for a market visit visit, you know, in person?
00:15:41.519 --> 00:15:49.840
Granted, we have a lot of touch points between the coach and the franchise owner virtually and at the cadence that that you establish with your coach.
00:15:50.000 --> 00:15:55.759
So you're gonna be in constant communication with your coach uh via uh phone call or Zoom.
00:15:55.840 --> 00:16:05.519
Um, but can you describe um what happens in an in-person visit and how frequently those occur between the coach and the franchisee?
00:16:06.159 --> 00:16:06.480
Sure.
00:16:06.720 --> 00:16:10.000
We try to get into the office in person every 18 months.
00:16:10.159 --> 00:16:11.919
So 18 months to two years.
00:16:12.000 --> 00:16:15.919
Um I can tell you this year I've been in one office three times because they'd requested it.
00:16:16.000 --> 00:16:19.440
They had a turnover in a salesperson, they were struggling a little bit.
00:16:19.519 --> 00:16:25.840
And so, based on our travel, oftentimes I can put an extra day in, and if I need to see somebody a second or third time, we can do that.
00:16:26.000 --> 00:16:31.039
So every 18 to two months, um, but we certainly can come more frequently if you need it.
00:16:31.360 --> 00:16:36.639
Um then as far as what is discussed, uh, we always want to get in the office just to kind of get a feel for what is the staff?
00:16:36.879 --> 00:16:38.960
I mean, you can kind of get a feel for how the business is going.
00:16:39.039 --> 00:16:40.879
Does the staff work as a team?
00:16:41.039 --> 00:16:42.720
Um, are the phones ringing?
00:16:43.200 --> 00:16:50.559
So we're gonna spend some time in the office meeting with the owner, just kind of talking about their operations, what's working, maybe what isn't working.
00:16:50.720 --> 00:17:00.720
We're gonna share things that are working in other offices, um share things from their state where their office is located, from their areas, so they can kind of compare themselves to others.
00:17:00.799 --> 00:17:02.639
Um and then we usually go out and travel.
00:17:02.720 --> 00:17:09.359
So when the coaches are there, we'll go out and travel with if it's the owner who's doing the marketing or if they have a salesperson, we'll go out and travel with them.
00:17:09.519 --> 00:17:20.000
We'll maybe go into a home and do a home assessment just to kind of see and for them to see from us how to maybe improve if they've got an area that they're not as comfortable talking about.
00:17:20.160 --> 00:17:26.400
We can kind of demonstrate for them how to do a sales call, and then they can mimic it back to us at the next sales call.
00:17:26.480 --> 00:17:30.880
So it's it's more of a show and tell, and let's see if we can learn from each other.
00:17:31.440 --> 00:17:35.359
Because what we are teaching you, we've learned from a lot of the other owners.
00:17:35.440 --> 00:17:38.480
And so we want to make sure that we're teaching you what works.
00:17:38.720 --> 00:17:44.480
And so we have our basic uh principles that we follow, but a lot of things are just what's working out in the field today.
00:17:45.200 --> 00:17:46.160
Okay, awesome.
00:17:46.240 --> 00:17:46.720
Thank you.
00:17:46.880 --> 00:17:49.119
And here's a question that came in from one of our listeners.
00:17:49.200 --> 00:17:49.920
I'll read it to you.
00:17:50.000 --> 00:17:58.559
It says, Can you share an example of a significant challenge a franchisee faced and how Right At Home helped them navigate it?
00:18:01.200 --> 00:18:04.400
Um, I'm I'll I'll think of one uh California owner.
00:18:04.559 --> 00:18:14.000
I have uh I'm I I took over a couple of the California owners because there are a lot of owners in California and we had a lot of them start at the same time, so I took over some of those owners.
00:18:14.240 --> 00:18:23.119
And one of the issues that um we had helped this particular owner with was they weren't going out in marketing face-to-face.
00:18:23.359 --> 00:18:27.359
We are a business that really we're relationship building.
00:18:27.519 --> 00:18:29.920
That's where you get your businesses through relationship building.
00:18:30.000 --> 00:18:44.319
And this particular owner was spending a lot of money on uh getting leads through Google and and other areas like that, buying leads, but was not spending any time out doing face-to-face marketing or networking or going to any of those groups.
00:18:44.400 --> 00:18:47.599
And so I actually spent four days in this person's office.
00:18:47.680 --> 00:18:52.480
Uh we reviewed all of his um competitors, what they were doing.
00:18:52.559 --> 00:19:03.039
We talked about where he was going to get make sales calls, we talked about what organizations he was in, and then we spent two days and we just marketed.
00:19:03.440 --> 00:19:06.720
I think part of his issue was he was afraid to go out.
00:19:06.880 --> 00:19:10.319
Yeah, his assumption was when I go out, I've got to get a client.
00:19:10.480 --> 00:19:11.519
And you can't get a client.
00:19:11.599 --> 00:19:12.559
That's about relationships.
00:19:12.640 --> 00:19:17.759
It may take you six times going into a hospital or into a uh retirement community to get that.
00:19:17.920 --> 00:19:29.839
And so him seeing me go in with an expectation of I just want to get to know what this business does and how we can support them, I think put his level down at a point where he's like, oh, this isn't so hard.
00:19:30.240 --> 00:19:34.000
And so he now does go out and market regularly, and he is having great success from that.
00:19:34.079 --> 00:19:36.079
But I think he just needed to see it in action.
00:19:36.400 --> 00:19:38.319
That's a great, that's a great example, Brian.
00:19:38.400 --> 00:19:45.200
And so on that same front, how important is it to do that face-to-face marketing?
00:19:45.359 --> 00:19:55.839
The franchise owner themselves, they're, you know, they're the owner of the business, the face of the business, in your opinion, how important is that to a right-at-home franchise owner's overall business?
00:19:56.240 --> 00:19:58.000
It's one of the most important.
00:19:58.079 --> 00:20:00.799
Uh, my background before I came here was I worked in long-term care.
00:20:00.880 --> 00:20:04.960
So I was an administrator and I had home care companies coming in all the time.
00:20:05.119 --> 00:20:05.440
Yeah.
00:20:05.759 --> 00:20:11.759
And I gave business or we gave business to those people we saw and we knew, just like a friend.
00:20:11.920 --> 00:20:16.319
If you don't keep in contact with a friend, pretty soon the friendship kind of dissolves.
00:20:16.559 --> 00:20:21.519
So what we often hear is, well, they didn't give us a referral or they're not referring.
00:20:21.759 --> 00:20:25.359
But we know they're referring because a hospital isn't a hotel.
00:20:25.599 --> 00:20:26.880
They're referring people out.
00:20:27.039 --> 00:20:30.640
And so if they see you, they're gonna start to know you.
00:20:30.799 --> 00:20:37.279
But if you're only stopping in every six or eight weeks, there's probably been 20 other home care companies or home health companies in there.
00:20:37.440 --> 00:20:39.359
So you really have to develop a relationship.
00:20:39.519 --> 00:20:43.680
It isn't always about getting the business because some of the business may not be right for you.
00:20:44.240 --> 00:20:51.279
It's about getting to know how you can solve that referral source's biggest headache or biggest issue.
00:20:51.599 --> 00:20:51.839
Yes.
00:20:51.920 --> 00:20:52.559
Okay, great.
00:20:52.720 --> 00:20:54.240
That's that's an excellent point.
00:20:54.480 --> 00:20:59.599
Um, okay, here's another that question a question that came in, um, and I'll I'll paraphrase it.
00:21:00.079 --> 00:21:04.640
It has to do with uh staffing challenges and caregiver turnover.
00:21:04.880 --> 00:21:15.519
So, what support do the coaches provide to our franchise owners who are dealing with those challenges of you know, a staff turnover or a caregiver turnover?
00:21:16.480 --> 00:21:22.240
Yeah, and I'll re I'll refer back to something I said early on when I said use your coach as kind of your sounding board.
00:21:22.319 --> 00:21:26.400
You know, an owner who comes to us from a maybe they worked at a larger company.
00:21:26.559 --> 00:21:30.559
There was probably an HR director, an account manager, a secretary.
00:21:30.720 --> 00:21:32.000
They had all these people.
00:21:32.480 --> 00:21:35.680
Uh HR is hard.
00:21:36.000 --> 00:21:39.279
Caregivers all come from different walks of life.
00:21:39.680 --> 00:21:51.279
And so sometimes uh owners have a perception that caregivers are all single parents, or they're all a certain age, or they only want to go so many miles.
00:21:51.519 --> 00:21:58.240
And so what we try to do is when we're in the office, we usually try to meet with a couple of caregivers as well just to ask general questions.
00:21:58.480 --> 00:21:59.599
Do you feel appreciated?
00:22:00.000 --> 00:22:01.519
How are you recognized?
00:22:01.759 --> 00:22:07.279
Um, what we try to say is treat your caregivers the same way you would treat your clients.
00:22:07.759 --> 00:22:10.880
Because if you think about it, you don't have a business without caregivers.
00:22:11.119 --> 00:22:16.400
You can have all the clients in the world, but if there's nobody to take care of them, so really is it the chicken or the egg?
00:22:16.559 --> 00:22:18.319
Who's more important, the client or the caregiver?
00:22:18.640 --> 00:22:18.880
Yeah.
00:22:19.279 --> 00:22:26.079
They're equally as important, but I think most owners who come in think the client is the important one because they're the ones paying.
00:22:26.240 --> 00:22:28.799
You got to have good caregivers, or you're not gonna have clients.
00:22:29.039 --> 00:22:29.279
Yes.
00:22:29.440 --> 00:22:30.640
Yes, okay, great.
00:22:30.799 --> 00:22:35.680
And and perhaps that this next question is related to your last answer here.
00:22:35.839 --> 00:22:44.400
Um, but in your opinion, what are maybe one or two of the biggest mistakes new owners should avoid?
00:22:44.799 --> 00:22:50.079
You know, so uh the mistakes that are commonly made as a brand new owner to the right-at-home system.
00:22:50.480 --> 00:22:58.640
Um, so just so our listeners uh who are are watching, you know, our viewers who are watching right now, um, they become franchise owners and they're gonna know it.
00:22:59.039 --> 00:23:02.480
I remember Ryan Curtis said that on a Tuesday talk with Jen.
00:23:02.559 --> 00:23:04.000
So I'm gonna avoid that.
00:23:04.160 --> 00:23:11.519
So just you know, a couple examples that you can provide, like if you become a right-at-home franchise owner, try to avoid blank.
00:23:12.559 --> 00:23:21.599
The biggest things use the franchise and our knowledge, our 30 plus years experience to your benefit.
00:23:21.920 --> 00:23:23.759
We have no reason to steer you wrong.
00:23:23.920 --> 00:23:27.039
So I always tell my owners, I'll use a baking analogy.
00:23:27.279 --> 00:23:30.400
If you're gonna make cookies, follow our recipe for the first year.
00:23:30.559 --> 00:23:32.880
Make those the best sugar cookies you can.
00:23:33.200 --> 00:23:40.559
After a year, you want to start adding little things and doing it, you know, adding some different things that are more specific to your business, that's great.
00:23:40.880 --> 00:23:42.880
But follow the basics to begin with.
00:23:43.119 --> 00:23:43.440
Great.
00:23:43.759 --> 00:23:44.000
Okay.
00:23:44.319 --> 00:23:48.720
You spent a lot of money to buy the franchise, use it for what you paid.
00:23:48.880 --> 00:23:52.240
You know, use the benefits, use the coaching, use all those tools.
00:23:52.480 --> 00:23:55.680
The second thing is never stop recruiting.
00:23:55.920 --> 00:24:03.440
Um, most of our caregivers work for multiple agencies because they're not gonna probably get 40 hours a week or whatever they need to support their family or not.
00:24:03.759 --> 00:24:07.279
Oftentimes, what we see is, oh, I have too many caregivers, I don't have enough clients.
00:24:07.359 --> 00:24:09.200
So we stop recruiting the caregivers.
00:24:09.599 --> 00:24:14.640
And then we can't grow the business because we don't have enough caregivers to really support growing the business.
00:24:14.799 --> 00:24:24.400
So we always say just keep recruiting, and then you're gonna want to treat your caregivers with the most dignity and respect you can, because even if they're not working for you today, you may need them next week.
00:24:24.480 --> 00:24:28.880
And so you need to constantly keep in contact with them, constantly let them know that you appreciate them.
00:24:28.960 --> 00:24:30.480
So just do things to recognize them.
00:24:30.720 --> 00:24:32.559
Could be a simple phone call saying, Hey, how are you?
00:24:32.640 --> 00:24:34.240
I know you haven't been on the shift for a while.
00:24:34.400 --> 00:24:35.519
We really appreciate you.
00:24:35.680 --> 00:24:36.640
Just want to check in.
00:24:36.960 --> 00:24:37.680
Yeah, okay.
00:24:37.839 --> 00:24:38.400
That's great.
00:24:38.559 --> 00:24:40.319
Great, great pieces of advice.
00:24:40.480 --> 00:24:52.640
Um, this next question it says, What gives you the most confidence that someone investing in a ride at home franchise today has the opportunity to build a thriving business?
00:24:54.799 --> 00:24:56.960
Again, I'm just gonna go from my experience.
00:24:57.119 --> 00:25:02.559
Um, those who participate in all that we have to offer.
00:25:02.720 --> 00:25:04.799
So you bought into the franchise.
00:25:04.880 --> 00:25:08.319
Um, just today, for example, we do takeoff Tuesday every Tuesday.
00:25:08.400 --> 00:25:10.160
Um, it's right before this call here.
00:25:10.319 --> 00:25:13.839
But um we have a lot of owners who I see on there every week.
00:25:14.000 --> 00:25:17.119
These are owners, I have owners that have been in the system almost 30 years.
00:25:17.359 --> 00:25:21.039
They don't miss a week because they figure they can get a little nugget from something.
00:25:21.119 --> 00:25:26.480
So I would say make sure that you again take advantage of everything we have.
00:25:26.799 --> 00:25:39.039
And if you jump on a call or if we send you a mailer that's got certain information in it, or there's a new tool, or there's a new best practice, don't assume you know it all, because there's probably a new nugget in there.
00:25:39.279 --> 00:25:45.920
And again, these nuggets aren't things we think about, these are things that are actually working out in the field by other owners.
00:25:46.000 --> 00:25:49.200
And we're just sharing that with you so that you can be as successful as possible.
00:25:49.519 --> 00:25:49.759
Yes.
00:25:49.839 --> 00:25:51.279
And so I'm gonna translate that.
00:25:51.359 --> 00:26:00.480
And and by the way, for for our listeners who don't know what um Take Off Tuesday is, that is it's basically our weekly town hall.
00:26:00.960 --> 00:26:04.880
So every Tuesday, we call it Takeoff Tuesday, every Tuesday.
00:26:05.119 --> 00:26:13.119
Um it's a platform in which everybody joins a virtual environment where it's our our entire franchise system is invited.
00:26:13.359 --> 00:26:27.680
Office staff members, corporate staff members, we all get on this massive town hall webinar and have a very specific agenda of things that we uh you know have on the agenda to cover for the hour and a half that we are on in this you know, virtual call.
00:26:27.839 --> 00:26:30.799
Um, so super informative, it's super informative.
00:26:30.880 --> 00:26:32.559
It happens every Tuesday.
00:26:32.960 --> 00:27:10.559
Um and um in addition to that, so Brian, to kind of paraphrase what you just said, to me, it sounds like engaging with the franchiser and taking advantage of everything that we have to offer to me, um, and it sounds like to you as well, that that is gonna be really the the number one thing that's gonna set you apart from a franchise owner that maybe isn't going to thrive as much because why not take advantage of everything that we have to offer to you as a franchise owner?
00:27:10.640 --> 00:27:13.359
And we have a lot to offer, trust me.
00:27:13.839 --> 00:27:18.960
Brian and I only have 30 minutes on this call, but we could talk, we could talk for for much longer.
00:27:19.119 --> 00:27:20.880
But um we just have so much to offer.
00:27:20.960 --> 00:27:31.759
So I think it's it's incredibly important to to stay engaged with your coach, um, A, and B, uh take advantage of all the tools and resources that we have to help you and support you.
00:27:32.240 --> 00:27:39.119
Jenna, if I can just add something, because one thing that goes along with that is take advantage of the relationships you have with your neighbors as well.
00:27:39.440 --> 00:27:41.440
Right at home is a huge system.
00:27:41.920 --> 00:27:47.920
And just today on our Takeoff Tuesday, we had three owners who were sharing how they work with their neighbor.
00:27:48.000 --> 00:28:01.440
And if you think about it, if I'm a referral source, if I'm a hospital and I discharge all over the state of whatever, California, I want to work with somebody who has offices all over the state of California.
00:28:01.680 --> 00:28:10.240
So get to know your neighbors, make sure you're working with them, co-market together, because if you can make it easy for the people who are referring, they're going to refer to you every time.
00:28:10.400 --> 00:28:10.480
Yes.
00:28:10.799 --> 00:28:16.640
If it's homework and they have to figure out now what what area am I going to, or what was the name of that company, it's harder.
00:28:16.799 --> 00:28:18.240
So we're right at home.
00:28:18.400 --> 00:28:23.359
It doesn't matter if you're right at home of Iowa or Missouri or California, we're all right at home.
00:28:23.440 --> 00:28:26.160
That's all we need to do, and then just refer back and forth.
00:28:26.240 --> 00:28:30.400
If they call the wrong office, get it to the right office, but we're just one company right at home.
00:28:30.640 --> 00:28:30.880
Yes.
00:28:31.039 --> 00:28:31.279
Okay.
00:28:31.440 --> 00:28:38.799
And I know that we only have a couple minutes left, but uh there's a great question that just came in, and this has to do with uh resale opportunities.
00:28:39.039 --> 00:28:46.480
So the question is how do you evaluate the scope for growth when you're buying an existing business?
00:28:46.640 --> 00:29:00.640
So a business, if you're buying a resale opportunity, a business that's been open and operating for several years, you know, how how does the coach, you know, get together with that new franchise owner and say, all right, so you you purchased an existing business.
00:29:00.960 --> 00:29:06.720
Let's kind of measure, you know, what growth looks like for you and and and how is that established?
00:29:07.519 --> 00:29:07.839
Yeah.
00:29:07.920 --> 00:29:13.279
I mean growth doesn't necessarily necessarily mean getting bigger.
00:29:14.000 --> 00:29:25.119
It means operating more efficiently, scaling your business, making sure that your processes that you have in place today can grow with you as you're growing that business.
00:29:25.359 --> 00:29:33.920
So when you buy a resale, if you're an existing owner, we've already worked with you a little bit because we have a process that we go through to help you evaluate uh what it is.
00:29:34.079 --> 00:29:37.279
But again, back to some personal things that I've done with mine.
00:29:37.680 --> 00:29:41.200
We sit down and we look at, you know, what is gonna work?
00:29:41.759 --> 00:29:42.960
You bring in a new business?
00:29:43.119 --> 00:29:44.880
Do you have more caregivers over in this area?
00:29:45.039 --> 00:29:47.039
Do you have a marketing team over in this area?
00:29:47.200 --> 00:29:48.880
Do you have an office in this area?
00:29:49.119 --> 00:29:54.559
So it's it's really looking at why are you buying the business or why did you buy the business?
00:29:55.119 --> 00:29:56.880
And now let's look at the systems.
00:29:57.119 --> 00:30:04.640
Can we centralize scheduling in this office and then open a little satellite office that maybe has a marketer and a care coordinator in it?
00:30:04.720 --> 00:30:09.279
So it's it's looking at the big picture and again going back to that business performance plan.
00:30:09.359 --> 00:30:12.480
Yes, you know, your strategic business plan and saying, okay, what was your goal?
00:30:12.559 --> 00:30:17.599
Yeah, you wanted to make so much in profit or you wanted to grow so much this year, 5%.
00:30:18.240 --> 00:30:19.359
How is this going to do it?
00:30:19.440 --> 00:30:21.119
And then we just kind of work the plan backwards.
00:30:21.279 --> 00:30:21.599
Yes.
00:30:21.759 --> 00:30:22.640
Okay, perfect.
00:30:22.720 --> 00:30:24.079
And we're we're out of time, Brian.
00:30:24.160 --> 00:30:31.200
Is there anything that we did not cover that you would like to leave as final thoughts to our listeners today?
00:30:31.519 --> 00:30:38.720
No, just the the one thing I would say again, I just want to reemphasize this, and I can't say it enough times, is take advantage of all we have to offer.
00:30:38.799 --> 00:30:39.039
Yes.
00:30:39.200 --> 00:30:45.359
I I sometimes I get a little frustrated with my owners, and they would tell you the same as I'm constantly saying I didn't see you on that call.
00:30:45.440 --> 00:30:51.759
I really wish you would have been on that call because there's so much that you can get from calls and collateral materials and talking with your neighbors.
00:30:51.839 --> 00:30:52.799
So just stay involved.
00:30:52.880 --> 00:30:54.559
That's why you got involved in the C S Day.
00:30:54.720 --> 00:30:55.599
Yes, I agree.
00:30:55.759 --> 00:30:56.799
Okay, thank you so much.
00:30:56.880 --> 00:31:00.000
I know you're a busy guy, so thank you for taking the time to visit with me.
00:31:00.079 --> 00:31:02.720
I appreciate you, and I know that our listeners do as well.
00:31:02.799 --> 00:31:03.440
So thank you.
00:31:03.680 --> 00:31:04.480
Thank you, Jen.
00:31:04.640 --> 00:31:05.039
Thank you all.
00:31:05.440 --> 00:31:06.480
All right, until next time.
00:31:06.559 --> 00:31:06.960
Bye.
