I have been very fortunate in my life, and career, to have met some really wonderful individuals. People who are caring, passionate, devoted leaders that enjoy sharing their knowledge with others. One of these such people is Saunda Kitchen. Saunda and her husband Paul are multi-unit Mr. Rooter(r)franchisees in California. In one week I will have the great pleasure, and honor, of flying to San Antonio, TX to recognize Saunda as the first-ever franchisee recipient of the Crystal Compass. Since 2001, the Women's Franchise Committee has proudly bestowed the honor of the Crystal Compass upon a successful leader in franchising. The Crystal Compass was established to recognize an IFA member who has made significant contributions within their franchise organization, the franchise community or community in which they live. Ultimately, it recognizes leadership. Examples of such leadership include undertaking a project to greatly improve the working environment of employees; successfully managing a dramatic change in the organizational nature of the company; fostering or promoting awareness of franchising to the non-franchising community; spearheading activities designed to promote or develop franchise relationships within the franchise community; or conducting volunteer work with third party organizations relating to leadership. Saunda is currently secretary of the IFA’s Franchisee Forum and is also Co-Chairing the IFA’s Franchise Congress initiative. Saunda has been involved with franchising since 1996. Saunda was named Woman of the Year for Mr. Rooter in 2008 and was also named to the Top 40 under 40 Leaders of the North Bay in California in 2008. Recently she developed a Zees for Zees outreach program which lends financial and motivational support to start up or struggling franchisees. She and Paul, along with their 5 children, live in Sonoma County, California. Saunda - it's a pleasure to know you and I can't wait for next week!
Next week the best and brightest minds in franchising will infiltrate San Antonio for the International Franchise Association's 50th Anniversary annual convention. This is a must-attend event for any franchisor or supplier to the franchise segment. Franchisees will also find beneficial programming at this excellent event. I am personally very much looking forward to reconnecting with the many wonderful folks I have met over my past ten years in franchising - see you soon my friends! Until then, have a SUPER day!
Monday, January 25, 2010
Friday, January 22, 2010
Why, oh Why "Scary Guy" ?
At Super Wash, our mission is to "Meet and Greet Each Customer and Make A Positive Difference In Their Day". We try to live this mission at every level of the company, but it is certainly paramount on the "front lines" at the car washes. We are very proud of the fact that over the years Super Wash has provided a place of employment for hundreds of managers/attendants who help us achieve our mission while providing them an opportunity to contribute to their community. Many, many of these managers/attendants have been retirees who have come to us after years of service to another company or organization. We are very fortunate to benefit from their past work, and life!, experiences. There are a number of heart-warming stories about managers/attendants being brought ice cream by adoring fans, handing out suckers to kids and treats to the family pet who rides along to the car wash, helping someone down on their luck find a place to call 'home' and also being laid to rest in their "Super Wash Blues" (Super Wash uniform coats/shirts/hats are all royal blue in color). We have been profoundly touched by these individuals and their stories and we are grateful for their contribution to this company's legacy.
As every employer knows though, not all employees are shining stars. We also have a story about a guy simply referred to as "Scary Guy". Yeah, he doesn't work at a Super Wash(r) car wash anymore. Scary Guy did not give customers, or anyone he came into contact with frankly, that warm fuzzy feeling. We've all had an experience with Scary Guy at some retail location and for many of us, that person affected our decision to return to that business. While there is no dollar value that can be put on an outstanding employee and what they bring to a business, there is also no dollar amount that can fully showcase the long-lasting damage a poor employee has caused. For the love of your business, and customers, help Scary Guy exit your system ASAP!
In these trying economic times, outstanding customer service is so very important. A note to myself as an employer, and to you, is to invest the time to find super people to represent you to your customers. There are lots of really wonderful people out there who want to do a good job and contribute. Dig a little deeper to find them. Trust me, Scary Guy is right at the surface of the employment pool, skip by him/her, dive a little deeper and you will find that person who will 'Make A Positive Difference' for your team. Until next time, have a SUPER day!
As every employer knows though, not all employees are shining stars. We also have a story about a guy simply referred to as "Scary Guy". Yeah, he doesn't work at a Super Wash(r) car wash anymore. Scary Guy did not give customers, or anyone he came into contact with frankly, that warm fuzzy feeling. We've all had an experience with Scary Guy at some retail location and for many of us, that person affected our decision to return to that business. While there is no dollar value that can be put on an outstanding employee and what they bring to a business, there is also no dollar amount that can fully showcase the long-lasting damage a poor employee has caused. For the love of your business, and customers, help Scary Guy exit your system ASAP!
In these trying economic times, outstanding customer service is so very important. A note to myself as an employer, and to you, is to invest the time to find super people to represent you to your customers. There are lots of really wonderful people out there who want to do a good job and contribute. Dig a little deeper to find them. Trust me, Scary Guy is right at the surface of the employment pool, skip by him/her, dive a little deeper and you will find that person who will 'Make A Positive Difference' for your team. Until next time, have a SUPER day!
Wednesday, January 13, 2010
You Haven't 'Tried Everything'
There is a Domino's(R) Pizza about two blocks from my house one site removed from a very busy 4-way stoplight intersection. It is a smaller establishment with a drive-through and a standard light up readerboard out front. I was intrigued all last summer when they had one of their employees (or more likely the son of the owner - we boss's kids are asked to do some goofy things) sitting/standing out front wearing a big, multi-colored, frizzy clown wig offering a $5.99 dinner option. I thought, "Well, huh, that's different." I didn't give it much more thought until I was going to pick my kids up from day care a couple of weeks later and there was the guy in the clown wig again. This time he was running up and down the busy street waving a sign board advertising the value dinner option, still wearing the wig. This time I thought to myself, "You haven't tried everything until you have a kid wearing a clown wig run up and down the street!"
In and out, day after day, we work with people or hear people or ARE people who say, "I've tried EVERYTHING! There's nothing more I can do." When I feel like this, I try to remind myself of the kid in the clown wig. Have I thought as far outside the box as I can? Have I tried that goofy off-the-wall idea that's been hanging out in the back of my mind for a long time? Can you really ever have tried everything? I am vowing here and now to be strong enough to dig deep and challenge myself to try something more - something different, something wild, something old that's revamped, something old I haven't utilized in a while. This will not only make me mentally tougher, but it will help those who look to me for guidance and will help the brand be all it is supposed to be. You never know what's going to catch somebody's attention and get them to stop in and make a purchase.
I would like to give Domino's Pizza additional props for their current marketing campaign. What a knock-out idea to air your less than positive customer comments in order to show how you have bettered your product. I love it! I'll tell you this, the Domino's up the street was packed this past Sunday afternoon and I had not seen that kind of activity there before. I hope this campaign with it's honest approach of trying something new is a true home run for Domino's. My hat's off to them! I've got to run, I gotta a clown wig to go buy! Have a SUPER day!!
In and out, day after day, we work with people or hear people or ARE people who say, "I've tried EVERYTHING! There's nothing more I can do." When I feel like this, I try to remind myself of the kid in the clown wig. Have I thought as far outside the box as I can? Have I tried that goofy off-the-wall idea that's been hanging out in the back of my mind for a long time? Can you really ever have tried everything? I am vowing here and now to be strong enough to dig deep and challenge myself to try something more - something different, something wild, something old that's revamped, something old I haven't utilized in a while. This will not only make me mentally tougher, but it will help those who look to me for guidance and will help the brand be all it is supposed to be. You never know what's going to catch somebody's attention and get them to stop in and make a purchase.
I would like to give Domino's Pizza additional props for their current marketing campaign. What a knock-out idea to air your less than positive customer comments in order to show how you have bettered your product. I love it! I'll tell you this, the Domino's up the street was packed this past Sunday afternoon and I had not seen that kind of activity there before. I hope this campaign with it's honest approach of trying something new is a true home run for Domino's. My hat's off to them! I've got to run, I gotta a clown wig to go buy! Have a SUPER day!!
Thursday, January 7, 2010
In the Beginning...
Thirty-three years ago this holiday season, my parents opened their very first self-serve car wash with no house or car to their names, just $17.42 in their checkbook and a lot of ambition to make a positive difference in both their own lives and the lives of others. Back then, we weren't "Super Wash" yet, we were "Town's Edge Car Wash". But now, these three decades later, there are over 300 Super Wash(r) car washes across this great nation and we are so very proud to have the opportunity to serve these communities.
We are a true family-owned and operated American small business. Both of my parents are still intricately involved in the business, as are my sister and my dad's younger brother. Our company is a franchise format business and we are thankful for our super franchisee partners. Of the approximately 300 Super Wash car washes in 20+ states, about half are independently owned and operated by franchisees and half are owned and/or operated by Super Wash, Inc. This is somewhat unique as many franchisors do not have large numbers of company-owned stores, let alone run them for outside investors like we do.
Our mission is to "Meet and Greet Each Customer and Make A Positive Difference in Their Day". A past survey we conducted indicated that 3 out of 4 people wash their vehicle because it makes them feel better. We are glad to be able to provide a service that helps people feel better about their day/self/vehicle investment/situation. In these trying times, we know that a positive outlook can make all the difference!
Super Wash, Inc. offers a turnkey product, meaning we do everything from helping to locate the real estate for future projects to being the general contractor for the building to installing the equipment to servicing the business for the length of the franchise contract. Over the years, we have been a part of the development of over 700 self-serve car washes coast to coast. I do not know of any other car wash based company that does everything we do (especially in the self-serve world).
So, who am I? My name is Susan, and I am the Director of Franchising for Super Wash, Inc. I am the youngest daughter of the founders and there has not been a day of my life that this company hasn't been apart of. My mom was three months pregnant with me when they were putting the roof on their very first car wash. I like to joke with people that I am here to save the world one dirty car at a time. I am passionate about people and I love the business model of franchising. I truly believe that franchising is not a dirty "F" word, especially when companies are lead by individuals who are committed to people and good/ethical business practices.
I plan to use this blog to not only speak about Super Wash(r) car washes, but also about business in general. So many individuals/companies/businesses are doing amazing and wonderful things and I think we need to focus on what's going right in the world. I hope to be able to highlight some innovative practices and also some things that just make you go "hmm?"
To learn more about Super Wash, Inc. or to find the Super Wash closest to you, please visit us at www.superwash.com.
Until next time, have a SUPER day!
We are a true family-owned and operated American small business. Both of my parents are still intricately involved in the business, as are my sister and my dad's younger brother. Our company is a franchise format business and we are thankful for our super franchisee partners. Of the approximately 300 Super Wash car washes in 20+ states, about half are independently owned and operated by franchisees and half are owned and/or operated by Super Wash, Inc. This is somewhat unique as many franchisors do not have large numbers of company-owned stores, let alone run them for outside investors like we do.
Our mission is to "Meet and Greet Each Customer and Make A Positive Difference in Their Day". A past survey we conducted indicated that 3 out of 4 people wash their vehicle because it makes them feel better. We are glad to be able to provide a service that helps people feel better about their day/self/vehicle investment/situation. In these trying times, we know that a positive outlook can make all the difference!
Super Wash, Inc. offers a turnkey product, meaning we do everything from helping to locate the real estate for future projects to being the general contractor for the building to installing the equipment to servicing the business for the length of the franchise contract. Over the years, we have been a part of the development of over 700 self-serve car washes coast to coast. I do not know of any other car wash based company that does everything we do (especially in the self-serve world).
So, who am I? My name is Susan, and I am the Director of Franchising for Super Wash, Inc. I am the youngest daughter of the founders and there has not been a day of my life that this company hasn't been apart of. My mom was three months pregnant with me when they were putting the roof on their very first car wash. I like to joke with people that I am here to save the world one dirty car at a time. I am passionate about people and I love the business model of franchising. I truly believe that franchising is not a dirty "F" word, especially when companies are lead by individuals who are committed to people and good/ethical business practices.
I plan to use this blog to not only speak about Super Wash(r) car washes, but also about business in general. So many individuals/companies/businesses are doing amazing and wonderful things and I think we need to focus on what's going right in the world. I hope to be able to highlight some innovative practices and also some things that just make you go "hmm?"
To learn more about Super Wash, Inc. or to find the Super Wash closest to you, please visit us at www.superwash.com.
Until next time, have a SUPER day!
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