Avoiding Mistakes: Unit Operations Field Support Guide from Angela Coté | Advisory Board Podcast

What to Expect

Welcome to another episode of the Advisory Board Podcast, hosted by Dave Hansen, where industry experts share their insights on franchising. In this episode, Dave reconnects with Angela Coté, the Founder and CEO of AC Inc., a seasoned expert with over 25 years in the franchise industry. Angela’s extensive experience as a franchisor, franchisee, and field coach positions her as a leading authority on field coaching and franchisee support. This article highlights key moments from their discussion, focusing on Angela’s expertise and practical advice for franchise owners.

Angela Coté’s journey in franchising began at a young age, working alongside her father, the founder of M&M Food Market. Her early exposure to the franchise world laid a solid foundation for her career. Today, she leads AC Inc., a company dedicated to optimizing franchise performance through effective field coaching. Angela’s unique perspective, shaped by years of hands-on experience, provides invaluable insights for both new and seasoned franchise owners.

In this episode, Angela and Dave discuss the critical role of field coaching, the lifecycle of a franchisee, the dangers of complacency, and the importance of skilled coaches. Angela’s candid anecdotes and actionable strategies offer a roadmap for franchisees aiming to elevate their operations and achieve long-term success. Let’s explore the key takeaways from their conversation and understand how these insights can transform franchisee performance and growth.

The Crucial Role of Field Coaching in Franchise Success (05:58-08:58)

Angela highlights the overwhelming challenges faced by franchisees in managing their workload and the indispensable role they often feel forced into. She stresses the importance of field coaching in helping franchisees develop their team, strategic approach, and infrastructure. “Supporting franchisees, especially as a young female founder’s daughter, and these men, these older, often male franchisees had invested $400,000, and, you know, their life savings and their, and their, like, feeling all the feels, they’re afraid, they’re nervous, and who shows up to help them be successful, me, right, at that stage”.

This soundbite emphasizes the transformative impact of effective field coaching, advocating for a culture of support and strategic development among franchises. By focusing on the necessity of guidance and teamwork, Angela inspires franchisees to invest in professional growth, which is essential for transitioning from operational management to strategic leadership.

Building Long-Term Success through Franchisee Lifecycle Understanding (12:07-15:07)

Angela discusses the necessity for franchisees to look beyond daily operations towards long-term growth and territory expansion. She explains the benefits of considering the entire lifecycle of a franchisee for sustained success and the transition from operational tasks to strategic business management. “I noticed you’re working if they would have said like let’s help you get out of working so much in the business so you can work on it that would have been a good starting point”.

Highlighting the importance of a holistic view of the franchisee lifecycle fosters a deeper understanding among franchise owners of their journey. This approach encourages strategic thinking and long-term planning, which are crucial for the enduring success of any franchise operation.

Avoiding Complacency and Embracing Mindset Shifts (17:45-20:45)

Angela shares insights on the dangers of complacency in the workplace, particularly among high performers and legacy franchisees. She provides examples of how a shift in mindset can lead to renewed engagement and success. “When I really looked at it, it was like, there is a gap when it comes to how franchisees are being supported”.

This segment underscores the critical need for continuous personal and professional development to prevent stagnation. By presenting real-life examples of overcoming complacency, Angela motivates franchisees and franchisors alike to adopt a mindset of ongoing improvement and engagement.

Enhancing Franchise Success Through Dedicated Coaching and Support (24:50-27:50)

Angela emphasizes the significant impact that proper coaching and training have on the success of franchise operations. She discusses the challenges franchises face when they onboard unprepared junior staff and the necessity of equipping them with the right skills and mindset for the role. Angela also advocates for a strategic shift in focus from merely acquiring new franchises to intensively supporting existing ones to ensure long-term profitability and success. “It’s true, I still live here now but sort of switched past from the corporate side, became a franchisee, you know, my own financing and lived and breathed on that side and then also got to see how the impact or lack of impact of franchisee support that we were getting from the field”.

This soundbite directly addresses the theme of the podcast by focusing on the importance of skilled and well-prepared coaches in the franchise industry. Angela’s insights highlight how critical proper training and support are to prevent common operational mistakes and foster sustainable growth.

The Importance of Skilled Coaches in Franchise Development (33:22-36:22)

Angela emphasizes the vital role of coaches who possess the right DNA for effectively training and supporting franchisees. She discusses the potential of corporate locations as sources for coach recruitment and the necessity of additional training to ensure these coaches can facilitate successful business transitions and operations. “I could identify customers’ needs and suggest other products and increase the average sale. Awesome. could organize the freezer. could make the keep the store tidy”.

Focusing on the qualifications and training of field coaches underscores the importance of investing in human resources as a cornerstone of franchise success. Angela’s discussion about the selection and development of coaches encourages franchisors to prioritize the right attributes and skills in their coaching staff, ensuring a supportive and effective franchise environment.

Wrap Up Thoughts

In conclusion, the insights shared by Angela Coté in this episode of the Advisory Board Podcast are invaluable for franchise owners looking to enhance their operations and achieve long-term success. From emphasizing the crucial role of field coaching to understanding the lifecycle of a franchisee, Angela provides a roadmap for navigating the challenges and opportunities within the franchise industry. Her experience underscores the importance of strategic planning, continuous improvement, and skilled coaching in driving franchise growth and profitability.

As Angela aptly puts it, “We need to think from the start that our franchisees, we can help them be better business owners”. This mindset, coupled with dedicated support and training, can transform franchise operations and lead to sustained success. By investing in professional development and adopting a proactive approach to franchisee support, franchisors can unlock the full potential of their networks and foster a culture of excellence and growth.

For more insights and to connect with Angela Coté, visit Field Coach Experts. To learn more about the tools and strategies discussed in this episode, check out ClientTether’s CRM solutions.

You can listen to the full podcast episode on Spreaker and watch the video version on YouTube.