Feeling Like You’re Running in Circles? The Power of Goal Setting

Ever feel like your Area Managers are constantly busy, putting out fires and reacting to daily challenges, but somehow progress towards long-term goals feels sluggish? You’re not alone. In my 20+ years of navigating the franchise industry, I’ve seen countless instances where the day-to-day grind overshadows the importance of strategic goal-setting. This reactive approach can leave teams feeling directionless and hinder overall network growth.

So, why is setting clear goals so crucial for Area Managers and their teams?

Here’s the deal: Without a defined direction and milestones, it’s difficult to measure progress or identify areas for improvement. It’s like driving on a road trip with no destination in mind – you might be busy staying on the road, but you’ll never reach your final point.

Empowering your Area Managers with a clear roadmap through goal setting unlocks a multitude of benefits:

• Increased Focus and Direction: Goals provide a focal point, giving Managers and their teams a clear understanding of what needs to be achieved. This fosters a sense of purpose and eliminates confusion about priorities.
• Improved Motivation and Engagement: Working towards a defined goal is inherently motivating. Celebrating milestones and achieving objectives keeps teams engaged and energised, fostering a culture of ownership and accountability.
• Enhanced Performance: When everyone knows what they’re working towards, it’s easier to align efforts and optimise strategies. Clear goals enable teams to make data-driven decisions and prioritise tasks that contribute to overall success.

So, What Would Larry Do? Set OKRs to achieve goals.

Here’s a simple yet effective OKR strategy you can implement with your Area Managers:

OKRs are a powerful goal-setting tool used by some of the world’s most successful companies. They allow you to set clear, aspirational Objectives that define what you want to achieve, and then establish measurable Key Results to track your progress towards those objectives.

Here’s the beauty of OKRs:

• Objectives are ambitious and qualitative. They challenge and inspire you to think big and push boundaries. For instance, an Objective for your area could be: “Become the leading performer of customer satisfaction in the region”.
• Key Results are specific and measurable. They translate your Objectives into actionable steps. Key Results for the objective above could be: “Increase market share by 15% within the next year” or “Achieve a customer satisfaction rating of 95%”.

By focusing on Objectives, you set a clear direction for your franchise. Key Results then become the roadmap, keeping you accountable and allowing you to measure your progress every step of the way.

Here’s an example: Elevate customer experience and satisfaction across all stores in my region.

Key Result 1: Increase the average customer satisfaction score by 5% within the next six months, based on your standard customer satisfaction survey.

Key Result 2: Reduce customer complaints by 10% within the next quarter, as tracked by the internal complaint management system.

Key Result 3: Implement a standardised customer service training program across all stores in the region by the end of the quarter, with a completion rate of 90% among store staff.

This OKR example focuses on the Area Manager’s objective of improving customer satisfaction in their region. The Key Results translate this objective into measurable actions:

• Key Result 1: Tracks the overall customer satisfaction score using a quantifiable metric.
• Key Result 2: Measures a decrease in customer complaints, indicating a potential improvement in service delivery.
• Key Result 3: Focuses on equipping store staff with the necessary skills to improve customer experience through a training program.

By achieving these Key Results, Area Managers demonstrate progress towards their objective of elevating customer satisfaction across their region. This example highlights the importance of not just measuring outcomes (satisfaction score, complaints) but also focusing on initiatives (training programs) that drive those outcomes.

Here’s what you can do starting tomorrow:

Schedule a meeting with each manager and dedicate time to collaboratively set OKRs for their regions. Use this framework to guide the discussion and ensure their goals align with your larger franchise network objectives.

Remember, goal setting is an ongoing process. Regularly track progress, celebrate successes, and adapt goals as necessary. By empowering your managers with clear direction and a roadmap for success, you’ll unlock a new level of performance and propel your franchise network forward.

Until next month, keep chasing those ambitious goals! I’ll be here sharing more insights and strategies to help you navigate the exciting world of multi-store management.

Cheers,
Larry