It goes without saying that a leader must know where he’s going in order for others to follow. No logical person is going to follow someone on a journey without knowing the destination.

“You’ll never get closer to the goal you do not have.” Zig Ziglar

This destination is a clear vision that can be adequately communicated. This draws followers with the desire to achieve the same ends. The destination, of course, is a goal. Therefore, if we want to lead, our first step is to have a goal – a clear, written and communicable goal.

Why Set Goals?

There are many deterrents to setting goals. Sometimes we feel we already have goals, even though they’re not written. Usually when asked about these goals they are very vague and unable to be measured. For example, someone’s goal might be to “get rich” or “grow my business.” Due to the lack of precision with the goals, these tend to be placed in the realm of fantasy. You can only manage what can be measured. Goals must be precise in order to track our progress in reaching them. A goal is a carefully designed plan with steps along the path of achievement.

Others claim goals aren’t important, as the environment is unpredictable. Similarly, many business owners in the present business climate may say their goal is “survival.” This type of thinking is almost a sure way to die. The wind and seas are unpredictable but the captain of a plane or ship makes course corrections along the way in order to reach the destination. Life and business are similar. We set the course and manage the process. Without a clear destination in mind, we are at the mercy of the environment; therefore, will generally end up at a less than desirable destination…if we arrive at all.

The Purpose & Benefits of Goal Setting

Goals accomplish many things. Goals create activity based around a common purpose. This activity creates excitement, and excitement creates a positive environment. Positive environments create a breeding ground for ideas, problem solving and teamwork that can ultimately achieve any goal. Vague goals, fantasies, never create this type of power within an organization or an individual.

Goals must answer the questions: What? Why? How? and When? By writing your goal and answering these questions, we can develop a clear plan we can measure and excite others about following. Jim Rohn encourages writing 20 answers to the question of “How?” we’re to achieve the goal. Once we have this clear plan in place, we can break the goal down into small steps. Once we create the steps, we can begin work on one step at a time and find that we are marching toward a desired end. For example, a man once determined to write a book. This can be overwhelming so he decided to only write one page each day. At the end of the year he had written a 365-page book that became a best seller. You can reach your goal if you take the time to write the goal and put in place a clear plan.

It has been stated that only 3% of adults have clear, written goals. These people accomplish 10 times as much as those who have no goals. Volumes of books and articles have been written and studies done on the power of written goals. It is one of the foundations of The Dwyer Group^® training. We start our week with “Design Your Life” by our CEO Dina Dwyer-Owens based on the power of goal setting. Now is a great time to pull the goal setting tools from the toolbox, and get to work on setting your goals for a lifetime of success!

Joel Worthington is the Vice President of Operations for Mr. Electric^®, one of seven franchise brands under The Dwyer Group umbrella. Worthington has worked as a franchise consultant and in franchise development for Mr. Electric.  A long time employee of The Dwyer Group, he has an excellent track record for high- quality performance and has over 20 years of experience in sales, management, and training.

First, why is a handshake so important? An expert in the field of communication studies, Ian Lavan suggests that over half of communication is non-verbal and transmitted through body language instead of speech. In other words, people are more likely to believe what they hear from your actions or non-verbal habits than what you say. Unfortunately, most of us have a hard time recognizing our non-verbal habits because they are simply second nature to us. For instance, many people cross their arms in front of their chests when talking to others simply because it is a comfortable or habitual position. However, for the other person in a conversation that position conveys several negative emotions such as: frustration, anger, disinterest, etc. So it is important to know what your handshake is saying to both your customers and your business partners.

Handshakes to avoid:

Certain hand grips can be off-putting for other people and start your business interaction on the wrong foot. For instance:

3 steps to mastering the business handshake:

When shaking someone’s hand there are three steps that anyone can follow to ensure that they are making the best impression possible.

Step 1: Extend your palm with your finger touching as though you were patting someone’s back.

Step 2: place the webbing between your thumb and forefinger against the same area on the other person’s hand.

Step 3: Grasp the other persons hand with a strong but not excessive grip. Then lightly pump your hand one or two times. Contact in a handshake should last for 2-3 seconds.

Shaking hands is a universal industry practice that if properly mastered can open doors for you and your business. However, not everyone has the perfect natural handshake. For many of us it will take practice to develop the great handshaking habits and break bad ones. Don’t be afraid to ask a friend or an employee to help you practice and help you identify how you can improve your handshake. Is your grip too strong? Are your palms too sweaty? Or are you grabbing the wrong part of the hand? These are all problems that can be easily solved just through awareness of your habits.

Overall, the art of the handshake is still a critical part of any business interaction, and if properly utilized, a great handshake can leave your clients or partners with a feeling of confidence in you and the services your business provides.

However, there are many different ways for you to improve your business. For information on how a franchise can offer you many other ways to impress your clients and extend your service visit www.leadingtheserviceindustry.com.

Last month, The Dwyer Group® sponsored a “Reveal Your undercover Role Model” sweepstakes through social media outlets. The sweepstakes, held during the week leading up to CBS’s airing of the “Undercover Boss: Epic Bosses” episode, allowed participants to post a short story about a person who had made an impact in their life. Ashley shared a story about a former debate coach at Baylor University, Dr. Karla Leeper and the impact that was made in her life. Here is the message that Ashley submitted about her undercover role model.

“When I heard about the undercover role model contest, Dr. Leeper and her impact on my life immediately came to mind. Dr. Leeper has influenced me both indirectly and directly. Dr. Leeper’s success as a debater, followed by her accomplishments as director of the debate program at Baylor, and most recently her professional achievements as Chief of Staff to Ken Starr, have served as an inspiration for me. Her success has helped me to push myself to set my goals higher and to work hard to achieve them. Since I had the privilege of meeting Dr. Leeper, I have witnessed her efforts to extend awareness about women’s leadership events around Waco to young women around her. Dr. Leeper has truly shaped my aspirations and her accomplishments have made their realization a greater possibility. I would like to thank The Dwyer Group for allowing me to reveal Dr. Leeper as my undercover role model. With financial help from the contest, I have sponsored a cat condo at Fuzzy Friends Rescue in honor of Dr. Leeper.”

Ashley is a second year graduate student in the Communication Studies department at Baylor University. She is a highly motivated young lady fueled by a passionate drive to succeed, an experienced debator, a teaching assistant, and, like so many others, a struggling college student. The Dwyer Group is proud to support Ashely as she continues her studies at Baylor University, and we wish her the best as she achieves her degree.

To all of those who participated in our sweepstakes, thank you for your stories and your inspiration. We encourage you to take the time to tell your role model what they mean to you and the impact that they have made on your life. There is no time like the present to tell someone how much they matter to you.

For more information about The Dwyer Group and the ways through which we support both business and personal success, visit our website at www.leadingtheserviceindustry.com.

When Wallace Vernon decided to embark on a new business venture, he couldn’t be entirely sure his plan would work, but the competition was high in the rent-to-own business.

As an owner of several of Aarons® rent-to-own stores, Wallace needed to get ahead of the national department store, Texas grocery chain and other businesses creeping into the rent-to-own market in his area. A certified public accountant by trade, Wallace’s business sense was astute and he had a plan.

“I only have to be less incompetent than my competition. There’s always competition, in any good business, you’re going to have competition,” Wallace said humbly.

As an entrepreneur with 14 Aarons rent-to-own franchise locations and 11 Cash Pawn shops, Wallace had many appliances on his hands, all which were in need of repairs from time to time. But rather than hire a full-time technician, Wallace saw potential for a new business.

“I knew I couldn’t afford a full-time appliance technician. I didn’t have enough work, and I would need to get into a situation where I could market the technicians’ services to the general public,” Wallace said.

Wallace thought if he started an appliance repair business, he could use the business to service his rent-to-own clients’ appliances, the appliances for his pawn stores, and also serve the general public at large. Taking on an appliance repair business not only would help increase rent-to-own customer base through cross promotion, but also be another asset to his 30 other businesses.

Starting an Appliance Repair Franchise

In April 2012, Wallace started the Mr. Appliance® of Central Texas.

“It is just kind of a natural fit to the Aarons business and the appliance sales,” said Wallace. “It’s just another service that we can give our customers. And make sure that that service people that we send out to their homes are trustworthy and presentable.”

Going with a franchise made sense to him. First, the brand recognition and marketing package made entering the appliance repair service market easier than developing a strategy from scratch. Secondly, since he wouldn’t be managing the day-to-day operation, Wallace needed a turn-key solution. Business systems that would allow him to see daily reports were critical.

“The financial reporting… is one of the big selling points to me, because of the way I manage all my businesses. I don’t talk to my Aarons general manager or my Mr. Appliance manager everyday,” said Wallace. “That’s something that the Mr. Appliance business has provided me is the financial reporting data that I need to be able to manage the company from my office.”

Challenges Along the Way

Although the franchise concept did have its advantages, the business faced some hurdles starting up.

First, Wallace needed to find a partner, someone to manage the day-to-day working of the business. Wallace said he looked for a person who had the technical skills, as well as experience overseeing employees and their work. The next challenge lied in obtaining manufacturers’ certifications. Mr. Appliance of Central Texas would need to become an authorized service representative for all the appliance brands sold or leased in the rent-to-own stores.

However, one of the biggest obstacles in aligning the two businesses was communication. Sometimes a Mr. Appliance technician would be called out for a minor repair when the rent-to-own store personnel could have performed the work easily.

“They’re all different businesses and each one has to make a profit in the final analysis. We’re not reducing Mr. Appliance rates to do work for Aaron’s,” Wallace said. “I have many different businesses and many intra-company interactions, I have to keep a close watch on them to make sure that rivalry doesn’t overshadow the business’ purposes.”

Wallace says it’s his job to make sure these types of miscommunications are resolved, and that the overall strategy is better for both the businesses and the customers. With an appliance repair business, Wallace has complete control of the rent-to-own client’s customer experience.

“That’s what it’s all about. We have to keep our customer’s happy. I’m more confident that my Mr. Appliance guy showing up to my Aaron’s customer’s home is more likely to keep them happy than some guy I have no control over,” Wallace said.

After being open just 14 months, Wallace said he expects to turn a profit on the appliance repair business this fall. He recently brought on a new technician, bringing the Mr. Appliance staff to six team members: a general manager, two customer service representatives and three technicians.

Why are franchises and veterans a great match?

Mary Kennedy Thompson, a former military member and the current president of the Mr. Rooter® plumbing and drain company, discusses her observations about veteran owned franchises claiming that “people who come from the military like to belong to systems.” Systems for success are the backbone of the franchising industry.

These systems provide experience, stability, and success to both pre-existing and startup businesses.  However, the success of the system often depends on how they are implemented within the business by the owner. In that regard, veterans make fantastic franchise owners.

Veterans are often well-organized and value the consistency and dependability of the systems offered in a franchise. Therefore, veterans and franchises work well together. Not only do veterans posses the proper disposition and abilities for running a franchise effectively, but they also have a distinct advantage when purchasing their first franchise.

Big benefits for veterans:

Franchise companies offer great discounts and benefits to veterans. According the IFA, the Vet Fran program, established by Don Dwyer in 1991, is composed of over 500 franchise companies who are dedicated to supporting veterans through franchise opportunities. Benefits for veterans come in many forms, shapes, and sizes. In particular, The Dwyer Group®, which was also founded by Don Dwyer, proudly offers retired military members a 25% discount on their initial base territory purchase as well as a number of special vendor discounts.

Dina Dwyer-Owens, the daughter of Vet Fran’s founder and current CEO of The Dwyer Group, revived the Vet Fran program in 2003 with the goal of her father’s dream to “aid veterans’ return to civilian life by helping them realize the American dream of small-business ownership.”

For franchisees this is a significant financial advantage which helps to make business ownership a reality. For franchisors these discounts offer a way to support and recognize the contributions made by former U.S. military members and also gain reliable and dedicated business partners to represent their brand. Together, veterans and franchises can be the building blocks to success.

For more information, about the Vet Fran program and the benefits offered to veterans through The Dwyer Group franchise visit http://www.dwyergroup.com/vetfran/. For information regarding the different franchise opportunities offered by The Dwyer Group visit their website at www.leadingtheserviceindustry.com

Or you can visit the Vet Fran website for more information on the other 500 companies that offer discounts to veterans at http://www.vetfran.com/vets/.

When family members have a great track record for working well together, those easy and practiced lines of communication can translate into the business which helps to promote openness, trust, and efficiency, but having families work together under stressful circumstances can also cause a unique number of difficulties. However, with proper planning and foresight business owners can avoid a few of the major pitfalls to help ensure that even in the midst of a stressful business situation their family relationships can still grow.

According to an article published by ACACIA HR Solutions, two of the major problems that can arise from hiring family members include: unclear lines of authority as well as an increased difficulty making decisions because of relationships.

Problem #1: Difficulty defining who’s in charge. Family members can feel so comfortable with one another that they do not hesitate to criticize each other. Typically, employees do not criticize their employer unless invited to do so. However, family members are often more outspoken with their opinions and criticisms.  As a result, it can become difficult for families to distinguish the real authority figure in a business.

Solution #1: Clearly define each family member’s role. Business owner should clearly define the roles that each family member will fulfill and even provide a written job description before their employment begins. These job descriptions should be specific and should assign direct supervisors to family members. This may appear awkward in the beginning, but it can be a great preventative measure for halting future conflicts.

To help clarify these boundaries, businesses should create an organizational chart that defines everyone’s position and their supervisors. These are easy to create with a simple computer program. For more help crafting your small business’ organizational chart visit: http://smallbusiness.chron.com/make-organizational-chart-small-company-25020.html

Problem #2: Difficulty making hard decision based on logic and not emotion. In a study published in the Cerebral Cortex Journal, researchers suggest that it is virtually impossible to entirely exclude emotion from someone’s decision making process. People often associate family members with strong emotions, whether positive or negative.  However, the strong bonds that family members have with one another can inadvertently cause conflicts of interest between the business and family.  If business owners hire family members only out a sense of obligation or because of family pressure, it can cause frustration and conflict even in the best of relationships.

Solution #2: Respond with “let me think about it” instead of “yes.” Business owners should not be pressured into making employment decisions around the dinner table and avoid acting impulsively. Saying, “Let me think about it” gives business owners the freedom to consider their options before making any commitments. Unfortunately, not every family member would make a great employee. So business owners should think about the qualities that the family member would bring to the team just as though they are hiring a complete stranger.

While similar relationships can be developed with new employees, it is difficult for a typical employee to earn the same level of trust, commitment, and loyalty that a family member would have. On the other hand, blurring an employee/family relationship can be tricky but well worth the investment.

For more great small business advice or for an opportunity to begin your small business adventure as a franchise, visit the www.leadingtheserviceindustry.com.

The job of a small business owner can be challenging, stressful, and at times, downright overwhelming. Perhaps it’s a misplaced tool causing frustration or trouble communicating with an angry customer, the day-to-day trials of owning a business can wear on a person’s physical and mental well-being.

It’s important to learn healthy ways to cope with stressors in your life, as stress has been shown to put individuals at an increased risk for heart disease, sleep problems, digestive problems, among other health issues.

Here are 3 practical tips to make a busy life less stressful and more enjoyable:

Chairwoman and CEO of The Dwyer Group®, Dina Dwyer-Owens, shares her “Three Wins.”

Maintain a Positive Attitude

An internal monologue geared around positive thinking helps you approach challenges in a more productive way. Stress can be reduced by simply eliminating negative self-talk.  Instead of ending the day with to-do items you will not be able to tackle for another several hours, take a minute before bed to focus on the positive aspects of your day. Write down in your phone or on a note pad “Three Wins” or accomplishments you made that day. As a way to look forward to tomorrow, write down what you will “win” the next day.  The “wins” represent moments or actions that bring value and bring meaning to your life.

Take Breaks

Studies have shown that “powering though” a project or activity actually has a negative impact on your productivity. Just a few minutes break will give your mind a chance to refocus and refresh. However, don’t go straight for the online cat videos for a mental reprieve. Try going for a walk in the park or around the office during work hours. Exercise has been shown to increase productivity, grow work capacity and decrease sickness.

Volunteer

Generosity and giving can improve your mental and physical health according to a 2003 Michigan University study. It can also reduce stress.  Volunteering is an extension of great customer service. Rather than obsessing about one’s needs, volunteering and giving to the community turns one outward to have a positive impact on others’ lives. Altruism requires a person to be sensitive of other peoples’ perspective before his or her own.  It feels good to help others and contributes to one’s own sense of value.

Whether you chose to try these ideas or create your own, small activities to help manage your stress will pay off for you and the lives you touch: your family, friends, employees and customers.

At The Dwyer Group® we believe in the untapped potential of every human being, and that every person we help achieve their potential fulfills our mission. To learn more about The Dwyer Group’s established business systems visit www.LeadingTheServiceIndustry.com.

Ron Madera, the president of The Grounds Guys, shows his enthusiasm for this new company tradition saying, “The annual Grounds Guys Day is a time when franchisees around the country and we here in Waco take time to enjoy life by rewarding employees with a fun activity or a team-building exercise.”

 “Each franchisee picks the date and activity, so Grounds Guys Day could be happening all the time, all over America and Canada,” says Ron. “Today we chose to do lunch at Fuddruckers, followed by an afternoon of bowling. It is a great way to cement relationships on the teams and to build camaraderie.”

This special day celebrates businesses success, promotes the culture of C.A.R.E. (Customer first, Positive Attitudes, Respect for people and things, and Enjoying life) cultivated by The Grounds Guys, and also promotes team building, camaraderie, and communication.

Having a special event like Grounds Guys Day is a one way that small business owners and franchisees can create stronger teams and increase productivity. According to the Small Business Chronicle these types of team building activities help to foster a stronger working environment in four ways:

1. Building trust between employees
2. Easing conflict and relieving tension
3. Increasing employee collaboration
4. Promoting effective communication

Fun team building activities like Ground Guys Day is an extension of the Code of Values® practiced by all of The Dwyer Group brands including: Aire Serv®, Glass Doctor®, Mr. Appliance®, Mr. Electric®, Mr. Rooter®, and Rainbow International®.

The Code of Values at The Dwyer Group includes four elements Respect, Integrity, Customer focus, and Having fun in the process, and Grounds Guys Day is one way in which The Dwyer Group practices having fun in the process.

“If it isn’t fun, it isn’t worth it,” writes Dina Dwyer-Owens in her book Live R.I.C.H.: How to build success in your company and your life with a proven Code of Values®. From her experience in the franchise business she writes, “The people who follow the value that stresses having fun in the process are the franchisees everyone admires. They are the associates everyone wants to be around. They are the people who put you in a good mood. There’s an energy about them –a fun energy!”

Owning a franchise can be hard, but, more importantly, it should be fun. There are many ways that The Dwyer Group and The Grounds Guys franchise finds ways to have fun in the process. For more information about franchise opportunities with The Dwyer Group, visit our website at www.leadingtheserviceindustry.com.

Myth: “I’ll have to do everything your way. I’ll lose my freedom”

In fact, many of the most successful franchisees are those who can think outside-of-the-box. It’s true; there are a lot of rules. However, these should not be seen as a limiting factor, but a framework on which to build a business. There’s plenty of room for the creative entrepreneur in franchising.

Think of the franchise concept like a playground. There’s a fence and certain rules that he kids must abide by, but within those parameters the children are free to have as much fun as their hearts’ content. The fence keeps the children from running into the street and getting hurt.

Franchising works in a similar fashion. The rules give franchisees a tested and established way of doing business that is relatively safe, and most of the rules deal with the very basics of business operation. The rules form the parameter or safe-zone for franchisees to work within.

Beyond the basics though, you’re in charge. As a business owner, you decide how to recruit employees, market your location and promote your business. For instance, did you know the McDonald’s breakfast staple, the Egg McMuffin, was created by a local franchisee?

Room for Innovation in Marketing
As a franchisor, The Dwyer Group® has seen many franchisees who have employed their creative sides in the business. Although the rules vary depending on the franchise concept, there is plenty of room for innovation.

“First of all, we are independently owned and operated. So we are an independent franchise. We do have the option to do what we choose to do to a certain point,” said Steve Johnson, Mr. Appliance® franchisee based in Birmingham, Ala.

Recently, Steve acquired a second concept, Aire Serv®, and has developed his marketing strategy to cross-market his appliance repair service and his HVAC service.

“For example, we do a TV commercial and not any of the other Mr. Appliances do a TV commercial. Since we own both franchises, I can do a TV commercial and integrate both concepts together,” said Steve. Steve sees the national headquarters and other franchisees as an advantage to his business, and he uses the network as a sounding board.

“What I like about it is if I choose to look at Internet marketing, I have a marketing person and other franchises I can reach out to and ask, ‘Hey, how did this work for you?’”

Taking on a franchise doesn’t mean your business can’t have personality or that you can’t be creative in business. As a franchisor, The Dwyer Group encourages its franchisees to focus on customer service and the Code of Values®, but how those are interpreted come out in some amazing ways:

Code of Values Rap

Harlem Shake with The Grounds Guys of Owensboro

Franchisees have to play within the franchisor’s rules, but that doesn’t mean they have to lose their freedom or turn off their creativity.

We’ll be continuing the Myths of Franchising series over the next few weeks, subscribe to the Morning Huddle blog  to catch the next update.

A Team Leader for The Grounds Guys, one of seven subsidiary companies of The Dwyer Group®, Pat Hyland states, “From my experience, I believe that the biggest reason that contractors lose relationships with their customers is because they don’t communicate with them. I mean think about it. The only time a customer is likely to see or hear from a contractor’s office is when the bill is due.” As such, The Grounds Guys has used an industry standard of poor customer communication as a means to differentiate themselves from its competitors

In two years, 103 Grounds Guys locations have opened across the United States. At the current rate, the franchise may exceed the original goal of 150 new locations by the end of 2013. A large portion of the company’s success is accredited to the unique way in which customers are treated.

According to Pat, The Grounds Guys as well as all of The Dwyer Group’s subsidiary companies focus on “providing customer service experiences that create cheerleader customers.” These customers are so excited about receiving an unexpected level of customer service and commitment that they share their great experiences with their friends and neighbors.

By focusing on creating a unique customer experience, The Grounds Guys is set apart from the competition in the industry.  These franchises offer not only quality service but also a quality experience.

A strong foundation is vital to running a successful business. When a company is able to bypass large issues—such as communication barriers—right from the start, they can put themselves on the fast track toward success.

If you are an entrepreneur, small business owner, or a current franchise owner you could benefit greatly by following the example set by The Grounds Guys franchise. Pat suggests that, in his experience, finding the right combination of systems and technology, allows business owners to discover ways to create an exceptional customer experience that can turn good customers into cheerleaders. Remember, there is a big difference between a good experience with a company and an exceptional one. What type of experience does your company provide?

If you have questions about The Grounds Guys and the work they offer you can find out more by visiting www.thegroundsguys.com. If you are interested in becoming a franchisee with The Dwyer Group you can explore opportunities by visiting www.leadingtheserviceindustry.com.