Page 51





repairs to portable electrical equipment. Operational training is blended with the technical training and is delivered by the support staff that interacts with franchisees on a daily basis. “As our business is largely compliance driven, the operational training delivered during induction is incredibly important,” explains Sarah Allen. customer service module Equal to at least two days. This includes learning to deal with the public on a daily basis, managing clients if/when having to disrupt their every day activities, seeking customer feedback, and telephone and quoting protocols. “We train franchisees on the best way to approach clients to discuss the shutting down of equipment and on strategies to deal with challenging clients,” explains Allen. “Our standard process is for all franchisees to seek feedback from every single client they visit - as we know that a small issue rectified immediately will alleviate future larger issues,” she says. “We are also passionate about phone etiquette and spend time training franchisees on the importance of a quick response time when clients have queries or prospective clients are seeking quotes,” adds Allen. buddy training Two weeks with an existing franchisee to refine technical skills while working on existing ATS client sites. refresher training Ongoing telephone support and technical videos. ideal franchisee Self-motivated go-getter who understands the need to develop a partnership approach with both ATS and their customers to achieve their business goals. Franchisees must have the desire to grow their business and display exceptional customer service. “We are looking for passion and enthusiasm, a genuine interest in the safety industry, commitment to the highest level of customer service, loyalty to ATS and its customers, professionalism, accountability and a strong team ethic,” says Allen. “When it comes to previous work experience or skills, there really are no formal requirements as the technical skills can be learned during training,” Allen explains. “We have found however, that a franchisee who has a more technical and hands-on outlook grasps the technical aspects of our business more quickly.” noteworthy ATS support staff provide a complete administrative service for franchisees. Allen says staff in the support office schedule all jobs, process all testing data and prepare all invoices on behalf of the franchisee. “This then ensures that

our franchisees are completely focused on the key drivers of their business growth - growing their local customer base and providing ongoing exceptional service to their existing customers.” Image: Appliance Tagging Services

Images: Thinkstock

Safety services | Opportunities

ATS franchisees aim to provide exceptional service Image: Appliance Tagging Services

The ATS franchise network is integral to the future growth and success of ATS as a whole, Allen explains. “This is underpinned by our commitment to customer service, our high standards of service excellence, our professionalism and the strong working relationship that exists between ATS management and its franchisees.”

SAFetYQUIP concept: mobile one-stop shop for workplace safety established: 1992 franchising since: 2002 no. of franchisees: 15 in Australia (QlD 5, NSw 3, vIC 4, SA 1, wA 2). overall training Ninety days/three months. formal training Specific classroom undertakings cover generic product training, computer systems, business management and sales, marketing and merchandising, and then on-site training conducted via suppliers and the franchisor staff. Supplier training This is imperative as this business sells workplace health and safety clothing and equipment. National suppliers complement generic training with their unique product specific information. technical component More than 50 percent of overall training (via classroom, on-site, supplier/manufacturer training on range and products, and 24/7 online training). Technical training includes the study in generic application terms of 11 protective products categories (specified in Australian Standards) for head protection, www.FRANCHISe.Net.AU


Franchising Magazine May / June 2013  

What should you look for in a franchise? Find out nine key elements to consider before you purchase in the latest issue of Franchising magaz...