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It is often said in the franchising industry that allowing franchisees which are too entrepreneurial into your system is a mistake. If you aren’t in the franchise industry, you probably haven’t ever heard about this, and you are saying; “huh?” But perhaps I should explain it to you. You see, franchisors have a specific business model, and each franchisee that joins the system is to run their business model exactly in that specific way.

As a former franchisor founder, I can tell you that in the many years of developing our business model, I had built all the mistakes out of the company, and continually refined it until it was good enough to franchise. If a new franchisee comes in and doesn’t want to follow the program, or acts like a rogue franchisee trying to modify and change the system here and there, they are liable to go back and make all the mistakes that the business model had built out of the program. Therefore it makes more sense to only allow franchisees that will follow the system exactly, without deviation, into the system.

Okay so, now that I’ve explained why this is important, let me explain why it is also a double edge sword. You see, in the marketplace you need innovation, and when customers ask for certain things, you need to oblige. If a franchisee is following the system, they are liable to tell a customer; “I am sorry, our policy is to do it this way.” And if all of your franchisees say that, and there is a trend in need, desire, or wants from customers out there, eventually you will have to acquiesce, and your entire franchise system will have to change.

Of course change comes very hard if no one within your organization is entrepreneurial. Now then, those entrepreneurial franchisees who have somehow worked their way into your system, are going to be hard to please, because they want to do things their way instead of your way. I would submit to you as a franchisor founder you need to take your most entrepreneurial franchisees, who will also be the most outspoken, challenging your system at every turn, and often becoming a pain in your rear end – and you should put those franchisees on your speed dial.

That’s right… are you being seduced? (Insert Barry White playing in the background) Are you being seduced by that hot, sexy, hard to get but must have… err… thing? That’s right, thing! I’m not talking about a super model, or a person at all! In fact I’m talking about two little words that are causing more people pain and anguish than a bad relationship could ever cause. What two little, dirty, painful, seductive words are they? Right Now!

These two words by themselves are so simple, with really no meaning at all other than right in this moment. Actually these two words when used properly can be very powerful. As in we live in the moment, right here, right now. But that is not what I’m talking about here. That is not the seduction that is happening on a regular basis each and every day by these two words.

No what is happening every single day to thousands of people all over the world is that right now is seducing them to think that they can have it right now. What you ask? Whatever they want is what they are being told. They can have it ALL right now! Simple and easy and with a push of a button, or a flip of a switch, or a… and the list goes on and on and on.

It is true that you can have whatever you want. There is no doubting that. That has been proven time and time again. Where the seducing, or let’s put it more bluntly, the lie begins is that you can have it right now. You don’t have to do anything, yet you can have it right now. For people who are desperate to change what they have, to change their results, they are easily convinced that it is possible; that they can have it all that easily.

Most business owners who are interested and motivated in running their business look for ways and means to improve the business productivity and that means improving customer relations. One way to do this is by having the right on hold messages for when customers phone and have to be kept on hold.

Statistics show that without anything to listen to, customers who have to wait on the phone will hang up within about 30 seconds. But if they have an on hold message and music to listen to they will often wait for up to three minutes. The benefits are immediately apparent as your staff will have many more customers to talk to if they do not hang up so soon. More customers mean more business.

There are certain other benefits when you have the right on hold messages for your customers to listen to.

· It not only keeps the customers on the phone for longer, it puts them in a better mood so that they are easier to deal with.

· You can use the messages to impart important information about products that the customers may find useful.

· You can brand your company with the right kind of messages.

· You can reassure the customer that they are important to you as a business.

· You can inform them about other goods or services they or their friends may need.

· It presents your business in a professional light. Most customers are now used to on hold messages and if there are none they feel like the business is disorganised or unprofessional.

It is true that communication is extremely important in customer relations. When you communicate clearly and effectively it makes the customer feel valued both as a person and as a customer. They will therefore be far more likely to deal with you again and to recommend you to their friends. Having hold music and messages is a time-honoured way to ensure that is what happens to your customers.

Your management has given you the task to implement business continuity, but you’re not really sure how to do it? Although it is not an easy task, you can use the BS 25999-2 methodology to make your life easier – here are the main steps necessary to implement this standard:

1. Obtain management support

Although this is not a mandatory step in BS 25999-2, this is certainly the crucial step in the beginning – if the management does not understand the benefits of business continuity and is not committed to this project, your project is most probably going to fail.

2. Treat it as a project

It will take quite a lot of time and resources to set up your business continuity management system (BCMS) – you have to define clearly what needs to be done, in which time-frame, and what are the roles in project implementation. In other words, you have to apply project management methods.

3. Define objectives and scope; write down a BCM Policy

You have to define what is it you want to achieve with the BCMS – compliance, decreasing the level of risk, requirements of your customers/partners etc. You also have to define what you are going to include in your BCMS – the whole organization, or just a part of it. For instance, you may decide that you are going to include only your data centre if you are providing hosting services to your customers. All of these have to be documented in the BCM Policy.

4. Defining roles and responsibilities for BCMS

Because the BCMS is going to become a permanent activity in your organization, you have to define clear responsibilities for it, especially for the “sponsor” of the BCMS (someone accountable for the BCMS but not engaged in day-to-day BCMS activities) and “BCM coordinator”, “BCM manager” or something similar to it – one or more persons with active duties regarding the BCMS. It is the best to document these roles and responsibilities in your BCM Policy.