Issue link: https://read.dmtmag.com/i/43031
28 • OCTOBER 2011 • WORLD FENCE NEWS Creating a fence franchise company model BY TOM LUBY, PROFIT BUILDERS INTERNATIONAL SLIDING GATE HARDWARE Carriages What if you could standardize Round Post Mount Bracket Track every single operation in your fence company to produce a "McDonald's" or "Burger King" type business model that would virtually guarantee your success as a fence contractor? What if you could create the most efficient op- erating systems possible that would allow you to operate at the very high- est levels of efficiency and make the most profits possible? What would that model look like and how could you in- stall it in your company? I was hoping to actually be in the field working at a real fence company by the deadline for this article, work- ing on building just such a model. Although my plans have been de- layed a few weeks, I have begun the planning stage and by next month I should be reporting back to you from an actual fence contractor operating in the Midwest. In the meantime, here are some of the initial operating procedures for our imaginary fence franchise model that hopefully you can adapt for your com- pany to help streamline operations and prevent many unnecessary errors and missed opportunities that plague so many small business operations. Again, the ultimate goal here is to help you to be the very best fence company in your marketplace and the logical choice for any and all potential fence customers, both commercial and residential, in your region. Operating procedure module I Initial customer contact – order entry – processing Administration & office procedures Initial customer contact Remember that the first contact with the customer is among the most important! Your initial department on the phone or in person reflects on the en- tire company and the customer's view of the competency of the entire com- pany. Receptionists, secretaries and/or counter personnel must always reflect a positive and polite attitude when an- swering the phone; you are invariably the very first contact the customer has with Your Fence Company and there- fore you provide the first impression of the company to that prospective customer. Product knowledge and profes- sionalism is critical. Follow an exact procedure list that we will outline each and every time you come in contact with a new prospective customer. Here are some sample sales refer- ral methods utilized by Your Fence Company: 1. Word of mouth / referral con- tacts. This is by far the most important customer contact method. Sales staff, office personnel, management, in- stallers and laborers – in fact, every- one in the company – must all be responsible for presenting a positive company image on and off the job and promoting new sales to any potential customer in the community. 2. Phone-in contacts and Internet referrals. The primary referral source has