How often are you asking your business unit operators for feedback? This is critical for any multi-unit system to get ongoing feedback on corporate policies, programs, procedures, strategy, direction, support and initiatives. They appreciate and welcome the opportunity to participate and have their opinions and concerns heard. This data should be shared with your Executive Management, Advisory Councils, Corporate and Field Personnel to strive for continuous improvement at all times.

In addition to assessing your customer satisfaction levels, it is important that you also survey and get feedback at the unit level management and owners.

There are a lot of issues that your operators won’t share with you and that is the reason why you should have an external consultant who could help you collect this vital information. You need to know if there are problems developing and you need to ensure that your network of operators are part of the process and giving you ongoing feedback to ensure your success.

After all, a happy front line would ensure a successful business.