Page 119 - Business Plans that Work A Guide for Small Business

110 • Business Plans that Work

values, shipping dates, and tracking numbers. Additionally, our Web site can solicit
and aggregate customer surveys about quality, efficiency, and overall satisfaction, to
be factored into staff evaluations. These surveys also allow customers to register
complaints about local managers and franchise owners, keeping HQ informed about
local operations. GPS trackers onboard the delivery vans provide real-time locations
to the customer-service personnel to allow for accurate
timeframes for pickups and deliveries. Eventually, the locations
For a service- of the vans will also be available to customers in real time via
oriented business, manag-
ing customer complaints the Web site.
and questions is central to
success. While many com-
panies today use automated Call Center
call centers or direct you
to the Web site, Lazybones
enhances its competitive Customers can also sign up for laundry service via our toll-
advantage by providing free number. This customer service phone bank is able to
access to a live person.
There are costs associated handle all customer questions, concerns, and complaints.
with such a service, so it Customer service personnel coordinate with personnel at
is important to make sure
that the benefit (satisfied a location to address problems, such as lost or damaged
customers who continue
to do business with you) laundry, and track such issues until they are resolved.
outweighs the cost.
Databases
Lazybones HQ maintains a customized Web-based database of
Database develop-
ment and management are all customers, account histories, personnel hours, and laundry
key components of scale
and essential in franchise processes. This automates much of the data collection and
operations. generates the forms, e-mails, and reports needed. The system
automates credit card charging so that a customer’s account is
charged as their laundry is weighed in, and the company can automatically solicit
renewal if the customer’s plan is running out. These hundreds of weekly invoices and
payments are automatically posted in batches into QuickBooks accounting files for
each location.
This section
highlights how corporate
operational activities pro-
vide value to the franchise. 5.3 Franchise operational Differences
This will likely motivate
potential franchisees to buy
a Lazybones franchise. Customer Service
Company-owned stores use the call center to handle customer
service. Franchisees will not be required to use the call center, but can pay to use
it when short staffed or extra busy. All local customer service complaint and issue
e-mails come directly to the local franchise, who must then handle and resolve them.
Payroll and Accounting

Corporate HQ handles state and federal taxes for its company-owned stores.
Franchisees will have to process their own sales taxes and their own annual
returns. Child support, workers’ comp, and disability insurance are all handled by
HQ for owned stores but will be handled locally by franchisees.