Why Your Tone of Voice Matters

Before I tell you about a piece of research that could save you from some serious relationship headaches, even being sued, I'd like to mention something about these Tips. Alexis, who looks after our franchisee satisfaction surveys, said yesterday the Tips give her "wise man moments", which is when you hear something that makes so much sense you can't believe you never thoug 
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The One-Legged Man Who Changed My Life

I've recently been putting together a book of these tips and while rummaging through my files I discovered what could be called "the original tip". It's a remarkable true story I emailed to some clients many years ago. I was on the final leg coming back from Singapore after talking at a Franchise Summit. Ansett had just collapsed and we had all been moved to a Singapore 
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How Not to be an Arrogant Fool

There is a famous TV interview with Jimi Hendrix, soon after his jaw-dropping Woodstock performance, in which the interviewer, Dick Cavett, says "You're considered one of the best guitarists in the world". Hendrix shakes his head, looks down at his fingertips in embarrassment and mutters "How about one of the best sitting in this chair". It is a moment of genuine humility.  
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When a Franchisee Calls

What do people in your Franchise Support Office say when a franchisee calls? If part of the conversation is "Don't bother looking at the manual, it's out of date", it may be time to take a fresh look at this highly underrated franchise success tool. We regularly hear franchisor executive grumbling about franchisees not following the system. However when questioned more  
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Stairway to Multi-Unit Heaven

"All that glitters is gold". Led Zeppelin fans will recognise this as the second line in Stairway to Heaven. However, a single unit franchisee that glitters is not necessarily a golden multi-unit franchisee, as you'll see in the 20 Steps to Multi-Unit Heaven below. These 20 Steps were part of a webinar I recently delivered with Jason Travis on Strategies and Tools for M 
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The art of scooping poop

"No matter who you are or what you do, if you've got a dog you'll be scooping poo!" My hairdresser shared this little realisation yesterday as we discussed what a leveller it is to walk behind your dog and perform the scooping ritual. We both laughed. Earlier in the week I had attended a workshop on the work of Milton Erickson, one of the great psychotherapists of the 20t 
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Avoiding the "Whoops" Factor

We’ve all had those “whoops” moments when we remember what we forgot. Some slip ups are innocent, like forgetting to buy milk. But in some situations they can be fatal. One of my favourite books is The Checklist Manifesto by the surgeon, Atul Gawande. In it he explains how the number of people dying unnecessarily in hospitals is now decreasing because of  
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Avoiding the Curse of Success

It would be fair to say we all seek growth, progress and success in life. But ironically, while we all want to experience success, it often comes with a hidden curse. The truth is, success can be positively dangerous, especially if it leads to complacency, arrogance or a sense of entitlement. Jim Collins, who wrote the book, Good to Great, refers to this as "hubris born 
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Increasing Your ROI on Conferences and Meetings

I'm regularly asked for ideas on how to improve the value of conferences. As you probably know these are a huge investment for everyone in a franchise system. Because I've just returned from an excellent client conference, I'm feeling a little inspired to share some thoughts. These are based extensive experience with hundreds of conferences as well as feedback we’ve c 
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Why Holidays are for Wimps

I've just returned from the 10th Organisational Psychology Conference in Perth. A couple of hundred psychologists from around the world came together to share some fascinating research on improving the performance and satisfaction of people at work. A major theme was work-life balance. Because we know work stress is a significant challenge for many franchisees and franchiso 
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