Sandy Ferrera:

The recruitment process is there for your benefit as well as ours. This is a longterm commitment and we want to be on the same page as far as your desires and our desires. And I think that the recruitment process really is an opportunity for number one, you to figure out, “Is this a business that I want to be in? Are these people that I feel secure with that are going to help me when I need the help?” And for us, what we’re looking for is number one, can you follow a plan? Do you believe in it? You may not be as passionate as I am about it, but do you believe in it? Is this something that you see yourself doing? And also are you someone I can support? Can I get on the phone with you? Can I fly out to your house and sit down with you and have that conversation when we’re going through tough times?

We’ve had a couple of franchisees that decided that this wasn’t the business for them. I didn’t understand it, I couldn’t understand, they had this viable business that was doing well, why they would want to sell? But it wasn’t for them. And so we were able, because we had that relationship, to say, “All right, let’s get you out of it. Let’s find somebody who you are going to be happy with to take over your baby and somebody we can work with.”

And so I think that the recruitment process is there for you to really explore and identify what it’s about. And the recruitment process for us really is about can we get you to that point where you see success? I mean I’m not sure there’s ever a finish line because, well, I haven’t hit it yet. But success in whatever form your success is. I think it’s different for every franchisee, and that’s important for us too. Yes, you want every franchise to be your top-grossing franchise, but that’s unrealistic. Some people are more comfortable here and some people are more comfortable here, and it’s our job to get them to where they want to go. And I say that it’s our job, they have obviously a responsibility to drive the bus, we’re the navigation tool and the Siri online support, the ra-ra cheerleaders, the kick in the butt when you need it.