recognizing that the successful building of trust and rapport with customers is not an additive process but an exponential one. The team is dedicated to doing things right, which makes the company’s screening process so important for ensuring new hires have the personality and empathy required. This approach is evident in the Dallas location’s specific managerial practices, which foster a family- “Above all, we provide the appropriate tools and training for our franchisees to be successful. Bringing them on board and letting them just run their business without some level of participation and support would be absolutely disastrous. So, making sure we constantly provide them with updated tools and training, whether it be software or processes, is critical,” Dimitroff explains. The leadership team trains franchisees to lead with empathy and to exceed service standards, 98 BUSINESS VIEW MAGAZINE VOLUME 12, ISSUE 09
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