1. INTRODUCTION TO THE MANUAL
  2. Manual Organization
  3. Ownership of the Manual
  4. Purpose of this Manual
  5. Importance of Confidentiality Keeping the Manual Current
  6. Submitting Suggestions
  7. Disclaimer
  1. INTRODUCTION TO YOUR FRANCHISE SYSTEM
  2. Welcome Letter
  3. History of the Company
  4. Who to Call
  5. Overview of Services Provided to Franchisees
  6. Site Selection
  7. Lease Approval
  8. Initial Training
  9. Other Initial Support
  10. Grand Opening Support
  11. Ongoing Training and Support
  12. Suggested Retail Prices
  13. Approved Suppliers
  14. Marketing
  15. Internet
  16. Overview of Your Responsibilities
  17. Visits From Us
  18. Fees
  1. PRE-OPENING PROCEDURES
  2. Introduction
  3. Establishment Of Business Form
  4. Business Structure
  5. Overview of Entity Choices
  6. Liability Protection
  7. Income Taxation
  8. Administration
  9. Other Factors in Entity Choice
  10. Bottom Line
  11. Where to Form Your Entity
  12. Naming Your Entity
  13. Assumed Name Certificate
  14. Site Selection Process
  15. Site Selection Criteria
  16. Market Analysis
  17. Seeking Approval of Proposed Sites
  18. Lease Considerations
  19. Seeking Approval of Lease
  20. Licenses, Permits and Taxes
  21. Introduction
  22. Business Licenses and Permits
  23. Optional Certifications
  24. Tax Registrations and Payments
  25. State Information Web Sites
  26. Additional Resources
  27. Training
  28. Scheduling Initial Training
  29. Initial Training Program
  30. Food Safety Training
  31. Setting Up Your Facility
  32. Building Out the Facility
  33. Construction Specifications
  34. Required Fixtures, Furnishings, Equipment and Services
  35. POS and Computer Systems
  36. Sign Requirements
  37. List of Approved Suppliers
  38. Initial Inventory and Supplies
  39. Required Items
  40. List of Approved Suppliers
  41. Utilities / Services
  42. Uniforms
  43. Bank Accounts
  44. Main Business Account
  45. Operating Account
  46. Insurance Coverage
  47. General Insurance Requirements
  48. Minimum Coverage Amounts
  49. Insurance Company Requirements
  50. Grand Opening
  51. Notification
  52. Two Weeks Out – Direct Mail
  53. Soft Opening – Publicity
  54. Week One
  55. Week Two
  56. Week Three
  57. VIP Invites
  58. The First Company Meeting
  59. Pre-Opening Checklist
  1. PERSONNEL
  2. Introduction
  3. Employment Law Basics
  4. Employee Rights / Employer Responsibilities
  5. Federal Regulations on Employment Relationships
  6. State Employment Laws
  7. OSHA
  8. Federal Standards
  9. State OSHA Programs
  10. Preparing to Hire Your First Employee
  11. Job Responsibilities and Ideal Employee Profiles
  12. Responsibilities
  13. Profile of Ideal Employees
  14. Job Descriptions
  15. Recruiting Employees
  16. Sources of Employee Candidates
  17. Job Advertisements
  18. Requirements to Advertise Open Positions
  19. Job Applications
  20. Application Form
  21. Confidentiality of Applications
  22. Interviewing Job Applicants
  23. Preparing For Interviews
  24. Conducting Successful Interviews
  25. Questions to Avoid
  26. Background Checks on Job Applicants
  27. General Tips on Background Checks
  28. Special Rules for Certain Records
  29. Pre-Employment Testing
  30. Miscellaneous Hiring Issues
  31. New Employee Paperwork
  32. Additional Steps in Hiring Process
  33. New Employee Orientation
  34. New Employee Training
  35. Personnel Policies
  36. Introduction
  37. Communicating Work Rules
  38. Paying Your Employees
  39. Wages
  40. Minimum Wage
  41. Benefits
  42. Employee Scheduling
  43. Employee Management Forms
  44. Employee Morale / Motivation
  45. Introduction
  46. Factors of Good Morale
  47. Signs of Bad Morale
  48. Improving Morale and Motivation
  49. Performance Evaluations
  50. Employee Discipline
  51. Resignation / Termination
  52. Resignation
  53. Termination
  54. Post-Separation Procedures
  55. Final Paychecks
  56. Explaining Termination to Other Employees
  57. Giving References
  58. Summary of Good Employee Management Practices
  59. Getting Legal Help with Employment Law Issues
  1. DAILY OPERATING PROCEDURES
  2. Introduction
  3. Required Days / Hours of Operation
  4. Customer Service Procedures
  5. Customer Service Philosophy
  6. Customer Feedback
  7. Customer Complaints
  8. Our Customer Complaint Policy
  9. Refund Requests
  10. Miscellaneous Customer Services
  11. Dry-Cleaning
  12. Lost and Found
  13. Service Procedures
  14. Greeting Customers
  15. Answering the Telephone
  16. Atmosphere
  17. Understanding the Product Offerings
  18. Working / Interacting with Customers
  19. Job Descriptions
  20. Suggestive Selling Techniques
  21. Passive Selling Versus Active Selling
  22. Merchandising Procedures
  23. Visual Merchandising Standards
  24. Merchandising Products
  25. Using Signage
  26. Meal Preparation Procedures (This section would apply only to food service businesses)
  27. Prepping Procedures
  28. Setting Up Preparation Stations
  29. Recipes for All Items
  30. Preparation Procedures for All Items
  31. Maintaining Inventory
  32. Dishwashing / Sanitation Procedures
  33. Opening / Closing Checklists
  34. Opening Checklist
  35. Closing Checklist
  36. Transacting Sales
  37. Entering Orders Using the POS System
  38. Cash Handling Procedures
  39. Accepting Personal Checks
  40. Accepting Credit Cards
  41. Suggested Prices
  42. Gift Certificates
  43. Issuing Gift Certificates
  44. Redeeming Gift Certificates
  45. Inventory Management
  46. Product Ordering Procedures
  47. Ordering from Approved Suppliers
  48. Changing Approved Suppliers
  49. Product Receiving Procedures
  50. Storing Procedures
  51. Labelling and Rotating Inventory
  52. Spoilage
  53. Operational and Financial Reporting
  54. Features of the POS System
  55. Generating Reports
  56. Analysing Reports
  57. Sample Reports
  58. Franchise Fees and Reporting Requirements
  59. Royalty Payment
  60. Marketing Fee
  61. Required Reports
  62. Financial Statements
  63. Loss Prevention Techniques
  64. Cash
  65. Inventory
  66. Required Cleaning and Maintenance
  67. Daily Cleaning and Maintenance
  68. Weekly Cleaning and Maintenance
  69. Monthly Cleaning and Maintenance
  70. Safety Procedures
  71. Preventing Accidents and Injuries
  72. Crisis Management Policy
  73. Reporting Accidents
  74. Worker’s Compensation Issues
  75. Fire Safety
  76. Robbery / Burglary
  77. Unruly Customers
  78. Using the Alarm System
  1. SALES PROCEDURES
  2. Introduction
  3. The Sales Process
  4. Identifying the Customer’s Needs
  5. Building Rapport with the Customer
  6. Handling Objections
  7. Understanding Your Competition
  8. Competitive Advantages
  1. MARKETING
  2. Promoting our Business in Your Area
  3. Your General Obligations
  4. Guidelines for Using Marks
  5. Marketing Standards
  6. Logo Specifications
  7. Required Marketing Expenditures
  8. System Marketing
  9. Local Marketing Requirements
  10. Regional Cooperative Advertising
  11. Grand Opening Marketing
  12. Local Marketing
  13. Introduction
  14. Direct Mail
  15. Radio
  16. Television
  17. Billboards
  18. Magazines
  19. Newspapers
  20. Yellow Pages
  21. Internet
  22. Networking
  23. Word of Mouth / Customer Referrals
  24. Public Relations / Community Involvement
  25. Press Releases
  26. Better Business Bureau
  27. Local Chamber of Commerce
  28. Team Sponsorships
  29. Community Service / Charitable Activities
  30. Obtaining Marketing Approval
  1. ADDITIONAL RESOURCES
  2. Web Sites For Small Businesses
  3. Web Sites For Organizations
  4. Web Sites For Employment Laws
  5. Web Site For Tax Information
  1. MANAGEMENT DOCUMENTS
  2. Daily Cash Sheet
  3. Absence Policy
  4. Applicant Information Release
  5. Sample Applicant Rejection Letter
  6. Sample Applicant Acknowledgment Letter
  7. COBRA
  8. Sample Collection Letter
  9. Time Spent During Work Hours
  10. Customer Satisfaction Survey
  11. Discipline Documentation Form
  12. Drug Test Consent Form
  13. Electronic Funds Transfer Authorization
  14. Emergency Instructions
  15. Job Application
  16. General Work Rules
  17. Holiday / Vacation Policy
  18. Restroom Inspection Worksheet
  19. Sexual Harassment Policy
  20. Smoking Policy
  21. Termination Meeting Checklist
  22. Employee Time Records
  23. Checklist For Handling Workers’ Compensation Claims
  24. Workplace Safety Rules
  25. Employee Data Form