Deliver + 1

Posted by richardhunter-rice on January 29, 2018

In the last post we talked about how to figure out what your customers want out of a positive shopping experience. Today we’ll talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. I’ve decided to split up this post so the next one will cover the 1% Rule.

Consistency is the key to any great customer service experience. If you want to take your satisfied customers to Raving Fan status, you have to go above and beyond the average customer service experience.

There are three ways to develop consistency:

Avoid offering too many customer service options.

We sometimes get so caught up in giving customers what they want we get away from our original vision. Instead, stay true to your vision and offer one or two solid customer service techniques that will set you apart from the competition.


You need to fine tune the current systems you are using before you can add anything to the mix. There’s nothing worse than launching a new program when you haven’t even worked out the kinks of an old system.


Put solid systems into place.

Once you know what you’re going to offer, you need to have a system in place to execute it flawlessly every time. This system needs to consistent of the right people in the right roles and responsibilities and technology that guarantees a positive experience every time. Emphasis needs to be placed on the results, which ultimately is the satisfaction of the customer.


Good training is the key.

Once you have your system in place you need to train people to use it properly and efficiently. This helps your people deliver the results your customers are looking for. While, train is essential for the system to work and for all your people to work together cohesively, appreciation will go a long way.

I hope this has given you a look into what you need to do in order to have a quality customer service system in place. If you need help, try our FREE test drive and gain access to a wealth of resources, tools and coaching.

Get in contact today, email us at


The Mortar Makes it all Happen

Posted by richardhunter-rice on September 19, 2017

Today I’m going to talk about the three keys to business development and how you can put the right bricks in place to build a solid foundation.






There are three main areas of business development:

  • Innovation
  • Quantification
  • Orchestration

If done well, these three areas will help you build a solid foundation for your business. So let’s talk about each one of these for just a minute.


Innovation should not be confused with creativity, which is the expression of ideas. Innovation is taking these ideas and putting them into action. This is where a large amount of your focus should be in the beginning and even throughout your business’ entire lifespan.


This, of course, refers to the numbers. We are talking about the value of your innovation. The best way to gauge this is by your customer response. Look to positive responses for what you are doing right and keep on doing it. Look to your negative responses to find out what you’re doing wrong and fix it. This will enable you to keep growing and progressing with the needs of your customers and business climate.


Once you’ve had a chance to find which areas are working, you can narrow down those areas and concentrate on making them the standout ideas. You shift your focus here to get the most out of your business and to meet the needs of your customers.

We can help you work through these three areas to put together your franchise prototype during your FREE test drive with Minerva Growth.

In the next few blogs

We are going to transition to the 7 specific areas you need to consider in your franchise prototype process:

  • Primary Aim
  • Strategic Objectives
  • Organizational Strategy
  • Management Strategy
  • People Strategy
  • Marketing Strategy
  • Systems Strategy


These 7 areas will fine turn your plan for the ultimate level of success.

Is Franchising Right For You?

Posted by richardhunter-rice on September 18, 2017

The biggest area of turn-key businesses is franchises. There is a franchise for every industry across the world, they are fairly easy to acquire and come with practically a “pop up” business of the box pre-assembled system. McDonald’s is a prime example that everyone knows, in fact, it is a $40 billion, 28,707 strong example. Huge.

So in this blog, I am going to talk about:

  • Business Format Franchise
  • The Franchise Prototype
  • Franchise Prototype Standards







Business Format Franchise

The business format franchise came from an earlier model which was called the “trade name” franchise. The big change was in the rights.

During the “trade name” days, the franchise owner only had marketing right’s, now franchise owners have owning rights to the entire business including all of their systems. This has allowed for a huge shift in focus,  to go from the quality and name recognition of the products carrying the business, to sales techniques that carry the business.

The Franchise Prototype

It was really the franchise prototypes that allowed for the changes to be made that help today’s franchises really stand out.  With the techniques developed by the owners, instead of the corporation.

This can and does make a very significant difference to the success of the franchise, as the owner can custom tailor their marketing and promotions – to the direct needs of their local target customers.






Franchise Prototype Standards

Now, the above being said – no one in their right mind would purchase a franchise if the parent company didn’t have a solid plan of action set up to ensure the success of the business. So, there are a few standards that are put into place that helps jump start the process of opening a successful franchise.

Build a model of prospective customers/clients, suppliers, creditors and employees who will consistently offer high quality work.

  1. Build a user-friendly model that can be used by individuals withany skill set.
  2. Build a defect-free model.
  3. Build a model with Operations / Standards Manuals.
  4. Build a model that will provide guaranteed & consistent results.
  5. Build a model that encompasses the same branding in colour, dress and facilities codes.


These are all ways the parent corporation makes sure their brand stays the same and in the front of the minds of customers. When you are purchasing a widely-known brand you will attract customers just for being you.

If you are considering purchasing a franchise, talk with Minerva Growth.  Our experienced business coaches will be able to take you through our no cost test drive.