As I was visiting a Dunkin Donuts recently, I asked myself why does this store run so smoothly, and the one down the street not run smoothly?. The lady that took my order called me, and everyone else that she talked to “hon”. She was quick, polite and pleasant. The person making my bagel, did so quickly, and exactly as I ordered. It left me feeling as you would expect, satisfied. How about our businesses? Do we have the right people on our team? Do they covey the culture the leader desires? The truth is, we need to evaluate our staff and make decisions necessary to make it great. And quickly before we lose any more market share to our competitors.
So the answer is no. All businesses are not created equal, even if they share the same franchise name. The differentiator is almost always the people. Find the right people. Pay the right people. Keep the right people. Heck, we would not even be an independent country if it weren’t for the right people.