Multi-Unit Growth · 1 min read
Consistent standards. Room for local judgment.
Running several locations creates a recurring tension: some things need to be consistent, while others work better with local judgment. If those categories are unclear, every exception becomes a debate.
Define the essentials
Pick one operating routine and identify the parts that must hold across locations. Start with existing brand requirements and your agreed operating standards. Describe what a manager should be able to observe, rather than relying on phrases such as “do it properly.”
Name the flexible parts
Explain where managers can adapt the approach to their team or location. A shared outcome does not always require identical steps. Clear permission to adapt reduces the need for managers to guess which differences will draw criticism.
Learn from the exceptions
When a location handles something differently, ask why before copying or correcting it. The difference might reflect a useful improvement, a local constraint, or a gap in understanding. Have the manager explain the reasoning and the result.
Keep the standard usable
Review whether the guidance is clear enough for a new manager to apply. Remove conflicting instructions and make updates easy to find. A standard that lives in several people’s memories will be difficult to teach consistently.