About this episode
Phil Wilkins, head of community engagement and social determinants of health at Modivcare, spent more than 20 years as a McDonald's franchisee and area developer before joining the broker three years ago. He tells host Nirav Chheda that regional teams refer transportation partners who want to grow, and that he then spends a day or two on site at no charge, reviewing systems, KPIs, weekly management meetings and lines of credit. Wilkins works from a framework he calls ROPES, for resources, operations, people, execution and systems, and says access to the coaching starts with being an A or B rated provider.
Key takeaways
- Wilkins spends a day or two on site with a transportation partner at no charge, reviewing operations, systems and KPIs, and says he has no role in distributing rides.
- His test for a KPI program is walking the building and asking every team member to name the top three, then checking whether any of it is posted on the wall.
- In his own restaurants a standing Monday 2 pm meeting covered four items every week, people, operations, profit and sales, with managers presenting rather than the owner.
- One partner told him cash flow tightened each winter, so he said to double the line of credit; by his next visit they had done it and added two vehicles.
- ROPES stands for resources, operations, people, execution and systems, and Wilkins starts the resource inventory with the owner's own physical and mental health, then financing and mentors.
Chapters
- 0:00 Introduction
- 1:55 Phil's background
- 4:07 Roles at Modivcare
- 7:33 Hands-on coaching transportation providers
- 16:21 Implementing growth systems
- 20:41 How to get Phil's coaching
- 23:42 Conclusion
