Like any relationship, Franchises depend on a lot of trusts. They require open, honest communication. A good franchisor-franchisee relationship is the most valuable business asset, which needs to be nourished and properly developed. By providing consistent, quality communication and field support, the franchisor creates desired goodwill that lets the franchise business to prosper by leaps and bounds. Clear channels of communication ensure the support franchisees receive is strong and the franchise business is running with utmost efficiency.
As a franchise grows, communication, with distant franchisees, can make or break the relationship. Communication with franchisees should be clear and consistent. Consistent communication is essential in strengthening your reputation and accountability as well as building trust with your franchisees. It also enables you to properly align and measure your all the efforts. Make sure you reach out the franchisee on a regular basis to share ideas and identify issues before they become larger problems. Following are some recommendations on best practices in Franchisor -franchisee communications:
For example: Take calls from franchisees rather than letting the calls go to voice mail.
Operational support is one of the greatest resources a franchise system can provide to its franchisees. Franchisors have accumulated a wealth of knowledge from years of hard work and perseverance. Share your lessons and best practices with franchisees, via written materials and other forms of communication like meetings and informal discussions.
Prioritize face-to-face communication. An added benefit is that, through face-to-face visits, the field team can help ensure that each location is running according to the system. If your franchisees are spread out over a large geographical area, use video tools like Zoom and Google Meet for regular face-to-face communication to align constant and effective support.
The franchisor’s greatest responsibility is to keep the product or service fresh. They should ensure to keep franchisees informed of trends in their field, as well as trends in business management.
For example: Use technology to enhance franchisee communication through e-mail, e-newsletters, researches and blogs
4. Frequent Meet & Greet
Gatherings give the franchisor a platform for introducing new vendors and ideas to the franchisee community. They are a way to build momentum with new programs and initiatives. Also, regional meetings and annual conventions provide a great opportunity for the franchisor to communicate with franchisees about policy changes, best practices and new ideas.
Communications relating to franchisees should always be respectful, coupled with positive day-to-day interactions between field staff and franchisees to create great franchise relationships. Inspections by the franchisor can be a positive experience when the company has established trust and respect with franchisees. This also builds some flexibility into inspections.
It is essential that both franchisee and franchisor understand that their success depends on each other. Maintaining healthy franchise relationships is a 24/7 job. Be active, stay flexible and promote positive interactions