Are you a Franchisor and already operating Franchisees?
One of your biggest challenges from now on is to ensure consistency is driven through all your franchises. As for any business, providing consistent exceptional customer service should be their main priority; no customer, no business, right! It’s not enough for a franchise to offer great service at one or two locations – what makes the franchise system work is consumer trust in consistency and the brand must deliver the same level of service no matter where they are.
Creating clear procedures is key to a Franchise success and this is why someone will take on your Franchise, because you are given them ALL of the tools to start a business, so you must give franchisees a model to follow. Without framework, you can’t blame them for failing to do things according to your model. This means literally writing out procedures and reviewing them with franchisees on a regular basis.
There is so much to do and think about when being a Franchisor, that sometimes Customer Service is put in the back burner and no real guidelines are actually given to the Franchisee assuming they should know what to do!
WRONG, not everyone knows what to do, and certainly not everyone know how you want it to be done, so creating a strong Customer Experience Operating Guidelines, is key to your franchises success so they can train their staff and be kept accountable for the service delivery.
The core of a successful franchise operation is the brand. Franchisors must have a brand that people wish to buy and be associated with. But the brand ‘is’ your promise to the world and without the customer experience, which is what the brand ‘does’ it’s the delivery; there aren’t any coherence. The customer experience is where the brand comes alive physically and emotionally in its interactions with the customer, so both work hand in hand. Brands need to tell an authentic story; and customer experience needs to adhere to that brand story, consistently across the whole customer journey. There should be a strategy for continued investment in the Customer Experience.
If you are stuck and don’t know where to start, give me a shout, I would love to help you creating some amazing CX Operating Guidelines so you can be sure that you Franchisees will sustain quality and consistency in their service delivery and run thriving businesses, making a success for them and for you.