To keep the customers happy, the franchise needs to pull together all the efforts in maintaining consistency, for what it stands.
For any franchise business, the most vital part of being successful is to keep your customers happy no matter which part of the region they belong to.
To do so, the franchise needs to pull together all the efforts in maintaining consistency, for what it stands.
Adarsh Vijayan, Director, UniqueBrew Hospitality Pvt. Ltd. says that inconsistency of taste in the franchisees is one of the reasons why good franchise brands fail.
He said, “When we give authority to franchise what happens is that they tend to change the taste that we offer and try to involve too much in the operational part. So when we follow a standard quality and they try to interfere and change it that is the cause of failure. It is the biggest failure that we see while delegating a proper operational manual. Once they have mastered the business, to avoid royalty and things they interfere in the kitchen, manipulating the business and change scenarios leading to failure.”
Here are 5 ways to maintain consistency in franchise business:
Clarity in franchise procedures:
Make sure to provide clarity to the franchisees on franchise procedures, like what your brand stands for, why customers like your brand and etc. Let them wear your shoes and walk to know how much the brand value means to you.
Let the formalities and hindrance be left out of the door, keep clear communication between the franchisees and yourself. Let them have the liberty to put forth their point of views, suggestions, and doubts without fear. Such communications will keep problems out of the bay.
Importance of Customer:
The customer is the one, who brings you business, so train your franchisees on how to behave and handle critical situations when it comes to customer satisfaction. There are so many cases, where one upset customer has cost the entire franchise empire dearly.
If you really want to know what is happening in some city or state, go for a surprise inspection as a customer or ask a team who will go and evaluate all the franchisees and produce the report. This way you will know what’s actually being done in reality and what’s being done on paper.
Mingle with Franchisees:
Try to keep annual gatherings, to know from them what worked, and what did not or simply to celebrate yearly profits or on achieving next milestones, this will keep them motivated and will identify your passion for the brand. However, awarding best franchisees in such gatherings will keep all of them motivated to do their best in contributing to the growth of the brand.