Building Franchisee Trust

by Greg Nathan

How your leadership team can build greater franchisee trust
(continuing from "Franchisees More Optimistic")

19. Retain people on the management team to maintain stability of knowledge and
relationships.
20. Commit to greater transparency – answer questions and concerns in a non-defensive manner.
21. Do what you say – deliver on promises. Under promise and over deliver.
22. Be consistent in your messages both internally and what is put out in the media.
23. Be consistent in standards and expectations.
24. Work on improving the relationship to “we” and away from “us and them”.
25. Work through changes with clear communication, e.g. arising from a private equity buyout.
26. Try to understand issues from the franchisee’s point of view and let them know you empathize with their challenges.
27. Provide common ground to work from, e.g. have a constitution that guides people’s behavior.
28. Focus on an issue when it arises. Be willing to take on difficult subjects. Don’t minimize a problem that franchisees see as important.
29. Seek to collaborate with franchisees in solving problems – not just going it alone.
30. Make effective use of the FAC.
31. Periodically gather questions from franchisees on hot issues and ensure they are addressed in a public forum.
32. Ensure that initiatives or changes address what is most needed, and bring the most benefit or value to the franchisees.
33. Ensure your message is received as intended. Check – don’t assume.
34. Acknowledge that you appreciate what the franchisee contributes.
35. Focus on helping them make money.
36. Help them to work more efficiently, not just harder.
37. Hold effective meetings where people feel listened to and which achieve constructive outcomes.
38. Recognize the efforts of franchisees – share the credit for good results.

-Greg Nathan
Franchise Relationships Institute
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