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How can you improve communication across multiple franchise locations?

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Communication is vital for any business, but especially for franchises that operate across multiple locations. Poor communication can lead to inconsistent service, customer complaints, employee turnover, and legal issues. How can you improve communication across multiple franchise locations and ensure that your brand standards and values are upheld? Here are some tips to help you.

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Federico Fiorentini

Fractional C | Founder & Principal COO @ IoT Domus | New Business Development CGD & BDD roles | Teacher
Anita Du Toit

Founder and Franchise Development Consultant at Franchise Fundi
Dani Peleva

Founder & CEO @ Franchise Fame, an award winning marketing agency for franchises | Best-selling Author

1 Establish clear expectations

The first step to improve communication is to set clear expectations for your franchisees and their staff. This means providing them with comprehensive manuals, policies, procedures, and training that cover all aspects of your franchise operations. You should also communicate your vision, mission, goals, and values regularly and align them with your franchisees' objectives. Make sure that your franchisees understand their roles and responsibilities, as well as the benefits and obligations of being part of your franchise network.

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Federico Fiorentini

Fractional C | Founder & Principal COO @ IoT Domus | New Business Development CGD & BDD roles | Teacher
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From the beginning, franchise communications must set clear expectations for both franchisees and their employees. This must be done through 1 Comprehensive manuals, 2. adequate and specific training 3 Procedures and policies related to all aspects of operations. A must is the ability to communicate regularly and continuously 1 The vision, 2 the mission 3 The goals 4 values and align them with the goals of your franchisees. The key is for franchisees to understand their roles and responsibilities, because franchise membership comes with benefits and obligations, as well as the need for ongoing training.

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Dani Peleva

Founder & CEO @ Franchise Fame, an award winning marketing agency for franchises | Best-selling Author
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I've worked with many franchises over the years and some successful ones stand out with practices they have established such as franchisee committees. Those are committees, or boards where top performing franchisees gather and discuss challenges within the network. They can lobby and influence decisions and provide clear feedback to the franchisor. Being invited to be a member of such committee is an honour for the franchisees too.

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2 Use multiple channels

The second step to improve communication is to use multiple channels to reach out to your franchisees and their staff. Depending on the size and complexity of your franchise system, you may need to use different methods and tools to communicate effectively. Some common channels include email, phone, video conferencing, webinars, newsletters, intranet, social media, and mobile apps. You should also consider creating a dedicated franchise portal or platform that allows you to share information, updates, feedback, and best practices with your franchisees and their staff.

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Anita Du Toit

Founder and Franchise Development Consultant at Franchise Fundi
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In my experience, most franchises struggle with communication when it's spread across multiple channels. It's best to create a franchise portal that sends push notifications with important communication and also houses the operations manual, templates and training materials online.

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Federico Fiorentini

Fractional C | Founder & Principal COO @ IoT Domus | New Business Development CGD & BDD roles | Teacher
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Depending on the franchise system size and organization ,different methods and tools should be used to communicate more effectively. In fact, multiple channels are needed to reach franchisees and franchisees 1 Intranet 2 Telephone 3 E-mail 4 Newsletter 5 video conferencing 6 Social media 7 mobile applications Then the corporate portal which, in addition to the franchise exchange for sharing information and updates, also has a franchisee section with feedback and best practices for both employees and franchisees. Last but not least, the continued creation of local in-person events with all franchisees and employees to have a dedicated session. The new development is just phygital and the all group could improve the brand awareness.

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Lizzy Young, CFE

Strategic Marketing & Communications Leader ?? | Driving Brand Growth & Engagement Through Targeted Content & Data-Driven Strategies ?? | Actively Seeking My Next Role ??
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Also be sure to make the most of your annual conferences. Consider having an open "town hall" session for franchisees to speak and express any concerns that your team can then address. If you don't already have one, form a Franchisee Advisory Council to represent your franchisees and ensure satisfaction.

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3 Encourage feedback and collaboration

The third step to improve communication is to encourage feedback and collaboration among your franchisees and their staff. Feedback is essential for improving your franchise performance, identifying problems, and resolving issues. You should create a culture of openness and trust where your franchisees and their staff can share their opinions, suggestions, concerns, and complaints without fear of retaliation. You should also provide them with regular and constructive feedback on their performance and achievements. Collaboration is also important for fostering a sense of community and belonging among your franchisees and their staff. You should facilitate opportunities for them to network, learn, and support each other, such as through peer groups, mentorship programs, online forums, and events.

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Dani Peleva

Founder & CEO @ Franchise Fame, an award winning marketing agency for franchises | Best-selling Author
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A great practice is to measure franchisee satisfaction regularly. I know there are a few companies in the UK and the USA that offer this service and it gives franchisors a fantastic way to objectively know where they stand and how they can improve.

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4 Monitor and measure communication

The fourth step to improve communication is to monitor and measure the effectiveness of your communication strategies and activities. You should track and analyze the results of your communication efforts, such as the response rate, engagement level, satisfaction level, and impact on your franchise outcomes. You should also solicit feedback from your franchisees and their staff on how they perceive and value your communication. Based on the data and feedback, you should adjust and improve your communication plans and processes accordingly.

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5 Recognize and reward communication

The fifth step to improve communication is to recognize and reward your franchisees and their staff for their communication efforts and achievements. Recognition and reward can motivate and inspire your franchisees and their staff to communicate more frequently, effectively, and positively with you and each other. You should acknowledge and appreciate their contributions, successes, and challenges in your communication channels. You should also offer them incentives, rewards, and recognition programs that reflect your communication goals and values.

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6 Hire a communication expert

The sixth step to improve communication is to hire a communication expert who can help you design, implement, and evaluate your communication strategies and activities. A communication expert can bring in the skills, knowledge, and experience that you may lack or need to enhance your communication. A communication expert can also provide you with objective and professional advice, guidance, and support on how to communicate better with your franchisees and their staff. You can hire a communication expert as a consultant, a contractor, or a full-time employee, depending on your needs and budget.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you improve communication across multiple franchise locations?

1

2

3

4

5

6

7

1 Establish clear expectations

2 Use multiple channels

3 Encourage feedback and collaboration

4 Monitor and measure communication

5 Recognize and reward communication

6 Hire a communication expert

7 Here’s what else to consider

Franchising

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How can you improve communication across multiple franchise locations?

1

2

3

4

5

6

7

1 Establish clear expectations

2 Use multiple channels

3 Encourage feedback and collaboration

4 Monitor and measure communication

5 Recognize and reward communication

6 Hire a communication expert

7 Here’s what else to consider

Franchising

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