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Last updated on 2024年4月29日

How do you provide ongoing support and training to your franchise network?

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As a franchise consultant, you know that developing a successful franchise network is not a one-time event. It requires ongoing support and training to ensure that your franchisees meet your standards, follow your systems, and grow their businesses. But how do you provide effective and consistent support and training to your franchise network, especially if you have multiple locations, different markets, and diverse needs? Here are some tips to help you design and deliver a comprehensive and customized support and training program for your franchisees.

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Annette McDonald

Founder, Easil; Helping Franchises and teams of all sizes keep their visual brand, on-brand, with easy to use DIY…
Dr. Ashwani Kumar

Helping brands scale efficiently through Franchising | Franchise Development | Business Coach | Founder- Bada Franchise…

1 Assess the needs

Before you create or update your support and training program, you need to assess the needs of your franchise network. This means conducting surveys, interviews, audits, and evaluations to identify the strengths, weaknesses, opportunities, and challenges of your franchisees. You also need to consider their goals, expectations, feedback, and preferences. By understanding the needs of your franchise network, you can tailor your support and training program to address the specific issues and gaps that affect their performance and satisfaction.

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Annette McDonald

Founder, Easil; Helping Franchises and teams of all sizes keep their visual brand, on-brand, with easy to use DIY design, workflow tools, printing & logistics [Australia & USA locations]. Co-Owner, Inkco.
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A critical part of the assessment step is also 'experience'. Brand-new franchisees will generally be more overwhelmed with all they have to learn, and require bite-sized resources they can learn and implement amongst regular business onboarding and operations. More experienced Franchisees that are reaching goals and requiring less ongoing support can be called upon to mentor and motivate newer onboards.

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Dr. Ashwani Kumar

Helping brands scale efficiently through Franchising | Franchise Development | Business Coach | Founder- Bada Franchise | Top Voice
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To support and train our franchise network, we offer comprehensive initial training, continuous online and in-person workshops, access to a resource-rich intranet, regular updates on industry trends and operational improvements, dedicated support teams for marketing, operations, and financial guidance, and an annual conference for networking and learning from successful franchisees.

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Leigh Welch

Maximizing franchisee support one franchise system at a time.
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In my experience, a great starting point for assessing the needs of your franchisees is talking with your franchise operations/support team members. Ask them what their franchisees have been struggling with lately. What are the common themes in their franchisees’ questions? Why do they think franchisees are asking these questions so frequently? Do resources need to be updated? New training developed? This team can give a lot of jumping off points that will likely be validated by the surveys/audits/evals/etc. of the franchisees themselves.

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2 Establish the standards

Once you have assessed the needs of your franchise network, you need to establish the standards that you expect them to follow. These standards should be based on your franchise agreement, your operations manual, your brand guidelines, and your best practices. You should communicate these standards clearly and regularly to your franchisees, and provide them with the tools and resources to implement them. You should also monitor and measure their compliance and quality, and provide them with constructive feedback and recognition.

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Leigh Welch

Maximizing franchisee support one franchise system at a time.
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Standards need to be developed and communicated nonstop to franchisees, starting the moment they sign the franchise agreement and throughout their journey in the system. They need to know what the expectations are from the franchisor in order to perform in compliance as well as at an acceptable level. I often hear franchisors express frustration that their franchisees are not performing well. So, what is your definition of “well”? Have you communicated that to your franchise base? There must be clear, consistent and constant communication of the franchisees’ KPIs and performance benchmarks. The franchisor’s support team needs to be talking ad nauseam with their franchisees about standards and the best ways to meet and exceed them.

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3 Provide the resources

Another way to provide ongoing support and training to your franchise network is to provide them with the resources they need to run their businesses effectively and efficiently. These resources could include manuals, checklists, templates, software, online platforms, marketing materials, and more. You should make sure that these resources are up-to-date, relevant, accessible, and user-friendly. You should also train your franchisees on how to use these resources, and solicit their input and suggestions on how to improve them.

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Leigh Welch

Maximizing franchisee support one franchise system at a time.
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Resources are key. Entrepreneurs invest in the franchise model, more often than not, because of the resources created and distributed by the franchisor to support its franchisees. The model has thrived because franchisees do not have to create something out of nothing, as there is a strong foundation of resources in a franchise system to get an owner up and running and hitting profitability in a short amount of time. Resource creation, testing, distribution, and evaluation should be a constant endeavor of the franchisor’s daily operations. Time, money and talent must be heavily invested in by the franchisor to protect this main benefit of the overarching business model.

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4 Offer the coaching

In addition to providing the resources, you should also offer coaching to your franchise network. Coaching is a personalized and interactive way of providing support and training to your franchisees, based on their individual needs, goals, and challenges. You can offer coaching through various channels, such as phone calls, emails, video calls, on-site visits, webinars, or workshops. You should assign a dedicated coach or mentor to each franchisee, who can guide them, motivate them, challenge them, and hold them accountable.

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5 Facilitate the learning

Another important aspect of providing ongoing support and training to your franchise network is to facilitate their learning and development. This means creating and delivering engaging and relevant content and activities that help them acquire new knowledge, skills, and competencies. You can use different formats and methods, such as e-learning, podcasts, videos, quizzes, games, case studies, or simulations. You should also encourage your franchisees to learn from each other, by creating and fostering a culture of collaboration and peer-to-peer support.

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6 Evaluate the impact

Finally, you should evaluate the impact of your support and training program on your franchise network. This means collecting and analyzing data and feedback to measure the outcomes and results of your support and training activities. You should also use this information to identify the areas of improvement, the best practices, and the success stories. By evaluating the impact of your support and training program, you can demonstrate its value, justify its investment, and optimize its effectiveness.

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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 do you provide ongoing support and training to your franchise network?

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1 Assess the needs

2 Establish the standards

3 Provide the resources

4 Offer the coaching

5 Facilitate the learning

6 Evaluate the impact

7 Here’s what else to consider

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