You’re a franchisee who needs to meet a deadline. How can you get in touch with your franchisor?

1 Know your contacts

The first step to getting in touch with your franchisor is to know who to contact for different issues. Depending on the size and structure of your franchise network, you may have a dedicated franchise manager, a regional support team, or a central office that handles all inquiries. Make sure you have their names, phone numbers, email addresses, and working hours handy. Also, check if your franchisor has a preferred method of communication, such as phone, email, or online portal, and use it whenever possible.

2 Be clear and concise

The second step to getting in touch with your franchisor is to be clear and concise about what you need and why. Whether you are calling, emailing, or sending a message, make sure you state your name, your franchise location, the deadline you are facing, and the specific issue or question you have. Avoid rambling, complaining, or making assumptions. Provide relevant details and evidence, such as screenshots, receipts, or documents, to support your case. Also, indicate what kind of response or action you expect from your franchisor and by when.

4 Build rapport and trust

The fourth step to getting in touch with your franchisor is to build rapport and trust with them over time. This means not only contacting them when you have a problem or a deadline, but also when you have something positive or constructive to share. For example, you can send them feedback, suggestions, compliments, or testimonials that show your appreciation and engagement with the franchise system. You can also participate in franchise events, meetings, trainings, or forums that allow you to network and learn from your franchisor and other franchisees.

5 Respect the boundaries

The fifth step to getting in touch with your franchisor is to respect the boundaries and expectations of the franchise relationship. Remember that your franchisor is not your boss, your partner, or your friend, but your licensor, your supplier, and your mentor. They have their own responsibilities, goals, and challenges, and they may not be able to respond to your every request or demand immediately or favorably. Be respectful, professional, and cooperative, and avoid making unreasonable or unrealistic requests that may strain the relationship or violate the franchise agreement.

6 Seek alternative sources

The sixth step to getting in touch with your franchisor is to seek alternative sources of information or support if you cannot reach them or get a satisfactory answer from them. Sometimes, your franchisor may be busy, unavailable, or unresponsive, or they may not have the expertise or authority to help you with your issue. In that case, you can look for other resources, such as the franchise manual, the franchise website, the franchise association, or other franchisees, that may have the answers or solutions you need. However, make sure you do not breach any confidentiality or compliance obligations by doing so.

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?