Starting to Unpack Empathetic Leadership.
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As a franchisor, we all dread the phone call or text late at night. Our franchisee is in a panic. It could be a problem with a customer, an unexpected expense, or a personal crisis; they don't have the money to pay the bills, and they are struggling to make ends meet. (The list could go on and on…) Their brain is overloaded, and nothing we say can pull them out of this "death spiral." They are like a mac truck driving towards us at 100 MPH. Get out of the way! They have "lizard brains," or they are in fight or flight mode." ?The "fight or flight" response is a physiological reaction that occurs in response to a perceived threat. It is controlled by the "lizard brain," also known as the amygdala, which is responsible for emotions and survival instincts. This response activates the sympathetic nervous system, releasing hormones such as adrenaline that prepare the body to either fight or flee from the threat. How do we move forward? Two ways: Modeling Good Behavior and Empathy.?
Being an empathetic leader as a franchisor is one of the most rewarding and effective ways to run a business. Empathy is the ability to understand and share the feelings of others. As a franchisor, it is crucial to put yourself in your franchisees' shoes to understand their struggles and triumphs.
According to a study by the Harvard Business Review, empathetic leaders have a "23% higher level of job performance" than those who lack empathy (HBR, "The Empathy Advantage," 2011). Empathic leaders are more likely to be successful in today's business landscape, and empathy is one of the critical drivers of customer loyalty (Forbes, "Why Empathetic Leadership is More Important Than Ever," 2019).
One of the most common scenarios a franchisor may encounter is a franchisee calling in a panic. Whatever the issue, it is essential to approach the situation with empathy and understanding.?
The first thing to do to pull them out of this is to listen actively and seriously validate the franchisee's feelings. Let them know that you understand their concerns and are there to help. Be CALM, even if what they are saying is wrong. Defensiveness or explanations? will not be well received at this time; here's why:?
When a franchisee is in a state of panic, their brain is in "fight or flight" mode. This means they are in a state of heightened stress and anxiety, making it difficult to think clearly and make rational decisions. As a franchisor, it is vital to model calm and breathing techniques to help the franchisee relax and regain control.
So how do I do that? You could say something like, "I understand that this is a difficult situation, but let's take a moment to breathe and think about what steps we can take to solve this problem." By modeling calm and breathing techniques, you are helping the franchisee and teaching them valuable tools they can use in the future when faced with stress and panic. This not only helps them to feel more in control but also helps them to make better decisions. Sometimes they just need to talk, and then they feel better.?
After they talk, make sure again to tell them that you have heard them, and give them time to respond and keep going if they need space. The best-laid plans for these problems are usually the next day.?
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Empathetic leadership helps in times of crisis and leads to higher sales, employee and franchisee retention, and bottom-line sales. According to a study by the University of California, Berkeley, "empathic concern" is positively associated with both employee engagement and employee performance (Berkeley, "The Positive Impact of Empathy at Work," 2015). A study by the University of Sussex found that "empathic concern" is positively related to "job satisfaction, organizational commitment, and perceived organizational support" (Sussex, "The Relationship between Empathy and Job Satisfaction," 2014).
Furthermore, customers and franchisees can sense when a business is run with empathy and tend to respond positively. Empathetic leaders create a positive work culture, which leads to a happier and more motivated workforce. Happy and motivated employees are more likely to provide excellent customer service, leading to higher sales.
Being an empathetic leader also helps to build trust and strong relationships with franchisees. When franchisees feel they can trust and rely on you, they are more likely to share their ideas, concerns, and feedback. This allows you to make informed decisions that benefit the franchisee and the brand. This is a growth mentality! A study by the Journal of Business and Technical Communication found that leaders who are "perceived as empathetic" are more likely to be "perceived as effective" (JBTC, "Perceived Empathy and Leader Effectiveness," 2016).
Being an empathetic leader as a franchisor can be challenging, but it is also gratifying. Empathy allows you to understand and support your franchisees, which leads to higher sales, employee and franchisee retention, and bottom-line sales. Remember, when a franchisee calls you in a panic, listen actively, validate their feelings, and model calm and breathing techniques to help them regain control. And always remember, a little empathy goes a long way in the business world.
According to renowned leadership expert Daniel Goleman, "Empathy is the foundation for all the other emotional intelligence competencies." As a franchisor, the ability to empathize with your franchisees is crucial to building a robust, successful, and profitable franchise system. Empathy leads to better business outcomes and creates a more positive and supportive work environment for all.
Be kind. Lead with grace, empathy, and genuine concern. As a franchisor, embracing empathy as a leadership style is essential to understanding, supporting, and connecting with your franchisees. Empathetic leadership leads to better business outcomes, higher sales (BIG MONEY), employee and franchisee retention, and bottom-line sales. It is the backbone of growth and support.