Building and Leveraging Positive Relationships with

Brand Support Staff

Franchisee Forum Educational Session

Tamra Kennedy

Multi - Unit Franchisee

• IFA Franchisee Forum Board Member

• IFA Franchise Relations Committee

TACOJOHNSTC@PLATINUMRG.COM

Eric Stites, CFE

CEO and Managing Director

FranchiseBusinessREVIEW

ERIC@FRANCHISEBUSINESSREVIEW.COM

Tom Baber

Multi - Brand Franchisee

• IFA Franchisee Forum Board Member

• IFA Franchise Relations Committee TBABER@MONEYMAILER.COM

Bob Ashley

Operations Manager

BobA@BEANERYSUPPORT.COM

Brand Support Staff’s ability to build positive relationships with franchisees is a key factor in franchisee engagement

Brand Support Staff are the conduit for Brand Vision

Brand Support Staff’s ability to assist franchisees with planning directly impacts Brand success

TAKEAWAYS.

Why work on relationship building?

-answers from inside the brand are expected

-staff can offer broad scope solutions for unique issues

-relationships assist with streamlining communications

-ideas rather than criticisms are generated

Communication from Reactive to Proactive

Franchisee

Support SupportSupport

Favorite Corp Staff

Franchisee

Support SupportSupport

Group Support Email

Field Audits Upgraded

Training Upgraded to Video Online

How do relationships strengthen business planning?

-trust must be built

-trust is a factor of compliance

-franchisees measure the support they are given

-relationships factor into the franchisees willingness and ability to build long-term plans

What role does support staff play in Brand Vision execution?

-support staff carry the Brand Vision mantle

-successful brands involve support staff in franchisee plan building

-tools can be used to keep franchisees “on brand” and “on vision”?

Coffee Beanery Core Values

– Team Player

– Continual Improvement

– Positive Attitude

– Outstanding Customer Service

Brand Support Staff’s ability to build positive relationships with franchisees is a key factor in franchisee engagement

Brand Support Staff are the conduit for Brand Vision

Brand Support Staff’s ability to assist franchisees with planning directly impacts Brand success

TAKEAWAYS.

Building and Leveraging Positive Relationships with

Brand Support Staff

Franchisee Forum Educational Session