There is a mistaken belief that what franchisees really need in order to facilitate rationalizing franchise relationships into harmonious mutual peace and profit making is a collective voice competently expressing franchisee needs to a “reasonable” franchisor.
Have you ever heard of people feeling they were treated differently as customers because they were elderly, female, Australian or whatever? In reality it isn’t so often that they are treated differently as much as it is that they were treated indifferently. They were simply just not a good fit for the operator’s preferences in customers.
In a recent study of customer complaints undertaken by one large franchise network it was found that of the customer complaints received over a 3 year period 92.7% were based in poor communication, including negative body language, that had directly caused complaints and antagonized customers.
The editor of Fortune shares advice for building and running a business given to her by legendary advertising guru, Britain-born David Ogilvy of marketing juggernaut Ogilvy & Mather (now the WPP Group).