Franchisees join your franchise for a combination of autonomy and support. They want to run their business with control, but they also want to receive instruction from you on certain things.
One area that can be lacking in growing businesses is following up. Your franchisees will express things to you about the business and it’s your job to follow up when necessary and to follow through when you make promises.
Here are a few more thoughts on this topic that will hopefully help you with your franchisees.
1. Listen To What They Care About Most
Your franchisees will clue you in on the things they care about most. Sometimes these will be concerns they have with their work. Other times it will be things they like doing a lot. Other times yet it will be things from their personal lives, such as their families.
Make it a point of emphasis to listen to your franchisee. Take in what they mention most often. After you leave the conversation make a mental note so you remember it later because it will likely come up again.
2. Determine Your Roll In The Situation
It’s easy to offer unsolicited advice. After all, in the franchisor/franchisee role, you’re often the one that is looked upon for advice and guidance. But not every situation where a franchisee is expressing something does it call for advice.
If the person is talking about something that is concerning them in their personal life, for example, they may be looking for support and not a solution. They may just need you to be there to hear them out. To listen. To help them figure out a solution to the situation.
3. Follow Up
If you listen to a franchisee and they tell you something important, follow up with them at a later time. Ask them how things have been going since. Sense if they want to discuss it more. If they do, listen once again. If they seem to indicate that they don’t want to discuss further, bring up a new topic or let them change the subject.
Your first question gets this conversation started. If the person wants to talk about it more, let them. But also be there with questions when it makes sense. Don’t go into personal stories of your own on the topic or on related topics. This conversation is about the other person. You’re supporting them.
4. Follow Through On Any Promises
Let’s say the person comes to you for something. They ask you for help or assistance in some way. No matter how small, follow through if you make a promise. You have to be able to assess what your time constraints are. You have to be able to know when you can and cannot make a promise. Be careful with what you tell your franchisees because if you make a promise, even small, and don’t follow through it can lead to resentment.
5. Watch For Quiet Resentment
Speaking of resentment, make sure you have at least some acknowledgement that you need to watch for it. It might start out with a direct comment. A franchisee may tell you, “You didn’t follow through on that promise you made.” Something like that. But it can quickly turn quiet. They stop reaching out to you. They get short with their responses to your inquiries. Things like that.
The situation could be fine, but it could also mean they’re looking for a way out.
Conclusion
Supporting your franchisees is a key ingredient to the success of your business. You have to learn to listen to what’s important to them. Follow up to learn more about the situation. This will show them that you listen and care. And pay attention to when they want intervention from you. And when they do and you promise something, follow through.