Tag Archive: Franchise Business Review


Is There An App Or Video For That?

My Blog Post in Franchise Business Review:

Unless you have lived in a bubble for the last few years, you know that the term “app” represents (software) application. I’m sure that Apple is responsible for the term and every other manufacturer trying to compete with Apple jumped on the band wagon to develop their apps.

There may not be an app for everything you need but most likely there is a YouTube video. There is an entire list of videos featuring apps on YouTube! YouTube is one of the largest search engines today. Many of us are guilty of saying, “I will Google that” but now I hear “let’s search YouTube.”

If you search franchising and/or starting a franchise via YouTube you will find some wonderful videos offering advice and suggestions. There are videos on: paying attention to the four legal priorities, different areas of franchising and a video by the International Franchise Association (IFA) called “Starting a Franchise: Opportunities to Start and Own A Franchise.” Blip.TV also has video that may be of interest if you are considering entering into a franchise agreement: “Expert’s Guide to Franchising”.

Incorporating video into a franchise Website and/or video blogging is a great marketing tool. An organization does not need a video expert or expensive equipment to publish their video content and drive traffic to their Website. I often use a Flip camera to upload video content or send video messages.

Video not only gives the prospect an opportunity to get to know the franchise representative but it builds a strong Web presence for the brand itself. Videos help build trust, authority and a better understanding of the personality and culture within the organization.

If you are searching for a franchise or business opportunity consider searching via YouTube. Conduct a search on the brand but don’t forget to search the key members of the organization. You may be pleasantly surprised what you find.

My recent blog post for Franchise Business Review:

Any business leader understands the importance of customer satisfaction. An unhappy customer can impact your business especially in the world of social media. The reverse is also true. A very satisfied customer will provide positive feedback and sing praises of products or service delivery.

Employee and franchisee satisfaction should not be underestimated either. Businesses that focus only on getting new business while ignoring the needs of their employees and/or franchisees can be detrimental. Good leaders share information with their team. They share the good, the bad and the very ugly. A good leader shares what motivates them and strategies for the future. They involve the team and work together on the strategic plan.

As a franchisor leader I will admit it’s not always easy reading satisfaction surveys knowing what the franchisees are thinking. I encourage honesty about the quality of the support, training programs, communication, competitor analysis etc. I believe there is great value to open communication and working toward a common goal managing and building a successful system.

A few things to remember when conducting satisfaction surveys as a franchisor:

  • Use an outside party that understands how to put the survey together
  • Use a system which such information can be gathered simply (preferably electronically), confidentially and accurately.
  • Be sure the questions cover all topics: training, support, marketing, operations, communication, relations and financial projections.
  • Dedicate time to read the results!
  • Keep the communication open before and after the survey

Years ago, as a franchisee my biggest complaint was the lack of communication in our franchise system. When I joined the corporate team I made it my personal mission to correct that. We have a policy that each franchisee must receive a call once a month from someone on the support team. We communicate via group calls or individual one-to-one calls. The entire system knows that I am always open and many have my cell number and don’t hesitate to call or text when needed. They respect my personal time and may send an email on the weekend knowing it will be retrieved by my blackberry and I will respond accordingly.

As a potential employee or franchisee ask if the organization has conducted a satisfaction survey. If so, ask if the results available to you.

Quoting Franchise Business Review, “Satisfaction is everything! Franchisee satisfaction is about bottom line results. It is about improving system-wide performance and driving higher revenues and profits for both you and your franchisees.”