Consistent Field Visit Visitation

Field visits are an important part of a franchisor’s communication, support and development plan. Within this plan, established franchisees should receive a consistent and appropriate level of field visit visitation.

We identify consistent visitation because we sometimes observe field visit frequency based more on close proximity and friendliness (coupled with an appreciation for drinking coffee) than practical need and equity. At its most extreme case, we have observed a franchise system where some franchisees were visited weekly while others waited 18 months!

It is easy to see how such a disparity in visitation could impact the franchise relationship and the development of both franchisee and franchisor businesses. Put differently, it is easy to see the role structure should play in ensuring a level of consistency in a field visit approach. Valuable field visits outcomes can then surely follow.

Think about your franchise system and ensure that you have a baseline of consistent support all franchisees can expect. That’s not to suggest all franchisees receive exactly the same number per year. It may be that your visits vary by franchisee segments (e.g., tenure, location type etc). Furthermore, there may also be circumstances (e.g., sickness, or financial distress) where more support is needed for an individual – and that is fine.

Field visits are a potentially impactful franchise system development process. They deserve structure. Consistent field visit visitation is one such dimension.

Relevant questions:

• How many field visits per year do your franchisees expect and receive?
• Does your field visit approach vary by franchisee situation?

About the Franchising Best Practice 500 Series

This is part of a series of franchising best practices. Franchize Consultants is sharing and publishing these best practices weekly for the betterment of franchising. We know that better knowledge and execution of franchising best practices leads to bigger and more valuable franchisor and franchisee businesses.

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