Franchise Manuals – this most important document is at the heart of a franchise programme and must be well written, easy to understand and user friendly.
The Franchise Manuals are the end result of systems development and implementation. It is given legal strength by the Franchise Agreement and contains the detail of the procedures and obligations referred to in that Agreement. Your franchise operation may require other specialist manuals such as: Marketing and Corporate Identity, Product/Supplier, Staff, Technical, Training, Computer, Health and Safety, Franchisor Management or other specialist functions such as POS handbooks and Troubleshooting Guides.
Please phone +64 (0) 9 523 3858 or email us for help with your Franchise Manuals and system documentation today.
Why Great Franchise Manuals Are Critical
Franchise Manuals are often referred to as the Franchise Bible, or cornerstone to a successful franchise system – and rightly so.
Manuals and the Franchise Agreement
Franchise Manuals are given important legal status within a franchise system by the Franchise Agreement, which invariably requires franchisees to adhere to certain operating requirements and restrictions. Given Franchise Agreements are normally brief in length [although that maybe argued] most of the details about the franchise system and its operation are contained within the Franchise Manuals.
Manuals and the Franchise Business Model
Great franchising should be about the transfer and rights to use a successful and established business model. The Franchise Manuals, in turn, are important for facilitating the transfer of knowledge, guidelines, requirements, key practices and tasks that are essential for making a success of the local business – whilst doing so in a manner that builds the brand for all parties in the franchise system.
That is why there must be a great Franchise Manual; because in some ways without a good Franchise Manual do you really have a business model to replicate and therefore a franchise?
Manuals and the Franchisee Investment
Franchisees are often investing tens of thousands or hundreds of thousands of dollars. Accordingly, they deserve to be buying into a franchise system that encompasses just that, a system – including well thought-out and documented functions and processes.
Those key aspects need to written in a format for franchisees to understand and learn. In turn, the Franchise Manuals will often support franchisee training, and franchisees should be assessed to ensure understanding, and, they have the skills needed to execute the business and follow the system.
Important Manual Sections
Every business has some common functions that need to be addressed and others that are specific to the business.
Common coverage includes business planning, products and services, marketing, sales and customer service, operations, technology, finance and administration, and legal obligations. Other functions may relate to different stages of the franchisee life cycle, like the introduction / welcome, and key responsibilities, or, at the end, sales, transfer and termination.
Manuals and Clear Standards
Aside from setting a franchisee up for success, good Franchise Manuals are needed to help ensure brand alignment. Without a good manual and clear standards there is no anchor for what is and is not acceptable. Franchise Manuals needs to have clear and up-to-date standards. This helps reduce ambiguity which is a seed in the plant that is franchisee discontent.
Franchise Manuals must not just have the information, standards and the tools, they must also have a good tone. Developing a good culture in a franchise system is crucial for long-term franchisee satisfaction and we believe the way things are framed and described can have an important bearing on how franchisees feel about their role and position in the franchise system, and the type of franchisor they have.
Manuals Must be Up-to-Date
Franchise Manuals should be seen as one of the most valuable investments in the creation, and, the ongoing support and innovation within, a franchise system.
If you’re a franchisor you must make sure yours are both up-to-date and great. In particular, they must reflect current legal obligations. And if you are considering buying a franchise make sure you see them first. After all, most of what you’ll need to do should be contained within the Franchise Manuals.
Please phone +64 (0) 9 523 3858 or email us for help with your Franchise Manuals and system documentation today.
Call our team on 09-523 3858 or email office@franchize.co.nz for further information. Connect with us on Facebook, LinkedIn, and Google.