A franchisor business has many facets and can be complex and challenging to maximise the performance for both franchisor and franchisees, long-term.
Not always, but invariably the franchise support office will comprise multiple staff – each with an important role to play in the functioning of the franchise system. Put simply, everyone employed has considerable potential to improve (or detract from) the performance of the franchise system.
It goes without saying that if you are a franchisor you want capable, but also engaged and satisfied, staff. It follows that they should be more likely to help push towards the objectives of the franchise system, taking responsibility as needed and being professional in their roles.
Furthermore, it is also important, from both franchisor and franchisee standpoints, that those competent franchise support staff stay. It makes the franchisor job harder if franchisees have longer tenure than franchisor staff – or worst case have seen many franchise support staff come and go in a single role.
It is good practice for a franchisor to conduct a regular and independent survey of franchise support office staff satisfaction and engagement across a range of dimensions, such as the job, compensation, development, work environment, teamwork, innovation, franchisee focus, leadership and management, future intentions, and so on.
We suggest franchise support office staff satisfaction surveys also probe for improvement suggestions and other insights. We also suggest and benchmark franchise support staff satisfaction and engagement levels over time and across companies.
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.
We have assembled the first 40 best practices into The Best Practice Handbook, which is available for purchase.