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Use of Unannounced Field Visits

June 18, 2019 by Callum Floyd

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Unannounced field visits can be a valuable tool for both franchisor and franchisees, albeit franchisees are less likely to see the positive side of an unannounced visit when it involves them.

The key here is that the unannounced field visit or a surprise field visit should not be an unexpected field visit, with the inference being that an unexpected unannounced field visit is one that is totally out of the ordinary within a particular franchise system.

Key also is the concept of developing a positive culture within a franchise system and understanding how that could clearly be eroded with the use of an unexpected unannounced visit – with the objective of catching franchisees out doing things wrong.

In our experience, unannounced visits work best when there is a clear compliance issue and franchisees know that such issues can result in an unannounced visit.

Mystery Shopper programmes are another example of unannounced but not unexpected visits. Such programmes are clearly designed to benefit the franchisee of focus, all franchisees, the franchisor and the brand by identifying compliance issues, training needs and/or training effectiveness.

Worst case, unannounced visits have no specific purpose. It a strongly held view of ours that a field manager should not regularly just pop in unannounced to see franchisees, as that just demonstrates the field manager does not perceive their time to be valuable. Similarly, the field manager may also be viewed as having too much time on their hands.

Unannounced field visits need to have a clear key purpose, and they should not be unexpected. Even where unannounced visits may be valuable, they should not be the norm. Afterall, a franchisee may not even be present – let alone be prepared or have time for a productive field visit.

Relevant questions:

  • Do you make use of unannounced field visits and, if so, for what purpose?
  • Are any unannounced field visits unexpected in the context of your franchise system?
  • About the Franchising Best Practice 500 Series

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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.

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You can make contact with us on +64 (0) 9 523 3858 or via the contact form below for any further information. You can also connect with us on Facebook, LinkedIn and Google.

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Category: Blog, Franchise Best Practice

About Callum Floyd

Our Managing Director, Dr Callum Floyd, served on the FANZ board in various roles for nearly a decade, and Franchize Consultants continues its long-term support of FANZ in any way it can. We’re strong believers in the value of FANZ’s firm codes of practice and ethics, and for this reason recommend our franchisor businesses consider FANZ membership.

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