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Welcome! The webinar will begin in a few minutes. The audio portion can be accessed at 1-303-248-0285 access code 5522764. While you’re waiting… … Join our LinkedIn Group. Search Groups for “FBR Performance” and click Join Group!.
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Welcome!The webinar will begin in a few minutes. The audio portion can be accessed at 1-303-248-0285 access code 5522764
While you’re waiting… …Join our LinkedIn Group Search Groups for “FBR Performance” and click Join Group!
Welcome!The webinar will begin in a few minutes. The audio portion can be accessed at 1-303-248-0285 access code 5522764
Moving the Needle: How to Improve Satisfaction and Engagement to Help Drive Franchisee Performance Moving the Needle: How to Improve Satisfaction and Engagement to Help Drive Franchisee Performance Michelle Rowan, COOFranchise Business Review603.433.2260michelle@FranchiseBusinessReview.com Eric Stites, President and CEOFranchise Business Review603.433.2266eric@FranchiseBusinessReview.com Evan Hackel, President and CEOIngage Consulting781.569.5900ehackel@ingageconsulting.com
Expectations Behavior Experience Satisfaction
Satisfaction • Contentment • Fulfillment • Gratification • Meeting / ExceedingExpectations
Satisfaction Engagement Focused Involved Passion Energy Working together Partnership Responsibilityto the Organization • Contentment • Fulfillment • Gratification • Meeting / ExceedingExpectations
Levels of Franchisee Engagement • Actively Disengaged: • Exploit or compromise organizational objectives for perceived personal gain • Are cynical of management • They share their negative feelings with others • Undermine the group’s potential • It takes significant effort to get them to support new initiatives • Yet, some of them consider themselves satisfied Engaged: • See themselves as partners • Participate with passion • Execute programs • Feel a deep connection to the organization • Take ownership for success • Support and inspire other members • Are pro-active with ideas Unengaged: • See themselves as more of a customer than a partner • They are not disconnected or disenchanted with the group, but they’re not inspired either • They put the responsibility of their success with management • It takes more effort to communicate with them and to get them to support the coop’s efforts
Behavior Results
Beliefs Behavior Results
fsi 6 Years of Research 500+ Brands 100,000+ Franchisees
Fred Jones Portsmouth, NH
Breakout by Franchisee Tenure New Franchisees n FSI
Breakout by Franchisee Tenure New Franchisees n FSI Most Senior Franchisees
Question:Overall, how would you rate your Franchisor and the Opportunity provided by this franchise system?
Question:Overall, how would you rate Your Performance as a franchisee?
Question:Senior Management Involves Franchisees in important company decisions:
Question:Assuming there is no geographic or other territorial conflicts, choose the statement that best describes your discussions with others about this franchise:
Building Satisfaction & Engagement • More participation • More idea sharing • Better performance • More referrals • Fewer headaches
Developing Franchise Support • Ops team needs to know what the Development Team is selling (& promising) • Development Team needs to know what happens at Unit Level on a daily basis • Training Programs must detail all the DIFFERENT types of support available & don’t just use one
Breakdown of the Field Visit • 25% on Operations: Compliance • 25% on Financials & Profitability: Review P&L’s, COGS, Labor, Cash Control • 50% on Growing the Business: Field Rep competency must be how to attract & retain customers!
Zor Zee Alignment of Expectations and Goals
Join our LinkedIn Group… Search Groups for “FBR Performance” and click Join Group!
Moving the Needle: How to Improve Satisfaction and Engagement to Help Drive Franchisee Performance Moving the Needle: How to Improve Satisfaction and Engagement to Help Drive Franchisee Performance Michelle Rowan, COOFranchise Business Review603.433.2260michelle@FranchiseBusinessReview.com Eric Stites, President and CEOFranchise Business Review603.433.2266eric@FranchiseBusinessReview.com Evan Hackel, President and CEOIngage Consulting781.569.5900ehackel@ingageconsulting.com