Franchise Relations: People Just Want to Be Heard

In the passionate words of the late Bill Rosenberg, founder of both Dunkin' Donuts and co-founder of the International Franchise Association, "You can't have a successful franchisor without successful franchisees and you can't have successful franchisees

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I never had the opportunity to meet Bill in person, but I believe that his ideas and vision for what franchising should be are very much alive in some of today's franchise leaders. I have had the opportunity to work with some of the very best in the business, learning from their years of experience with successful franchisee-franchisor relations. Here are just a few of the ideas that could have a major impact on your franchise relations and the overall success of your business.

Painting a Picture

It goes far beyond just simply having a strong vision for your company. You need to communicate your vision to your staff, your franchisees and your franchisee candidates repeatedly. Your vision needs to be so vivid and clear that everyone can see it, feel it, and believe it. It's what Brian Scudamore, founder and CEO of 1-800-GOT-JUNK? and IFA's Entrepreneur of the Year, calls "painting a picture."

Scudamore's 2012 vision for 1-800-GOT-JUNK? is driving the company toward his goal of $1 billion in sales, operating in 10 countries and having a globally-admired brand. "Admired not for what we've built, but how we've built it," said Scudamore. It is those crystal clear, concrete goals, painted with exacting detail, that keep his home-office staff and hundreds of franchisees focused on where the company is going and how it is going to get there.

Keeping Commitments

It sounds so simple and obvious that it's almost silly to mention. But occasionally, we all drop the ball. No matter how hard we try to be perfect, something always slips through the cracks. That is why Catherine Monson's "Keeping Commitments Worksheet" is such a brilliantly simple idea.

Monson, an IFA board member who serves on the association's Franchise Relations Committee, heads up Franchise Services' PIP Printing & Marketing Services and knows about keeping commitments with her franchisees. Each year during the PIP annual convention, Monson and her staff use a simple pen and paper worksheet to keep track of every commitment made to a franchisee. After the convention, the worksheet is circulated among the corporate staff until every commitment is completed and followed up on.