The Role of the Franchisee Support Representative

In this segment of MegaDox.com's Successful Franchising series, we discuss the importance of the Franchisee Support Representative in the franchisee / franchisor relationship.

The Role of the Franchisee Support Representative

The Franchisee Support Representative’s job is to interface with your franchisees in the capacity of a management consultant and trainer. In order to effectively fill that role, he/she must encompass and perform within the requirements of the following areas.

Seven Areas of Responsibility

1. Credibility/Trust: Build and maintain a constantly high level of trust and credibility with franchisees.
2. Relationship: Develop and nurture a highly positive relationship with the franchisees.
3. Retention: Keep the goal of franchisee retention uppermost in mind at all times.
4. Service: Render the highest quality service possible to the franchisees.
5. Availability: Be available and accessible to the franchisees at all times.
6. Results: Create the results of increased revenue and profitability for the franchisees.
7. Legal: Be aware of the legalities involved in servicing franchisees and constantly monitor and observe those legal requirements.

Four Special Tasks

1. Consult: Consult with the franchisee on an ongoing basis - whether in person, over the phone or via email.
2. Train: Conduct training courses and workshops for the franchisees and their employees as needed.
3. Communicate: Maintain a high level of communication with the franchisees. Keep the company informed of the status of each franchisee by completing the necessary documentation.
4. Acquire: Acquire the knowledge and skills necessary to effectively accomplish all job responsibilities.

Five Key Results Areas

1. Revenue and profitability
2. Operational efficiency
3. Customer satisfaction
4. Employee productivity
5. Management Effectiveness

Basic Principles for Support Representatives

To build constructive relationships with Franchisees and others in the organization, certain basic principles need to be followed by the Support Representatives. These principles are the foundation on which all other consulting skills are built.

1. Help build the self-confidence and self-esteem of others.
2. Always focus on the situation or behavior, never the person.
3. Realize that to be effective, relationships with franchisees require ongoing attention.
4. Constantly seek to make things better.
5. Set a good example.

In our next post we will discuss the operational support you should provide to franchisees and how to do this effectively.