In Part 2 of our series on Confronting and Resolving Issues with Franchisees, we discuss the second rule for the Franchise Support Representative to follow:
2. Make sure the Franchisee sees the reasons why the issue needs attention, and why the situation needs to be changed or improved.
If the Franchisee does not actually feel the effects of the problem, he/she may not fully appreciate that it IS a problem, and he/she may then perceive you as overly critical and intent on stirring up trouble where none exists.
Your job as Franchise Support Representative is to make the connection between the problem and the business operations of the franchise. This will keep the issue from appearing to be a simple personality clash.
Inquire about performance and results. Instead of simply talking about activities, focus on results. Let the Franchisee in on your vision for a solution. And remember to always avoid blaming the individual and thereby alienating him or her.
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