Experiences are everything, if you have any sort of business that sells to people then the experience the customer has is vital to your operation.

In a franchise the franchisor would then have a greater duty of care to ensure the prospective franchisee has customer service skills, is customer aware, is able to communicate effectively and willing to go the extra mile.

Apart from aiming to build exceptional customer experiences of the franchise business the aim is to also assist the franchisee to build repeat business and know they are well ahead of their competition dues simply to providing exceptional experiences.

In the same vein they should also be serving the customers (the franchises) so they can feel the experience of great service. (lead by example).

So in the end its about finding ways to be exceptional in the people stakes, being able to connect, communicate and value their part in the scheme of things.

To start the ball rolling, consider…

- Have I or any of my staff called a franchise to just have a catch up chat (not because I have anything I want to tell them, but just because I could…)

- Have we kept an online blog going of what’s happening in the business for our franchisees?

- Have we found ways of opening the lines of communication further so they feel they can call us at any time, (and do they? If not why not…)

Take these ideas further… Now show your franchisees how to do it (you are the role model here…) give them ideas on how to build the customer experience so it becomes a rock solid foundation for them to build a successful business from.

Remember it’s all about the experiences we have, yours, theirs and the customers…

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