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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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  1. Welcome!The webinar will begin in a few minutes. The audio portion can be accessed at 1-303-248-0285 access code 5522764

  2. While you’re waiting… …Join our LinkedIn Group Search Groups for “FBR Performance” and click Join Group!

  3. Welcome!The webinar will begin in a few minutes. The audio portion can be accessed at 1-303-248-0285 access code 5522764

  4. 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

  5. SatisfactionvsEngagement

  6. Expectations Behavior Experience Satisfaction

  7. Satisfaction • Contentment • Fulfillment • Gratification • Meeting / ExceedingExpectations

  8. Satisfaction Engagement Focused Involved Passion Energy Working together Partnership Responsibilityto the Organization • Contentment • Fulfillment • Gratification • Meeting / ExceedingExpectations

  9. 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

  10. Behavior Results

  11. Beliefs Behavior Results

  12. fsi 6 Years of Research 500+ Brands 100,000+ Franchisees

  13. n FSI

  14. Fred Jones Portsmouth, NH

  15. Breakout by Franchisee Tenure n FSI

  16. Breakout by Franchisee Tenure New Franchisees n FSI

  17. Breakout by Franchisee Tenure New Franchisees n FSI Most Senior Franchisees

  18. Breakout by Regional Field Consultant

  19. Industry Benchmarks

  20. 53

  21. Question:Overall, how would you rate your Franchisor and the Opportunity provided by this franchise system?

  22. Question:Overall, how would you rate Your Performance as a franchisee?

  23. Question:Senior Management Involves Franchisees in important company decisions:

  24. Question:I trust my Franchisor:

  25. Question:Assuming there is no geographic or other territorial conflicts, choose the statement that best describes your discussions with others about this franchise:

  26. Building Satisfaction & Engagement • More participation • More idea sharing • Better performance • More referrals • Fewer headaches

  27. 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

  28. 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!

  29. Zor Zee Alignment of Expectations and Goals

  30. Financial Prosperity Tool

  31. Join our LinkedIn Group… Search Groups for “FBR Performance” and click Join Group!

  32. 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

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