Field consultants: Cops or coaches?
Published April 6, 2017

Are your Field Consultants Cops or Coaches?

Greg Nathan is the founder of the Franchise Relationships Institute and a panelist for the 2017 Ops Webinar Series.

Imagine getting a speeding fine and feeling grateful. It happened to me. I was 18 years old cruising down the highway enjoying Jimi Hendrix’s wailing guitar at full blast. But my steering wheel drumming stopped abruptly as I glanced over to see a cop driving alongside beckoning me to pull over.

He told me to get out of the car and looked me up and down. “Son, you’ve no idea of the things I’ve seen.” His voice was firm but not aggressive. I sensed genuine concern.

“Young people like you whose lives are ended in a tangle of broken glass and metal.” He paused for effect.

“You seem like a smart kid. You don’t want to end up like that do you?” “No sir,” I mumbled.

“So here’s what we’re going to do,” he continued. “I am going to give you this ticket to remind you to drive more carefully. And you are going to stay within the speed limit from now on. I don’t want to see you dead. Okay?”

I actually found myself genuinely thanking him. This man was more of a coach than a cop. He understood that his job was to contribute to a safe driving environment and save lives. Speeding fines, delivered with a sense of purpose, were one of the tools at his disposal.

Do your Field Consultants understand that their job is to contribute to a safe business environment where the brand is protected, franchisees make money, and customers leave satisfied?

Do they understand that every request they make of a franchisee should be aligned to how this protects the brand, improves profitability, or creates happier customers?

Alignment.  It’s more powerful than compliance and it’s more effective in achieving best practices. It’s also just one of the topics I’ll be covering in my session on Making Franchise Field Reps More Effective in the 2017 Ops Webinar Series.

Ops SeriesRegister now for the 2017 Ops Webinar Series to learn more from Greg Nathan and other leading franchise experts. The series kicks off May 9. Eligible for 150 CFE education credits!


About the Author: Greg Nathan

Greg Nathan is the founder of the Franchise Relationships Institute and an international thought leader on people issues in franchising. He is a registered psychologist and is regularly invited to deliver keynote addresses at franchise sector conferences around the globe.
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