There’s so much to know and learn as a new franchisee – and so much ‘paper work’ coming down from HQ, that franchisees often get lost in a barrage of paper, rather than focusing on the big picture. That can lead to your franchisees unknowingly sabotaging your brand and their customer satisfaction. Nancy Friedman, President of Telephone Doctor Customer Service Training, outlines five common phrases that can sabotage a business and how to mitigate them.