Published September 21, 2011

Franchise Leaders Speak Out: Strategies for Building Strong Franchisee Relations

It’s no secret that good franchisee relations lead to franchisee satisfaction, which leads to generally strong businesses. Satisfied and engaged franchisees work harder, promote the brand better to customers and other franchisee candidates, and ultimately make more money for franchisors and themselves.

Every year, Franchise Business Review surveys thousands of franchisees from hundreds of franchise brands to determine the top franchises when it comes to franchisee satisfaction. Leadership—specifically communication from leadership—is an area that often receives the lowest score in that survey—even among the best companies. Poor communication from the top can result in breakdowns in franchisee relations, disrupting productivity and affecting the bottom line.

Here, six leaders from some of the top-performing brands—including Brian Petranick, president and COO of Right at Home; Tony Avila, CEO of Voodoo BBQ and Grill; Don Fox, CEO of Firehouse Subs; Heidi Ganahl, CEO of Camp Bow Wow; Mike Good, CEO of Sotheby’s International Realty; and Sam Ballas, CEO of East Coast Wings—share what they’re doing to ensure good top-down communication and, ultimately, strong franchisee relations.
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About the Author: Eric Stites

Eric leads FBR’s research and consultants with clients in the area of franchise performance. He is an active member of the International Franchise Association (IFA), serves on the IFA’s VetFran and Franchise Relations Committees, and speaks frequently on topics related to franchise relations and best practices in franchising. Eric lives on the coast of Maine with his wife and two daughters, and enjoys spending as much time as possible on the ocean.
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