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The webinar will begin in a few minutes.
The audio portion can be accessed at
1-303-248-0285 access code 5522764
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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
Moving the Needle:
How to Improve Satisfaction and Engagement
to Help Drive Franchisee Performance
Michelle Rowan, COO
Franchise Business Review
603.433.2260
michelle@FranchiseBusinessReview.com
Eric Stites, President and CEO
Evan Hackel, President and CEO
Franchise Business Review
603.433.2266
eric@FranchiseBusinessReview.com
Ingage Consulting
781.569.5900
ehackel@ingageconsulting.com
Satisfaction vs Engagement
Expectations
Behavior
Experience
Satisfaction
Satisfaction
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Contentment
Fulfillment
Gratification
Meeting / Exceeding
Expectations
Satisfaction
Engagement
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•
•
•
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•
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Contentment
Fulfillment
Gratification
Meeting / Exceeding
Expectations
Focused
Involved
Passion
Energy
Working together
Partnership
Responsibility
to the Organization
Levels of Franchisee Engagement
Engaged:
Unengaged:
Actively Disengaged:
See themselves as partners See themselves as more of Exploit or compromise
organizational objectives
a customer than a partner
Participate with passion
for perceived personal gain
They are not disconnected
Execute programs
or disenchanted with the Are cynical of management
group, but they’re not
Feel a deep connection
They share their negative
inspired either
to the organization
feelings with others
Take ownership for success They put the responsibility Undermine the group’s
of their success with
potential
Support and inspire other
management
members
It takes significant effort to get
It takes more effort to
them to support new initiatives
Are pro-active with ideas
communicate with them
and to get them to support Yet, some of them consider
the coop’s efforts
themselves satisfied
Behavior
Results
Beliefs
Behavior
Results
fsi
6 Years of Research
500+ Brands
100,000+ Franchisees
n
FSI
Fred Jones
Portsmouth, NH
Breakout by
Franchisee Tenure
n
FSI
Breakout by
Franchisee Tenure
New Franchisees
n
FSI
Breakout by
Franchisee Tenure
New Franchisees
n
Most Senior Franchisees
FSI
Breakout by
Regional Field Consultant
Industry Benchmarks
53
BENCHMARK
En g a g e d ,
17%
A ctive ly
D ise n g a g e d , 27%
U n e n g a g e d , 56%
Question: Overall, how would you rate your
Franchisor and the Opportunity provided by
this franchise system?
Question: Overall, how would you rate
Your Performance as a franchisee?
Question: Senior Management Involves
Franchisees in important company decisions:
Question: I trust my Franchisor:
Question: Assuming there is no geographic
or other territorial conflicts, choose the
statement that best describes your
discussions with others about this franchise:
Building Satisfaction & Engagement
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•
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More participation
More idea sharing
Better performance
More referrals
Fewer headaches
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
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!
Zor
Zee
Alignment
of
Expectations
and Goals
Financial Prosperity Tool
Join our LinkedIn Group…
Search Groups for “FBR Performance”
and click Join Group!
Moving the Needle:
How to Improve Satisfaction and Engagement
to Help Drive Franchisee Performance
Michelle Rowan, COO
Franchise Business Review
603.433.2260
michelle@FranchiseBusinessReview.com
Eric Stites, President and CEO
Evan Hackel, President and CEO
Franchise Business Review
603.433.2266
eric@FranchiseBusinessReview.com
Ingage Consulting
781.569.5900
ehackel@ingageconsulting.com
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