Our continuing series on Resolving Issues with Franchisees provides guidelines for the Franchise Support Representative to follow in attempting to find a solution to contentious problems with a franchisee by listening to their point of view and brainstorming to come up with solutions.
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The aim of our current series of posts is to provide Franchise Support Representatives with a set of tools for confronting and resolving issues with franchisees. The first step in this resolution process is to define the problem and establish what needs to be changed.
Finding a way to successfully work through issues of potential conflict with your franchisees is critical to the success of your business, and it allows you to be a constructive member of the organization as well as an effective leader to your team.
The following action plan outlines some steps to take when a particularly difficult issue must be confronted with your Franchisees. This plan provides a means of tactfully handling thorny problems. It will aid you in your interactions with franchisees and allow you to air your own concerns and to listen to the concerns of the franchisee.
Define the issue. Review the situation with the franchisee, establishing what needs to be improved or changed.
Explain the problem. Make sure the franchisee understands the reason the issue needs attention, why the situation must change or improve.
Establish a dialogue. Create an atmosphere in which the franchisee feels free to share his/her views.
Discuss potential solutions. Engage in creative discussion to find ways to improve the situation, and encourage the franchisee to offer ideas and suggestions.
Delegate tasks. Agree on what each party will do to improve the situation.
Set timelines. Agree on target dates for actions and follow-up of each party's performance of their agreed tasks.
In upcoming posts we will delve into each phase of the above process, and detail how to resolve the conflict in a way that creates a win-win situation for both the franchisor and the franchisee.
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