Managing The
Franchise Relationship
By Michael Cha
Director, Business Development
Genesis BBQ (Asia Pacific) Pte Ltd
2015/4/13
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A HOUSE DIVIDED AGAINST ITSELF
WILL NOT STAND….
Maintaining good relationship
therefore, is one of the key
success factors in the business
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S.E Asia : 16
Australia, Brunei,
Cambodia, Taiwan,
Indonesia, Laos,
Malaysia, New
Zealand, Philippines,
Singapore, Thailand,
Myanmar, Vietnam,
East Timor, Fiji, Papua
New Guinea
Middle East : 15
Bahrain, Iran, Iraq,
Israel, Jordan,
Kuwait, Lebanon,
Oman,
The Palestinian
Territories, Qatar,
Saudi Arabia, Syria,
Turkey, UAE, Yemen
South Asia : 8
Bangladesh, India,
Maldives, Nepal, Sri
Lanka, Pakistan,
Afghanistan, Bhutan
Franchisor
Trademark, Name or Logo
and a quality Product or
Service
Exerts Significant Degree
Of Control Over Method
Of Operations or Provides
Significant Assistance
Obtains The Right To
Operate The Business
Required To Make
Payment (Franchise Fee,
Royalty Fee)
Franchisee
4 Basic Elements for
a strong relationship
• Respect
• Communication
• Acceptance
• Trust
How can international franchisees be
made to feel as part of the family?
• Share the vision & principle
• Develop tools
• Regular meetings, Visits
• Others
Signs that things are not going well
• Attitude changes
• Drop in sales
• No response ( email, phone call, etc)
• Delays or non-payments of royalty
How to solve problems
• Define the problem
• Identify alternatives for approaches
to resolve the problem
• Implementation
• Monitor
THE LETTER C
franchisor
franchisee
• COMMITMENT
• COMMITMENT
“count on me”
“Count ‘us’ in”
• COMMUNICATION
• COMMUNICATION
• CONTINUOUS
• CUSTOMER SERVICE
SUPPORT
• COMPETITIVENESS
• COSTS REDUCTION
• COMPLIANCE
• CONSISTENCY
Understanding The Franchisee
& Minimizing Conflicts
- The Franchisee Motivation Factor.
- Balancing Franchisor Expansion with Franchisee’s
perception of encroachment.
- Priority placed on effective franchise relations.
- Always keep our ears to the ground.
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