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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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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