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Established Franchisors

The Larger, mature and successful Brands are characterized by everyone having unified beliefs, thinking and behaviors around the following business and franchise principles:

• Every conversation and every decision is about how to enhance the real and perceived image of the Brand in the minds and hearts of existing and potential customers [consumers, clients, guests],
• Everyone is focused on how to create the perfect customer experience,
• The customers’ experiences are measured frequently and decisions are made on changes based on customer feedback through instruments like Reichheld’s Net Promoter Score [The NPS Number],

  http://www.youtube.com/watch?v=vQLZq2DOEWM

• Franchisee renewals and defaults are based somewhat on customer NPS feedback scores,
• Everyone realizes we are doing business in an economy influenced primarily by how customers feel about us before, during and after they do business with the representatives of the Brand,
• Our relationship with, between and among the members of the franchisor and franchisee community must be characterized by collegiality, cooperation, collaboration, empowerment, involvement, respect and listening to the best thinking and the best behaviors resulting in the acquisition and retention of more and more VERY satisfied, loyal, frequent user, promoter customers who buy more and more of our products and services more and more often,
• As a Brand we are committed to growing faster than the market is growing and faster than our competitors are growing,
• We are committed to mastering, together as a team, the ten [10] areas of excellence for a Brand using franchising as its primary growth strategy:
  • A Customer-Centric Culture,
  • Strong enterprise wide business and financial planning,
  • Focused performance improvement consultants to the franchisees,
  • Excellent franchisor-franchisee relationships,
  • Balancing financial and ratio metrics with customer and team member metrics [The Balanced ScoreCard] to ensure you have the right measurements to operate the business,
  • Technology to manage information and make decisions,
  • Effective training and people development programs,
  • Effective pre-opening and operations manuals,
  • A system to grant franchises to qualified individuals and entities, and
  • Superior leadership.
• Above all else, every person in the business is committed to creating and sustaining a Customer-Centric Culture.  Each person, department, and team knows, believes, and behaves in ways reflecting that; the key to profit and growth is creating and retaining VERY satisfied, loyal, frequent user, promoter customers, by having excellent, well trained and developed team members, executing the customer experiences which are designed with a knowledge about which emotions the customers want to feel when they do business with our Brand.
• All marketing is designed and executed with the customers’ emotions as the central key factor in their design.
• The franchisor and the franchisee team members operate with the following three principles:
  1. Business and every activity we perform must have a specific measurable, achievable result in mind,
  2. Personal goals drive business goals, and
  3. The difference between good and great is discipline.