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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


Eric Stites, President and CEOFranchise Business [email protected]

Michelle Rowan, COOFranchise Business [email protected]

Evan Hackel, President and CEOIngage [email protected]

Satisfaction vs Engagement

Expectations

Experience

Satisfaction

Behavior

Satisfaction• Contentment• Fulfillment• Gratification• Meeting / Exceeding

Expectations

Satisfaction• Contentment• Fulfillment• Gratification• Meeting / Exceeding

Expectations

Engagement• Focused• Involved• Passion• Energy• Working together• Partnership• Responsibility

to the Organization

Levels of Franchisee EngagementEngaged:

See themselves as partners

Participate with passion

Execute programs

Feel a deep connection to the organization

Take ownership for success

Support and inspire other members

Are pro-active with ideas

Unengaged: See themselves as more of

a customer than a partner

They are not disconnected or disenchanted with the group, but they’re not inspired either

They put the responsibility of their success with management

It takes more effort to communicate with them and to get them to support the coop’s efforts

Actively Disengaged: Exploit or compromise

organizational objectives for perceived personal gain

Are cynical of management

They share their negative feelings with others

Undermine the group’s potential

It takes significant effort to get them to support new initiatives

Yet, some of them consider themselves satisfied

ResultsBehavior

ResultsBehaviorBeliefs

fsi6 Years of Research

500+ Brands100,000+ Franchisees

n FSI

Fred JonesPortsmouth, NH

n FSI

Breakout by Franchisee Tenure

n FSI


New Franchisees

n FSI


New Franchisees

Most Senior Franchisees

Breakout by Regional Field Consultant

Industry Benchmarks

BENCHMARK53

Engaged, 17%

Unengaged, 56%

Actively Disengaged, 27%

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

• 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

Alignmentof

Expectationsand Goals

Financial Prosperity Tool

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Eric Stites, President and CEOFranchise Business [email protected]

Michelle Rowan, COOFranchise Business [email protected]

Evan Hackel, President and CEOIngage [email protected]

Documents

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