Changing the Story: Corporate and Franchisee Relations

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Positively Great Company Culture

Many times corporate employees and franchisees become frustrated with each other due to disagreements about the way individual locations are run. But, both must feel that they are mutually beneficial to each other to ensure the longevity of a franchised company. Corporate employees and franchisees must communicate effectivly in order to remain in business.

The satisfaction of a franchise owner with the corporate headquarters will determine they way the franchisee interacts with its customers. Any disatisfaction that trickles down will quickly hurt the national brand.

Corporate employees often become frustrated with the management practices of franchise owners while franchisees tend to feel unsatisfied with the quality of assistance they receive.

In a recent Harvard Business Review article, Peter Bregman writes about changing corporate culture by changing the stories that are told. This idea is applicable to corporate employees as well as to franchisees.

Bregman writes, "To start a culture change all we need to do is two simple things:

1. Do dramatic story-worthy things that represent the culture we want to create. Then let other people tell stories about it.

2. Find other people who do story-worthy things that represent the culture we want to create. Then tell stories about them"

Currently, many corporations tell stories of the difficult franchisees they work with or how the owners do not know how to run their business. But, what if the vocalized stories were ones of the most pleasant owners or the most creative marketing tactics? The positive stories would encourage similar behavior and employees would look for similar examples to share.

Conversely, if corporate employees act in the most positive and helpful way to assist franchise owners then the owners will begin to speak about the quality of the advice and attention they received.

For example: As an employee at the corporate office your job is to assist franchise owners with a variety of questions they may have. One franchisee is particularly upset. Instead of getting off the phone and saying, "Ugh, that woman is so difficult!" loud enough to get a response from the employees around you, say "Marsha from Ohio just called and was looking for some help with X, does anyone have any ideas on how to help her?" The follow up call will help Marsha feel like her needs are being considered and the corporate employees will see a constructive relationship develop.

As Bregman says, "We live by stories. We tell them, repeat them, listen to them carefully, and act in accordance with them"

And besides, everyone likes a good story.

 Find Peter Bregman's article here http://blogs.harvardbusiness.org/bregman/2009/06/the-best-way-to-change-a-corpo.html?cm_re=homepage-061609-_-secondary-1-_-headline