Michelle Rowan

speaker

294 appearances 1 recordings 1 series first heard Nov 2014 last heard Nov 2014

Michelle Rowan’s voice in public audio — every appearance, attributed to the second.

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Franchise Today · Satisfaction & Validation - Key Components to Franchise Success · 12 Nov 2014 podcast

And, I mean, it's really an easy book to follow.

Yeah.

So it kind of goes back to the point of if you don't have a solid system, why are you growing it?

So instead of looking at it from the financial side, for the people that do a survey with their franchisees or don't, and they choose not to because they know it's not good,

there's not any reason that you should be trying to develop your brand and sell more because, well, number one, the Internet.

Any franchisee that is really that upset with you can kind of put it out there and sell.

and really ruin your reputation.

But besides somebody, you know, if it's a smart franchisee, they understand that when they're out there bashing your brand online, it's hurting their investment.

hopefully they are working with you directly to work on that relationship and fix whatever's wrong.

But it doesn't help in the fact that when a franchisee is looking or a candidate is looking to become a franchisee, they're talking to your current franchisees.

So if you spend money to get 10 deals that make it to validation, that point where you hand them the FDD and you say, call them, talk to them, and they call, whether you're a big system or a small system, and they keep hearing the same things, the same issues, you're killing that deal.

So it always boggles my mind when people say, you know, we know what the issues are.

We're not going to work on this.

We're spending all of our money on growth this year.

And, you know, I don't call anybody out on their business.

All the work we do is confidential.

So as people know us from the awards, we do work with franchise systems that...

know that they don't have strong satisfaction within their franchisee, within their system.

But they want to address it.

They want to fix that relationship or build a better culture within the brand.

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