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

So when I talk to people and they either think their results are going to be awesome and they come back that they're not, my first response is, aren't you glad that you asked them and that they're telling you instead of telling Joe Smith when he calls to see how you're doing?

And second of all, don't you think that they feel better now that they've been heard and you can start addressing these things?

But it also helps.

A lot of people will say, I have these two franchisees or these ten franchisees that are just not happy, and anything I do cannot make them happy.

It's not me.

All my other franchisees are happy.

It's really these people.

I think that compiling the data in a way to look at satisfaction across the board helps you kind of highlight those things

people that are negative.

And it allows you to share that story with a candidate to say, you know, we have people that this doesn't work for.

And if you call them and they are saying they're unhappy in this, I want you to ask these questions.

So you kind of prep them with questions to identify what the real issues are.

So it's having people that aren't happy in your system.

Hopefully you have the opportunity to coach them up or out of your brand and

But if you don't, and it really is a small minority of your group, collect data in some kind of system way that you can share it with a candidate to show them that these people are in the minority, to show them that you are aware of their unhappiness, and even outline the things that you're doing with them to help them fix the issue with you or what their business is.

so and use it kind of as a telling story so that when I'm talking to a candidate and you say you know when you start not hitting your financial metrics that we have set for you you know we're going to come back and talk about this and if you're frustrated with us that we're trying to help you you know we're going to remind you of this conversation now that there's going to be ebbs and flows in our relationship like every other relationship but we need to figure out a way to move forward so that your business is on track and our business is on track so you know just kind of

really focusing on those existing franchisees before you start spending money when you know that there's issues.

It's not money well spent.

Yeah, well we have our veterans report we do every year and what I like about our report is that it's based on the feedback we get from existing franchisees within these brands.

So it's not just taking a look at people that offer an incentive to veterans to get in.

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