Which Tool is Right for your Franchisee Comeback Plan?

Much of the franchising world went on lockdown in the Spring of 2020. As franchisors set their sights on reopening the economy, we received a few requests on which of our modules (field audits, self-assessments, polls, projects, business plans, etc.) are the best to use for their scenarios in the new world.

Overview

Coach Interactions

If the coaches are driving a short interaction, call, audit or review with a franchisee, you should use a field audit. This is the baseline tool for coach-driven scenarios.

The exception is if you want to record an interaction and keep it confidential – meaning you do not want the franchisee to see it. In that case, you would use a comment in the info depot or on the franchisee’s record within your system. 

Franchisee Interactions

If the franchisee is the one who is initiating the interaction, then the baseline is a self-assessment – an audit where the franchisee is empowered to fill it out themselves.

Conversely, if the interaction is critically important and the franchisor needs to have visibility into the result for risk mitigation or other legal purposes, and you will be requiring all units to fill it out, you should launch the a poll. This adds accountability that everyone fills it out. It is especially helpful if there is an expectation to fill it out on a recurring basis.

Mixed Interactions

If you are doing an interaction that involves many stakeholders over a process that takes several months with a guaranteed outcome (such as a grand reopening), you should be doing a Project that creates tasks for accountability.

If the coach is defining a strategy collaboratively with the franchisee, and you can setup a process to review how they are doing versus this strategy over several months, you should use a Business Plan.

Sample Mini Case Studies

Protective Gear Installation

Problem: We want to make sure franchisees have installed new plexiglass and signage for reopening procedures. We are 100% sure that the franchisees can follow through with this.

Solution: A self-assessment if franchisees are self-starters and a poll if accountability is a top concern.

Operational Changes

Problem: I want to make sure franchisees are ready to follow the new operational procedures for online ordering and delivery.

Solution: A self-assessment if franchisees are self-starters and a poll if accountability is a top concern.

Remodelling to Support Online Ordering and Pick-up

Problem: Each unit will need to be remodelled to support online ordering.
Solutions: Self-assessment if your goal is check the completion of it. It could also be a Project if it is a lengthy complex process involving many teams.

Business Continuity

Problem: I want to make sure my franchisees survive the crisis. As a way to support them, we’ll be talking on a monthly basis.
Solution: If you just want to record the interactions and take the pulse of the franchisee, use a Field Audit. If you are willing to get more involved and formal, Business Plans are appropriate. The latter is a living document that is evolved as you progress through the various initiatives defined in the plan.

Last Word

Supporting franchisors and franchisees with different scenarios around opening in each system, and across region requires agility and flexibility. If this post has been supportive to your efforts, feel free to post on Social Media.



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