From time to time, franchise owners might encounter difficulties in managing their businesses. If you decide to own a franchise, who should you turn to when you face an issue? More importantly, what if your concerns aren’t being addressed properly? Here’s a guide to some common problems you might experience, how to resolve them, and who to contact for assistance.
**Common Issues You Might Face:**
– Malfunctioning equipment
– IT or software issues
– Low customer foot traffic
– Complaints about products or services
– High employee turnover
Even though the franchise model is generally reliable, it’s not without flaws. As a franchise owner, you’ll need to handle these issues to ensure smooth and profitable business operations.
**How to Resolve Issues:**
To get the help you need, approach your problem-solving efforts with kindness and politeness. People are more inclined to assist you when asked nicely.
**Who to Contact at Franchise Headquarters:**
If you attended a Discovery Day while researching your franchise, you likely met some department heads or other staff members. During your formal training back at headquarters, you would have gotten acquainted with more staff and learned about franchise operations. These are the people you should call when you encounter a problem.
For instance, if you’re having trouble with the computers provided with your franchise, contact someone from the IT department. Depending on the severity of the issue, choose whom to call based on how long the problem has persisted. If only one PC is malfunctioning, reach out to the IT department. However, if your entire network is down or you suspect a virus or malware, you should immediately contact the head of IT. Don’t hesitate or feel guilty about seeking help since you’re paying for support through monthly royalties.
**What If Your Issue Isn’t Being Resolved?**
Sometimes, issues might not get resolved satisfactorily. In such cases, you have a couple of options:
**A. Contact a Franchisee Advisory Council (FAC) member.**
An FAC is a group of fellow franchisees who collaborate with the franchisor to improve the system and resolve common issues. If your problem isn’t being addressed adequately, reach out to an FAC member for assistance. While results aren’t guaranteed, this option can be beneficial in some systems.
**B. Contact one of the franchise executives.**
For significant problems not being resolved to your satisfaction, email and call one of the executives. Provide detailed information about the issue and emphasize how it impacts your financial performance, as this also affects the franchisor’s revenue from you.
Finally, if you still can’t get the assistance you need, escalate the issue to the CEO. They need to be aware of ongoing problems and have the authority to help.
