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DESCRIPTION
Welcome! The webinar will begin in a few minutes. The audio portion can be accessed at 1-303-248-0285 access code 5522764. While you’re waiting… … Join our LinkedIn Group. Search Groups for “FBR Performance” and click Join Group!. - PowerPoint PPT PresentationTRANSCRIPT
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Welcome!
The webinar will begin in a few minutes.
The audio portion can be accessed at 1-303-248-0285 access code 5522764
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While you’re waiting… …Join our LinkedIn Group
Search Groups for “FBR Performance” and click Join Group!
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Welcome!
The webinar will begin in a few minutes.
The audio portion can be accessed at 1-303-248-0285 access code 5522764
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Moving the Needle:How to Improve Satisfaction and Engagement to Help Drive Franchisee Performance
Moving the Needle:How to Improve Satisfaction and Engagement to Help Drive Franchisee Performance
Eric Stites, President and CEOFranchise Business [email protected]
Michelle Rowan, COOFranchise Business [email protected]
Evan Hackel, President and CEOIngage [email protected]
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Satisfaction vs Engagement
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Expectations
Experience
Satisfaction
Behavior
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Satisfaction• Contentment• Fulfillment• Gratification• Meeting / Exceeding
Expectations
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Satisfaction• Contentment• Fulfillment• Gratification• Meeting / Exceeding
Expectations
Engagement• Focused• Involved• Passion• Energy• Working together• Partnership• Responsibility
to the Organization
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Levels of Franchisee EngagementEngaged:
See themselves as partners
Participate with passion
Execute programs
Feel a deep connection to the organization
Take ownership for success
Support and inspire other members
Are pro-active with ideas
Unengaged: See themselves as more of
a customer than a partner
They are not disconnected or disenchanted with the group, but they’re not inspired either
They put the responsibility of their success with management
It takes more effort to communicate with them and to get them to support the coop’s efforts
Actively Disengaged: Exploit or compromise
organizational objectives for perceived personal gain
Are cynical of management
They share their negative feelings with others
Undermine the group’s potential
It takes significant effort to get them to support new initiatives
Yet, some of them consider themselves satisfied
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ResultsBehavior
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ResultsBehaviorBeliefs
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fsi6 Years of Research
500+ Brands100,000+ Franchisees
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n FSI
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Fred JonesPortsmouth, NH
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n FSI
Breakout by Franchisee Tenure
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n FSI
Breakout by Franchisee Tenure
New Franchisees
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n FSI
Breakout by Franchisee Tenure
New Franchisees
Most Senior Franchisees
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Breakout by Regional Field Consultant
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Industry Benchmarks
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BENCHMARK53
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Engaged, 17%
Unengaged, 56%
Actively Disengaged, 27%
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Question: Overall, how would you rate your Franchisor and the Opportunity provided by this franchise system?
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Question: Overall, how would you rate Your Performance as a franchisee?
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Question: Senior Management Involves Franchisees in important company decisions:
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Question: I trust my Franchisor:
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Question: Assuming there is no geographic or other territorial conflicts, choose the statement that best describes your discussions with others about this franchise:
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Building Satisfaction & Engagement
• More participation • More idea sharing• Better performance• More referrals• Fewer headaches
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Developing Franchise Support• Ops team needs to know what the
Development Team is selling (& promising)
• Development Team needs to know what happens at Unit Level on a daily basis
• Training Programs must detail all the DIFFERENT types of support available & don’t just use one
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Breakdown of the Field Visit• 25% on Operations: Compliance
• 25% on Financials & Profitability: Review P&L’s, COGS, Labor, Cash Control
• 50% on Growing the Business: Field Rep competency must be how to attract & retain customers!
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Zor Zee
Alignmentof
Expectationsand Goals
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Financial Prosperity Tool
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Join our LinkedIn Group…
Search Groups for “FBR Performance” and click Join Group!
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Moving the Needle:How to Improve Satisfaction and Engagement to Help Drive Franchisee Performance
Moving the Needle:How to Improve Satisfaction and Engagement to Help Drive Franchisee Performance
Eric Stites, President and CEOFranchise Business [email protected]
Michelle Rowan, COOFranchise Business [email protected]
Evan Hackel, President and CEOIngage [email protected]