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THE KEYS TO FRANCHISEE SUCCESS After investing in a franchise business, you want things to run smoothly. Here are some tips for successful franchise ownership.
1. Follow the system
The beauty of franchise ownership is that you’re buying into a proven business model. The franchisor went through all the trial and error, so you don’t have to. By following the system, you preserve the brand and protect your investment.
2. Live the brand
Be the biggest fan of your business. Passion shows customers and employees that you care. Hire staff people who are enthusiastic.
3. Embrace the community
Getting involved in the community is an excellent way to market your business. Join the local chamber of commerce, sponsor sporting events, and attend community events.
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Choose Words Carefully Some only serve to drive customers away.
The key ingredient in customer service is the customer. Each one should feel heard, understood, and like a company’s highest priority. But sometimes even well-intentioned customer service reps use words or phrases that can be turn-offs. Negative words and phrases help make your customers— and your potential customers— veer away from the important points of the conversation, and can affect how they view your business. Here are a few phrases to eliminate.
need to respond with the gold standard: “You’re welcome.”
“No Problem” Overused and abused, “no problem” appears to be a big problem with customers. The customer thinks, “Am I a problem?” When someone says, “thank you,” you simply
“Yes, but…” The minute we use “yes, but” as an answer, the client knows something negative is coming. Keep the conversation positive, so customers know you are working with them.
“Calm Down” When a person is told to “calm down,” the next words are usually: “Don’t tell me to calm down.” The response is understandable, as it’s not up to us to tell anyone how to act. There are times when a client may need to vent. As a customer service representative, your job is to listen and respond with sympathetic and empathetic wording.
Nancy Friedman is a former franchisor and a popular customer service speaker. She is founder and president of Telephone Doctor Customer Service Training in St. Louis, MO. Contact Nancy at nancy@telephonedoctor.com or visit www.nancyfriedman.com
FranchiseDictionaryMagazine.com
