Good relations

Nigel Toplis on why one-to-one meetings with your franchisor are important

In all the presentations, books and articles I have given and written, the one constant thread is that good franchising is like a marriage.

Franchising is not about the franchisor ‘managing’ subordinates or acting as a supplier to his or her customers but rather about two entities bringing together different – and hopefully complementary – skills, adding these skills to desire, ambition and work ethic and applying this cement to a proven business system with the sole objective of creating a successful business for that franchise owner. That is franchising.

Franchising is not ‘third party’; it’s not distant and it’s not learned from a manual.

Franchising is personal; it’s innate and built on a strong relationship between the franchisor and franchisee and to this end the most personal of relationships are created, built and retained through face-to-face contact.

There are a number of instances where face-to-face meetings work best for the franchise owner and for the franchisee.

Initial interview

My view is that if you are serious about a particular franchise then you should a) meet at the franchisor’s premises and b) meet the franchisor. Yes, you are buying the business system but really you should think of it as buying the franchisor. When you meet the franchisor you get to understand the soul of the business and to check first-hand your innate impression of the person who provides the soul. Only by meeting them can you answer your own questions about trust, integrity, ethics and business nous.

Concluding negotiation

Franchisors should never negotiate on franchise agreements, but you will have had discussions on territory size, launch programme, support etc, and, as you sign the franchise agreement, you want to be able to look into the eyes of the franchisor and say to yourself – ‘yes I am happy to be signing’.

Business launch

When you launch your business you need to work with your franchisor, talk with them, meet regularly. In my experience, the franchise owners who do best are those who fully embrace the business system they have bought into and who work closely with the franchisor.

When you start your business you are working ‘20 to the dozen’ – there is so much going on; you are learning new techniques and and prioritise what really needs to be done.

Ongoing support

It really doesn’t matter whether you have been in business for 12 months or 12 years the franchisor is always available to provide business support – but it is up to the franchise owner to make use of that support.

Regular one-to-one business review meetings are an excellent way for a franchise owner to get expert advice on the efficiency of their business, on new business opportunities and on key areas of best practice. In this modern age we have access to a number of communication tools – email, social media, extranet, internet, etc.

All of these of course have their place in swapping information, sharing knowledge and providing expertise and best practice. In my opinion, however, these new tools simply heighten the importance of face-to-face meetings. Human beings are built to need personal contact and we thrive on interaction – be it with friends/family or on a customer to supplier basis.

Face-to-face meetings between franchisor and franchisee helps to set the tone of the relationship, builds confidence and respect for both parties and allows both the franchisor and the franchisee to work as a marriage to build the business.

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