The more a service model reflects the needs of the people it serves, the better it will be for everyone.

Our two-page PoV on franchisee support addresses four key points:

• Understand the customer – in this case, the franchisee. What is the service contract like, and what are franchisees likely to expect?
• Help the point-of-contact service deliverers to understand and meet these expectations.
• The service model should reflect the franchise business model. Is it a hands-off, IT-service-based approach, or does it treat franchisees more as customers?
• Get the payment model right – how to ensure franchisees get the service levels they need at costs that are fair for everyone.

Find out how to treat franchisees like customers – and win on service.