Business Management

by Greg Nathan

last updated 30/03/2022

Greg Nathan is founder of the Franchise Relationships Institute, a speaker at franchise events world-wide and author of several books on franchising.

7 Habits of Top Franchisees

by Greg Nathan

last updated 30/03/2022

Greg Nathan is founder of the Franchise Relationships Institute, a speaker at franchise events world-wide and author of several books on franchising.

Greg Nathan reveals what makes the top performers stand out in any franchise

In the first issue of Franchise New Zealand for 2022 there’s lots of information about what makes particular franchise systems successful, as well as interviews with some of the country’s top franchisees. So what do they all have in common – and what can you take away that will increase your chances of success in your chosen franchise?

A few years ago, the Franchise Relationships Institute asked some senior franchisor executives what their highest performing franchisees do that enables them to achieve superior sales performance. Here’s what we discovered about the seven habits of top franchisee sales performers.

1. They actively engage with their local communities and collaborate with other local businesses.

Rather than passively donating money or products, top franchisees find a way to extract value from their relationship with community groups. They turn up to football matches to present prizes. They find ways to encourage kids and parents to use their business. They also network vigorously with other local business owners, particularly those that share a similar type of customer.

2. They coach staff on the specific behaviours that drive sales and customer satisfaction.

Top franchisees understand their customer journey intimately. They know the moments of truth that, if handled well, delight their customers and, if handled badly, alienate them. For instance, the warm welcome immediately as a customer enters their shop, as opposed to being ignored while staff are looking at their phone. Or the paraphrasing of what a customer needs, as opposed to assuming and getting it wrong. And they constantly reinforce these behaviours.

3. They set challenging goals, and seek feedback and ideas from their field manager and peers.

There is a thinking style called a Growth Mindset that enhances performance. Top franchisees have a Growth Mindset. They enjoy putting in the effort required to achieve success, and they enjoy setting goals that stretch them. They also adopt an attitude of genuine curiosity to learn from other franchisees who are achieving sales success, and they seek feedback from others on how they can improve.

4. They create a vibrant internal culture that inspires high levels of brand passion in their team.

Every business has a culture – an accepted way of doing things. This includes...

 

This article appears in full on page 66 of Franchise New Zealand magazine (Year 31 Issue 1). You can read it in the digital magazine here or request a free print copy here.

Greg Nathan is founder of the Franchise Relationships Institute, a speaker at franchise events world-wide and author of several books on franchising.

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