Here's how you can excel at customer service in a franchise business.

Top tip in any business...answer the phone, respond to messages and be helpful. You can employ as much AI as you want but people want and need human connection.

Training is a lifelong commitment that the franchisee and franchisor must maintain. Each franchisee usually has 3 development periods in their business life cycle -start up phase can be 1-3 years. -growth phase can be where many franchises stay for many years. -expansion phase is where they have fully matured and see themselves growing out their own team. At each phase there needs to be specific training for the franchise so they see a roadmap of value from the franchisor.

This is a basic, but if you do not get it right, there will be no sturdy foundation for your teams to build on. Taking time to understand in groups and one to one any particular obstacles, challenges, patterns or areas that can be explored further. It is also very important that teams understand the reasons for providing great service and what the basic expectations and values are of your business. Building on this, as noted in a later point, training correctly also involves empowering your team to be able to also take the initiative in a customer facing environment too within the guidance of the brand and business values.

One thing I've found helpful is to keep the individual customer in mind. Every situation is different. Also ask relevant questions.

My input would be know your product inside and out but not only understand your product but know the problem your product is solving better than the customer who has said problem.

One things that I have found helpful in this area is while you are listening to your team, guests, etc- you should make mental notes and mention at least one thing being discussed and be prepared to ask or follow up with that information. While this might sound crazy or common sense- For me this does a couple things. One- shows that’s I am listening actively Two- solidifies that I am invested Three- helps retain information for me Four- stimulates moving toward being on the same page.

Employee empowerment is one of the most vital elements when it comes to managing. I choose to empower my team in several main ways. First- I take a moment to ask how they are doing. When working with them I attempt to find one piece of information- be it family life, a hobby, etc that I can use to ask/ stimulate a connection. Secondly- as a manager I make it known that I am not above doing any task myself, and will often jump in as able to solidify that I am with you. Thirdly- having conversations and check ins regarding performance, good or bad. We all grow every day. These are helpful in facilitating that.