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Getting customer feedback
Apr 14, 2012
Q: When I go out to eat at a certainly well-known fast food outlet near my office, I always wonder whether that branch is company owned or franchised. Is there any way of knowing if an outlet is being operated by a franchisee or the franchisor? And if I find out that the store is being operated by a franchisee and I can see that they are not meeting the standards set by the franchisor, should I report it to the mother company or just let things be?
A: One good sign of a franchise system is for it to have a seamless identity. This means that the customers will not see or notice if such a branch is owned and operated by either the company or a franchisee. In franchising, it is vital to make every store function like the rest of the other branches.
As a customer, you have all the right to report "inconsistencies" and not just let things be so you can get your hard-earned money's worth. In earnest, franchisors do appreciate receiving feedback from their customers to further improve their product/s or service/s. They need your comments and criticisms in order to stay competitive.
Armando "Butz" O. Bartolome is currently President of GMB Franchise Developers, the pioneer franchise development company in the country and is behind the growth and expansion of over 200 local companies. You may reach him at firstname.lastname@example.org.
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