COMMUNICATION AND PUBLICITY AS TOOLS IN THE COMPLIANCE BATTLE
Nothing irks franchisees
more than losing points in a quality assurance inspection for violating
a rule they did not know about. Nothing works better in achieving full
compliance within your franchise system than constant communication
about fellow franchisees’ successes and failures.
Want to Comply. Keep Communications Clear.
If non-compliance in your system is focused on a handful of typical
violations or deficiencies, a regular program of communication about
those issues is in order. Franchisees, by and large, want to comply
with their obligations. If you want to change their behavior in certain
areas, you have to tell them what they should be doing. A regular “best
practices” newsletter article is one way to approach this problem.
Another is a contest or raffle to incentivize compliance with a particular
standard. No matter what tool you choose, you must keep up a steady
program of clear communication about the issues that need to be focused
on by your dealers.
Good News Out
Publicity about a dealer’s violations is impolitic, so you need
to publicize franchisees’ successes rather than their failures.
Communicating about deficiencies and violations that exist in your system
is necessary, but you cannot expect morale to prosper if you hold up
a violator as an example. Instead, you need to hold up the successful
franchisee as an example. District and regional managers who regularly
congratulate their charges for perfect quality assurance scores, sales
increases and other positive events do two great things. First, they
hold up an example to weaker franchisees. Second, they boost morale
by offering congratulations where it is due.
and discipline (where necessary) can solve some of your compliance problems.
Regular communication about system requirements and kudos to franchisees
who regularly score high or who correct a deficiency are essential tools
in the compliance battle.
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