Elements and Performance Criteria
- Establish relationship with franchisees
- Establish franchisee advisory council and other communication channels to link franchisee and franchisor to inform best practice and support franchisees and franchise operations
- Determine and implement own role on franchisee advisory council
- Determine and clarify role and responsibilities as franchisor's representative
- Establish schedule of contact with franchisees
- Hold initial meetings with franchisees to initiate ongoing relationships
- Discuss and clarify roles and responsibilities of franchisor and franchisee with franchisees at initial meetings
- Facilitate customer service provision to franchisees
- Schedule and facilitate services to be provided to franchisees as per agreement
- Negotiate and facilitate needs for additional services
- Manage marketing or other cooperative funds according to documented agreements with franchisees
- Resolve problems arising in service provision with franchisees in line with documented complaint handling procedures as specified in the Franchising Code of Conduct
- Maintain currency of information relating to services provided through franchisor
- Provide advice to franchisees
- Monitor business activity of franchisees
- Provide specific advice to franchisees through required training
- Clarify requests for advice from franchisees and provide appropriate responses
- Undertake research to inform advice to be provided
- Provide timely, accurate advice in a manner that promotes acceptance of that advice
- Ensure follow up with franchisee to ensure advice is understood and appropriate responses are made by franchisee
- Review management of relationship with franchisees