Faire face à un franchisé provocateur qui résiste aux nouvelles politiques. Comment pouvez-vous les faire participer ?

It's been my experience that you have to lead by example. A defiant franchisee that is resistant to systems and has their own way of doing things may be a threat to new process and implementations. By showing them the track record, results and ROI to process we can remove the emotion of the conversation and focus on the northern star of franchisee profitability. I find it's hard to argue with math and results are ultimately what matter. If the franchisee is resistant because they aren't willing to put in the work even after being explained the benefits and seeing the validity of the system then you have a bigger issue. They may just not be a fit. It's never too early to recognize a bad fit and discuss exit strategies.

When a franchisee resists new policies, I focus on building a collaborative relationship. Instead of imposing changes, I involve them in the process, seeking their input and addressing concerns early on. This creates a sense of ownership and makes the policy feel like a shared decision. Offering tailored support and recognizing their efforts goes a long way in fostering compliance. Ultimately, it’s about turning resistance into partnership by aligning the franchisee’s goals with the broader vision. This approach not only smooths transitions but strengthens the overall network.

Firstly when we have defiant franchisees we have to be firm yet polite and look at them as business partners and not as employees Treat them with respect but convey what is their wrong doing in no uncertain terms When a franchisee is defiant don't try to appease him or her but deal it fairly and squarely without rancour or ill will Maintain a professional approach and tell the franchisee that if the course correction does not happen it will lead to exemplary action for sure It's important to communicate that the brand is to be protected and as a franchiser one is the brand custodian Hence a firm and fair approach is the way forward to handle a defiant franchisee

It's all about the bottom line! Franchisors often push policies that either don't help the franchisee's bottom line or hurt it. Economically, equitable relationships are critical to any franchise's success. Policies and agendas can't be counseled, discussed, or pushed if they cost the franchisee, even if it's for a short term. Franchisors tend to look at the broad scope of the operational manual and use it to push change, completely disregarding the fact that some policies cause a material change in the franchise agreement. Incentivize for a change if the brand believes in it.

When there are objections to new directions and policies, it's best to start by asking the franchisee for help solving a problem. Be upfront that their resistance to change can damage the brand and alienate employees; therefore, recruiting can become more challenging. Other franchisees who are aligned with the changes could find this franchisee a risk to their business and want the franchisor to act. At the end of the day, when there is resistance, it usually means the franchisor could have done a better job communicating, but it didn't happen. A franchisor is only as credible as the people who represent their brand.