Leadership must recognize and understand that when a customer visits a business that is a franchise, they don’t associate poor service with the location necessarily, they will associate the poor service with the brand. An organization that is built on the franchise model might believe that there shouldn’t be much corporate oversight, but that couldn’t be further from the truth.

Customers will not automatically blame the owner of the franchise for any problems, but they will, without a doubt, think twice before visiting any other location. So, a problem in one location will cause lost revenue for another. Each location may be owned by a different person but the entire brand will pay the price.

If one location has the power to sink an entire brand, shouldn’t there be some corporate oversight? Or at least brand standards? And accountability to maintain those standards?

If a business name is written on the sign on the door, shouldn’t that name mean the same thing regardless of where it is?