Franchise Businesses Encounter Unique Reputation Management Challenges
Franchise businesses encounter unique challenges in managing their online reputation due to their multi-location structure. Maintaining a consistent brand image and ensuring customer satisfaction across numerous, often independently owned outlets requires a standardized and centralized approach to online reputation management ensuring that every location is representative of the corporate brand.”
Reputation Management Challenges for Franchise Owners
Franchisors need to establish clear guidelines for franchisees regarding online communication, particularly in responding to customer reviews. Inconsistencies in tone, timeliness, or the information provided in these responses can confuse customers and negatively impact the overall brand perception.
Individual franchise owners may lack the dedicated resources or expertise to effectively monitor and manage their local online presence.
Negative feedback at one franchise location can quickly spread online and tarnish the reputation of the entire franchise system.
A robust online reputation management strategy for franchises must balance the need for brand uniformity with the ability to address localized issues promptly and effectively. This often involves implementing monitoring tools that track online mentions across all locations, providing standardized response templates and protocols, and potentially offering centralized support for managing online reviews and social media engagement.
Reputation Management Challenges for Franchisee’s
What if your Franchise Company doesn’t have a Reputation Management Program?
For franchisees operating without a formal reputation management program, establishing a robust online presence and securing positive Google Reviews can still be done. First, take control of your Google Business Profile. This includes ensuring the accuracy and currency your business address, contact number, operational hours, and website URL. Adding some high-resolution images that accurately depict the location and offerings is crucial, as this profile serves as the cornerstone of online visibility and where reviews are completed.
Reputation Management done the old way
To get Google Reviews without a an automated system, prioritize staff training in the courteous solicitation of customer feedback. A simple, direct verbal request, such as, “We would greatly appreciate a Google Review regarding your experience,”. (Not effective, as staff may ask inconsistently, they might not be comfortable asking for a review, or the may say “The boss says I need to ask for a review…”)
Complementary physical prompts, including table tent cards or signage with embedded QR codes or direct review links, can be deployed. Integrate review links within email signatures and website contact or thank-you pages. Post-interaction follow-up communications, such as thank-you emails or text messages containing review links, further facilitate this process. (Not effective, as these are passive and don’t ask directly)
The Review Acquisition System that works
Using a reputation management solution like Nice Job will provide a steady stream of 5 star reviews to your Google My Business Listing with almost no effort on your part. It is easy to use, and can reach out to your curated list of past contacts, and your current clients one by one. Rather than bother your staff, or try to do it yourself, ask every customer via automation.
We connect Nice Job to QuickBooks, or Jobber (and almost every other company management system) so that every time you close a job, a request for a review goes out to the customer. They are asked 3 times for a review via email. Note: Customers are used to this so we don’t get complaints about the email requests.
We get a 5 star hit rate of 40-50% so the time, so your number of genuine reviews continues to grow with every customer that you work with.
Following up is key
However you get your reviews, maintain consistent engagement by promptly and professionally responding to all reviews, irrespective of sentiment.
Acknowledge positive feedback and address negative reviews with empathy and a commitment to resolution. This demonstrates a dedication to customer satisfaction and service excellence. (Don’t know how to respond to a negative review? Call me and I can help!!)
Through active customer engagement and the encouragement of shared experiences, a positive online reputation can be cultivated, fostering business growth, even in the absence of a franchisor-provided reputation management framework.
Let’s get started!
Contact Unrivald Digital to get started, and see how easy and inexpensive and easy this can be. If you are a Franchise Owner, we can manage every one of your locations. If you run a Franchise operation on your own, we can set your up so you are on brand, and your profile is optimized for consumer interactions. Click here, and let me buy you a coffee and we’ll see if this works for you, like it has for many of our customers.
Contact the Author,
Blair Shunk: info@unrivald.digital
Unrivald Digital
2500, 500 4th Ave SW,
Calgary AB T2P 2V6
