• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
Menu
  • Home
  • About
    • About Franchise Chatter
    • Contact
    • Privacy Policy
    • Terms of Service
    • Affiliate Disclosures
  • Subscribers Only
    • Login
    • New to Franchise Chatter? Start Here
    • America’s Most Lucrative Franchises
    • Franchises Ranked by Average Revenues
    • Franchises Ranked by Average Profits
    • Franchise Winners, Survivors and Losers Last Year
    • FDD Talk
    • Search by Name
  • Top Franchises
  • Franchise Earnings
  • Costs
  • Fees
  • Quiz
  • Search

Franchise Tip #13: Excellent Customer Service is Key to Your Success

Last updated on November 25, 2013 by Brian Bixler Leave a Comment
in Franchise Tips

Franchise Tip #13:  It’s true in any business but we’re going to say it anyhow: excellent customer service is key to your success.

Though it may seem at times that good customer service is becoming a thing of the past, it tends to be the one thing that both franchisors and franchisees seem to zero in on when asked how to make a franchise unit successful.

Common sense gestures such as greeting customers, making their time spent at your business an “experience” that they would return to, and guaranteeing that they are satisfied with the product are basic tenets to follow.

America's Most Lucrative Franchises of the Year

However, going above and beyond what might be expected can even more firmly cement the relationship between your brand and the customer. It’s also a great marketing opportunity.

Burger 21 Franchisee Dennis Saller and family at ribbon cutting


Learn Which Franchises Can Make You Rich
Burger 21 Franchisee Dennis Saller and family at ribbon cutting

Dennis Saller set out to create “raving fans” of his Burger 21 franchise in Orlando from the time he first opened in November 2012. His was the first franchise outside the corporate stores headquartered in Tampa.

He sees it as part of his job to make the guests feel welcome. He stands at the entrance to the restaurant and greets his customers personally and engages them before they take a seat.

“If you’re going to be successful in any franchise, you’ve got to be a hands-on operator,” Saller said. “You need to have a presence with the customers, especially when starting out. I’m at the front door greeting people. They know me now. I’m talking to them. When they start seeing that the owner is there, that he has a presence, they feel a lot more comfortable.”

Once he has them in, Saller encourages them to sign up for the B21 Club for specials, promotions, and information about events. He also does his best to not only keep them coming back, but to help spread the word about the restaurant as “ambassadors”. Word of mouth is the best form of marketing, he said.


💰How Much Franchise Can You Afford? Use Our Free Financial Calculator



🎯Find GOOD Franchises in Your Target Industries That Are STILL Available in Your Area (Free Tool)


Andy Kmiec, associate vice president of real estate for Auntie Anne’s pretzels, says customer service might take the form of sampling, which works well for the company’s units usually located in a mall. A complimentary taste engages customers, and creates an opportunity to build brand recognition and talk about the product. This is also a good time to hand out a promotional item or coupon.

“Sampling is something that’s going to be really crucial to the store’s success. It was something that Auntie Anne herself would pound into us,” Kmiec said.

Customer service should even factor into staffing decisions, he said, like making sure the person behind the register, the front-line contact with customers, is the best person on staff. “The person behind the register is going to be the most important person in the store.”

And sometimes going above and beyond just means making sure people are happy.

Jack Page opened his first Menchie’s frozen yogurt store in May 2013. He says he wants his employees to think of it as a full-service restaurant in the way they greet and serve guests, stop at tables to remove cups when customers are finished, and check to see if the guests would like anything else.

Franchises Ranked by Average Revenues and Profits

He says it’s part of building customer loyalty. His store attracts large numbers of children. So, if accidents happen—and they do—he allows kids who might spill or drop their yogurt on the floor to return to the yogurt dispensers for a free refill. Adults receive the same treatment.

Owners should also be willing to remain open past their posted hours if customers come in at the last minute, he said.

“We never really want to turn anyone away at any given time. It’s an opportunity for that guest to fall in love with Menchie’s,” he said.

And it’s a good way for a business to be remembered for its excellent customer service.


💰How Much Franchise Can You Afford? Use Our Free Financial Calculator



🎯Find GOOD Franchises in Your Target Industries That Are STILL Available in Your Area (Free Tool)





Franchise Winners and Losers Last Year

Tagged as: Auntie Anne's, Burger 21, Menchie's

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Previous post: FDD Talk 2013: Average Gross Sales of The Learning Experience Centers (2013 FDD)

Next post: Brightway Insurance Q&A: Talman Howard, President, Talks About the Company's Franchise Incentives for Military Veterans

Primary Sidebar

💰How Much Franchise Can You Afford? Use Our Free Financial Calculator

🎯Find GOOD Franchises in Your Target Industries That Are STILL Available in Your Area (Free Tool)

As seen in:  New York Times, Bloomberg Businessweek, and CNBC

Login

Remember Me
Register | Lost your Password?
Reminder: Your username and password are case-sensitive.

Need help? Email franchisechatterblog@gmail.com

🚀 Daily FDD Talk Posts

Garage Force Franchise

Pet Butler Franchise

Kilwins Chocolates Franchise

Matco Tools Franchise

Firehouse Subs Franchise

Mr. Handyman Franchise

GarageExperts Franchise

Tropical Smoothie Cafe Franchise

Moe’s Southwest Grill Franchise

Tim Hortons Franchise

Toppers Pizza Franchise

Sonic Drive-In Franchise

Elements Massage Franchise

Wild Birds Unlimited Franchise

Qdoba Mexican Eats Franchise

Great Harvest Franchise

Snap-On Franchise

Mathnasium Franchise

Beef Jerky Experience Franchise

Ellie Mental Health Franchise

Miracle Method Franchise

LearningRx Franchise

Ellianos Coffee Franchise

The Patch Boys Franchise

Grasons Estate Sales Franchise

Style Encore Franchise

Music Go Round Franchise

Play It Again Sports Franchise

Plato’s Closet Franchise

Once Upon A Child Franchise

Jeremiah’s Italian Ice Franchise

The Maids Franchise

The Honey Baked Ham Company Franchise

Wings Over Franchise

🏆 Best Franchises by Industry

Best Franchises by Industry (All Lists)

Best Laundromat Franchises

Best Storage Unit Franchises

Best Car Wash Service Franchises

Best Gym and Fitness Franchises

Best Pizza Franchises

Best Sandwich Franchises

Best Childcare Franchises

Best Ice Cream Franchises

Best Coffee Franchises

Best Hamburger Franchises

Best Salon and Beauty Franchises

Best Chicken Franchises

Best Smoothie and Juice Franchises

Best Maid Service Franchises

Best Mexican Restaurant Franchises

Best Massage Service Franchises

Best Tutoring Franchises

Best Auto Repair Franchises

Best Auto Oil Change Franchises

Best Asian Restaurant Franchises

Best Pet Franchises

Best Commercial Cleaning Franchises

Best Sports Bar Franchises

Best Baked Goods Franchises

Best Moving/Junk Removal Franchises

Best Mailbox Franchises

Best Apparel Retail Franchises

Best Senior Care Franchises

Best Restoration Franchises

Best Tech Franchises

Best Travel Agency Franchises

Best Trampoline Park Franchises

Best Tools Distribution Franchises

Best Salon Suites Franchises

Best Property Management Franchises

Best Laboratory Services Franchises

Best Staffing/Recruiting Franchises

Best Real Estate Franchises

Most Profitable Franchises

Top Low Cost Franchises

Franchise Chatter uses affiliate links for Franchise Help and Franchise Brokers Association.

Franchise Chatter © 2022