Advice
“The most successful franchise brands have built a brand that is centred on exceptional and consistent customer care”
Deliver outstanding service
The quality of service a business provides directly affects the customer experience as well as the overall image and reputation of your brand. It’s certainly what a client will remember and a key reason for valuable referral. However, the unfortunate reality is that many franchises can attribute their downfall to poor customer service. To avoid this, it’s smart to look at ways to improve customer contact and measure the efficacy of your customer service methodology to ensure your brand is associated with the highest standards of customer care – no matter which franchise a customer is dealing with. The most successful
franchise brands have addressed these points and built a brand that is centred on exceptional and consistent customer care. Delivering excellent customer service time and time again depends on implementing a system that makes the customer feel valued right from the word ‘go’. Call-handling solutions allow franchisees to offer a consistent and personalised service to all clients – new and existing – while technology such as live chat ensures that customers know their enquiries are important and being handled quickly whenever they get in touch. Even just a simple message to thank a customer for making contact will reassure and create trust.
Author
Louise Wilson is business manager at Moneypenny, a leading outsourced communications provider
moneypenny.co.uk
How Moneypenny supports Jackson Fire & Security
One franchise business that already knows how technology can support customer service is Jackson Fire & Security. The company is often out visiting clients so it wasn’t always possible to answer the telephone. As a result, the growing franchise was missing valuable business opportunities and falling short of the customer service it wanted to provide. Realising something needed to change, Jackson Fire & Security turned to Moneypenny to support its franchises with telephone answering, minus the associated HR overheads. Rachel Evans, marketing manager
at Jackson Fire & Security, explains: “We are committed to offering our franchisees a complete package and turned to Moneypenny to support them with telephone answering. We were instantly blown away by Moneypenny’s reputation and our franchisees are now assured that they are capturing every lead and delivering a fantastic first impression. “We had really high expectations of the service and the Moneypenny team has certainly delivered what they promised. Moneypenny offers a completely bespoke service and we couldn’t be happier.”
■ The Franchisor | 15
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