Feedback Support Essential To Franchise Business

Manila Standard:

Effective communication has always been one of the pillars of success in any business. This precept is doubly true when it comes to the franchise business, where the parent company is separate from its satellite branches and necessitates a degree of organization and coordination that only good communication tools can provide.

At Philippine Seven Corp., the licensor of the world-renowned convenience store chain 7-Eleven, strong communication forms the backbone of its daily operations, linking its 169 company-owned and 112 franchise stores nationwide to its head office in Ortigas Avenue, Mandaluyong City. The result is a constant support and feedback system that has helped the company grow its business steadily over the years.

“We have always considered solid communication tools as one of our keys to success, especially when it comes to our franchise stores,� stated Teresa Jimenez, franchise planning and support manager of Philippine Seven Corp. “By communicating constantly with our franchisees, we are able to establish early on the level of partnership and support that our company extends to those who wish to invest in 7-Eleven,� Jimenez added.

She revealed that as early as the qualification process, franchise applicants get to experience immediately the 7-Eleven communication process through the franchise specialist, who guides the new investor through the steps required to qualify for the franchise.

Once the franchise is awarded, the franchisee is assigned to an Operations Field Consultant, who basically conducts initial hands-on supervision and training in the operation of the new store and later becomes the primary communications conduit between Philippine Seven Corp. and its new franchise store owner. Through the OFC, the franchisee receives regular updates and reminders on the standards set by 7-Eleven, while also serving as the feedback medium for issues, concerns and suggestions that may arise from the franchisee.