Successful restaurateurs and entrepreneurs make taking care of customers their number one priority. Happy customers become regular customers and they tell others about their positive experience. Unhappy customers don’t come back and spread the word far and wide with their negative reviews.
In a franchised brand, the franchisee occupies a layer between the franchisor/brand owner and the customer. It’s the franchisee that interacts directly with the customer.
So the franchisor wonders: how do we force franchisees to take care of customers?