How Franchisers Can Win Best-in-Class Customer Care

Since the dawn of business Facebook pages, franchise restaurants have depended on the platform to interact with local consumers. Much as the platform has changed in that time, so too have the interactions-- today, an increasing number of those interactions are happening in the form of reviews. As a result, modern local social media managers are forced to double as national brand’s customer care representatives. Since national brands are increasingly depending on local social managers to essentially act as customer care reps, how can these large brands ensure continuity of customer care across thousands of franchise locations? It starts with understanding that negative reviews and comments happen, but proper training and support can reduce risk and transform an unhappy customer into a loyal advocate. 

Here are six best practices for franchisers to keep in mind when managing reviews and feedback at the local level.

1. Avoid Cookie-Cutter ResponsesA successful reputation management…