Have the right attitude to become a successful franchise business

The starting point in becoming a successful and outstanding business is to either change or adapt to the mindset of the customer. Most businesses are already accustomed to the idea of “good enough” when it comes to customer service, resulting in doing the most basic level of work required, instead of aiming to make full use of the customer experience as a tool for differentiating themselves, and creating a memorable experience for their customers.

The generally accepted narrative for most businesses is that as long as they just make sales, as long as they get customers through the use of traditional ways of marketing, such as by standing at the traffic lights and handing out marketing pamphlets, they should do just fine. In most cases this might prove true, but it is very short-sighted, and any change in a small variable in the business environment is enough to upset a business fixed on this path. Expecting consistent, astonishing results from this traditional path is even more unreasonable, and this is the expectation that we have to change. The businesses following this traditional narrative are not moved nor challenged to do things differently and do not adapt to change easily, but remain steady and aligned to the status quo.

Businesses tend to lose customers the moment they stop studying their transforming needs of those customers. We propose that customers should be considered the most valuable asset any business can have and must remain at the centre of all decisions. This should be a guarantee offered to customers and adhered to by every business.

The customer relationship can be compared to a car engine. With a car’s engine it is important to ensure that it’s serviced regularly, the correct oil is filled, the correct type of fuel is used, and that automotive parts are replaced when necessary.

With the business to customer relationship, a sound customer knowledge and understanding is necessary in such a way that the business will know what makes the customer happy, what they don’t like, what customer loyalty programme to implement, what to communicate when, where and how with the customer, what products and services to offer as well as a clear understanding of the transforming behavioral patterns of the customer. Much like the car engine, you need to have a good understanding of how it works, what inputs are important, what are the reasons it might break down, and what are the things you can do to prevent this from happening, as well as what you need to do to get the absolute best results out of it. With both of our examples, If these details are not something that you are currently very sure about, and regularly checking the status of, you are going to run into unexpected problems at some point in the future.

To begin your journey of a new franchise opportunity with ACDC Express contact our franchise developers at 087 551 0509 or email us sales@infinitybrands.co.za or visit our website www.infinitybrands.co.za