Hosts: Natalia Shvarts, Tim Morris, Kevin Aires
Welcome back to The Franchat Podcast! In this milestone 10th episode, Natalia, Tim, and Kevin dive into the nuances of franchisee success with a focus on the critical role of customer care.
Episode Highlights:

Natalia's Chester Adventures:

Natalia broadcasts from the historic town of Chester, sharing her love for the city and its community spirit.


Customer Care vs. Customer Service:

Tim sparks a thought-provoking discussion on the difference between customer care and customer service. He argues that while customer service is the basic fulfillment of expectations, customer care goes beyond to create a personalized and lasting relationship with clients.


Overcoming the Selling Barrier:

Natalia addresses the challenge many franchisees face with selling, especially those new to franchising from different careers. She highlights the importance of franchise training programs that equip owners with the necessary sales skills.


Cultural Differences in Customer Care:

The hosts compare customer service cultures across different countries, noting the exceptional service in places like the US and the potential for UK franchises to excel by adopting similar practices.


Systematizing Customer Care:

Kevin shares an insightful example from a US restaurant chain that uses different colored napkins to identify and reward repeat customers, demonstrating how systematizing customer care can enhance customer loyalty.


Franchisees as Community Hubs:

Natalia emphasizes the unique position of franchisees to become central figures in their communities, fostering deep connections and loyalty among local customers.


The Power of AI in Enhancing Customer Experience:

Kevin suggests leveraging AI to create new customer experiences and add value, which can help franchisees focus more on human elements of customer care.


Transforming Complaints into Opportunities:

The hosts discuss how addressing customer complaints effectively can turn a negative experience into a loyalty-building opportunity.


Innovative Customer Service Exercises:

Kevin introduces Airbnb’s imaginative exercise of envisioning extraordinary customer service scenarios, encouraging franchises to think beyond the norm to elevate customer care.


Creating a Culture of Appreciation:

Tim shares his past experiences of sending personalized thank-you cards and hosting customer appreciation events, underlining the importance of making customers feel valued to foster loyalty.



Key Takeaway: The episode underscores the importance of customer care in franchising, illustrating how going the extra mile can significantly boost customer loyalty, reduce marketing costs, and ultimately drive franchise success.
Join Natalia, Tim, and Kevin as they share stories, insights, and practical tips to help franchisees enhance their customer care strategies and build thriving businesses.
Tune in to catch all the details and more on The Franchat Podcast!

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