Tag Archives: Blogging

Domino’s Pizza Hit – You Could Be Next

Over the last year, I have been screwed by multiple franchises. Their customer service has been so rancid I have been left never to return. For instance, a well known automobile tire brand (Name withheld. I have bashed the situation plenty.) that guarantees they check your brakes upon every oil change, failed to check mine, and my car narrowly escaped a major accident. Their response: Not our problem. And outside of franchising, a cable provider missed two installation appointments. Their response: Not our problem, in addition to a hang up.

While businesses may have been able to get away with treating their customers and, in some situations, employees – their brand ambassadors – like crap in the past, no longer is that an option. The disgruntled used to rely on sending letters to the editor; or begging the consumer TV reporter to expose the situation. Now, the public can do it themselves. And when the employee bashes the public and the management – WATCH OUT.

As a communications guru, it is my job to gently push these stories upon my clients. You don’t !@#$ with the consumer. With blog sites; Social Media; Social Networking; etc.; etc. driving our world – make the mistake of pissing off the wrong person, and suddenly their exposure mission can turn to reality very quickly.

And news travels.

A site like “About My Job “ can trash their franchisee or manager in the click of a button. Editing not necessary. Censorship not allowed. Freedom of Speech in full effect. And you, as the franchisor can do little about it (I say little because you can optimize and hide, but, the consumer can create a grassroots campaign themselves.). Times are changing, which means brands must pay closer attention to the consumer and employees. Franchisees hold greater power, as well, as they can treat their staff however they desire. What this means for zors: It’s up to you to pick the right zee.

For Dominos Pizza, one employee wrote this:

“THE MANAGER–by far the worst position in the place…terrible..and here’s why..upper management is (BLEEP)..im convinced that they are just (BLEEP) (BLEEP)…there is only 2 smart upper managers that I know and unfortunately there intelligent opinions are washed out by all the other ones banter. AND THE FUNNIEST THING ABOUT UPPER MANAGEMENT…they take themselves so seriously…its just plain obnoxious really…”

Sure, you can make sure you treat your staff and customers like gold. This stuff will still post, though. It’s something to be aware of – and shows why testimonials are so much more powerful, as is the power of public relations (in the media and behind the counter). Just as a blog can help you, as a zor, establish brand content, the consumer can do the same. If the consumer enjoys your brand, look for increased sales. If they don’t, find a way to fix it.


Communications is taking a giant turn.

Franchisor Understands Importance of Virtual Future

It amazes me how fast the media world is moving. Before the blink of an eye, we have seen traditional media transform into progressive, interactive communications. Just 10 years ago, there was no FaceBook, MySpace, Blogging, YouTube, etc. Media has added the word “social” and has extended itself into the future. Newspapers are no longer the be-all-end-all of media technology, neither is TV or radio. Our world is changing and those who adapt will be the ones who survive.

The same can be said for the franchise industry. Every franchisor and sales team was pumped at the development of the franchise portals – like Gator or Bison. They jumped at the opportunity to pour thousands of dollars into these sites that would ultimately revolutionize the sales process (that quickly faded). Now, franchisors are learning about social media and the importance of SEO. The franchisors that get it will be the franchisors who survive the advancement in technology.

While I am sure there are many franchisors who get it, there is one I would like to introduce to you, today. For those of you embedded in the franchise industry, his name will ring a bell, and I would venture to bet you have even enjoyed a cocktail with him. He is a 20-plus-year franchise industry veteran who does and will continue to do anything to better himself, educate himself, and advance the industry he loves. He has captured a grip on progressive communications and has proven “you can teach an old dog new tricks.”

Stan Friedman has gone virtual. In fact, he is leading a charge in progressive media by launching a blog site (RetroFacts). His blog is designed to educate fellow franchisors and franchisees of happenings in the industry, as well as educate the industry about the launch of his new franchise brand – RetroTax.

Stan has been the man behind the franchise for 20-plus-years, and now has launched himself as an entrepreneur. As an entrepreneur, there is nothing Stan won’t try – including blogging. It’s the perfect tool to keep his colleagues and future partners up-to-speed, he says.

The reason I want to direct you to his site, is simply because he should be seen as a leader in this up-and-coming trend. More and more franchisors will launch into the virtual world in an effort to keep with trends. Don’t fall behind the curve – figure out ways to make your brand virtual, as it provides an excellent way to drive controlled content for your brand. Use RetroFacts as an example.