How to Successfully Manage a Franchise Business Remotely

The 2020 COVID-19 pandemic spurred a shift away from traditional business models, leading to the rise of remote (virtual) franchise management with geographically dispersed teams, particularly for multi-unit franchisees.

While remote team management is increasingly common, it remains relatively new. If considering remote franchise management, carefully plan how to manage your distributed team and clients.

Setting Expectations

Before embarking on a franchise allowing virtual team management, clarify expectations:

• What is the rationale for a remote versus an in-person team?
• Will you adopt a hybrid approach?
• What are your primary team goals?
• How will progress and results be tracked and measured?

Clear expectations lead to smoother onboarding and recruitment. Remove assumptions; instead of “regular” communication, specify frequency to avoid misunderstandings.

Preparing for Success

Numerous platforms assist franchisees in managing virtual teams. Before managing a virtual franchise, identify available platforms and plan how to use each for document sharing, progress tracking, brand consistency maintenance, and customer interaction management.

As a franchisee, you must consider the platforms’ data governance levels, allowing the franchisor oversight of internally collected customer information, brand communications, and more. Understand how to protect and appropriately utilize this information for success. Discuss expectations with the franchisor beforehand to better understand their requirements while developing your team’s expectations.

Creating a Communication Plan

Managing a geographically dispersed team requires a detailed communication plan. This extends beyond contact frequency; build trust and ensure team adherence to expectations. Develop a communication plan outlining meeting protocols:

• How often will you have video meetings?
• How will you communicate between video calls?
• What framework will you use at the start of meetings?

The last point is important; it sets the tone and shows your team your investment in building your brand.

Cultivating a Virtual Team Atmosphere

To foster a positive virtual work environment:

• Encourage sharing of personal details.
• Highlight accomplishments.
• Show team member appreciation.
• Offer constructive feedback instead of criticism.
• Show empathy when things don’t go as planned.
• Use humor, emojis, and GIFs to encourage emotional expression and more personal connection when easy conversation is limited.

Ultimately, a virtual team allows you to leverage the best talent. However, without understanding how to manage this team before starting, success will be challenging. Ask your franchisor about their expectations, preferred platforms, and brand communication guidelines to understand how to effectively manage a remote team.