3 Reasons Why a Franchise Model Helps Deliver Consistent Customer Service.
Recently one of our home care franchise partners brought to our attention a competitor that was defaming our brand online and questioning whether our franchise model really helps deliver consistent customer service. Here is the link: http://www.eldercarehomehealth.com/Choosing_an_elder_care_provider.html.
Scroll half way down the page to see how they’ve actually posted a photo of one of our branded cars and questioned the qualifications of some of our franchise partners (interestingly enough they are referencing some of our most successful and caring partners). When we realized how serious the implications were (this competitor actually questioned our trust!) we were definitely taken aback. But it got me thinking about why we decided to franchise our concept in the first place – something we thought about for 5 years before doing it. Instead of asking our competitor to take down the post (our lawyers were confident this was defamation) we decided to bring attention to it so we can get a conversation going.
Here are the top 3 reasons why we decided to franchise Nurse Next Door from a service perspective. We’d love to hear your thoughts on this one!
1. Consistent customer service: our home care franchise system allows us to systematically train and monitor our customer service across Canada. We can standardize all of our touch points and hold our franchise partners accountable to their customer service scores. We call a sample of our clients from across the country each month to gauge customer experience and can quickly see if any one area is underperforming. We use the same customer service monitoring system as Enterprise Rent-A-Car, Southwest Airlines and many other world-class companies.
2. Centralized 24/7 call centre: One thing our franchise model allows us to do is centralize our call centre (unique within our industry) so our clients across the country have reliable 24/7 access to the help they need. This is probably the toughest part of the business but having this centralized has allowed us to deliver fanatical customer service. With us, when mom has an emergency at 2am, you know you’ll be able to reach a live person with us, not just an answering service.
3. Truly national brand: One thing a lot of families can attest to is the difficulty of caring for family members from afar. One clear advantage our franchise system has brought is that a caregiving daughter in Toronto can easily arrange for care for their aging mother in Victoria. With a national brand, no matter which location you call up, you know what to expect. At the end of the day, competitors will always try to hurt our brand. All we can do is stand by our systems and service and let our customers speak for themselves. We want to hear from you!!