Most customers don’t realise that many businesses are franchised and not owned directly by the manufacturer or brand owner. Some examples of this are car dealers, who are typically owned by a dealer group and franchise the brands from each manufacturer, as well as some coffee chains and fast-food outlets such as Starbucks and McDonalds.

If a customer isn’t happy with the level of service or cleanliness of a location, this negative view can reflect on the manufacturer or brand owner, rather than the franchisee. Conducting regular onsite brand standards audits or brand compliance audits will ensure that each of your franchisees are adhering to your brands standards.