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How Poor Customer Service Drastically Limits Franchise Growth

  • April 25, 2016

Any company’s success is just as contingent upon the happiness of its internal customers as it is its external customers. Unfortunately, many businesses learn the hard way that happiness has a trickle-down effect from corporate to consumer.

If your internal infrastructure is unhappy, devastating results can befall your bottom line. However, if you are aware of the importance of keeping your employees happy, franchise growth can absolutely be a part of your future.

As a leader, it’s important to recognize that poor customer service and poor management can impact your store’s revenue and overall brand growth.

If you are seeking franchise growth with your next investment, be sure to consider how your internal customers’ satisfaction weighs in on the overall averages.

customer service

Employee Retention for Franchise Growth

No business is immune to turnover, but it’s important to balance the bad turnover with the good. In any industry, turnover can be expensive, so it’s vital that you understand the major causes effecting change in your employee base so you can head off any unnecessary changes. Keeping great employees will boost your bottom line for a few reasons:

  1. Veteran employees already know the ropes so you don’t have to spend time and money training them.
  2. Long-term employees can show new hires the ropes, which affords you the ability to conduct the business side of your franchise without worrying about developing your staff.
  3. Interviewing, hiring and training costs less when you don’t have to do it as often.
  4. Customers love to come in and be greeted by name but their favorite employee!

HR Training

Hiring the right people in the first place will help you avoid many of the pitfalls that can ultimately result from toxic work environments. When you go it alone, despite your best intentions, you may end up hiring folks who simply don’t want to be there. The negative attitude these people exude in your place of business can ultimately affect your customer base and make your existing staff members want to seek out other opportunities.

Intrinsic Values

There’s a reason people love Marble Slab. Besides the great ice cream we offer each customer, we anticipate that everyone who walks through our door will leave with a smile. Although we all do our best to hire the right people who believe in customer service, we believe that the soul of our service comes from the top.

Disassociated managers and owners wreak havoc on the well-being of their establishments, but good managers become great leaders who show their employees how to take care of every customer they serve. This service mentality keeps customers coming back, and it keeps a staff of happy people ready to fill their orders.

Are you looking to join forces with a company that believes franchise growth comes from within? Marble Slab Creamery may be just what you are looking for!  Download our franchise report to learn more about our business today!


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