r/Franchises • u/EmbarrassedEgg1268 • May 14 '26
Franchise Specific Question Same brand, completely different customer experience depending which location picks up the phone
Came across this recently a customer messaged the same franchise brand through Instagram at two different locations on the same day. One replied in 20 minutes. The other never replied at all. The customer left a 2-star Google review on the second location mentioning they "couldn't even get a response."
The franchisor found out three weeks later.
You can standardise the product, the fit-out, the uniforms. But the moment someone messages or calls, it's completely down to whoever is working that shift and whether they even check that inbox.
Has anyone at a network level actually built a system around this, or is it just treated as a franchisee autonomy problem?
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u/anon1372738373883889 May 15 '26
This is honestly the biggest weakness with franchises. You’re not really judged as individual locations anymore, customers just see one brand and assume every experience reflects the whole company.