I’m not surprised…but at the same time, I am…that in the Internet age so many franchisees, agents, and salespeople are unable to easily communicate with their headquarters or with their peers. (You’ve heard of email and print newsletters, online forums, etc., etc…)
As networkers learn about ChapterTracker.com, they want to pass word along to others in their business who are in the same line of work. But no mechanism exists for them to get this marketing information out of their immediate geographical area or to the right executive…or for word to get out to the ranks. How sad, for a couple of reasons.
First, a company’s headquarters should be totally committed to franchisee and employee profitability. (Sales.) How can HQ help if they can’t communicate? Isn’t this a silent way of saying they don’t care so much about maintaining strong relationships and loyal networks?
Second, these salespeople out on the front lines should be a key source of market intelligence. Like a spider, the executives at HQ should be able to feel all movements within their web/network…and take action. That feeling comes from being in touch with customers. Not listening to the salespeople is like losing your sense of touch.
Here I’ll throw in a caution from my background as a market researcher… If you do listen to your sales force, make sure you understand and investigate what they say. After all, certain voices may be louder than others and biased toward proving their point rather than good research. A research-minded salesperson is a true gift! But that’s a subject for a different blog.
Posted by Jay F. Rowland 
