I've heard of other franchisor's doing away with the franchisee forum, but I think it's an important way for franchisees to communicate both with each other and with you.  And it allows the "bad apples" to come to the surface so you can effectively deal with them. 

Diana Repack, D.Sc.
Doctorate in Information Systems & Communications
Robert Morris University, 2006
Dissertation work was focused on Technology Use within Franchising

Are you positive the franchisees are slandering the company?  If so, while it may seem expensive to buy out a franchisee, I believe you should seriously consider the option as mentioned by a previous respondent especially if these franchisees are a constant source of interruption and distraction.  I am wondering if these franchisees are successfully representing your product in the community.  What is the performance of their franchises when compared to other franchises?  Is their business growing and are they receiving support from the corporate office to continue growth trends for their business?

It has been my experience that issues of this type are a result of miscommunications or misrepresentations of products/services between the franchisor and franchisee.  Immediately address any issue for which there is a lack of clarity or understanding.  In doing so will generally result in a more positive relationship between the franchisor and franchisee.  Business ownership is a very emotional experience for both the franchisor and franchisee.  Generally, the franchisee has exhausted finances, personal resources and themselves in an effort to make a business profitable.  Are you as a franchisor supporting your franchisees in every way possible?  Are the franchisees who are banned the only ones who have made negative remarks and how do their business counterparts receive them?

As far as your website, unfortunately the issues you are facing on your site seem somewhat common when considering corporate sites.  I will advise if the banned franchisees are denied access to critical operations material, your company may suffer legal ramifications as a result and I would be certain there is no legal recourse for the franchisee against you. 

Unfortunately, it is not illegal to email other franchisees.  It is the responsibility of those franchisees receiving unsolicited emails to contact the sender and request removal from such future mailings.  

Good Luck!

 

Finance and Business Consultant

The bottom line is that it is going to be really tough to always please everyone.  Life circumstances, attitudes and many other factors impact the "happiness" level of a zee.

My suggestion would be to get on the phone or face:face and ask them; What is wrong?, What can we do to help?, What is the real issue(s)?

In this case, even though this is the tech forum, I suggest a non-tech approach would be a better path to resolution.  I don't think most zee's realize how much we really want them to be happy with their investment, not just profitable.

Jerrod Sessler
CEO 

206.387.7090 cell
jerrod@hometask.com
HomeTask.com

HomeTask Support Center

1800 SW 152nd St., Suite 100
Seattle, Washington  98166
Office: 206.763.6800
Fax: 206.763.6883 
 
Who do you know that would make a great HomeTask handyman?

Jerrod Sessler
CEO
206.387.7090 cell
jerrod@hometask.com
HomeTask.com

HomeTask Support Center
1800 SW 152nd St., Suite 100
Seattle, Washington 98166

Office: 206.763.6800
Fax: 206.763.6883

Who do you know that would make a great HomeTask handyman?

I am a strong believer in transparency and that you should avoid censorship at all costs. Otherwise, you're entering a downward spiral. When people start complaining, you should openly discuss the issues and various tradeoffs. Most often you'll find people are angry because they're left in the dark and don't understand all the issues. However, if they franchisees are being immature and starting a flame war, then that has to be nipped in the bud.

Obviously, some people will feel they are entitled to more and you'll have to talk to these people ... conflict-management and technology don't go well together because of how impersonal technology can be.

There is no simple answer, and I wish you luck resolving your issues.

Jason Kealey
LavaBlast Franchise Software - http://www.lavablast.com
Simplifying day-to-day franchise operations