Dunkin’ Donuts are one of America’s best known franchises. Their CEO Nigel Travis recently revealed the recipe for their franchise success: their excellent franchisees. “My favorite expression is that franchisors get the franchisees they deserve,” Travis told a recent meeting of the Greater Boston Chamber of Commerce.
Travis joined the donuts franchise in 2008 and one of his main goals was to improve the lines of communication between corporate headquarters and their thousands of franchisees, as the Boston Herald recently reported:
Travis has put the emphasis on developing stronger ties with Dunkin’ franchisees since joining the Canton company in December 2008. “We needed to shift the culture from ‘growth, growth’ to operational excellence,” he said. “(Franchisees) are on the front line every day, and they understand what our guests want.”
That required Dunkin’ to “beef up” its communication channels with franchisees, according to Travis, who noted that the company’s brand advisory council of elected franchisees accomplishes the goal of “two-way communication from the brand down.”
Despite the legal issues that have come between Dunkin Donuts and their franchisees in the past, Travis likes to think that the franchise has turned over a new leaf.
“I believe in positive, constructive franchisee relationships,” Travis told the paper. “I think we’ve achieved that. We’re getting more and more on the same page.”