Award-Winning Franchising Insight from Willowbrae Academy and MaidPro

Since 1992, the Canadian Franchise Association (CFA) has been recognizing its members with strong franchisor-franchisee relationships at its annual Awards of Excellence gala. Considered the pinna­cle of franchise achievement in Canada, the CFA Awards of Excellence in Franchising are given annually to fran­chise systems that have demonstrated superior franchise relations, leadership, training, and communications.

This year, over 70 CFA member franchise brands par­ticipated in the CFA Awards of Excellence in Franchising program. Sponsored by the CFA and administered by The Portage Group, a third-party research firm, the winning franchise systems were determined based on the results of a survey completed by participating brands’ franchi­sees about their experiences and levels of satisfaction with the system. Entries were separated into Traditional Franchises and Non-Traditional Franchises. Within these categories, entrants were grouped based on their num­ber of franchisees.

The Franchise Voice had the opportunity to sit down with Willowbrae Academy and MaidPro —the winners of this year’s Grand Prize for Traditional Franchises and Non-Traditional Franchises respectively —to gain valu­able insight into what goes into an award-winning fran­chise system.

Q: Willowbrae Academy/MaidPro received the Awards of Excellence Grand Prize. This award is given to franchises that deliver exceptional support to their franchisees. As franchisor, why do you feel it is critical to provide comprehensive support to your franchisees for the overall success of the brand? What type of support should you provide?

Willowbrae Academy: Providing comprehensive support to franchisees is crucial for the overall success of the brand. By offer­ing robust support, we as the franchisor can ensure that franchisees have the necessary tools, resources, and guidance to effectively run their businesses. This support includes, but is not limited to, initial training to familiarize franchisees with the brand’s operations, ongoing education to keep them updated on industry trends, marketing assistance to help them promote their businesses, operational guidance to address any chal­lenges they may encounter, and regular communication to maintain a strong relationship and address any con­cerns promptly. By investing in the success of franchi­sees, we as the franchisor not only help them achieve their goals but also contribute to the growth and reputa­tion of the Willowbrae Academy brand as a whole.

MaidPro: Franchisors are only successful when their franchisees are successful. Starting a business is no easy feat, so by joining an established franchise like MaidPro, franchisees are better set up for success because the systems and processes are already in place. MaidPro is committed to providing ongoing, comprehensive support to our franchise owners in areas such as onboarding, training, operations and marketing. Centralizing these resources and support creates a unified brand identity and consistency across a franchisor’s footprint, and it allows franchise owners to be more productive and focused on running a successful business.

Q: From your point of view, what do you feel your franchisees would say about their franchisor’s support? Why is it important to listen to their feedback?

Willowbrae Academy: Our franchisees would likely acknowledge the strong support they receive, including comprehensive training, ongoing assistance, marketing guidance, and operational support. They may also acknowledge our open commu­nication, responsiveness to their needs, and a collabora­tive approach to problem solving.

It is important to listen to franchisees’ feedback because they are the ones on the front lines of the busi­ness, interacting with customers and facing day-to-day challenges. Their perspectives can provide valuable insights into the effectiveness of the support provided by us as the franchisor and highlight areas where adjust­ments may be needed. By actively listening to franchi­sees’ feedback, we can strengthen relationships with franchisees, improve the support they offer, and drive the success of the entire franchise system.

Ultimately, prioritizing franchisee feedback can lead to a more collaborative and successful partnership between franchisors and franchisees.

MaidPro: We have a great relationship with our franchise owners, so my hope is that each franchisee feels heard and fully supported. One of our core beliefs at MaidPro is that, “We are not perfect, and continual improvement is essential.”  While we have tried-and-true methods and systems, we recognize that we must always grow and evolve—it’s why listening to franchisee feedback is so important.  We believe in transparency and open-communication, and we are only as strong as our franchisee community.

Q: What advice would you give other franchisors in regard to providing support to their franchisees?

Willowbrae Academy: This goes hand in hand with the first question. We would advise other franchisors to prioritize providing comprehensive support to their franchisees. By offer­ing robust support, we can empower their franchisees to succeed and contribute to the overall growth of the brand. It is essential to invest in initial training, ongoing education, marketing assistance, operational guidance, and regular communication to ensure that franchisees have the tools and resources they need to thrive. Build­ing a strong relationship with franchisees and address­ing their concerns promptly can lead to a successful and mutually beneficial partnership. Remember, the success of your franchisees directly impacts the suc­cess of your brand, so it is crucial to prioritize their sup­port and development.

MaidPro: Your franchisees have taken a leap of faith to invest in your business model, so the franchisor/franchisee relationship must be a partnership—one cannot succeed without the other. Franchisees who are satisfied with the support they are getting are likely to continue expanding their business, purchasing additional units and referring other potential franchisee candidates.

Q: To what do you attribute the success of your franchise system and what advice would you provide to other franchisors in this regard?

Willowbrae Academy: The success of Willowbrae Academy can be attributed to a combination of factors, including each franchisee entrusting in us and our proven model for success. Their unwavering support, dedication, and loyalty throughout the franchise process is second to none, and their exper­tise, resources, and mentorship have been instrumental in helping Willowbrae Academy establish and grow to what is has become today.

Additionally, our employees’ work ethic, dedication, and passion for providing high-quality education and care to our children. Their commitment to creating a nur­turing and stimulating environment for our children has been crucial to our success.

Finally, all our families for entrusting their most pre­cious and valuable possession with us, as we provide nurturing care, and educate them for life.

We also emphasize the importance of clear commu­nication, continuous innovation, and a commitment to excellence in all aspects of our operations.

To other franchisors, we would advise focusing on build­ing strong relationships with franchisees, providing them with the necessary tools and resources to succeed, and maintaining open lines of communication. It is essential to listen to the needs and concerns of franchisees, address any challenges promptly, and continuously seek ways to improve and innovate. By investing in the success of your franchisees and fostering a collaborative and support­ive environment, you can create a strong foundation for growth and success for your brand as a whole.

MaidPro: MaidPro is truly a family, and we have an extremely strong, close-knit franchisee community. We’ve evolved since the first MaidPro opened in 1991, but what has stayed the same is our love of the brand and belief in its purpose.  At MaidPro, we take care.  We take care of people, clients, homes, communities, employees and families. That sentiment starts from the top down, and as a franchisor, you must take care of your franchisees first and foremost. You must listen, grow and constantly evolve.