By Sue Vandittelli

The CFA Ombudsman Program was launched in 2002 to assist members with the resolution of disputes arising from business issues. The Ombudsman assists franchisors and franchisees in resolving their disputes to their mutual satisfaction and avoids unnecessary costly and time-consuming litigation. In an informal and confidential manner, the Ombudsman, who operates as a neutral, independent, third party, assists and supports franchisors and franchisees in resolving the issues and strengthening the franchise relationship. This is a complimentary service to CFA members as part of their membership package.

It has never been as important as it is now, with all the uncertainty around the pandemic, to preserve healthy franchise relationships – or as challenging. Franchise relationships are an important bedrock of franchising success.

As franchise systems start to recover from the effects of the pandemic, it will be important for mutual support and trust to be extended during this difficult time. Keep breathing, be creative, and stay in the conversation with each other to find mutually beneficial solutions. Extend mutual generosity, the benefit of the doubt, and kindness towards one another; it has been excruciatingly tough on everyone. Innovation usually comes when hitting major roadblocks and this current situation certainly qualifies; you may positively surprise one another or better yet, continue to surprise one another as you ride this tiger together.

If you need additional support, even if it is as a “sounding board,” your CFA Ombudsman is here for you: call 1-866-443-8255 or email ombudsman@cfa.ca. Here’s what some of our callers have told us about our service:

“She quickly understood my situation and outlined next steps to follow to get a resolution as well as some options. She has significant experience with franchising and it was helpful for her to share that.”

“Incredible service that I initially didn’t realize was available to franchisees. It’s difficult to characterize exactly what she does, as she provides many things, but counsellor, mediator, and trusted coach would be appropriate job descriptions. Furthermore, she does this in a manner which is diplomatic, neutral, and reassuring.”

“Great. Cleared up a lot, very helpful in brainstorming different solutions to avoid legal battles and repair relationships.”

Every situation is different but we are often asked for examples of some of our calls. Below is one example.

A franchisee called in for assistance in finding a solution with their franchisor.

Issue: A franchisee wife and husband called in for support. They had purchased a franchise system they strongly believed in but couldn’t make it work. The rent was too high and the franchise model wasn’t working in their area. They said they had lots of success in running other businesses. The franchisor was not providing adequate support.

Action & Resolution: We discussed what actions the franchisees had done to make the franchise profitable, as they were both experienced businesspeople. They said the franchisor was not listening and not willing to make any changes. We explored different options and negotiated strategies they could be using with the franchisor. The strategies started working and the franchisor started generating options with the franchisee for their mutual benefit.

Comment: In negotiation, it is very important to explore each side’s interests and to negotiate using a solution-focused approach without blaming/shaming. This is very hard to do when frustrated and feeling alone. It is hard to be angry and smart at the same time. Both are valid but it’s essential to act smart. The CFA Ombudsman program is a safe and creative place to clear the air and explore possibilities.

These are challenging times for everyone. We are stronger together but that can be very difficult to sustain at times, especially now. I have been with CFA for over 16 years and can honestly say this is an association that cares for its members and works hard to provide innovative supports. You are not alone. Reach out to the CFA for support and know that your CFA Ombudsman is here as well to support you and your franchising system.  

Remember to be safe, be well, and  to smile. We are in this together.

ABOUT THE AUTHOR
Sue Vandittelli, Certified Ombudsman & Chartered Mediator, has been the CFA Ombudsman since 2004. Sue can be reached at 1-866-443-8255 or email atombudsman@cfa.ca.