The powers of communication

Lisa Law, National Franchise Manager for Snap-on Tools, has played a pivotal role in maintaining the brand's commitment to open communication since joining the global tool specialist 16 years ago.

The powers of communication

Lisa Law, National Franchise Manager for Snap-on Tools, has played a pivotal role in maintaining the brand’s commitment to open communication since joining the global tool specialist 16 years ago. With a network of over 400 franchisees spanning the length and breadth of the UK, it goes without saying that this takes a great deal of logistical prowess and dedication. In 2020, open communication is as crucial as ever – here’s why. 

Part of the Snap-on Tools brand ethos that has remained at the heart of operations throughout the last 55 years – since our first franchise launched in the UK – is our commitment to open communication. You might have heard that when you invest in a Snap-on franchise, you’re in business for yourself, not by yourself. That’s the commitment we make to franchisees from day one and that will never change.

It goes without saying that Snap-on is a finely tuned machine but, with that being said, our franchisees are never just a cog in that machine. When franchisees invest in their future with us, it’s the start of a mutually beneficial relationship – we’re also investing in our future with them too. I’m a firm believer in the notion that communication breeds confidence. Only when a franchisee feels like a part of the bigger picture will they feel respected and valued, equipping them with the confidence to build a strong and credible business for the mutual benefit of the network; not just for their own gain. 

So, how do we create this atmosphere of open communication? First and foremost, we get to know our franchisees on an individual basis, quickly introducing them to their dedicated Sales Developer. We then support our franchisees to foster a professional and efficient working relationship. 

There are over 250 associates working at our headquarters in Kettering. Here, we have associates working in everything from finance, marketing, customer service – not to mention the technical and logistics teams who support on the product side of things – to support the franchise network on a daily basis. Customer service are always available to take every call and each enquiry is directed through to the right person for the right job. Therefore, if a franchisee in the north east calls with an additional request about finance – following up from a call they made before – they will come through to the same person who dealt with their enquiry previously. Consistency is key, so we put a great deal of emphasis on making the right people available to respond and action these enquiries. We want to make sure our franchisees see the value in our support structure and feel suitably equipped to utilise it.

We also host regular regional forums, seminars and – the highlight of our franchisees’ calendar – our annual conference and Tool Show. This is to encourage our franchisees to consider themselves part of an international network of like-minded business owners. We take great pride in seeing our network of 400+ franchisees coming together in both a professional and social environment. Whilst these events have been put on hold due to the pandemic and government restrictions, we’ve implemented virtual alternatives that maintain this sense of community and encourage our network to share best practise with each other. 

If this year has proven anything, it’s that the backing of a support system and an open line of communication are necessary tools for business owners. Snap-on strives to keep the wheels of communication moving freely. Despite the economically challenging year, our brand is navigating the pandemic with the same innovative and proactive mindset that it has for the last 100 – it’s a network that I’m very proud to play such an active role in.

ABOUT THE AUTHOR
Lisa Law
Lisa Law
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