When exploring a franchise opportunity, it’s easy to focus on the numbers – the investment, the returns and the size of the network. But some of the clearest signs of a strong franchisor aren’t financial at all – they’re found in how well they listen.
The most successful franchisors know their greatest insights come from the people running the business day to day – their franchisees. That’s where a Franchisee Advisory Council (FAC) comes in. Designed to give franchisees a direct voice in shaping the brand’s direction, an FAC creates a structured space for open, two-way communication where ideas and feedback can truly make a difference.
Here, Lisa Stead, Interim CEO of Stagecoach Performing Arts, shares how Franchisee Advisory Councils work, why they matter, and how they help build the trust and collaboration every thriving network needs.
What is a FAC?
An FAC is all about connection and collaboration. It’s a small, representative group of franchisees who help guide and advise the franchisor on key areas such as operations, marketing, strategy and product development. It isn’t about hierarchy or voting rights – it’s about having a structured, professional space where open, honest conversations can take place and where everyone’s experience can contribute to the brand’s progress.
At Stagecoach, our FAC brings together Principals from across the network – from those who have been with us for many years to those who are just starting out. That mix of voices is incredibly valuable because it ensures we’re hearing perspectives from every stage of the franchise journey. We meet several times a year, following clear agendas and action points, and we always make sure communication flows both ways between the council and head office.
Why it matters
An FAC is one of the most powerful tools a franchisor can have. It creates a genuine space for collaboration – where ideas can be tested, feedback can be shared and solutions can be shaped together. Franchisees live and breathe the brand every day, so their insight is often what helps us make the most practical and effective decisions.
It’s also about trust. When franchisees feel heard, they feel part of something bigger – and that sense of shared ownership drives engagement across the whole network. For me, a strong FAC signals a healthy, transparent relationship between franchisor and franchisees. It shows that listening, learning and growing together are central to how the business operates.
What to look for as a prospective franchisee
If you’re researching franchise opportunities, I’d always recommend asking whether the brand has an FAC or something similar. It’s a really good indicator of how collaborative the culture is. Don’t be afraid to ask how the council works – how members are selected, how often they meet and what kind of impact their feedback has had.
A franchisor that’s open about these things is one that truly values partnership. A well-run FAC shows a commitment to listening, accountability and continuous improvement – qualities that speak volumes about the kind of support and communication you can expect once you join the network.
Fresh perspectives
This year, we’ve welcomed some new members to our FAC at Stagecoach, each bringing fresh ideas and energy to the group. One of those is Jaye Lawrence, Principal of Stagecoach Bridgend & Cowbridge, who has a lifelong connection with the brand – from her time as a student to her role now as a Principal. Her insight and enthusiasm have already made a fantastic contribution.
“It’s an honour to be part of the FAC. Having such a long connection with Stagecoach, both personally and professionally, I feel incredibly proud to contribute to shaping its future. For me, it’s about giving back to a network that has given so much to me, my students and my community,” said Jaye.
Jaye is passionate about using her position to strengthen communication across the network, help Principals adapt to change and continue creating inclusive, inspiring opportunities for students. “The FAC can act as a genuine bridge – ensuring feedback flows both ways, that franchisees feel heard, and that head office can clearly share its vision and decisions. Open communication and transparency are key, and the council can help foster that,” she added.
As we continue to grow and evolve, I’m so proud of how our council members – Jaye included – help us stay connected and forward-focused. Their input ensures that every Principal’s voice contributes to a shared vision for the future, keeping Stagecoach the supportive and collaborative community we’re known for.
