---
title: "Franchise Leaders Discuss Communication Tactics through a Crisis"
url: https://burnaze.com/article/692dde41-bcc1-4c6e-8cea-57aebc626cfe
source: "1851 Franchise"
original_url: https://1851franchise.com/franchise-leaders-discuss-communication-tactics-through-a-crisis-2712889
category: "Franchisors"
industry: "Franchise Industry"
segment: "Franchisors"
topics: ["Regulation & legal"]
published: 2020-04-22T13:08:45.000Z
modified: 2026-11-01T02:29:11.607Z
image: https://newimage.1851franchise.com/cdn-cgi/image/quality=85,format=webp,width=1280,height=720/story/featureImage/8b8c50c50adff49e46af07c32ff881a98147.jpg
---

# Franchise Leaders Discuss Communication Tactics through a Crisis

**TL;DR:** Franchise leaders discuss communication tactics to support franchisees and maintain customer satisfaction during the coronavirus pandemic. Franchisors are strategizing new ways to communicate and lead through uncertainty, with a focus on authenticity and vulnerability.

*originally published in 1851 Franchise on 2020-04-22. [Read the original](https://1851franchise.com/franchise-leaders-discuss-communication-tactics-through-a-crisis-2712889).*

## Key facts

- Franchisors must communicate authentically
- Vulnerability is key to strong leadership
- New business models are emerging

## Story

**Coronavirus continues to have dire effects on businesses across the country, and the franchise industry is no exception. That’s why franchisors across segments are strategizing new ways to support their franchisees and keeping the lines of communication open more now than ever before.**

## Crisis communication strategies

**Go above and beyond to make sure both franchisors and franchisees are heard. If your message is intentional and authentic, it will be more respected and valuable. There is a lot of information being released to an overwhelming extent, so ensure that you’re adding value to the conversation.**

**As a franchisor, you likely can’t solve every franchisee issue right now. But being available to your franchisee via phone or video goes a long way. Franchisees need to feel heard and want to know you’re addressing issues and challenges on their behalf.**

**Vulnerability aligns with authenticity, but as a leader, the message must come through that you’re making sound decisions that aren’t emotionally based.**

## Leading through uncertainty

**Franchisors are used to having the answers and are expected to — after all, that’s why franchisees bought into a proven and process-driven system. But it’s okay to say, “I don’t have the answer.” There is no playbook in many of the scenarios happening now, so adaptation to the crisis is forcing franchisors to be flexible.

Stemming from this flexibility, new ideas and shifts in business models are being created. And, as difficult as this situation is, Rowan says, “We’ll have stronger leaders on the other side of this.” Those leaders will be those who were able to react quickly and be open to change.

**Franchise Business Review (FBR) has launched a new initiative called** **Smart Ideas 2020,** **in which they’re soliciting ideas from franchisors that are helping them navigate their businesses in the coming months through this unprecedented time. Ideas can include communication strategies, cost reductions, operating adjustments, management tips, etc. FBR will compile the input and share the collective with the franchise community.**

## Entities

- 1851 Franchise (publication)
- Franchise Industry (sector)
- franchise leadership (topic)
- coronavirus pandemic (topic)
- crisis communication (topic)

---
Originally reported by 1851 Franchise (https://1851franchise.com/franchise-leaders-discuss-communication-tactics-through-a-crisis-2712889). Summarized by Burnaze (https://burnaze.com/article/692dde41-bcc1-4c6e-8cea-57aebc626cfe).