Why Clients Hate Their Franchise Marketing Agency

The truth might hurt, but it will also set you free.

My company works with many of the leading national franchise brands and, recently, I wrote two essays about how many franchisees hate their franchisors and how many franchisors hate their franchisees.

I’d love to say that I’m above all the hatred and loathing because every company loves its franchise marketing agency. But, of course, the headline is a dead giveaway that this is not true. Franchise marketing agencies (public relations companies, ad agencies, internet marketing companies, web developers, etc.) also generate their fair share of anger and distrust from clients.

Obviously, I hope that’s not the case for our company. We have dozens of clients, many who have been with us for years, so I feel pretty confident that I don’t have any clients who have put my photo on a dart board and are practicing their aim during their lunch hour.

In any case, it is true that a lot of clients end up despising their franchise marketing agency — and for some good reasons.

If you’re a franchise marketing agency looking to improve your relationship with your clients, or if you’re a client looking to validate the hostility you feel for your marketing agency, well, I’m here to help. These are a few of the reasons many franchise brands hate their marketing agency and what the agency can do to correct them.

Bait And Switch

We repeatedly hear of this problem from new clients who have left another franchise marketing agency. The people clients meet and assume they are going to work with are smart, have creative ideas and seem to know their business backward and forward. Impressed, clients sign the deal. But once the actual work begins, the talent that sold them isn’t the talent that’s serving their account. The franchise marketing agency brought their A-team for the introductions but assigned their Jteam (the junior-level staffers) once the actual work began.

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