Chem-Dry Franchise Owners’ Feedback Provides Training Opportunities

Open lines of communication allow franchise owners to provide input on equipment, online marketing and other core business activities

When Chem-Dry carpet cleaning franchise owners gather for their annual convention, they eagerly anticipate the opportunity to learn new skills from nationally known business leaders, as well as see and hear about new equipment and cleaning products.

They also relish the opportunity to meet with Chem-Dry’s leadership team, so they can provide input and feedback on every aspect of the business. These breakout sessions often run long and are marked by enthusiasm and great ideas, says Doug Smith, Senior Vice President of Franchise Development.

Franchisee input leads to ongoing innovation

“We base all of our convention sessions on things the franchise owners say they want to hear, so from the outset we’re operating on their feedback,” Smith says. “We are hearing from them all year long, so much of what they ask for, they see and hear. But we also schedule sessions allowing them to ask questions and bring up areas of concern; it’s more of a two-way dialogue than just a presentation.”

The goal, he says, is to ensure that positive and negative issues that arise in the field are heard about early on, so that trends in either direction can be addressed.

“Some might want more training on social media marketing, while others may have issues around area rug cleaning,” Smith says. “That’s why we bring in not just our management team, but also our product and services vendors, so that they also can hear from the franchise owners. It’s a very beneficial time for everyone.”

Voice of Chem-Dry keeps communication lines open

Chem-Dry carpet cleaning franchise owners also benefit from ongoing communication with the Voice of Chem-Dry, an advisory board made up of owner representatives. These men and women help drive the discussion at the annual convention, as well as throughout the year by way of regional meetings, conference calls and emails.

“The Voice of Chem-Dry team never stops soliciting feedback, so they help us year round,” Smith says. “They send all that information to us, so when we’re planning the convention — or any other owner-oriented meeting — we can give them not just new product strategies and services, but also talk strategy and problem-solving around issues that have been brought to our attention. Every Chem-Dry cleaning franchise owner is a subject-matter expert, and they drive everything we do.”

Chem-Dry is the world’s largest carpet and upholstery cleaning franchise with nearly 3,500 franchises in 53 countries, serving 10,000 homes and businesses a day. Chem-Dry has been Entrepreneur magazine’s top-rated carpet cleaning franchise for 30 straight years. The Chem-Dry Hot Carbonating Extraction process delivers a faster-drying, deeper and more environmentally friendly clean that appeals to home and business owners. In addition to carpet and area rugs, Chem-Dry provides cleaning and renewal services for tile and stone, granite countertops, leather and upholstery.

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