Welcome back to another enlightening episode of The Advisory Board Podcast, where we bring you actionable insights from the franchising world. This week, we're thrilled to be joined by Ben Fox, the mastermind behind customer experience at Five Star Franchising. If you haven't met Ben, you're in for a treat as we dive into the art of franchise lead generation and customer engagement.

First off, a huge thank you to our sponsor, ClientTether, for making this episode possible. ClientTether provides innovative CRM solutions to help businesses streamline their lead engagement process and enhance customer relationships.

In this episode, Ben takes us on a journey through his transition from aspiring police officer to a pivotal player in franchising. Now leading ProNexus, Ben's expertise in the home service industry shines through as he shares how his team effectively supports franchisors with cutting-edge call center solutions.

Ben gives us the inside scoop on Five Star Franchising's diverse portfolio, featuring brands like Mosquito Shield, Five Star Bath Solutions, and Bio-One, with their unique services in crime scene cleanup. He highlights the importance of a multi-channel communication strategy, which has become a crucial differentiator in a competitive market.

Key takeaways from Ben’s insights include:
Lead Costs and Engagement: With lead costs on the rise, it's more important than ever to fine-tune every stage of customer interaction. Ben emphasizes the value of omni-channel communication, where customers can engage with brands via their preferred method—be it phone, text, or chat.
Speed to Lead: Ben stresses that the speed at which a business responds to a lead is critical. Ideally, businesses should aim to engage with leads within the first 15 minutes to maximize conversion rates.

Quality Over Quantity: As the FCC's upcoming regulation changes loom, Ben advises businesses to focus on quality interactions rather than merely churning through leads. The future is all about providing authoritative and empathetic customer service.

Outsourcing and Training: Ben outlines the pros and cons of outsourcing call centers versus in-house management. He highlights the importance of robust training and continuous quality assurance, regardless of the approach.

Preparation for Industry Changes: With significant shifts on the horizon, Ben encourages franchisors to proactively strategize for potential disruptions in lead volume and costs.
Ben is not just a wealth of knowledge; he's also approachable and generous with his time. He invites listeners to reach out via LinkedIn or email for further discussions, whether or not you’re looking to partner with ProNexus.

Thank you, Ben, for sharing your insights with us today. And remember, if you're ever at a conference with Ben, he'll treat you to ice cream—just save it for after karaoke! Stay tuned for more expert advice on The Advisory Board Podcast.

For more information, reach out to Ben at ben@fivestarfranchising.com.

Push Hard on the Plow with an Open Hand - Sebastian Traeger