Experts are still learning about COVID-19 and, with new information coming out every day, it can feel overwhelming at times. In an effort to best prepare you and your teams, we’ve compiled a list of the most commonly asked questions from franchisees, employees, and customers. While we recognize that many of you have already established responses to some of these questions, we’re available to assist in any way we can, from drafting various communications to reviewing statements and messaging that may have already been prepared. We encourage you to review these questions and ensure your internal teams are aligned and has clear and consistent messaging readily available to share with these respective audiences. In a world of uncertainty, they will be looking to the executive team to provide guidance on what to do next.
Questions from Franchisees
Financial Implications
- Should we expect to receive any financial assistance from you in the coming months, such as a break on our royalty payments?
- What are some ways we can conserve cash at this time? (e.g. postponing rent in April, lowering supply quantities, consider shortening operating times)
- Are there specific loans I can take advantage of to help keep cash on-hand?
- Will we be getting any type of stimulus package as franchisees?
Development Pipeline & Supply Chain
- How will grand openings change in the coming weeks/months?
- Will corporate trainers’ schedules be affected?
- Should we delay construction, signing leases, etc., on new locations?
- Have you been in touch with all of our contracted vendors?
- Should we expect any changes/delays in our supply chain in the coming weeks/months?
- Will you be relaxing timelines on future developments in our franchise agreements?
COVID-19 Health Implications
- What do I do if an employee is being tested for COVID-19 or if an employee tests positive?
- Have employees been properly trained on the necessary precautions to take?
- Can I force an employee to be tested for COVID-19?
- My business was forced to close because of COVID-19. Should social media channels go dark, as well?
Customer Engagement
- How can we stay engaged with customers while we’re closed? (e.g. pick-up/delivery, online workouts, social media)
- What is the brand doing to adjust our advertising messaging during this time? What should I be doing locally?
Media Relations
- What is the protocol for media requests?
- Am I allowed to participate in interviews?
- Is media training available?
Questions from Employees
Financial Implications
- Is the business going to close, either temporarily or permanently?
- What will determine if the business closes or remains open?
- How will you communicate updates with employees?
- If we close, how long will it last?
- Why are we closed, but our competitors are still open?
- How will the company avoid layoffs?
- Will employees be paid should the business close?
- If employees are not being paid, what resources are there to help? Can I collect unemployment?
COVID-19 Health Implications
- If an employee has symptoms, what necessary precautions will the business owner take?
- If an employee tests positive, will the business close?
- If an employee tests positive, will this employee be on paid leave?
- What is the sick leave policy?
- How long will we need to take these precautions for?
- Do I need to wear a mask to work?
- How can an employee report another staff member they think has symptoms?
Media Relations
- What do I do if media contacts the store and requests an interview?
- Who should I contact?
- What happens if the manager/owner isn’t onsite/available to respond to media requests?
Questions from Customers
COVID-19 Health Implications
- What are the proactive steps you’re is taking to ensure the safety and well-being of your customers?
- Can the virus be spread through food?
- Have any of your employees tested positive for the COVID-19?
Financial Implications
- Are you waiving change and cancellation fees to provide flexibility for your customers impacted by recent restrictions?
- Will you be freezing my membership while you’re closed?
- You’re still open, but I’m social distancing / quarantining. Can I freeze my membership?
Operations
- Why are you restricting business hours?
- Other businesses are closing to help prevent the spread of the virus. Why are you still open?
- Why are you closed, but other businesses are still open?
- When will you reopen to the public?
- Will your restaurant offer delivery or pick-up services?
- How are you encouraging social distancing while still offering these services? (e.g. curbside/contactless)
- Can I still purchase gift cards online?
