On a recent visit to the Smithsonian, we were really excited to see a food truck from a national fast-food chain. After a week of over-priced, deep-fried tourist rip-off food, we were thrilled to get a famous-brand burger and fries at a regular price.
But they were ripping us off with inflated prices too. Now we’re angry and frustrated with the national brand.
Here’s the challenge for any business with local branches: A screw-up by one location reflects on the reputation of the national brand (and all the other local locations). You need to police the behavior of your on-the-ground representatives, because all your reputations are tied together.
Don’t let one ruin it for the rest.