Doug Flaig, CEO of Stratus Building Solutions, has authored a compelling piece for Forbes Business Council titled “Redefining Customer Experience for Franchise Leaders.” In this timely article, Flaig breaks down how franchisors can elevate their customer experience by embracing personalization—without sacrificing consistency.
With Stratus operating across nearly 100 territories, Flaig has firsthand insight into the balancing act of managing a recognizable national brand while empowering local franchisees to meet the unique expectations of their communities. In the Forbes article, he explores this tension and offers real strategies for franchise leaders to evolve their customer experience approach.
Flaig outlines several key tactics:
Standardized Yet Personalized Service: Create structure that allows franchisees to tailor their customer interactions without deviating from core brand identity.
Data-Driven Strategy: Leverage customer feedback and behavior patterns to anticipate needs, resolve pain points, and continuously improve service.
Omnichannel Enablement: Ensure the brand delivers a seamless experience whether customers interact in-person, online, or via mobile.
Enhanced Franchisee Training: Invest in equipping front-line operators with the soft skills and tools to build loyalty, handle complaints, and represent the brand with excellence.
Flaig argues that customer experience is no longer just about the service itself—it’s about connection, consistency, and customization. By integrating smarter training, tech-forward tools, and community awareness, franchisors can build stronger bonds with their customer base.
As the CEO of one of the fastest-growing green commercial cleaning franchises in North America, Flaig uses his platform in Forbes to encourage other franchise leaders to embrace a more human-centric, flexible approach—without losing operational rigor.
Read the full Forbes article here: