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Franchise Opportunities Journal, 1998 - We've all heard that the 90's is the decade of customer service. Many companies say the customer is king. But increasingly the customer as been forgotten. In these times of emphasis on only short term profits, the focus is everywhere but on what the customer wants.

National Franchise Associates, an Atlanta-based franchise consulting and developmental firm, has built its success on providing specialized service to meet each client's individual needs. Founded in 1981, NFA is headed by Stephen S. Raines, a pioneer in franchising, with over 26 years of experience. His wife Judy, brings 25 years of small business marketing experience and 17 years of franchising experience.

Client's Goals are Paramount
"I've always thought that one of the keys to creating successful franchise programs was listening to each client's goals and philosophy," said Steve Raines. "Different companies have very far ranging ideas about what they want to achieve through franchising. Some clients want to sell only a few franchises, others hundreds or even thousands. Since every client has a different idea of success, it is important to define the goals before we determine the means to get there."

But creating lasting, positive relationships is where NFA really excels. "We want to see our clients succeed," said Raines. "We encourage them to call with questions and concerns and we do not bill them for this service. I find fulfillment in helping our clients create a franchise program that works for them, watching these companies sell franchises and then seeing those franchisees also become successful. I have been fortunate to have had a part in helping many people achieve their dreams."

NFA's clients agree that this personalized approach works. Carnett's Franchising, Inc., a full-service car wash franchisor, is headed by Bruce Arnett, Sr. The interest in Carnett's franchise program has far outstripped the company's growth plan. Mr. Arnett said, "I've been in business a long time, and I've made decisions where I did not get my money's worth. Working with NFA is one of those times when I am sure I got every penny of value for my money and more."

Highest Quality for Less Money
Said Shirley Grace, President of Potatoes Plus, "When we were investigating various franchise consulting firms, we felt very positive about our meeting with Steve and Judy. Their expertise and professionalism were obvious. Our only
concern was could a company that charged $65,000 less than its competition actually do the job? After talking with several enthusiastic NFA clients, we were convinced. We have now just completed developing our franchise program with NFA and we couldn't be more pleased."

Marcus Yono, President of EnviroFree Inspections, an environmental inspection firm based in Brighton, MI, explained, "I have always felt that Steve and Judy were there for me. I call them often with ideas or questions. Our relationship has continued well beyond the term of our contract. I trust their judgment. We have retained them for additional services beyond the franchise development project."

On-Going Assistance with No Fees
Tony Townley, Vice President of Zaxby's Franchising, Inc., franchisor of chicken wings and tenders restaurants added, "NFA has always been there for us. We have been franchising for about three years and now have 31 locations. Occasionally, we call NFA with questions. They have been very responsive. NFA has even updated our franchise legal documents at no cost, when they were under no obligation to do so. Steve and Judy are a part of our team, and I do not think our franchise program would have been as successful without them."

For more information on NFA, call (770) 945-0660.

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