August-September 2014 | BusinessWorld | 135
or retail strip presence like restaurants or
other franchises. Instead, it's usually located
in a warehouse or light industrial structure
that can house parts and take deliveries
from tractor-trailers, as well as dispatch
technicians in service trucks.
Incoming calls requesting service are taken
by a national call center – similar to Roto-
Rooter or Glass Doctor – which
coordinates location-specific appointments
with the appropriate franchise operation.
Each owner has his or her own “unique
approach” to running the business, Payor
said, but corporate standards are spelled out
in both the franchise agreement and the
operations manual, pertaining to topics like
technician uniforms and logo wraps on
service trucks.
The company operates a national website,
