If you’ve ever wondered how the most successful franchise systems balance structure with creativity—and create room for owners to innovate—this episode is for you.
On The Advisory Board Podcast, I sat down with Doug Smith of Belfor Group, a leader whose approach to franchise advisory councils, peer-to-peer collaboration, and local-market flexibility is reshaping how franchise brands grow. Doug brings decades of operational experience and a people-first philosophy that proves great systems are the launchpad, not the leash.
The Role of the FAC: From Structure to Strategic Advantage
When Doug describes Belfor Group’s Franchise Advisory Council (FAC), you quickly realize it’s not a box-checking committee—it’s a living, breathing channel for communication and innovation.
Geography-based structure means each FAC leader is responsible for a group of states (plus a Canadian representative). That’s not just an org chart tweak; it ensures feedback reflects local market realities—whether it’s the product preferences in Miami versus Minneapolis or operational nuances in Canada.
FAC members act as a sounding board for leadership, validating ideas before they roll out system-wide. And because many members have been with the brand for 10, 15, even 20 years, they bring historical context alongside future-focused insight.
Committees with a Purpose
Beyond the core FAC, Doug’s team has built specialty committees—for IT upgrades, product selection, and commercial work—so that owners with relevant expertise can directly shape strategic decisions.
- IT Committee: Franchisees with tech backgrounds help vet CRM updates and software transitions, ensuring changes are practical, not just theoretical.
- Product Committee: Guides vendor partnerships and supports product innovation.
- Commercial Committee: Shares strategies for winning and executing commercial jobs at a high level.
Doug’s philosophy is clear: tap into the genius in your network and you’ll end up with solutions no single corporate office could dream up alone.
Peer-to-Peer Problem Solving
One of the most valuable cultural assets at Belfor is the organic network of owners helping owners.
Sometimes that’s as simple as a quick Facebook group post about a tricky project. Other times it’s more deliberate—franchise business coaches connecting an underperforming location with a peer who has mastered that exact challenge.
Doug knows these conversations often produce faster, more targeted solutions than corporate can deliver—not because HQ lacks expertise, but because a fellow owner can pick up the phone right now.
Freedom Within the Framework
Doug calls it the art and science of franchising: the “science” covers the non-negotiables—things like trademarks and core systems—while the “art” is everything else.
Once franchisees master the operational basics, Doug encourages them to take calculated creative swings. Whether it’s targeting a new customer segment or innovating in service delivery, that entrepreneurial freedom drives system-wide growth.
Case in point: the brand’s exterior shade segment started as a few franchisees experimenting. Today, it’s the fastest-growing category in the system.
Local Markets, National Brand
Doug is adamant about keeping local market flexibility front and center. A franchisee in Miami might sell vastly different products than one in Wisconsin—and that’s by design.
Franchisees manage their own marketing, product mix, and vendor relationships within brand parameters. This “national but local” mindset is backed by plans for upgraded microsites and more targeted local advertising.
Culture as the Ultimate Differentiator
For Doug, culture isn’t a buzzword—it’s the foundation of Belfor’s success.
With 160 owners moving in the same direction, the system thrives on mutual trust, open communication, and shared ambition. That community spirit isn’t easy to replicate, but it’s one of the clearest indicators of a healthy, sustainable franchise.
Key Takeaways
- Structure fuels creativity — A well-organized FAC and specialty committees give owners the freedom to innovate without losing alignment.
- Peer-to-peer is a force multiplier — Facilitate owner-to-owner connections, and you’ll solve problems faster and build lasting trust.
- Local flexibility is non-negotiable— Empower owners to tailor their operations to market realities while upholding the brand’s core identity.
Listen & Connect
Watch the full episode on YouTube
Listen on Spreaker
Connect with Doug Smith | Belfor Group
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