Buying a Franchise in Lebanon: How to Make the Most of Franchisee Interviews

Before buying a franchise in Lebanon, visiting a successful outlet or having a friendly call arranged by the sales team is not enough. Interviews with current and former franchisees help you understand daily life within the franchise network and identify gaps between the written offer and the actual experience. Their value, however, depends on whom you speak to, how precisely you frame your questions and how you verify the answers—not on how much praise or how many complaints you collect.

1. Choose a sample that reveals differences between outlets

Ask the franchisor to put you in touch, with the individuals’ consent, with franchisees whose experiences vary: someone running a new outlet, someone with a longer-established business and someone whose premises resemble the type of location you are considering. If possible, also try to speak to someone who has left the network, without assuming that their departure proves the brand has failed.

Do not rely solely on names suggested by the sales team. You can find other outlets by visiting premises open to the public and asking to arrange a convenient time to speak to the franchisee. Respect anyone’s decision not to engage, and do not ask for personal details that are not publicly available or information they are prohibited from disclosing. An outlet owner is under no obligation to become your adviser or hand over their accounts.

Record the context of each person’s experience before assessing it. Do they run one outlet or several? Do they work in the business every day? Is their location similar to yours? Did they start under the current terms or an older agreement? Fees and obligations may differ between versions of the agreement, so do not automatically assume that an older experience applies to your offer.

Also ask whether the person receives a fee for referring new buyers or has another relationship with the franchisor. Such a relationship does not invalidate their account, but knowing about it helps you weigh their comments more fairly.

2. Ask about specific events, not general satisfaction

Start with an open question: ‘What do you wish you had known before signing?’ Then move on to situations that can be explained and checked. ‘The relationship is excellent’ is less useful than a description of an actual problem, how it was reported to the franchisor and what happened next.

Use a consistent set of questions with everyone you interview, such as:

• What does a typical working week look like, and which tasks take up more time than you expected?
• Which day-to-day decisions can you make yourself, and which require approval?
• Describe a recent request for approval: who did you send it to, and how did you find out whether it had been accepted or rejected?
• Which small, recurring expenses were not clear when you were assessing the offer?
• When you disagree with the franchisor, is there a clear channel for discussing the issue and following it up?
• If you could start again, what document or clarification would you ask for before committing?

Ask for an example and an approximate date for each important issue, and distinguish between what the person witnessed themselves and what they heard from others. Do not press for operational secrets or confidential figures; you can understand how a problem was handled without seeing all the supporting documents.

When speaking to a former franchisee, ask neutrally why they left. The decision may have reflected personal circumstances, changing priorities or a contractual dispute. Ask whether the problem they describe was specific to their own experience, and what evidence they can lawfully share.

3. Turn interview accounts into a verification table

After each interview, write a summary that separates facts, opinions and conclusions. ‘The response to my request was delayed’ is a factual claim that needs context; ‘The franchisor does not care’ is a personal judgement. Do not treat the two statements as equivalent evidence.

Create a table with four columns: the issue, what franchisees said, what the offer documents say and the question to put to the franchisor. If slow approvals come up repeatedly, for example, look for the approval procedure in the agreement, then ask who is responsible, what the timeframe is and how requests are followed up. Do not assume that a quick response at one outlet amounts to a contractual commitment to you.

Put significant inconsistencies to the franchisor without naming the people you interviewed unless they have given permission. Ask for a specific written answer, rather than a blanket denial. Give the franchisor an opportunity to explain differences in circumstances or changes to procedures: an old complaint may have been resolved, just as past praise may no longer reflect the current situation.

If the franchisor refuses all independent contact, ask for an explanation. Refusal is not proof of wrongdoing, but it limits your ability to verify information. You can then postpone committing until credible alternatives are available, rather than filling gaps in your knowledge with optimism.

4. Understand the limits of interviews and your rights in Lebanon

Lebanon has no comprehensive franchise-specific law or dedicated statutory franchise disclosure regime. The relationship is governed primarily by the Code of Obligations and Contracts, with provisions of the Commercial Code, intellectual property rules and other legislation applying as relevant. Do not therefore assume that you have a specific legal right to receive a list of all franchisees or require them to answer your questions.

The Lebanese Franchise Association’s Code of Ethics calls for full, accurate and material written information to be provided a reasonable time before a commitment is made. However, it is not a general disclosure law that automatically applies to every franchisor; check membership and the scope of any commitment to comply with it.

Interviews are a due diligence tool, not a substitute for having an independent lawyer review the agreement. If they reveal an issue that is critical to your decision, ask for written clarification and for the appropriate commitment to be included in the agreement or an addendum. Do not treat a promise you hear from an outlet owner as a guarantee of what you will receive.

Practical takeaway: Speak to people with varied experiences, ask everyone comparable questions and check their answers against the documents. Choose the brand once you understand how the business actually operates—not simply after collecting positive testimonials.