Who is responsible for the training and support of Aerus Outlet Licensees?

According to the 2025 Aerus Franchise Disclosure Document, the franchisee is responsible for the training and support of Aerus Outlet Licensees. Specifically, the franchisee must fulfill all promises and commitments made to approved customers by the franchisee and any of its Outlet Licensees, Sales Representatives, employees, or agents.

This means that if an Aerus Outlet Licensee makes a promise to a customer, the franchisee is ultimately responsible for ensuring that promise is kept. This responsibility extends to all aspects of customer interaction, including sales, service, and support. The franchisee must have systems in place to monitor the activities of its Outlet Licensees and ensure they are providing adequate support to customers.

This requirement places a significant burden on the franchisee, as they are responsible for the actions of their Outlet Licensees. Therefore, it is crucial for franchisees to carefully select and train their Outlet Licensees to ensure they are capable of providing excellent customer service. Franchisees should also have a system in place for resolving customer complaints and addressing any issues that may arise.

In the broader context of franchising, it is common for franchisees to be responsible for the actions of their employees and representatives. This is because the franchisee is the local face of the brand and is responsible for maintaining the brand's reputation in their territory. However, the extent of this responsibility can vary depending on the franchise agreement. Prospective Aerus franchisees should carefully review the franchise agreement to understand the full scope of their responsibilities.