What are Auntie Annes franchisees required to do with guest contact requests or customer complaints?
Auntie_Annes Franchise · 2024 FDDAnswer from 2024 FDD Document
You must promptly address any guest contact requests that we send to you or customer complaints in accordance with our Standards as specified in the Manuals, including responding to and resolving such guest contacts and complaints in the manner and within the time periods specified in the Manuals.
In addition to any other rights and remedies we may have, including reimbursement of any costs or expenses related to responding to or resolving
such contact or complaint on your behalf, we may charge you a guest relations fee if (i) we or you receive an excessive number of complaints related to you or your Franchised Business (such number shall be specified in the Manuals) or (ii) you fail to respond to or resolve a guest contact request or a customer complaint in accordance with our Standards within the time period specified in the Manuals.
Source: Item 22 — CONTRACTS (FDD page 106)
What This Means (2024 FDD)
According to Auntie Anne's 2024 Franchise Disclosure Document, franchisees must promptly address any guest contact requests or customer complaints that Auntie Anne's sends to them. This includes responding to and resolving these contacts and complaints according to the standards specified in the manuals. The response and resolution must occur within the time periods also outlined in the manuals.
Failure to adhere to these standards can result in financial penalties. Auntie Anne's may charge a guest relations fee if the franchisee receives an excessive number of complaints or fails to respond to or resolve guest contact requests or customer complaints within the specified time frame. Auntie Anne's retains the right to address the complaints themselves and charge the franchisee for any related costs or expenses.
This requirement ensures that Auntie Anne's maintains consistent customer service standards across all franchise locations. Prospective franchisees should carefully review the operations manual to understand the specific procedures and timelines for handling guest relations and complaints to avoid potential fees and maintain good standing with the franchisor.