What are the requirements for a Ben Jerrys operator's staff to ensure good customer relations?
Ben_Jerrys Franchise · 2025 FDDAnswer from 2025 FDD Document
OPERATOR shall maintain a competent, conscientious, trained staff, including a fully-trained manager (who may be OPERATOR), and if OPERATOR has multiple Scoop Shops, a fully-trained manager for each Scoop Shop.
OPERATOR shall take such steps as are necessary to ensure that its employees preserve good customer relations; render competent, prompt, courteous, and knowledgeable service; maintain and utilize a telephone or answering service that is responsive to all inquiries related to the business, including requests for Off-Premises Activities, On-Demand Sales and Mobile Vending, cakes and operating hours; and meet such minimum standards as BEN & JERRY'S may establish from time to time in the Manual or otherwise in writing in order to protect the quality of its Products and the BEN & JERRY'S brand, reputation and goodwill.
OPERATOR and its employees shall handle all customer complaints, refunds, returns, and other adjustments in a manner that will not detract from the name and goodwill of BEN & JERRY'S.
OPERATOR will use the system designed by BEN & JERRY'S for training employees.
OPERATOR shall be solely responsible for all employment decisions and functions of the Scoop Shop, including those related to hiring, firing, wage and hour requirements, recordkeeping, supervision, and discipline of employees.
Source: Item 22 — CONTRACTS (FDD pages 133–134)
What This Means (2025 FDD)
According to Ben Jerrys's 2025 Franchise Disclosure Document, the operator is responsible for ensuring good customer relations through their staff. Ben Jerrys requires the operator to maintain a competent, conscientious, and trained staff, including a fully-trained manager for each Scoop Shop. The operator must take necessary steps to ensure employees preserve good customer relations and provide competent, prompt, courteous, and knowledgeable service.
To maintain good customer relations, Ben Jerrys requires the operator to have a responsive telephone or answering service for inquiries related to the business, including requests for off-premises activities, on-demand sales, mobile vending, cakes, and operating hours. The staff must also meet minimum standards established by Ben Jerrys to protect the quality of its products and brand reputation.
The operator and their employees must handle all customer complaints, refunds, returns, and other adjustments in a manner that does not detract from the name and goodwill of Ben Jerrys. The operator is also required to use the training system designed by Ben Jerrys for training employees. Ultimately, the operator is solely responsible for all employment decisions, including hiring, firing, wage requirements, recordkeeping, supervision, and discipline of employees.