What minimum standards must a Bft franchisee's employees meet regarding courteousness and customer service?
Bft Franchise · 2025 FDDAnswer from 2025 FDD Document
- A. System Standards. Franchisor may choose, in its sole discretion, to evaluate the Studio for compliance with the System Standards using various methods (including, but not limited to, inspections, field service visits, surveillance camera monitoring, member comments/surveys, and secret shopper reports). Franchisee must meet minimum standards for cleanliness, equipment condition, repair and function, and customer service. Franchisee's employees, including any independent contractors, must meet minimum standards for courteousness and customer service.
- 8.3 Personnel. Franchisee agrees to engage in the operation of the Studio only persons of high character and ability who maintain and exhibit traits of enthusiasm, cleanliness, neatness, friendliness,
honesty and loyalty, it being recognized by Franchisee that such persons are necessary in order to promote and maintain customer satisfaction and the goodwill of the System.
Source: Item 23 — RECEIPTS (FDD pages 79–265)
What This Means (2025 FDD)
According to Bft's 2025 Franchise Disclosure Document, Bft franchisees must ensure their employees meet minimum standards for courteousness and customer service. Bft evaluates a Studio's compliance with System Standards using methods such as inspections, field service visits, surveillance camera monitoring, member comments/surveys, and secret shopper reports.
Bft also requires franchisees to engage individuals of high character and ability who exhibit traits of enthusiasm, cleanliness, neatness, friendliness, honesty, and loyalty. Bft recognizes that these qualities are necessary to maintain customer satisfaction and the goodwill of the Bft system.
These standards are typical in the franchise industry, as customer service and brand reputation are critical for the success of both the franchisee and the franchisor. Franchisees should ensure their hiring and training practices emphasize these qualities to maintain compliance and foster a positive customer experience.