What is required to retain customers for a Big Blue Swim School?

According to the 2025 Big Blue Swim School FDD, retaining customers requires franchisees to provide high-quality services and strictly adhere to the Franchise System and Brand Standards. This encompasses various operational aspects detailed within the franchise agreement.

Specifically, franchisees must follow standards, procedures, and requirements for participating in the MSC (likely a customer management system) and addressing customer complaints. This includes potentially reimbursing Big Blue Swim School for out-of-pocket costs if the franchisee fails to resolve complaints adequately. Franchisees must also adhere to price advertising policies and any pricing requirements set for services and products, including participation in national, regional, and local promotions.

Furthermore, franchisees are responsible for training their supervisory personnel to follow Brand Standards and for ensuring quality assurance through safety audits, guest satisfaction programs, and consumer surveys. Compliance with loyalty programs and the use of approved payment systems and digital applications are also essential for maintaining customer relationships and satisfaction. By adhering to these standards, Big Blue Swim School aims to ensure a consistent and positive experience for all customers, which is crucial for long-term customer retention.