Does the definition of 'System Standards' for a Bombs Away franchise include standards for customer service?
Bombs_Away Franchise · 2024 FDDAnswer from 2024 FDD Document
"System Standards" means, as of any given time, the then-current mandatory procedures, requirements, and/or standards of the System as determined by Bombs Away Franchising, which may include without limitation, any procedures, requirements and/or standards for appearance, business metrics, cleanliness, customer service, design, equipment, inventory, marketing and public relations, operating days, operating hours, presentation of Marks, product and service offerings, quality of products and services (including any guaranty and warranty programs), reporting, safety, technology (such as computers, computer peripheral equipment, smartphones, point-of-sale systems, back-office systems, information management systems, security systems, video monitors, other software, backup and archiving systems, communications systems (including email, audio, and video systems), payment acceptance systems, and internet access, as well as upgrades, supplements, and modifications thereto), uniforms, and vehicles.
Source: Item 22 — CONTRACTS (FDD pages 35–36)
What This Means (2024 FDD)
According to Bombs Away's 2024 Franchise Disclosure Document, the definition of 'System Standards' does include standards for customer service. Bombs Away Franchising determines the mandatory procedures, requirements, and standards for the System. These standards encompass various aspects of the business, including customer service.
This means that as a Bombs Away franchisee, you must adhere to the standards set by the franchisor regarding how you and your employees interact with and serve customers. These standards could cover areas such as communication, problem-solving, and overall customer experience. Bombs Away Franchising also has the right to resolve customer complaints and may require the franchisee to reimburse any expenses incurred.
Bombs Away also requires franchisees to participate in programs for obtaining customer evaluations, reviewing compliance with the system, and managing customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Franchisees must meet or exceed any minimum score requirements set by Bombs Away Franchising for such programs, including scores from internet review sites like Yelp or Google. Franchisees must also ensure their personnel render competent and courteous service to all customers.