What efforts must a Bombs Away franchisee make to resolve customer complaints?
Bombs_Away Franchise · 2024 FDDAnswer from 2024 FDD Document
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Bombs Away Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Bombs Away Franchising may require Franchisee to reimburse Bombs Away Franchising for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Bombs Away Franchising for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping.
Bombs Away Franchising shall share with Franchisee the results of these programs, as they pertain to the Business.
Franchisee must meet or exceed any minimum score requirements set by Bombs Away Franchising for such programs.
Bombs Away Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 22 — CONTRACTS (FDD pages 35–36)
What This Means (2024 FDD)
According to Bombs Away's 2024 Franchise Disclosure Document, franchisees are expected to make significant efforts to resolve customer complaints. Specifically, the franchisee must use their best efforts to promptly resolve any customer complaints. Bombs Away also retains the right to take any action it deems appropriate to resolve customer complaints, and may require the franchisee to reimburse Bombs Away for any expenses incurred in doing so.
Bombs Away requires franchisees to participate in programs designed to obtain customer evaluations, review compliance with the Bombs Away system, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Bombs Away will share the results of these programs with the franchisee as they pertain to their business, and franchisees must meet or exceed any minimum score requirements set by Bombs Away for these programs. Bombs Away may also set minimum scores that franchisees must receive from the public on internet review sites.
These requirements highlight the importance Bombs Away places on customer satisfaction and maintaining brand reputation. The franchisee bears the responsibility for addressing complaints and participating in evaluation programs, but Bombs Away retains ultimate control and the ability to intervene and charge the franchisee for associated expenses. This could create a financial risk for franchisees if Bombs Away deems it necessary to take over complaint resolution.