What is a Boulder Designs franchisee required to do if a customer complaint cannot be immediately resolved?
Boulder_Designs Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee acknowledges that the quality of customer service, and every detail of appearance and demeanor of Franchisee and its employees, is material to protect the reputation and goodwill of the Marks and this Agreement and the relationship created hereby. Therefore, Franchisee shall endeavor to maintain and
require from its employees and contracted personnel, if applicable, high standards of quality and service in the operation of the Franchised Business. Franchisee shall at all times give prompt, courteous and efficient service to customers of the Franchised Business. Franchisee shall immediately resolve any customer complaints regarding the quality of service of the Franchised Business or any similar complaints. When any customer complaints cannot be immediately resolved, Franchisee shall use his/her best efforts to resolve the customer complaints as soon as practicable and shall, whenever feasible, give the customer the benefit of the doubt. The Franchised Business shall in all dealings with its customers, vendors and the general public, adhere to the highest standards of honesty, fair dealing and ethical conduct. If Franchisor, in its sole discretion, determines that its intervention is necessary or desirable to protect the System or the goodwill associated with the System, or if Franchisor, in its sole discretion, believes that Franchisee has failed to adequately address or resolve any customer complaints, Franchisor may, without Franchisee's consent, resolve any complaints and charge Franchisee an amount sufficient to cover Franchisor's reasonable costs and expenses in resolving the customer complaints, which amount Franchisee shall pay to Franchisor immediately on demand. Franchisor has the right to terminate this Agreement for violation of this Section.
Source: Item 22 — CONTRACTS (FDD page 50)
What This Means (2025 FDD)
According to Boulder Designs' 2025 Franchise Disclosure Document, franchisees are expected to address customer complaints promptly. Specifically, if a Boulder Designs franchisee cannot immediately resolve a customer complaint, they must use their best efforts to resolve the complaint as soon as practicable and, whenever feasible, give the customer the benefit of the doubt.
Boulder Designs emphasizes the importance of customer service and requires franchisees to maintain high standards of quality and service. Franchisees must provide prompt, courteous, and efficient service to customers. This obligation extends to all dealings with customers, vendors, and the general public, requiring adherence to the highest standards of honesty, fair dealing, and ethical conduct.
Furthermore, Boulder Designs retains the right to intervene if it believes a franchisee has failed to adequately address a customer complaint. In such cases, Boulder Designs may resolve the complaint directly and charge the franchisee an amount sufficient to cover the franchisor's reasonable costs and expenses. Failure to adhere to these customer service standards can result in termination of the Franchise Agreement.