Who is responsible for communicating with the customer to complete a Boulder Designs National Headstone Program project?
Boulder_Designs Franchise · 2025 FDDAnswer from 2025 FDD Document
this Agreement and other terms and conditions of the Franchise Agreement, which Franchisor may change at their sole discretion upon 15 days' notice to the Franchisee. Prospective customer has an option to design their own headstone using the National
Franchise Agreement | 2025
Headstone Program webpage and submit it to obtain an estimate on cost or in the alternative they may choose to e-mail the Franchisor's design department for direct questions regarding design and pricing. Once the customer is approved the Franchisor may collect the Project Deposit (as defined below) and provide design proof if available and customer information to the Franchisee for construction. Franchisee shall be solely responsible for any communication with the customer to complete the project per design and/or any specifications provided by the customers. Franchisee shall send picture of completed project to the customer for review and approval.
Source: Item 22 — CONTRACTS (FDD page 50)
What This Means (2025 FDD)
According to Boulder Designs' 2025 Franchise Agreement, the franchisee is primarily responsible for communicating with the customer to complete projects under the National Headstone Program. Specifically, after the franchisor provides the design proof and customer information, the franchisee is responsible for communicating with the customer to complete the project according to the design and any customer specifications. The franchisee must also send a picture of the completed project to the customer for their review and approval.
This means that Boulder Designs franchisees will have direct interaction with customers during the production phase of headstone projects. This includes clarifying design details, providing updates, and ensuring the final product meets the customer's expectations. Good communication skills will be essential for franchisees to manage customer relations effectively and ensure customer satisfaction.
However, the Boulder Designs franchisor may also reach out to the customer to ensure satisfaction and provide a lifetime warranty, though they are not obligated to do so. Additionally, the franchisee is responsible for collecting any additional information directly from a customer for creation and construction of the product and for finalizing the design for the customer and submitting it to the franchisor.
It's important to note that the franchisee is also responsible for delivering and installing the product at the customer's requested location and may charge reasonable delivery and installation fees. The franchisee is also responsible for any repair or replacement work to the end client within thirty days, subject to reasonable work conditions due to climate after the franchisee is served a valid claim from the customer.