What standards of service are Boulder Designs franchisees required to maintain in the operation of their franchised business?
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 must maintain high standards of quality and service. This encompasses not only the franchisee's own conduct but also that of their employees and contracted personnel. Franchisees are expected to provide prompt, courteous, and efficient service to all customers. Addressing customer complaints quickly and effectively is a key component of these standards, with franchisees expected to resolve issues immediately and, when immediate resolution isn't possible, to make their best efforts to find a solution as soon as possible, often giving the customer the benefit of the doubt.
The FDD emphasizes that all interactions with customers, vendors, and the general public should adhere to the highest standards of honesty, fair dealing, and ethical conduct. Boulder Designs has the right to intervene if they believe a franchisee has not adequately addressed customer complaints, and they can charge the franchisee for the costs associated with resolving these issues. Failure to adhere to these standards can result in termination of the franchise agreement.
To ensure compliance with these standards, Boulder Designs retains the right to inspect the franchised business at reasonable times. These inspections can include observing how services are rendered, examining facilities and equipment, and reviewing reports and documents. Boulder Designs may also make suggestions or give mandatory instructions to ensure compliance with quality standards and to protect the goodwill and image of the Boulder Designs system. Franchisees are also expected to promote and increase sales and recognition of Boulder Designs services and products.