After completing initial training, what is a required action regarding National Accounts business for a Brightstar Care franchisee?

According to Brightstar Care's 2025 Franchise Disclosure Document, after completing initial training, a franchisee must sign up for all National Accounts business. The franchisee is also required to service any National Accounts business that Brightstar Care refers to them. This service must be in accordance with the terms of the National Accounts contract and the guidelines contained in the Operations Manual, including any service requirements based upon National Accounts gross margin percentages detailed in the Operations Manual.

This requirement means that a Brightstar Care franchisee cannot pick and choose which National Accounts they want to work with. They are obligated to participate in the National Accounts program and fulfill the service requirements as outlined by Brightstar Care. This could involve specific service standards, pricing, or operational procedures that the franchisee must adhere to.

Furthermore, the FDD states that a franchisee cannot solicit business from, provide services to, or negotiate rates directly with any National Accounts customer without Brightstar Care's express prior authorization. However, Brightstar Care's consent will not be unreasonably withheld. This restriction ensures that Brightstar Care maintains control over its relationships with National Accounts and that all franchisees operate under a consistent set of guidelines. This also applies within the franchisee's Protected Territory.

Failure to comply with these requirements can have consequences. If a franchisee declines to service a National Accounts customer without prior authorization, or if a customer files a written complaint that the franchisee cannot or chooses not to resolve, Brightstar Care has the right to provide services directly to that customer within the franchisee's Protected Territory. Brightstar Care may also grant permission to another franchisee or an independent service provider to service that customer. This will continue until the original franchisee demonstrates their willingness and ability to service the National Accounts customer in compliance with the Franchise Agreement or satisfactorily addresses the customer's complaint.