Is a Buona franchisee required to give prompt, courteous, and efficient service?
Buona Franchise · 2025 FDDAnswer from 2025 FDD Document
re which in any way regulate or affect the operation of the Franchised Business including but not limited to obtaining all required food handling and other permits, certificates, business licenses, health department approvals and similar items;
- (k) To pay promptly all taxes and business expenses; and
- (l) To comply with all laws, ordinances, rules and regulations, rulings and orders of public authorities covering occupational hazards, accommodations for the disabled and equal access laws including but not limited to the Americans with Disabilities Act, workers' compensation insurance, and unemployment insurance.
- 10.3 Purchase of Products and Services; Designated and Approved Suppliers. The reputation and goodwill of Buona Businesses is based on, and can be maintained only by, the provision and sale of highquality services and products and the provision, presentation and packaging of those services and products
in an efficient and appealing manner. Franchisor has developed standards and specifications for various services, products, furniture, fixtures, signs, equipment and supplies incorporated in or used in connection with the services and products authorized for sale at Buona Businesses. Franchisor has also developed standards and specifications for suppliers of certain of the above products and services, including standards and requirements relating to product quality, prices, consistency, safety, reliability, financial capability, and customer relations. Franchisor will provide Franchisee with a list of designated and approved suppliers.
Source: Item 23 — RECEIPTS (FDD pages 78–356)
What This Means (2025 FDD)
According to Buona's 2025 Franchise Disclosure Document, maintaining the brand's reputation hinges on providing high-quality services and products in an efficient and appealing manner. This suggests that franchisees are expected to prioritize efficiency in their service.
Buona establishes standards and specifications for services and products, as well as for suppliers, which include requirements relating to customer relations. Furthermore, the approval of suppliers may be conditional on standards of service, including prompt attention to complaints.
Therefore, while the FDD does not explicitly use the words "courteous" or "prompt," the emphasis on efficiency, customer relations, and the handling of complaints indicates that Buona franchisees are expected to provide a high level of service, which implicitly includes elements of promptness and courtesy.