What is the required response time for Cool Binz to acknowledge a customer's request with acceptance and scheduling information?
Cool_Binz Franchise · 2025 FDDAnswer from 2025 FDD Document
If a NORA job is referred to you, you agree to abide by the System, methods and procedures, as outlined in the Operations Manual and System Standards or otherwise in writing (as defined in Section 3.E of this Agreement), which include, but are not limited to the following:
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- Respond to the Customer within 60 minutes with acceptance and scheduling information. If a call comes in after your normal operating hours, you must respond within 60 minutes of opening. If you do not make contact with the Customer within two (2) hours of receiving a job (or two (2) hours of opening if it came in after hours), the job will be deemed to have been turned down. We may then assign the job to the closest Affiliate in compliance with their franchise agreement with no compensation to you.
Source: Item 23 — RECEIPTS (FDD pages 63–238)
What This Means (2025 FDD)
According to Cool Binz's 2025 Franchise Disclosure Document, if a franchisee receives a job referral through the NORA program, they must respond to the customer within 60 minutes with acceptance and scheduling information. If the request comes in after the franchisee's normal operating hours, the franchisee has 60 minutes from the time they open to respond.
If the franchisee fails to contact the customer within two hours of receiving the job (or two hours of opening if the request was received after hours), the job is considered turned down. In this case, Cool Binz may assign the job to the closest affiliate, without any compensation to the original franchisee.
This requirement ensures that customers receive prompt service and that Cool Binz maintains a high level of customer satisfaction. It also highlights the importance of franchisees adhering to the System standards and procedures outlined in the Operations Manual and System Standards.