What standards must a Cool Binz franchisee adhere to when providing services to NORA customers?
Cool_Binz Franchise · 2025 FDDAnswer from 2025 FDD Document
You agree to provide services to all NORA customer referrals within your Territory. You further agree to provide all services in strict adherence to the COOL BINZ performance and process standards and all service guidelines and performance standards of the NORA. You may be required to enter into a service agreement to participate in certain NORA programs.
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.
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- If you are conducting a NORA project, and the Customer has additional requirements, you agree to follow those requirements, which will be provided to you in writing. You may be required to sign a contract with the Customer amending the base NORA national contract for that service location. All work is subject to the terms, conditions and pricing established by us for that national contract or the National Strategic Partner as a prerequisite for participation in these programs. These terms may vary depending on the situations and circumstances.
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- In the event that you do not comply with all of the requirements in a NORA national contract, or if we are directed by a NORA Customer at any time for any reason to not have you perform a NORA job in the Territory, then we reserve the right to refer such NORA business to another COOL BINZ Affiliate and you agree to fully indemnify us for any non-compliant work you perform on a NORA project.
You acknowledge and agree that the operation and maintenance of your COOL BINZ Business according to System Standards is essential to preserve the goodwill for the Marks and all COOL BINZ franchisees. Therefore, at all times during the term of this Agreement, you agree that the Managing Owner or, if applicable, the Designated General Manager, devote your full-time best efforts to operate and maintain your Business according to each and every System Standard, even if you believe that a System Standard is not in the System's or your franchise's best interests. System Standards may be periodically modified and supplemented during the term of this Agreement and you must comply with any such changes immediately upon notice to you.
Source: Item 23 — RECEIPTS (FDD pages 63–238)
What This Means (2025 FDD)
According to Cool Binz's 2025 Franchise Disclosure Document, franchisees must adhere to specific standards when providing services to National and Regional Account (NORA) customers. These standards encompass Cool Binz's performance and process standards, as well as the specific service guidelines and performance standards set by the NORA customer. Franchisees may also be required to enter into a service agreement to participate in certain NORA programs. This ensures uniformity and quality in service delivery across all NORA clients.
Cool Binz franchisees must also follow the System, methods, and procedures outlined in the Operations Manual and System Standards. This includes responding to the customer within 60 minutes with acceptance and scheduling information, even outside of normal operating hours. If additional requirements are specified by the NORA customer, the franchisee must adhere to those requirements, which will be provided in writing. All work is subject to the terms, conditions, and pricing established by Cool Binz for the national contract or the National Strategic Partner.
Failure to comply with NORA contract requirements or if a NORA customer requests that a specific franchisee not perform a job, Cool Binz reserves the right to assign the work to another Cool Binz affiliate. The original franchisee may be held responsible for indemnifying Cool Binz for any non-compliant work performed on a NORA project. While Cool Binz will attempt to resolve any concerns raised by a NORA customer, the final decision rests with Cool Binz to ensure the NORA customer's needs are met, potentially impacting which franchisee provides the service.
These standards are essential for maintaining the goodwill associated with the Cool Binz brand and ensuring consistent service quality for national and regional accounts. Franchisees must operate their Cool Binz business according to these System Standards, even if they believe a standard is not in their best interest. Cool Binz may modify these standards periodically, and franchisees must comply with any such changes immediately upon notice.