Where can I find the Customer Service Standards for a Crave franchise?
Crave Franchise · 2025 FDDAnswer from 2025 FDD Document
nd design plans and specifications adapted for construction and/or improvement of your Restaurant in accordance with Article 2 using an architect or design that we have approved or designated.
5.4 Confidential Operations Manual
We will provide, on loan, our Confidential Operations Manual and such other manuals and written materials as we shall have developed for use in the Franchised Business (as the same may be revised by us from time to time, the "Manual"), as more fully described in Section 10.1. The Manual may, in our discretion, be provided electronically or via an intranet website for all Crave businesses in the System.
5.5 Visits and Evaluations
We will visit the Franchised Business and evaluate the products sold and services rendered therein from time to time as reasonably determined by us, as more fully described in Section 7.5.6.
5.6 Marketing and Promotional Materials
We shall have the right to review and approve or disapprove all marketing and promotional materials that you propose to use, pursuant to Article 8.
Source: Item 23 — RECEIPTS (FDD pages 63–253)
What This Means (2025 FDD)
According to Crave's 2025 Franchise Disclosure Document, the Customer Service Standards are found in the Confidential Operations Manual. Item 5.4 states that Crave will provide its Confidential Operations Manual, including any revisions, for use in the Franchised Business. The manual may be provided electronically or via an intranet website for all Crave businesses in the System.
Additionally, Section 7.5.7 states that franchisees must maintain a competent, conscientious, trained staff to ensure employees preserve good customer relations and comply with any dress code that Crave may reasonably prescribe from time to time.
Section 7.11 discusses the Mystery Shopper Service, where Crave may designate an independent evaluation service to conduct a "mystery shopper" quality control and evaluation program with respect to Franchised Businesses. Franchisees agree that the Franchised Business will participate in such mystery shopper program, as prescribed and required by Crave, and pay all fees related to such mystery shopper program.
Section 7.11 and 7.5.7, in conjunction with the Confidential Operations Manual, outline the standards and expectations for customer service within a Crave franchise.