What is the Devon Creek franchisee's obligation regarding exceeding customer expectations?
Devon_Creek Franchise · 2024 FDDAnswer from 2024 FDD Document
Franchisee acknowledges Franchisor's philosophy that exceeding customers' expectations is essential to Franchisee's success as well as the reputation and success of the System and other Devon Creek franchisees and that all System franchisees shall endeavor to go above and beyond expectations and generosity in all customer dealings.
Accordingly, Franchisee agrees to: (i) use its best efforts to ensure the complete satisfaction of each of Franchisee's customers; (ii) apply the highest standards of customer service and use good faith in all dealings with customers, potential customers, referral sources, suppliers and creditors; (iii) respond to customer complaints in a courteous, prompt, and professional manner; (iv) use its best efforts to promptly and fairly resolve customer disputes; and (v) within twenty-four (24) hours of receiving a request from Franchisor, provide Franchisor a written summary of the dispute.
If Franchisee fails to resolve a dispute with a customer, for any reason whatsoever, Franchisor, in its sole discretion and for the sole purpose of protecting the goodwill and reputation of the System and the Marks, may (but shall not be obligated to) investigate the matter and take such action as Franchisor may deem necessary or appropriate to resolve the dispute fairly and promptly, including, but not limited to, the issuance of a refund on Franchisee's behalf.
Within ten (10) days after receiving notice thereof, Franchisee shall reimburse Franchisor for any amounts refunded to a customer on Franchisee's behalf. Franchisee hereby authorizes Franchisor to take payment of refunded amounts, at Franchisor's option, through electronic funds transfer or ACH payment. Nothing contained in this Section or any other provision of this Agreement shall be construed to impose liability upon Franchisor to any third party for any action by or obligation of Franchisee.
Source: Item 22 — CONTRACTS (FDD page 45)
What This Means (2024 FDD)
According to the 2024 Devon Creek Franchise Disclosure Document, franchisees must recognize that exceeding customer expectations is crucial for their success, the reputation of the Devon Creek system, and the success of other franchisees. Devon Creek franchisees are expected to strive to surpass expectations in all customer interactions.
To meet this standard, franchisees must use their best efforts to ensure customer satisfaction, apply the highest standards of customer service, and act in good faith when dealing with customers, potential customers, referral sources, suppliers, and creditors. Franchisees are also required to respond to customer complaints promptly, courteously, and professionally, and to resolve disputes fairly and quickly.
Furthermore, the Devon Creek franchisee must provide the franchisor with a written summary of any customer dispute within 24 hours of receiving a request from the franchisor. If the franchisee cannot resolve a dispute, Devon Creek has the option to step in and take action, including issuing a refund on the franchisee's behalf to protect the brand's reputation. The franchisee is then obligated to reimburse Devon Creek for any such refunds within ten days of receiving notice. Devon Creek is authorized to take payment of refunded amounts through electronic funds transfer or ACH payment.