What is the Devon Creek Franchisor's philosophy regarding customer satisfaction?
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, the franchisor emphasizes exceeding customer expectations as vital to the franchisee's success, the reputation of the Devon Creek system, and the success of other franchisees. Devon Creek expects franchisees to go above and beyond in all customer interactions.
To meet these expectations, Devon Creek requires franchisees to prioritize customer satisfaction, maintain high standards of customer service, and handle complaints promptly and professionally. Franchisees must also make their best effort to resolve customer disputes fairly. The franchisee is required to provide the franchisor with a written summary of any dispute within 24 hours of receiving a request from the franchisor.
If a franchisee cannot resolve a customer dispute, Devon Creek reserves the right to intervene to protect its brand's goodwill and reputation. Devon Creek may investigate the matter and take action to resolve the dispute, including issuing a refund on the franchisee's behalf. The franchisee is then obligated to reimburse Devon Creek for any refunded amounts within ten days of notification. Devon Creek is authorized to take payment of refunded amounts through electronic funds transfer or ACH payment.