What is a Fly To Fit franchisee required to do regarding customer complaints?
Fly_To_Fit Franchise · 2024 FDDAnswer from 2024 FDD Document
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Fly To Fit Franchise may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Fly To Fit Franchise may require Franchisee to reimburse Fly To Fit Franchise for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Fly To Fit Franchise for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping.
Fly To Fit Franchise shall share with Franchisee the results of these programs, as they pertain to the Business.
Franchisee must meet or exceed any minimum score requirements set by Fly To Fit Franchise for such programs.
Fly To Fit Franchise may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 22 — CONTRACTS (FDD page 44)
What This Means (2024 FDD)
According to Fly To Fit's 2024 Franchise Disclosure Document, franchisees are required to exert their best effort to promptly resolve any customer complaints. Fly To Fit retains the right to take any action it deems necessary to resolve customer complaints regarding the franchisee's business, and may require the franchisee to reimburse Fly To Fit for any expenses incurred in resolving the complaints.
Fly To Fit franchisees must participate in programs required by Fly To Fit for obtaining customer evaluations, reviewing compliance with the Fly To Fit system, and managing customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Fly To Fit will share the results of these programs with the franchisee as they pertain to their business.
Furthermore, Fly To Fit may set minimum score requirements for these programs, and may also set minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. This means that franchisees need to actively manage their online reputation and customer feedback to meet Fly To Fit's standards.
These requirements ensure that Fly To Fit franchisees maintain a high level of customer service and address complaints effectively, while also allowing Fly To Fit to monitor and manage customer satisfaction across all franchise locations. Franchisees should be prepared to invest time and resources into customer service and reputation management to comply with these requirements.