What is a Fly To Fit franchisee's obligation 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 obligated to use their best efforts to promptly resolve any customer complaints. Fly To Fit retains the right to take any action it deems appropriate to resolve customer complaints regarding the franchisee's business. Moreover, Fly To Fit can require the franchisee to reimburse Fly To Fit for any expenses incurred in resolving these 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, including minimum scores that franchisees must receive from the public on internet review sites like Yelp or Google. These measures ensure that Fly To Fit maintains a consistent standard of customer service and addresses any issues that may arise, while also allowing Fly To Fit to monitor and manage the franchisee's performance in these areas.