What customer service or retention program requirements must a Hydrodog franchisee comply with to avoid termination?
Hydrodog Franchise · 2025 FDDAnswer from 2025 FDD Document
the upkeep of the HydroDog Vehicle established in the Manuals and by federal, state and local laws.
- 11.5 Hours of Operation. You agree to operate your HydroDog Business during the hours and on the days prescribed by us in the Manuals or otherwise approved in advance in writing by us.
- 11.6 Customer Service Programs and Customer Retention Programs. You acknowledge and agree that you must participate in any customer service program or customer retention program which we may establish from time to time. You acknowledge and agree that your failure to comply in all respects with the requirements of any such customer service program or customer retention program, or your failure to achieve customer satisfaction results in accordance with our required customer satisfaction index score for any customer service program, as determined by us in our sole business judgment, or your failure to achieve our required customer retention rate for any customer retention program, as determined by us in our sole business judgment, shall be sufficient grounds for us in our sole business judgment to: (i) require your mandatory attendance at any remedial training program that we specify at your sole cost and expense, (ii) deem your Territory non-exclusive and authorize any other person to operate a HydroDog business within the Territory, (iii) impose monetary penalties as specified in our then-current operations manual, and/or (iv) terminate this Agreement effective immediately upon your receipt of our written notice to you.
- 11.7 Accounting, Computers and Records**.** It is your responsibility to obtain accounting services and any required hardware or software related to them, from suppliers approved by us. You will at all times maintain the records reasonably specified in the Manuals, including, without limitation, sales, inventory and expense information.
Source: Item 23 — RECEIPTS (FDD pages 43–166)
What This Means (2025 FDD)
According to Hydrodog's 2025 Franchise Disclosure Document, franchisees must participate in any customer service or retention programs that Hydrodog establishes. Failure to comply with these programs can lead to serious consequences. Specifically, if a franchisee doesn't meet the requirements of these programs or fails to achieve the required customer satisfaction index score or customer retention rate, Hydrodog has the right to take corrective actions. These actions are determined by Hydrodog in its sole business judgment.
The potential consequences for non-compliance include mandatory attendance at remedial training programs (at the franchisee's expense), deeming the franchisee's territory non-exclusive (allowing Hydrodog to authorize another Hydrodog business within the territory), imposing monetary penalties as specified in the operations manual, and even terminating the franchise agreement immediately upon written notice.
To avoid termination, Hydrodog franchisees must adhere to all requirements of any customer service or customer retention programs implemented by the franchisor. They must also meet the customer satisfaction index scores and customer retention rates that Hydrodog requires. These metrics are determined by Hydrodog, giving them significant control over the evaluation process. This highlights the importance of understanding and diligently following Hydrodog's customer service and retention guidelines to maintain the franchise agreement and avoid penalties.