Can Hydrodog require mandatory attendance at remedial training programs for customer service failures?
Hydrodog Franchise · 2025 FDDAnswer from 2025 FDD Document
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.
Source: Item 23 — RECEIPTS (FDD pages 43–166)
What This Means (2025 FDD)
According to Hydrodog's 2025 Franchise Disclosure Document, franchisees may be required to attend remedial training programs at their own expense if they fail to meet customer service standards. Specifically, if a franchisee fails to comply with customer service or retention program requirements, or does not achieve the required customer satisfaction index score or retention rate, Hydrodog has the right to mandate attendance at a remedial training program.
This requirement is determined by Hydrodog in its sole business judgment. The franchisee is responsible for covering all costs and expenses associated with this remedial training. This could include travel, lodging, and the cost of the training program itself.
In addition to mandatory training, Hydrodog may also deem the franchisee's territory non-exclusive, allow others to operate within that territory, impose monetary penalties, or even terminate the franchise agreement if customer service standards are not met. This highlights the importance Hydrodog places on maintaining consistent customer service across all franchise locations and the potential financial and operational consequences for franchisees who fail to meet these standards.