What standards of service are Itan franchisees and their staff required to provide?
Itan Franchise · 2025 FDDAnswer from 2025 FDD Document
- 11.14.Standards of Service and Professionalism. You and your staff must at all times provide prompt, courteous, friendly and efficient service to all customers.
If you receive a customer complaint, you must follow the complaint resolution process we specify to protect the goodwill associated with the Marks.
You must also treat your employees and our staff with honesty and respect.
- 11.15.Quality Assurance Programs. For quality control purposes we may periodically: (a) inspect your Salon in accordance with §6.4 and §16.1; and/or (b) hire mystery shoppers or quality assurance firms to inspect your Salon.
Inspections may address a variety of issues, including customer service, safety, sanitation, inventory rotation, etc.
You must fully cooperate with all inspections.
Source: Item 23 — RECEIPT (FDD pages 44–190)
What This Means (2025 FDD)
According to Itan's 2025 Franchise Disclosure Document, franchisees and their staff must consistently deliver prompt, courteous, friendly, and efficient service to all customers. This requirement aims to ensure customer satisfaction and uphold the goodwill associated with the Itan brand. Franchisees are also obligated to treat their employees and Itan staff with honesty and respect, fostering a positive and ethical work environment.
To maintain service quality, Itan mandates adherence to a specified complaint resolution process for addressing customer issues. This process is designed to protect the brand's reputation and ensure that customer concerns are handled effectively. Additionally, Itan may implement quality assurance programs, including periodic inspections of the salon and the use of mystery shoppers or quality assurance firms to assess customer service, safety, sanitation, and inventory management. Franchisees are required to fully cooperate with these inspections.
These standards are further detailed in Itan's confidential brand standards manual for salon operations, referred to as the 'Manual'. Franchisees must also establish specific hours of operation and submit them for approval, ensuring that the salon is open during the minimum days and hours outlined in the Manual, unless otherwise restricted by lease agreements or legal requirements. By enforcing these standards, Itan aims to ensure a consistent and positive customer experience across all franchise locations, which is crucial for maintaining brand integrity and customer loyalty.