Repeatability

Clear Nonnegotiables

87

business of vehicle glass replacement and repair. The company

allows the use of local brands in each country where it oper-

ates—this is primarily a local business, and insurance practices

and rules for payment vary enormously. However, the essence of

the franchise agreement includes a range of well-defined nonne-

gotiables that the company refers to as the “Belron way of doing

things.” This includes especially a specific set of principles and

practices for customer service, which Belron sees as a key differ-

entiator, and which have been assembled into what Belron calls

its Customer Delight Acceleration program, which consists of

four tightly prescribed modules, its nonnegotiables. The pro-

gram itse ...