One of Market United Kingdom’s main goals is to provide the most effective and efficient service to its Independent UnFranchise® Owners. Each administrative department’s ultimate objective is to be friendly and fair while maintaining consistent and aligned adherence to the requirements of the UnFranchise Business. By supporting and implementing the following general communications prerequisites, Independent UnFranchise Owners and Market United Kingdom will achieve the best service possible.
(A) Correspondence:
(1) Market United Kingdom UnFranchise Manual: Policies and procedures found in the Market United Kingdom UnFranchise Manual govern all functions and activities both in the field and at the corporate office. Independent UnFranchise Owners should have the latest edition of the UnFranchise Manual readily available for reference when communicating with the corporate office.
(2) Available Mediums: There are several channels available for communicating with Market United Kingdom. Among them is mail, telephone, voice mail or email.
(3) Independent UnFranchise Owner Information: Independent UnFranchise Owners need to ensure that their addresses (mailing, shipping, and email when applicable) and telephone numbers are accurate and up to date.
(4) Market United Kingdom Response: Independent UnFranchise Owners should assemble all supporting documentation and needed information prior to contacting Market United Kingdom (Independent UnFranchise Owners should contact their upline Certified Executive Coordinator or Certified Trainer for guidance in assembling this information). This information will greatly reduce research time and ensure a timely and accurate response. In addition, Independent UnFranchise Owners should provide the respective department with the best way to get back to them (i.e., phone numbers and times).
(5) Independent UnFranchise Owner Follow-Up: If Market United Kingdom responds back to an Independent UnFranchise Owner’s inquiry and the company requires additional information, it is the Independent UnFranchise Owner’s responsibility to obtain the information and initiate the follow-up. In the event that a follow-up is not initiated, Market United Kingdom will consider the inquiry satisfied.
(6) Market United Kingdom Addresses: Sending mail to the wrong address may cause loss of mail and/or processing delays.
(a) Signature Required: Mail this correspondence to Market United Kingdom’s physical address: Salisbury House, 5 Cranmer Road, London SW9 6EJ
(7) Responsibility/Accountability: Market United Kingdom cannot be responsible or accountable for mail and/or faxes being delivered on time or as expected. It is advised that Independent UnFranchise Owners check for receipts via their UnFranchise Management System (UFMS), MARVIN, or by calling the UnFranchise Services Centre.
(B) Paperwork/Documentation:
(1) Independent UnFranchise Owners are responsible for the validity and accuracy of all paperwork submitted to the company. Market United Kingdom processes paperwork as it is received. Market United Kingdom CANNOT alter submitted paperwork, so please make sure it is correct before it is submitted to the company.
(2) All paperwork needs to be mailed on its original form with the Independent UnFranchise Owner’s signature, unless otherwise instructed by the company. If a specific representative request for paperwork to be sent in otherwise, it should go to that representative’s attention.
(3) Independent UnFranchise Owners must stay on top of their businesses. Please deal with problems that may occur in a timely manner. The longer an Independent UnFranchise Owner waits, the harder or sometimes less likely, will the problem be able to be resolved. In some cases, Independent UnFranchise Owners could lose valuable time and money.
(C) Telephone Calls:
(1) Please remember that an Independent UnFranchise Owner’s first responsibility is to learn the policies and procedures listed in the UnFranchise Manual. It is also a requirement that Independent UnFranchise Owners are trained by their upline. The upline has a vested interest in making sure that downline Independent UnFranchise Owners and their businesses succeed. The upline is an Independent UnFranchise Owner’s point of reference, to whom he/she should go for help and advice.
(2) Before contacting the company, Independent UnFranchise Owners should first verify what is in the UnFranchise Manual. Second, Independent UnFranchise Owners should contact their sponsor, Certified Executive Coordinator, Certified Trainer, and/or Advisory Council Member. If Independent UnFranchise Owners don’t know who these upline Independent UnFranchise Owners are, they can call the UnFranchise Services Centre for their names and telephone numbers.
(3) Phone calls should be limited to five minutes. UnFranchise Owners need to have all details and information ready. This includes: all Independent UnFranchise Owner names, ID numbers, dates, cheque or money order numbers, order numbers, etc. Note: If Independent UnFranchise Owners have detailed or multiple questions, or a complicated problem, it is better to send a detailed email instead.
(4) Independent UnFranchise® Owners should keep a log of the date of each call, the person spoken to, a summary of the problem, and the answer that was given. Independent UnFranchise Owners need to allow sufficient time for Market United Kingdom to respond to the inquiry before calling again. It is a good idea to keep a log of calls to the upline in the same manner as well.
(5) Only one Independent UnFranchise Owner from the field should call the company about a certain situation. That Independent UnFranchise Owner should speak with the same representative until the issue is resolved. If more than one Independent UnFranchise Owner does call, all parties need to deal with the person at the company already handling the problem.
(6) Again, Independent UnFranchise Owners should consult the UnFranchise Manual and their upline first before calling the corporate office. The upline should be able to handle most questions or inquiries brought to them. Sometimes, however, Independent UnFranchise Owners need to contact the corporate office. Independent UnFranchise Owners should be sure to call the correct department and/or person regarding each situation (see The Company — Organisation).
(7) When Independent UnFranchise Owners receive correspondence (via email, fax, mail, phone, or voice mail) from someone in a specific department, they need to deal with that person/department, unless otherwise instructed by the company.
(E) Electronic Mail:
(1) Independent UnFranchise Owners can electronically email requests to customersupport@marketamerica.com.
(2) All email transmissions need to include the Independent UnFranchise Owner’s name and ID number so that Market United Kingdom is able to respond.
(3) Market United Kingdom will try to respond to all email requests with a valid ID number and valid return email address within two business days.
All Independent UnFranchise Owners should utilise the voice mail services provided by Market United Kingdom. The company uses voice mail to communicate urgent messages to Independent UnFranchise Owners en masse. Voice mail is also a powerful management tool for Independent UnFranchise Owners to use in communication with their downline organisation.
GMTSS Online should be used to give access to all meetings, trainings, seminars and conventions being held nationwide. DO NOT call the office for schedules and locations.
MARVIN is a state-of-the-art voice-response system that allows Independent UnFranchise Owners to access the most pertinent information about their business 24 hours a day, seven days a week by dialling 0845 257 8041. After Independent UnFranchise Owners dial the MARVIN number and listen to the greeting, they should press 1 for the Independent UnFranchise Owner Information Service. Independent UnFranchise Owners will be prompted to enter the nine-digit Independent UnFranchise Owner identification number of the business they are inquiring about. Independent UnFranchise Owners will then be presented with a main menu of options from which to make an applicable selection. Independent UnFranchise Owners may press “*” at any time to return to the Main Menu.