customer receive numerous guarantees , including lifetime parts warranties exchange privileges, and in-home consultations . follow-up telephone calls ask customers about their feeling toward all aspects of their experience with the purchase . they are asked about store appearance , if the merchandise was in excellent condition when delivered, if it is sufficient to meet their needs, how the delivery personnel performed , and so on . as one franchise owner sums it up, the best way to assure quality is through product inspection and maket research