A. General 1. The successful Offeror, hereafter referred to as the Contractor, will perform important Services for the Town and its customers. The appearance of the Contractor’s vehicles, carts and employees is a reflection upon the Town. Similarly, the behavior of the Contractor’s employees also is a reflection upon the Town. The Town requires these appearances or reflections be positive. a. The Town strongly encourages the Contractor and his or her employees to treat customers calmly, courteously and respectfully to avoid, in a preemptive manner, issues and questions being reported to the Town as mentioned in the Customers subsection. The number of issues the Town receives will be one performance measure for the Contractor. b. The Town cannot and shall not guarantee or promise any number of customers to whom the Contractor will provide Services. c. The Contractor will be solely responsible for the image he or she creates with the citizens and customers. 2. The Contractor, at a minimum, will provide customers’ containers, needed equipment, expertise, manpower, supervision, materials and supplies, vehicles, prompt responses and actions to resolve customers’ complaints or issues, etc. 3. Notwithstanding the status of the Contractor and any approved subcontractor as independent contractors, the Town shall have the right to require re-assignment of any employee of the Contractor or any approved subcontractor whom the Town Manager, in his/her sole discretion, deems incompetent, negligent, insubordinate, or careless, or whose continued employment in the work is deemed contrary to the public interest, safety, and welfare. 4. The contractor shall assign a local manager who will be responsible for ensuring that all requirements of the contract are met. 5. The Contractor shall maintain an office within 100 miles of the Town of Amherst. The office must be manned by sufficient personnel to accommodate complaints and other communications. 6. The Contractor shall at all times be aware that the prompt and proper performance of the work in the contract is critical to the public health, safety, and welfare of the citizens of the Town. The Contractor therefore agrees that any problem that causes the disruption of any service shall be cause for the Contractor to take any and all reasonable actions necessary to restore service within twenty-four (24) hours/next day. Failure of the Contractor to comply with this provision shall be a breach of the contract and cause for immediate termination of the contract by the Town, with the collection of the bond(s) by the Town for expenses and other damages caused by such a breach of contract.
