How should an Engel & Volkers franchisee interact with customers, the public, other franchisees, and the Franchisor?
Engel_Volkers Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee and its staff members and Sales Advisors shall observe any best practices stipulated in the ENGEL & VÖLKERS System Documentation, including, but not limited to, any Code of Ethics Franchisor may develop and will provide real estate brokerage services and will interact with its customers, the general public, other franchisees and Franchisor and its affiliates in accordance with the highest professional standards.
Should for any reason disputes or complaints arise between Franchisee and its Sales Advisors, its staff members, its clients or other franchisees, Franchisee will respond to and resolve such disputes or complaints without delay, professionally and fairly.
Where Franchisor determines in its sole discretion that Franchisee's action and/or inaction has put the ENGEL & VÖLKERS brand reputation at risk, Franchisee will provide all information requested by Franchisor regarding that risk and take all actions directed by Franchisor to mitigate that risk.
- 6.11 Information: To assist Franchisor to prepare its Franchise Disclosure Document, Franchisee agrees to promptly provide to Franchisor such information on the operation of its Residential Real Estate Broker as Franchisor may request from time to time.
Source: Item 22 — CONTRACTS (FDD page 88)
What This Means (2025 FDD)
According to Engel & Volkers' 2025 Franchise Disclosure Document, franchisees must adhere to professional standards and a code of ethics when interacting with customers, the public, other franchisees, and Engel & Volkers itself. This includes protecting the reputation and value of the Engel & Volkers system and trademarks. Franchisees are expected to observe best practices outlined in the Engel & Volkers System Documentation, including any Code of Ethics developed by the franchisor. Franchisees are required to provide real estate brokerage services and interact with all parties in accordance with the highest professional standards. Franchisees must also comply with all federal and state information data privacy and data security laws and regulations. Engel & Volkers may adapt the Engel & Volkers System to the peculiarities of a particular market area or its circumstances.
Franchisees are expected to resolve disputes or complaints with Sales Advisors, staff members, clients, or other franchisees promptly, professionally, and fairly. If Engel & Volkers determines that a franchisee's actions or inactions have put the brand's reputation at risk, the franchisee must provide all requested information and take actions directed by Engel & Volkers to mitigate that risk. Franchisees must also provide information on the operation of their Residential Real Estate Broker as Engel & Volkers may request from time to time to assist Engel & Volkers to prepare its Franchise Disclosure Document.
Engel & Volkers also sets requirements and restrictions on advertising, promotion and other activities that it determines, in its sole discretion, negatively impacts the business of one or more other franchisees or that is specifically targeted or directed towards the protected areas of one or more other franchisees. Franchisees must use only those design formats for advertising and displays which have been provided by Engel & Volkers. Franchisees must obtain Engel & Volkers' prior written consent to each and every advertising and/or sales promotion campaign design format unless it does not essentially depart from those previously practiced or recommended by Engel & Volkers and/or does not deviate from those outlined in the System Documentation.
These guidelines ensure that all interactions reflect positively on the Engel & Volkers brand and maintain a consistent standard of service and professionalism across all franchise locations. Franchisees should be prepared to adapt to evolving standards and practices as the Engel & Volkers system develops over time, and should maintain open communication with the franchisor to address any concerns or disputes that may arise.