What is the Engel & Volkers franchisee required to do if disputes or complaints arise between the franchisee and its clients?
Engel_Volkers Franchise · 2025 FDDAnswer from 2025 FDD Document
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.
Source: Item 22 — CONTRACTS (FDD page 88)
What This Means (2025 FDD)
According to Engel & Volkers' 2025 Franchise Disclosure Document, if disputes or complaints arise between the franchisee and its Sales Advisors, staff members, clients, or other franchisees, the franchisee must respond to and resolve such disputes or complaints without delay, professionally, and fairly.
Engel & Volkers also stipulates that if the Franchisor determines that the franchisee's action or inaction has put the Engel & Volkers brand reputation at risk, the franchisee must provide all information requested by the Franchisor regarding that risk and take all actions directed by the Franchisor to mitigate that risk. This highlights the importance Engel & Volkers places on maintaining its brand image and the measures franchisees must take to address issues that could potentially harm the brand's reputation.
This requirement underscores the importance of customer service and conflict resolution skills for Engel & Volkers franchisees. It also demonstrates the franchisor's commitment to protecting its brand reputation by ensuring that franchisees handle disputes in a professional and timely manner. Prospective franchisees should be prepared to address complaints effectively and be responsive to the franchisor's directives in mitigating any potential risks to the brand.