What is the Engel & Volkers franchisee required to do if disputes or complaints arise between the franchisee and other franchisees?
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 a franchisee and other franchisees, the franchisee must respond to and resolve such issues without delay, professionally, and fairly. This requirement is part of maintaining the reputation and value of the Engel & Volkers system and trademarks.
This obligation extends beyond disputes with other franchisees to include those with Sales Advisors, staff members, and clients. The franchisee is expected to handle these situations promptly and with fairness, indicating a strong emphasis on conflict resolution at the local level.
Additionally, 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. This underscores the importance of brand protection and the franchisor's oversight in ensuring consistent standards across all franchise locations.
In practice, this means that a prospective Engel & Volkers franchisee should be prepared to address conflicts swiftly and professionally, adhering to the highest standards of customer service and ethical conduct. Failure to do so could not only harm relationships within the franchise network but also potentially damage the Engel & Volkers brand, leading to intervention from the franchisor.