How should an Engel & Volkers franchisee respond to disputes or complaints?
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, franchisees are expected to handle disputes and complaints with professionalism and speed. Specifically, if disputes or complaints arise between the franchisee and their sales advisors, staff, clients, or other franchisees, the franchisee is required to respond to and resolve these issues without delay, ensuring fairness and professionalism. This requirement emphasizes the importance of maintaining positive relationships and upholding the brand's reputation.
Engel & Volkers also stipulates that if the franchisor determines that a franchisee's actions or inactions have put the Engel & Volkers brand reputation at risk, the franchisee must provide all requested information regarding the risk and take all actions directed by the franchisor to mitigate that risk. This clause underscores the franchisor's control over brand reputation and the franchisee's responsibility to protect it. Franchisees must be prepared to act swiftly and decisively in response to any issues that could potentially harm the brand's image.
This requirement is fairly standard within the franchise industry, as franchisors typically have a vested interest in ensuring that all franchisees adhere to certain standards of customer service and conflict resolution. By mandating a professional and timely response to disputes, Engel & Volkers aims to maintain a consistent brand image and protect its reputation across all franchise locations. Prospective franchisees should be prepared to implement effective dispute resolution processes and prioritize customer satisfaction to meet these expectations.