Windermere Standards of Practice for Agents, Managers, Reps

W I N D E R M E R E R E A L E STATE

STANDARDS of PRACTICE ❱

PROFESSIONAL AG E NTS

❱

MANAG E RS / OWN E RS

❱

AG E NT RE PRESE NTATIVES

W I N D E R M E R E R E A L E S TATE

STANDARDS of PRACTICE MISSION: The Windermere Standards of Practice embody our commitment to the highest

standard of service to our clients while providing a framework for our professional agents.

Standards of Practice are not laws, rules, or mandate. Rather, they are guidelines and expectations for making good decisions. They are about personal responsibility, respect, trust, and clarity and that’s what makes them wise and timeless. They have been a guiding light for Windermere since our earliest days as a company. They make us, us.

1

Client and business relationships are the foundation of our business and success.

2

A Client interests always come before

A Honesty is owed to all parties, and timely

self-interest.

delivery of information is important, especially written/contractual paperwork. Observe the duties, obligations and limitations of the client in your interaction with other agents.

B Understand and observe all duties, obligations

and limitations in your business relationships.

C Keep in touch regularly and expeditiously.

B Respect all contractual relationships—

D Educate your client about agency law and how

listing, purchase and sale, and buyer agent agreements—and do not interfere with them directly or indirectly. Follow MLS rules and NAR Code of Ethics (articles 15 & 16).

our business works. Get agreements in writing when required and/or possible. In the absence of a written agency agreement, the client’s choice of agent will be respected. The client should have the freedom to choose.

C Whenever possible make presentations

F Respect legitimate requests by clients for

termination of a working relationship, whether or not a written agreement exists. Termination should be in writing.

3

Communicate when mistakes and misunderstandings occur.

A Recognize that there are different communication

styles and that all experiences have more than one viewpoint. Talk to the other agent involved as soon as possible, pinpoint the facts and issues, and work toward a viable solution. If you make a mistake, try to rectify it. continued >

©2022 WINDERMERE SERVICES COMPANY. ALL RIGHTS RESERVED.

face-to-face with other agents and/or their clients. Review Windermere Guidelines for Presentation.

E Ask direct questions about possible

relationships with another agent. It is in everyone’s interest to actively encourage and support client loyalty to an agent.

Agent relationships are the foundation of a successful transaction. Respect your colleagues.

WORC 04/22 101-1

STANDARDS of PRACTICE

> continued

Windermere Real Estate Standards of Practice B Seek assistance from management when

necessary, and discuss the dispute and details of the transaction only with those directly involved.

7

Respect all Windermere marketing materials, logo and sign standards, and follow all guidelines for personal websites. Recognize that social networking is public in nature. Be mindful when using these sites for business purposes. Review Windermere Real Estate Social Media Guidelines.

Consistent Windermere branding differentiates us from all other companies and reinforces our reputation for unparalleled service.

8

Actively encourage full compliance with the spirit of Windermere Guidelines for (1) Standards of Practice, (2) Presentation, (3) Expertise, and (4) Multiple Offers.

C Only involve the client when necessary.

Always remember client confidentiality.

4

Recognize the limits of your own knowledge and expertise. Always ask yourself: “What is best for the client?” and act accordingly. Follow the Windermere Guidelines for Expertise.

5

Keep yourself fully informed on real estate issues and changes, such as license law, legal and local issues, finance, current trends, MLS rules and regulations, and the current Code of Ethics.

6

Respect and follow fair housing laws, and provide equal professional service regardless of race, color, religion, sex or sexual orientation, familial status, disability, national origin, and other legally protected classes. All advertising and marketing materials should be non-discriminatory.

A Lead by example, and follow the

Golden Rule.

B Take responsibility for your own actions.

C Involve the branch manager, and cooperate

in a respectful manner when violations of the Windermere Guidelines are alleged.

D When concrete evidence suggests

wrongdoing without remorse, apology or restitution, use the Windermere Grievance Procedures in a timely manner.

Agent

Date

Manager

Date

©2022 WINDERMERE SERVICES COMPANY. ALL RIGHTS RESERVED.

I endorse and agree to abide by the license laws in the states in which I hold an active license, the NAR Code of Ethics, these Standards of Practice and Windermere’s conflict resolution procedures.

WORC 04/22 101-2

W I N D E R M E R E R E A L E S TATE

Windermere Manager and Owners

STANDARDS of PRACTICE MISSION: The Windermere Standards of Practice embody our commitment to the highest

standard of service to our clients while providing a framework for our professional agents.

Standards of Practice are not laws, rules, or mandate. Rather, they are guidelines and expectations for making good decisions. They are about personal responsibility, respect, trust, and clarity and that’s what makes them wise and timeless. They have been a guiding light for Windermere since our earliest days as a company. They make us, us.

The “Windermere Way” is characterized by integrity, professionalism and community involvement. Owners and managers uphold Windermere’s vision and all the Standards of Practice guidelines, which enable Windermere to create and maintain its position and reputation.

1

2

4

A Always respond promptly.

B Be empathetic but avoid emotional involvement.

C Make a commitment to investigate.

Actively work to ensure that all advertising and marketing materials—signs, print materials, websites, email—conform to Windermere standards and to licensing laws, and to state and local ordinances and regulations.

It is the manager’s obligation and responsibility to use due diligence in hiring agents who characterize the Windermere Way. It is also the manager’s obligation to terminate agents whose business practices are contrary to Windermere’s Standards of Practice.

Client complaints/dispute resolution: In the normal course of business, disputes and misunderstandings occur. In disputes or complaints involving the public, good clear communication is critical. Protocol for dealing with these is to:

D Talk to all parties before responding

or taking sides.

E Listen carefully and take notes.

F Get back to the complainant quickly.

5

In agent disputes, the manager should be a mediator, not an advocate. Obtain as much information as possible from both sides before reaching conclusions or making judgments.

A The manager’s duty is to respond as quickly as

possible to any contact, call or email regarding a problem between agents or offices.

B If the dispute is between agents, verify that the

continued >

WORC 06/22 102-1

agents have talked to each other.

©2022 WINDERMERE SERVICES COMPANY. ALL RIGHTS RESERVED.

3

Actively work to ensure—through ongoing education and supervision—that all agents, managers and owners conduct business according to Windermere Standards of Practice (attached), and to other guidelines published from time to time such as the Windermere Guidelines for Expertise, Windermere Guidelines for Presentation and Windermere Guidelines for Multiple Offers.

STANDARDS of PRACTICE

> continued

Windermere Manager and Owners Standards of Practice C Conversations should be agent-to-agent and

manager-to-manager until a meeting of all parties is called for. When calling the other manager, let them know if your agent is with you and, when appropriate, have a private conversation with the manager.

D Contact the other manager for assistance in

obtaining information and dispute resolution.

Whenever possible, managers should avoid initiating discussions directly with an agent in another office.

E When a dispute between Windermere agents

cannot be resolved with the managers and agents alone, use Windermere’s grievance and arbitration process.

6

Recognize that Windermere agents have the right to investigate other Windermere offices and to change offices. Managers must refrain from recruiting agents from other Windermere offices.

A When contacted by an agent from another

Windermere office, a manager may freely provide full information about his/her office.

B Beyond providing information, a manager should

not actively pursue an agent from another Windermere office that has contacted him or her.

C Recognizing that all situations are different, it is

recommended that when the manager deems the time appropriate, he/she needs to check references and contact the other manager, always with the agent’s permission.

D When an agent is thinking of moving to another

office, the manager of the agent’s current office should not resort to negative counter-recruiting.

E Never offer financial or other inducements either

to attract an agent from another Windermere office or to discourage an agent from moving to another Windermere office. The expectation is that there will be communication between managers before the move is made. Managers have discretion to determine at what point before the move this occurs.

©2022 WINDERMERE SERVICES COMPANY. ALL RIGHTS RESERVED. WORC 06/22 102-2

W I N D E R M E R E R E A L E S TATE

Agent Representative Duties

STANDARDS of PRACTICE The Windermere Standards of Practice guidelines were created with the input and participation of Windermere agents, managers and owners. They have been reviewed and updated over the years and serve as a guide in day-to-day dealings with buyers, sellers and Windermere associates, as well as with agents from other companies.

Each office designates an agent who will represent the office when the guidelines are periodically reviewed. The representative is also someone who will keep the Standards of Practice alive and well in their office.

Duties for the agent acting as the Standards of Practice representative: ❱ Sets standards for cooperation and trust, thereby

becoming a positive role model for other agents.

❱ Plays the role of spokesperson for the office—

becoming the liaison between the office and the committee members.

❱ Acts as a sounding board for agents when concerns

arise regarding offices or agents following the principles outlined while retaining confidentiality.

❱ Agrees to a two-year tenure and attends meetings

with a group of representatives from their geographic area.

❱ Gives input in the event that the Standards of

Practice guidelines require review.

❱ Occasionally may be called upon to volunteer as ©2022 ©2018 WINDERMERE SERVICES COMPANY. ALL RIGHTS RESERVED.

part of a Standards of Practice grievance panel.

WORC 06/22 103