The Blog ofSarah Marrinan

Customers are Second

While many companies preach “customers first,” I say customers are SECOND.

Before you send me a scathing email or voicemail please let me explain. In real estate you are either an agent’s customer or their client. I put CLIENTS FIRST and customers second.

If you are a CUSTOMER (no agency relationship) and contact the listing agent, an agent will:

If you are a CLIENT (agency relationship), your agent will:

Maintain loyalty to the seller’s need

Pay full attention to your needs

Tell the seller all that they know about you

Tell you all that they know about the seller

Keep information about the seller confidential

Keep information about you confidential

Focus on the seller-client’s property

Focus on choices that satisfy your needs

Provide just the material facts

Provide material facts as well as professional advice

Only provide price information that supports the seller’s listing price

Provide price counseling based on comparable properties and their professional insights

Protect the seller

Protect and guide you

Negotiate on behalf of the seller

Negotiate on your behalf

Attempt to solve problems to the seller’s advantage and satisfaction

Attempt to solve problems to your advantage and satisfaction

* This chart is for general illustration purposes only. Agency laws vary by state; and specific terms of individual agency contracts will vary from one agent to another.

The best way to be certain your interests are being considered and protected is to sign a buyer agency agreement with a trained buyer’s rep, which clearly establishes client-level services and spells out what services you can depend upon.