Agents (40) Clients Tenants/wider community
● under stress; time-poor
● highly trained and competent in selling and managing real estate
● unaware of legal, ethical requirements; just want to please clients
● even if aware, have no idea how to apply to daily client practice
● unclear on overall strategic aims of MLR
● culturally diverse. ● cynical: e.g. ‘Why do I have to pay attention to MLR’s internal business? I just want them to manage my property’
● time-poor
● not sure of MLR obligations and commitment to best-of-breed client service and ethical practice, REIV Code of Conduct
● feel that it’s the agent’s obligation to fill rental/lease properties according to client wishes: e.g. ‘I choose who lives in/leases my property’
● culturally diverse. ● sometimes feel discriminated against on basis of:
○ lifestyle
○ family status
○ cultural background
○ income, etc.
● residential agents have been rude or insensitive on occasion: e.g. ‘You wouldn’t treat your rich clients or investment partners this way’
● do not feel they are adequately consulted
● residential/commercial agents/clients have let themselves in without consultation
● inspections are sometimes unannounced
● feel that the real estate business is crooked
● culturally diverse.