They were effective in arranging viewings, and helpful and insightful with their opinions on the local areas : this bit of the experience was fine. The trouble started when they were unable to get any sort of useful traction with their client the vendor, after acceptance of the offer. I was given the run-around for months and months on end (the whole thing took 11 months in the end) : evasions, white lies, non-returned calls and emails etc etc. To be fair, we were a little unlucky in the flakiness of the vendors (which became fully apparent only later), but fundamentally they did an exceptionally poor job of providing honest and timely information all the way through. The only reason the transaction got done (and they got paid !) was that the agent on my chained Sale had the patience of a saint, and was willing to chase down 10+ different things that were entirely BE's own responsibility but which they just let slide. Avoid !
What agent could do to change your mind?
See above : be more transparent and responsive .... and at least pretend to make an effort to make the transaction go through !