What agent could do to change your mind?

Provide regular updates on progress after viewings (eg follow up calls made, comments received) instead of leaving days/weeks with no feedback. Staff in the office to be less surly if clients want to raise challenges because of said lack of feedback - they are making people feel like they are a nuisance if they don't just go along with everything they say. Be more dynamic and get things done - don't waste time after a sale has fallen through, get that property back on the market as quickly as possible. Once the purchase price has been set, don't give up and try and get people to reduce it at the first sign of trouble (e.g 1 sale fell through, instantly accepting low offers without negotiating). Be honest with clients - instead of just saying "that's a good offer" - say so if you no longer think it's right to market at that price. At least then clients know where they stand and if they think you're not acting in their best interests they can do something about it sooner rather than discovering that you're not actually negotiating for them any more. Fulfil the job title of Sales Negotiator, don't just be a message taker for a client, anyone can do that and hope to fall lucky that someone will accept it. Try having some empathy and care for clients - there was a dismissive attitude towards us and we really felt we weren't liked by the staff in the office. Kristina particularly needs to be aware of how she made us feel - she came across that she was superior to us and therefore we should not be challenging her. When we tried to do this and have honest conversations, she was extremely cold towards us.

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