Understanding the Role of an Estate Agent: Why Buyers and Tenants Matter

Many people assume estate agents work equally for buyers, tenants, sellers, and landlords—but that’s not quite true. In reality, estate agents’ true customers are the vendors (sellers) and landlords because they are the ones paying the fees. Buyers and tenants, while crucial to the process, are essentially the product.

However, this doesn’t mean buyers and tenants should be treated as an afterthought. In fact, the way an agency treats them is a direct reflection of the quality of service they provide to their paying clients.

Estate Agents Are in the Business of Providing a Good Product

If buyers and tenants are the “product,” then an estate agent’s responsibility is to ensure they are:

•Well-informed – Given clear, honest information about properties.

•Properly vetted – Financially capable and serious about committing.

•Treated with respect – Provided with good service and fair treatment.

Just as a luxury retailer wouldn’t store an expensive bottle of champagne carelessly before selling it to a valued customer, an estate agent shouldn’t treat buyers and tenants as disposable units. A well-cared-for product leads to a better outcome for the customer.

Poor Service to Buyers and Tenants Means Poor Service to Sellers and Landlords

If an agency offers a poor experience to buyers and tenants, it ultimately harms their actual customers—sellers and landlords.

•For sellers: A buyer who has been treated poorly by an agent may walk away, delay the process, or lose trust in the deal.

•For landlords: If tenants are ignored, mistreated, or misled, this reflects badly on the property and the landlord, leading to disputes, vacancies, or even legal issues.

An agency that fails to respect and look after its buyers and tenants is failing its landlords and sellers. They are not representing their best interests at all—because a bad product leads to a bad outcome.

The Ethos Behind Good Estate Agency Practice

A great estate agency understands that the success of its business depends on maintaining the highest standards across the board. That means:

•Treating buyers and tenants with the same level of respect as landlords and sellers.

•Providing clear communication, fairness, and professionalism at every stage.

•Ensuring that the process is as smooth and stress-free as possible for all parties.

Ultimately, if an agent looks after their “products” (buyers and tenants), their customers (sellers and landlords) will benefit. It’s not just about transactions—it’s about building a reputation for fairness, reliability, and professionalism.

After all, estate agency is a people business. And in any business, treating people with care and respect leads to better results for everyone.