What agent could do to change your mind?

Do what they say they are going to do, for example if they say they will call back I expect a call back! I don't expect to have to chase them up over a week later. They repeatedly made promises that were broken with regards to communication. Have a back up communication system with regards to inspections, a letter sent a week before could be missed/lost. The answering service does not work, either leave people in a queue or actually call people back. Be upfront about changes to fees or have it written into the contract that fees cannot change by a certain percentage/amount (just like it is for rent). Be more willing to apologise, we all make mistakes but don't make the customer feel like they are doing something wrogn by compaining, even if you don't feek that their complaint is legitimate the customer is slways right!

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