Guidance for Smarter Real Estate Decisions
When someone approaches me about buying, selling, leasing, or investing in real estate, our initial conversations usually focus on their objectives, the property, market conditions, and how I might be able to help them. These are important discussions, but there is something else I believe deserves attention before we begin working together: understanding the professional standards and expectations that will guide our relationship.
Over the years, I have come to appreciate that successful real estate representation involves considerably more than market knowledge, negotiating skills, or preparing agreements. It also requires sound judgment, honesty, accountability, and sometimes the willingness to make difficult decisions when circumstances are not unfolding as expected.
My approach has been influenced by the professional standards established by the Real Estate Institute of Canada (REIC), the Canadian Real Estate Association (CREA), and the regulatory responsibilities that apply to our profession. However, I don’t believe professional ethics should be viewed simply as a collection of rules we are expected to follow. They should influence how we conduct ourselves, how we treat others, and the decisions we make throughout our working relationships.
For that reason, I believe it’s important that prospective clients, existing clients, and fellow real estate professionals understand what they can expect when working with me.
Establishing a Good Working Relationship
One of the things I have learned throughout my career is that a good professional relationship begins with a clear understanding of what each party expects from the other.
When I agree to represent someone, I am making a commitment to apply my experience, knowledge, and professional judgment toward achieving their objectives while protecting their interests. In return, I expect clients to communicate openly, provide accurate information, respect our respective responsibilities, and recognize that professional advice may not always be what they were hoping to hear.
I also make a point of explaining that I conduct my business according to established professional and ethical standards. This is not intended to discourage anyone from working with me. Quite the opposite. I believe clients should feel confident knowing that the person representing them takes these responsibilities seriously.
There may be occasions when I recommend against proceeding with a transaction, suggest additional investigation, or explain why a particular request cannot be accommodated. These discussions are not always easy, particularly when a client has become enthusiastic about an opportunity or has already invested considerable time and resources.
Nevertheless, I would much rather have an uncomfortable conversation before a commitment is made than attempt to explain an avoidable problem afterward.
When Professional Responsibilities and Client Expectations Differ
Most client relationships proceed without ethical disagreements. Occasionally, however, circumstances arise where a client’s expectations conflict with what I consider to be my professional responsibilities.
I have encountered situations where clients have asked me to do things that I could not ethically or professionally agree to. In some cases, these requests arose well after we had begun working together, when considerable time and expenses had already been committed.
I recall one situation where, after approximately three months of working with a client, a request was made that I considered inconsistent with my professional obligations. Despite the time and resources already invested, I concluded that I could not continue the relationship on that basis.
Ultimately, I took steps to terminate the representation agreement, knowing that I would be responsible for the expenses I had already incurred.
It certainly wasn’t the outcome I had anticipated when the relationship began, nor was it a financially rewarding decision. However, I believed it was the appropriate one.
That experience reinforced something I have believed for a long time: professional integrity cannot depend upon whether a transaction will produce a commission.
Professional Insight: Doing the Right Thing Isn’t Always the Most Profitable Decision
It’s relatively easy to discuss ethics when everything is proceeding smoothly. The real challenge arises when doing the right thing may involve disappointing a client, losing an opportunity, or absorbing expenses that cannot be recovered.
I believe professional standards have value precisely because they provide direction when those difficult circumstances arise. Otherwise, they become little more than good intentions.
Professionalism Also Extends to Other REALTORS®
While much of the public discussion about real estate ethics focuses on the relationship between an agent and their client, I believe our professional responsibilities extend considerably further.
In the course of a transaction, I may be dealing with another REALTOR®, a lawyer, a mortgage professional, an inspector, a property manager, or someone representing interests different from those of my client.
Not everyone will agree with my position, and I certainly don’t expect them to. Negotiating real estate transactions often involves competing objectives, differing interpretations of contractual obligations, and disagreements over how particular matters should be resolved.
What matters to me is how we conduct ourselves during those discussions.
I believe in being direct, respectful, and professional. I will advocate firmly for my client’s interests and challenge proposals or representations when there is a legitimate reason to do so. However, I don’t believe that being confrontational, making personal criticisms, or creating unnecessary hostility accomplishes anything worthwhile.
In fact, I have found that maintaining a constructive relationship with other professionals often makes it easier to address difficult issues when they arise.
This doesn’t mean compromising my client’s interests or agreeing with another professional simply to maintain a pleasant relationship. It means recognizing that we can have different responsibilities, disagree over important matters, and still treat one another with courtesy and respect.
Professional Insight: Strong Representation Doesn’t Require Hostility
There is a difference between negotiating firmly and behaving unprofessionally. A well-prepared REALTOR® should be able to explain a position, support it with relevant information, and pursue a client’s objectives without resorting to intimidation or personal confrontation.
I believe respectful professional relationships contribute to more productive negotiations and can help reduce unnecessary complications for the clients we represent.
Being Accountable for My Advice and Decisions
Another important part of my working style involves being prepared to explain the reasoning behind my recommendations.
Real estate transactions can become complicated, and there are often several reasonable ways to approach a particular situation. My responsibility is not simply to tell clients what I think they should do, but to help them understand why I am making a recommendation, what alternatives may be available, and what consequences should be considered.
That sometimes means acknowledging that an issue requires further investigation or that another qualified professional should be consulted.
I don’t believe there’s anything unprofessional about saying that I need to verify something before offering an opinion. In fact, I consider that an important part of exercising responsible professional judgment.
The same principle applies when something doesn’t proceed as anticipated. Rather than looking for someone to blame, I believe the more constructive approach is to understand what happened, determine what responsibilities may exist, and identify how the matter should be addressed.
Clients are entitled to expect that the professional they have engaged will take their concerns seriously and remain accountable for the services being provided.
Professional Standards Are a Shared Responsibility
Although I accept responsibility for my own professional conduct, I have also come to recognize that the quality of a working relationship depends on the conduct of everyone involved.
A client who provides incomplete or inaccurate information may unintentionally create difficulties that could have been avoided. Similarly, a professional who fails to explain an important concern or is reluctant to challenge questionable information may expose their client to unnecessary risk.
This is why I place considerable value on open communication and mutual trust.
I don’t expect clients to have the same knowledge of real estate transactions that I do. After all, that is one of the reasons they engage professional representation. However, I do believe we share a responsibility to communicate honestly, ask questions when something is unclear, and address concerns rather than ignore them.
Occasionally, that may involve a difficult conversation. In my experience, those conversations are often the most valuable ones we can have.
Professional Insight: Trust Works Best When Expectations Are Understood
A good professional relationship is not one where everyone agrees all the time. It is one where people can raise concerns, discuss differences, and rely on one another to act honestly and responsibly.
Establishing those expectations at the beginning of a relationship helps create an environment where difficult issues can be addressed before they become larger problems.
What This Means When You Work With Me
I recognize that people have different expectations of their real estate representatives. Some place considerable importance on negotiating ability, others on market knowledge, availability, or the range of services being offered.
I believe all of these considerations have merit.
However, I also believe the manner in which a professional conducts their business deserves equal consideration.
If you choose to work with me, you can expect someone who will take your objectives seriously, explain concerns as they arise, offer candid advice, and make recommendations based on professional judgment rather than simply pursuing the next transaction.
You can also expect me to maintain the ethical boundaries that guide my practice, respect the legitimate responsibilities of others, and remain accountable for my own conduct.
That doesn’t mean we will always agree, that every transaction will be successful, or that unexpected challenges won’t arise. Real estate is far too complex for anyone to make those promises.
What I can promise is that I will approach our working relationship with honesty, diligence, respect, and a genuine commitment to carrying out my professional responsibilities.
For me, these principles are not separate from the services I provide. They are an essential part of those services.
Ultimately, I believe the measure of a real estate professional is not simply the transactions they complete, but also the judgment they exercise, the relationships they establish, and the manner in which they conduct themselves along the way.
That is the approach I bring to my work, and it is an important part of what I mean by Guidance for Smarter Real Estate Decisions.
Rodney (Rod) Harvey, FRI CLO CRB MCNE
Managing Broker / Broker of Record
Related Resources
About Our Approach
A Smarter Approach to Representation
Understanding the RECO Information Guide
What Duties Does a REALTOR® Owe You in Ontario?
What Does a Good REALTOR® Actually Do for You?
Who Is Really Representing You in an Ontario Real Estate Transaction?
When a Client Asks a REALTOR® to Cross an Ethical Line
When a Client’s Information Doesn’t Add Up: The Value of Professional Judgment in Real Estate
