This is Only a Test…

My college roommate used to end every midnight conversation with me — we were inseparable friends and still all we talked about with one another is why we were so alone — by saying that his standards were just too high. He was single for 38 years until just last month, when he married someone totally out of his league.

Redfin is the same way. If our projections are right, we could hire twice the number of agents we now have and still have enough business for everybody. So we know we need to hire like mad. But we’re still turning away almost every agent we meet.Exams

Why? Because everywhere we’ve ever worked sooner or later goes through a bozo explosion. And the moment that happens is always indisputable. One second you’re horsing around in your office, and the next a bozo is standing in your doorway. The hiring manager beside him is already staring at her shoes.

Now we could keep a bazooka by the desk for cases like these. But it’s a thousand times better to hire the right person in the first place. The challenge with Redfin is to be big and good, to deliver a consistently amazing customer experience from state to state, year to year. Not many real estate brokers manage that.

So we need to maintain those high standards without taking 38 years to hire each person. Some online businesses subject candidates to an intelligence test. We liked that idea. Intelligence is very important to us. But what’s even more important to us is values, not smarts.

So a bunch of us worked together on a values test, which we’ll post online for every applicant to take. Before we finalize the test, we wanted to get our customers’ and partners’ take on it. Have a look and let us know which questions you would add, edit or delete.

Many thanks to Marshall Park, Taylor Connolly and Matt Goyer for their help putting the first draft together.

1. It’s the end of the quarter and a home-buying client is about to close on a $3 million property that Redfin needs to make its revenue target. The client calls to say he isn’t sure whether the property is right for him, and wonders if it is still possible to rescind the deal. What do you do?

  1. Ignore the call and proceed with the sale.
  2. Explain that everyone has these anxieties and persuade him to complete the sale.
  3. Lay out each of his options, explaining the costs and benefits of each.
  4. Call the listing agent to discuss how best to keep the deal together.
  5. This is a tough one. Talk to your manager to come up with a solution that balances Redfin’s need for revenue with the client’s best interests.

2. A colleague comes to you to complain that her manager occasionally seems sexist in his dealings with her. What do you do?

  1. Tell her this information cannot be kept in confidence but entails an obligation to act. Advise her to contact the HR department; if she doesn’t, contact HR yourself.
  2. Advise her to contact the HR department; if she chooses not to, keep her confidence.
  3. Wait to see if the sexist behavior recurs and then escalate to HR as appropriate.
  4. Tell her to approach her manager to discuss the problem directly.

3. A listing client mentions to you that she lied in her disclosure packet. What do you do?

  1. Nothing. Your first responsibility is to the client; it is the buyer’s responsibility to discover any problems himself.
  2. Ask the client to correct the disclosure packet. If she is unwilling to do so, inform the client that you can’t represent her knowing what you do, and help her find another listing broker.
  3. Refer the client to another Redfin agent, so that Redfin retains the revenue opportunity without placing you in an awkward situation.

4. A field agent on your team reports that a touring client was unpleasant toward him. What do you do?

  1. Tell the field agent to suck it up. The customer is always right.
  2. Fire the client straight away. Everyone is always respected.
  3. Assign the client to a different field agent, avoiding conflict.
  4. Call the client to get each side of the story. Explain that a respectful relationship is a requirement for a successful outcome. If the client is disrespectful again, direct the client to work with a different broker.

5. A home-buying client under contract gets an inspection report that finds only minor problems with the property, but the client still wants major concessions from the seller. These concessions seem unreasonable to you. What do you do?

  1. Explain that seeking these concessions may scotch an otherwise good deal for the client; if the client wants to proceed, negotiate to get the concessions to the best of your ability.
  2. Explain that these concessions are unreasonable and help the client find another agent. Never attempt to influence the client’s judgments; just help him do what he wants to do.
  3. Prepare the paperwork requesting these concessions, but inform the listing agent that you know the request is unreasonable, working together to keep the deal on track.

6. A Redfin home-buyer meets a listing agent who disparages Redfin, implying that any Redfin offer will not be taken seriously. What do you do?

  1. Prepare the offer, and attempt to win over the listing agent with your professionalism.
  2. Explain to the client that some listing agents are unethical, and focus on another property.
  3. Ask your Redfin broker to resolve the issue diplomatically with the listing agent’s broker, presenting the offer to that broker, and explaining why you were concerned that the listing agent himself would not treat it fairly.
  4. Confront the listing agent and explain that his behavior is unethical.

7. A Redfin user contacts us with an offer on a $2.5M property that he had seen with an agent from another broker. The user explain s that he worked with that agent for nearly a year, but wants to use Redfin for the commission refund. What do you do?

  1. Show the property to establish Redfin as the procuring cause of the sale, ask the client to sign a buyer’s agency agreement, then write and submit the offer.
  2. Ask the user to sign a buyer’s agency agreement and write the offer; showing the property is an unnecessary step.
  3. Call the user’s current agent and offer her a referral fee to compensate her for the loss of the commission.
  4. Explain to the client that you can represent him on future properties, but that he should probably talk to his current agent first about his decision to switch to Redfin; suggest that the client work with his current agent on the $2.5M property since that agent had done the work to show the user the house.

8. The client confronts you about a mistake you may have made on a contract. What do you do?

  1. Put off the client until you can talk to your manager and our attorney about our legal liability
  2. Immediately acknowledge the mistake if you made one and start working on fixing the mistake; worry about the legal consequences later (in any lawsuit, the company not you would be sued anyway).
  3. Explain that a transaction this complicated involves many parties, and it’s hard to say who’s at fault.
9. A client wants to make an offer on a property without seeming to realize that there are significant problems that will later affect the re-sale value of the home. What do you do?
  1. Your job is to help the client do what he wants to do. Write the offer.
  2. Give the client your perspective on the property; if he understand the problems and still wants to proceed, write the offer.
  3. You can’t represent a client in the purchase of a home that it is not in his interests to buy; show the client other properties and if he still wants to buy the flawed property, help him find another agent.

10. A work-friend of yours at Redfin is going through a spell of loneliness after a bad breakup. What do you do?
  1. Organize a dinner with other Redfin colleagues to cheer her up.
  2. Recommend counseling to the friend; sometimes it’s better to respect personal and professional boundaries.
  3. Get the digits of the person who left her; that guy was cute!
11. You have to pick up your child at day-care at 5:30, which is exactly when a client wants to write an offer. What do you do?
  1. Go get your baby. He’s more important than your job. You can call the client later and explain the situation.
  2. Anticipate the situation. On days you have child-care duty, tell clients when you won’t be available, and arrange for a colleague to help you out.
  3. Write the offer as quickly as you can, even if it makes you a few minutes late to get your child.

12. Redfin listing service has problems that are plain for you to see. What do you do?
  1. If the problem is outside your department, keep it to yourself. We need to trust one another, not try to drive from the backseat.
  2. Contact your manager to identify the problems.
  3. Suck it up and don’t complain. Redfin has a no-whining policy.
  4. If you know the person working on our listing service, pitch him yourself on an idea for making our listing service better. If you don’t know anyone, ask your manager who to contact about it, or just email an exec.
  5. Respect the chain of command. Tell your manager about it and ask him to pitch to the executives.
13. You come into the office kitchen and see that it has once again become an EPA SuperFund site. The person who usually helps out is just standing there, shell-shocked by the goop dripping from a cabinet. What do you do?
  1. Ask if he needs help. If he says yes, help out.
  2. Unless you are absolutely and totally slammed, grab a sponge and pitch in.
  3. Get back to your clients; the client always comes first.

14. What’s the best first line of an email thanking everyone for their support on a large deal on which you had been working?
  1. “Thanks for all your help with the deal I just closed.” Short and sweet, and full of grace.
  2. “Congratulations everyone! We just closed that big deal! It would have never happened if Jim hadn’t run through the rain to host a tour on short notice and if Nancy hadn’t gotten the lender to look at the appraisal again late on Friday night.” Specific praise, and we never say “I.”
  3. “Thanks for the support. The deal I closed with this client will help the company achieve its customer-satisfaction and profitability goals.” Connect what happened to Redfin strategy and to the client’s happiness.
15. Your manager is being nitpicky with you and it’s driving you nuts. What do you do?
  1. Immediately tell HR, so the manager can get the appropriate feedback without jeopardizing the working relationship you two have.
  2. Approach your manager’s manager, as that person is responsible for your manager’s conduct.
  3. Try giving the manager constructive feedback, citing as needed specific examples of what concerned you rather than making general statements about the manager’s personality or conduct, then making constructive suggestions about what you would have liked her to do; if that doesn’t work, talk to your manager’s manager.
16. A customer uses our website to request a home tour, but you discover that the coordinator who was supposed to schedule the tour overlooked the request and now two of the homes are off-market . What do you do?
  1. Contact the customer and apologize profusely, offering to host a tour of the remaining homes on his list.
  2. Offer to host a tour of the remaining listings but also talk to the coordinator about being more diligent. Close the loop with the client, letting her know you talked to the coordinator.
  3. Offer to host a tour of the remaining listings, but also propose a way we could improve our processes and systems to escalate overlooked tour requests.
  4. #3 above, but also close the loop with the customer to explain what we’re doing to ensure the problem never happens again to her or others.
17. You notice that one of your colleagues isn’t confident dealing with banks on REO properties. What do you do?
  1. Take care of your own clients and team first; if you have time, offer your colleague a few tips.
  2. Sit down with your colleague and explain how REOs work.
  3. Explain how REOs work to your colleague; to help others in the same boat, invite one of your friends who works as an asset manager at a bank to host a brown-bag lunch on REOs.
18. Tell us about a time when you used a little personality or comedy to get out of a tense situation with a customer, with a manager, a teacher, a colleague.
19. Has a customer ever filed a complaint against you with the state or with your broker?
  1. Yes, please explain __________________________
  2. No
20. Have you ever been convicted of a felony?
  1. Yes, please explain __________________________
  2. No

So that’s it! What questions would you add, change or delete? How would the Redfin employees you’ve met fare on a test like this?
(Photo credit: Jack Hynes on Flickr And no one is really out of anyone’s league)

Discussion

  • James

    X. A client really likes a house that he/she saw, but the seller’s will not budge on the price, insisting on a price that is 10% higher than appropriate comps.

    a. Offer to show the client more houses that will meet that needs and interest.
    b. Explain to the client that the seller’s price is 10% too high, but that it only adds $75 to the monthly mortgage payment.
    c. Keep negotiating toward a deal.
    d. Some combination of the above.

  • Luann Richardson

    Market conditions are extremely difficult for
    an Agent to survive (literally) in the greater
    Sacramento Region. Because of the condition
    I think a perspective Realtor would give you an
    answer that you wanted to hear rather than
    100% truthful answers. So sad but between
    food and lodging money and homelessness I don’t
    think you’ll get truth in this town.

    I am in contract with a Redfin referral for
    $141,000. The deal is shaky; the buyer
    stating he may bail. He has made statements to
    me that concern me but I say nothing just to
    keep him happy and hopefully close the deal.
    I will make less than $1900.00.

    I am not understanding why you want to hire
    more agents here when I sit here all day doing
    nothing and have voiced my abilities to easily
    handle 8 escrows per month.

    Luann Richardson

  • Bryce Schober

    This is a really intriguing idea. Does anyone have links to help with the process of developing a meaningful test like this?

  • Josh

    Great post and test. I’d love to see the responses. I’m sure you get (or will get) many people creatively trying to tell you what they think you want to hear. Crossing their names off your list should be easy ;)

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  • http://blog.redfin.com/blog/author/glenn%20kelman Glenn Kelman

    Hi Luann, thanks for your comment; we need more agents in most areas, but not Sacramento. In Sacramento, we need more customers! What has the customer said that concerns you? Let us know privately; we want to make sure everyone is well cared for…

    James, what do you think the best answer is to your question?

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  • Cynthia Nowak

    This is great! I think the way people treat each other is most important and telling, so I was happy to see questions about the kitchen (I still remember the people who didn’t lift a finger to help clean up, they just said gross and shut the door/dropped a dish in the sink), and co-worker’s personal and work-overload issues.

    Suggestions:
    You get a bad review from a client (via Redfin Forums, their personal blog, customer satisfaction survey), what do you do?
    1. Slam the client and reveal personal information via Twitter, your personal blog and Facebook.
    2. Post a rebuttal on Redfin Forums/the client’s blog/wherever they reviewed you.
    3. Talk to your manager about the review and what steps can be taken to make sure the client feels their issues were addressed/corrected.
    4. Nothing. Another notch on your list of deals, and you got paid, right?

    You have a personal blog (Twitter or Facebook account, or whatever social networking you use) where you write about your exploits as well as your professional real estate experiences. What client information is okay to write about?
    1. Everything, from what a dump your client is selling, detailing every home flaw, to how your clients argue non-stop, giving a blow-by-blow of the conversation.
    2. Red-line the names, but just the facts are okay.
    3. Nothing.
    4. You can write in general terms, but nothing that would make the client think “that’s me!”

    I’d love to see the best written responses (#18)!

    Good luck!
    Cynthia

  • http://savan.posterous.com Savan

    Very interesting post.

    I like the spirit of the test, and am in support of smashing bozos before they even walk through the door, but am suspect of a few things which haven’t been elaborated:

    1. How are you measuring the results? Like in traditional interviews (and tests), people will have different opinions about quality – quality answers, questions and, ultimately, candidates. Framing this survey as an ethics guide, one would have to be leery about the evaluation of the people, both as interviewers and interviewees.
    2. Are there standards you are using? If so, how do you convey them? It would seem very hard to do if the first thing a new applicants reads is the survey.
    3. Some of these questions are more standards about how Redfin should work. Are there right answers to those? Compared to questions like number 10 (That’s all fair game according to BPL!) which, may not have a right or wrong answer.
    4. How do you weigh the importance of each ethical question?

    I think that filling out this survey is a very personal thing to be sending to strangers – even more personal than a resume (even more so when it is framed within the context of ethics).

    But like I said, I support the spirit of the exercise. I wish ya’ll the best of luck!

    As a side note: I’ve worked at Redfin for years and enjoyed every second of my time there.

  • http://blog.redfin.com/ Glenn Kelman

    Good questions Cynthia, we’ll look at adding those in.

    Savan, I think we’re looking for people to score 100% but I’m not sure what we can expect from a new applicant. I don’t understand your 1st point tho; could you elaborate?

  • JanelleS

    Some of these questions have obvious answers and others are more open ended. Are we looking for ethics or for personality? I would imagine a good combination of both, given the vivacity and high work ethic of my colleagues. This definitely seems like a rough draft with a lot of great potential.

    I must admit #10 makes me cringe, though. If I was (were?) applying to Redfin, I’d choose #2 as it’s the most “correct” answer and answering any other way would be job interview suicide. However, as a Redfin employee, #1 is the most realistic.

    Many of us are close, perhaps too close, and many of us love a tall, cool one at the end of a productive or challenging day. #3 is just wrong, wrong, wrong and I’m a bit confused why it is even an option.

  • JanelleS

    I should clarify, I was referring to answers 1,2 and 3 within question number 10.

  • http://savan.posterous.com Savan

    My first main point is really a question, Glenn. How can you measure and determine a quantitative measure for ethics in a survey? You say people should aim to score 100% on this ethics survey but ethics, by nature, are very subjective depending on the interviewer and interviewee. Would it be safe to assume that you’re setting a baseline, Redfin standard for ethics in order to hit that mark?

  • Your Old Roommate

    It’s weird when a sentence is both complimentary and insulting at the same time.

    But I’ll take it as a compliment.

  • http://blog.redfin.com/ Glenn Kelman

    Definitely a compliment! Your wife is smoking-hot! And of course she isn’t really out of your league at all… you two are a perfect match.

  • Coley

    Savan, I think you make a great point! Using Janelle’s example with Question 10, I for one would probably choose response #1 since I read it that my work-friend is going thru a spell of lonliness – I don’t think that everybody who’s lonely actually needs immediate counseling. Also, this is supposedly a friend (doesn’t say co-worker or acquaintence). Would answering that way be job interview suicide?

  • http://blog.redfin.com/ Glenn Kelman

    FWIW, the right answer to #10 was to ask the lonely work-friend to a friendly dinner, not suggest counseling. We want Redfin to be a caring place.

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  • http://hannah.driscoll Hannah

    This is great. I would be very interested to see what kind of answers potential employees could come up with on their own. Some of these answers are really good but we can also let people really shine through by letting them either explain their choice (choose an answer and explain why) or have another option, “other” where they can write in their own response and why…not to mention seeing their thought process on paper could really help the managers in their hiring.

    I know many people who overthink/philosophize the questions on tests and choose the ‘wrong’ answers, but if you could see their thought process and why they chose that answer you might then agree with them?

    Great job everybody!

  • http://blog.redfin.com/ Glenn Kelman

    I agree Hannah that free-form answers would be more valuable though that doesn’t scale as well.

    I also agree that the right thought process can lead to the wrong answers; that’s a very, very good point.

    Thanks for commenting!

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  • http://fairtradere.blogspot.com/ Tor

    Some feedback…

    I agree with doing this personality test, but as someone mentioned – a lot of realtors can easily give you the answer you want. You will need to come up with questions to “trick” someone into revealing their true character.

    You can use intelligence tests as well, but there are many types of intelligences that can invariably measure success as a real estate agent. You may have a high level of emotional intelligence, which may be very useful in negotiating a transaction, but that may not show in an employment test.

    Overall, you will obviously use more than one type of test to bring someone in to the family. These tests will definitely be useful, but the most useful thing is reference checks, speaking with past clients about professionalism and customer service, and maybe a probationary period of 30 days to see if they’re a good fit.

    I know well how the bozo train brings many individuals to be your cubie, so maybe listening to your staff about an individual might be a great way to weed out the schmucks.

  • Scott Ruthfield

    This was a fun read, Glenn. I did see a flaw in the test design that matches a lot of similar tests, though – what seems like it was the right answer was the longest answer the majority of the time (I didn’t count exactly). If I look for the “nuanced” answer (which often means the answer that tries to strike a balance between multiple things), it’s often the longest one. (#4 was the question that tipped off this pattern, #6 was another obvious one.)

    Add more justifications for the wrong answers, and you’ll force people to think more when making decisions.

  • http://www.drivebuytech.com/ Ian Greenleigh

    Glenn-

    What might be helpful here is what you might call anti-modeling. You’re great at articulating what makes Redfin different, and a huge part of this is its agents (something ALL companies in the RE space will claim, but few can back up like you can). This ideal agent is a model. Now imagine the antithesis of this agent. How might this bizzaro-agent answer this questionnaire? Now you’ve established your poles. You’ll rarely find candidates that entirely represent either extreme, but at all points in between. Establish tiers that can assist you, along with the intangibles that I’m sure you’ll consider as well. Look for answer patterns that different candidates ill-suited for Redfin careers might demonstrate, and categorize them: the desperate agent, the inexperienced agent, the bottom-feeder, the half-involved sunsetter, and so on. Each will have an answer pattern that typifies them, and pretty soon, you’ll be able to judge respondents more quickly and systematically. Systems, tiers and rubrics will never replace intuition and experience, but they can support a more holistic approach.

  • James V

    Hi Glenn,

    Regarding my suggested question, I don’t think there is necessarily a right answer. Though, personally, I would frown upon a real estate agent telling me that it only amounts to $75/month more. A fair price is a fair price. Would I negotiate the purchase of a car, based on the monthly car payment? I think not.

    A think a “right” answer would include appropriate guidance to help the customer achieve their goal. As there are many factors which contribute to a satisfied customer and a successful outcome, any of the possibilities could be valid.

    Tor,

    I agree that a realtor can probably answer the questions in the way one might expect. I once took a written exam for a summer retail job in college. I scored 100%, because it was easy for me to read into the questions, and realize that the company was looking to test a person’s ethics.

    However, I think that Redfin could write their questions in a rather unobvious manner. If you think long enough, you’ll probably be able to come up with questions that place a candidate in a gray area. Or questions that seem to have nothing to do about real estate. Not unlike putting a Rorschach inkblot test in front of someone, and asking them for their thoughts and perceptions. Case in point, question #10, as JanelleS has already explained so well.

  • http://www.500realty.net Ray Pepper

    Hmmm. Pretty easy test Glenn……I don’t think it will accomplish what you are looking for. I think you need an Agent who has been in the field 1-2 years and understands and can dictate to the peron hiring them WHY Redfin is important, WHY Redfin is different, WHY expectations of other agents and consumers maybe negative and skeptical, WHY companies like MLS4OWNERS exist and prosper, CAN you correlate REDFIN to any other companies in their perspective field who would be considered “game changers” , and WHY and HOW will they promote the message of RedFin to the masses.

    These are just off the top of my head but far more effective then those test questions. A new employee needs to know the struggles you have had and the ones you must endure going forward.

  • http://www.WealthWithHeart.net Linda

    Great concept. I love taking “tests” and surveys and think they can be quite valuable. (I have supervised a staff of 100 in two separate positions over the years.) With regard to question 1. I wanted to see another choice. Such as: See if you can find out the nature of the client’s uncertainty. Often a reluctance to proceed is really a request for more information. Regarding number 5. answer 2. I think the agent could explain it is unreasonable and see if the client can understand. If not, then recommend someone else. Influencing beyond sharing “professional expertise” is one thing, but helping them understand what is reasonable and letting them adjust is appropriate, I think. I would want that option.
    Finally, on question 10. answer 3. I appreciate, value and utilize humor and think there is a place for it – but given today’s harrassment climate, etc. I would delete that answer. Better to lose the laugh and be repectful. Thanks for allowing me to offer input! Linda

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  • Mike

    I am currently being retrained by state L&I in Property Management. I have no experience in real estate sales. It wasnt my choice of career but
    I’ll follow through with it anyway. My thoughgts are these: 1. An agent is to serve the neeeds of his/her client, not his/her own. 2. You cant serve two masters at the same time (Youself or your client)It seems to me you are more interested in serving yourselves and accumulating as much money as you can. What will help is a love for your clients. The kind of love that doesnt seek it’s own needs but rather looks to the needs of others first. It so much more rewarding and acually pays more!

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  • http://www.Evergreen-real-estate.com Evergreen real estate

    Hi Glenn,

    Better moderate the “Links LibrarY et al posts. Nothing like spamming an ethics test!

    In any case, I like the spirit of Redfin’s ethics requirement in choosing agents.

    When you are considering opening the Denver Metro market plese let me know.

    -Bob Maiocco
    http://www.DenversRealEstateNews.com

  • Kyle Knight

    Interesting approach…Traditional Brokerage companies are vehemently opposed to Redfin. Technology can never replace the Human side of the business.. So guess what? you have a huge demand for both! The real estate business has never been known for its Values, Ethics, Morals etc… But its nice 2 see the recruiting approach you have taken, and the diversity of people practicing Real Estate! I would like to take this test myself!

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  • http://golfsavingsbank.com/loanofficers/clayryan.htm Clay Ryan

    Hi Glenn,

    I realize I’m a Johnny-Come-Lately here, but just saw this and had to comment. Awesome and creative idea.

    Hannah took the words out of my mouth (9/25 post) in that the thought process reveals much more about a person than the answer. Using question 1 as an example, my initial gut reaction is that, first of all, the dollar volume involved with this client is irrelevant and that one’s treatment of the question and of the client ought not be any different for the $3M client than it is for the $150k client. While acknowledging that essay surveys are harder to objectively standardize, I also have to acknowledge from a hiring manager’s perspective, that seeing a candidate express something to the effect of that gut reaction gives me much more valuable information about that person than whether they ultimately bubbled in answer 3 or 5.

  • Stephen Pearlberg

    I went through each question and answeres each one with thought and honesty. Question 1 is somewhat open ended with the answer being either 3 or 5. Either answer could be correct. I have been involved in the real estate industry for 10 years and I learned from day 1 you should think about your clients first,then your company and then yourself.I think the rest of the test is worded fairly well although a percentage of applicants will answer the questions based on what they think the company wants to hear rather the what they truly think is correct. By the way I am applying to redfin right now for a transaction coordinator position and would love to work with a company that is ethical. I have dealt with many agents that are more concerned with their back pocket and the bottom line rather then providing 1st class customer service to their clients.

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  • Chris Webster

    I’m an applicant for RedFin in a major American city on the West Coast. I am an ex-member of the US military and have done work in civil service and also in the private technology sector (sales, marketing and IT). I totally understand what the test is getting at. Working in the realtor’s environment I have found more self serving individuals than I have ever seen in my experiences in the last 5 years. Agents spend lots of cycles appraising themselves, talking themselves up, and covering up the fact that a team of professionals work to help a client buy or sell a property. The minute a mistake is made, they scramble looking to find someone to blame, instead of taking responsibility or simply taking good measured action to effect a fix.

    I think Redfin is reaching for a better ideal, and a better way of proceeding with property sales. If no one tries to change the state of the art with property sales, then the status quo will only continue to attract self serving interests. I am looking for less self service, and more community service; more help with all the professionals who make a client meet their goals.

    Some of the questions on the test are familiar, and I’ve had to answer some of the client centered questions on my own several times. I’ve had clients, believe it or not, I’ve asked to walk away from because of the difficulty or unreasonable actions they try to take during a transaction.

    I think a values test is a great indicator of how Redfin intends to move forward…even in the face of unpopularity among agents in the markets they are trying to work in.

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