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.
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?
- Ignore the call and proceed with the sale.
- Explain that everyone has these anxieties and persuade him to complete the sale.
- Lay out each of his options, explaining the costs and benefits of each.
- Call the listing agent to discuss how best to keep the deal together.
- 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?
- 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.
- Advise her to contact the HR department; if she chooses not to, keep her confidence.
- Wait to see if the sexist behavior recurs and then escalate to HR as appropriate.
- 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?
- Nothing. Your first responsibility is to the client; it is the buyer’s responsibility to discover any problems himself.
- 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.
- 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?
- Tell the field agent to suck it up. The customer is always right.
- Fire the client straight away. Everyone is always respected.
- Assign the client to a different field agent, avoiding conflict.
- 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?
- 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.
- 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.
- 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?
- Prepare the offer, and attempt to win over the listing agent with your professionalism.
- Explain to the client that some listing agents are unethical, and focus on another property.
- 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.
- 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?
- 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.
- Ask the user to sign a buyer’s agency agreement and write the offer; showing the property is an unnecessary step.
- Call the user’s current agent and offer her a referral fee to compensate her for the loss of the commission.
- 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?
- Put off the client until you can talk to your manager and our attorney about our legal liability
- 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).
- Explain that a transaction this complicated involves many parties, and it’s hard to say who’s at fault.
- Your job is to help the client do what he wants to do. Write the offer.
- Give the client your perspective on the property; if he understand the problems and still wants to proceed, write the offer.
- 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.
- Organize a dinner with other Redfin colleagues to cheer her up.
- Recommend counseling to the friend; sometimes it’s better to respect personal and professional boundaries.
- Get the digits of the person who left her; that guy was cute!
- Go get your baby. He’s more important than your job. You can call the client later and explain the situation.
- 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.
- Write the offer as quickly as you can, even if it makes you a few minutes late to get your child.
- If the problem is outside your department, keep it to yourself. We need to trust one another, not try to drive from the backseat.
- Contact your manager to identify the problems.
- Suck it up and don’t complain. Redfin has a no-whining policy.
- 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.
- Respect the chain of command. Tell your manager about it and ask him to pitch to the executives.
- Ask if he needs help. If he says yes, help out.
- Unless you are absolutely and totally slammed, grab a sponge and pitch in.
- Get back to your clients; the client always comes first.
- “Thanks for all your help with the deal I just closed.” Short and sweet, and full of grace.
- “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.”
- “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.
- Immediately tell HR, so the manager can get the appropriate feedback without jeopardizing the working relationship you two have.
- Approach your manager’s manager, as that person is responsible for your manager’s conduct.
- 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.
- Contact the customer and apologize profusely, offering to host a tour of the remaining homes on his list.
- 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.
- 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.
- #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.
- Take care of your own clients and team first; if you have time, offer your colleague a few tips.
- Sit down with your colleague and explain how REOs work.
- 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.
- Yes, please explain __________________________
- No
- Yes, please explain __________________________
- 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)
James said:
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.
September 22, 2009 5:05 PM
Luann Richardson said:
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
September 22, 2009 5:28 PM
Bryce Schober said:
This is a really intriguing idea. Does anyone have links to help with the process of developing a meaningful test like this?
September 22, 2009 6:26 PM
Josh said:
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
September 22, 2009 7:42 PM
Tweets that mention This is Only a Test… | Redfin Corporate Blog, This is Only a Test… | Redfin Corporate Blog -- Topsy.com said:
[...] This post was mentioned on Twitter by mcgarty and Jonathan D. Nicholas. Jonathan D. Nicholas said: This is Only a Test… http://bit.ly/3EqSnR [...]
September 22, 2009 9:20 PM
Glenn Kelman said:
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?
September 22, 2009 9:59 PM
Top 5 real estate posts of the day for 9/23/2009 said:
[...] This is only a test… – A test for perspective real estate agents to work in a brokerage? [...]
September 23, 2009 6:52 AM
Cynthia Nowak said:
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
September 23, 2009 8:18 AM
Savan said:
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.
September 23, 2009 9:07 AM
Glenn Kelman said:
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?
September 23, 2009 9:56 AM
JanelleS said:
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.
September 23, 2009 10:06 AM
JanelleS said:
I should clarify, I was referring to answers 1,2 and 3 within question number 10.
September 23, 2009 10:08 AM
Savan said:
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?
September 23, 2009 10:33 AM
Your Old Roommate said:
It’s weird when a sentence is both complimentary and insulting at the same time.
But I’ll take it as a compliment.
September 23, 2009 9:03 PM
Glenn Kelman said:
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.
September 24, 2009 6:41 AM
Coley said:
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?
September 24, 2009 10:00 AM
Glenn Kelman said:
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.
September 25, 2009 4:34 AM
rosostrov.ru said:
It is an enormous number — 1 billion+. Is there a more detail available?
September 25, 2009 3:24 PM
Hannah said:
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!
September 25, 2009 6:03 PM
Glenn Kelman said:
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!
September 26, 2009 11:41 AM
forum.xakepok.net said:
What does transfering money to your credit card account do?
September 27, 2009 7:40 AM
tasuta online filmid said:
What are costs for periodic assessments?
September 27, 2009 9:57 AM
hosting-ru.net said:
Great info dude!!
September 28, 2009 1:22 AM
Tor said:
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.
September 28, 2009 1:58 PM
Scott Ruthfield said:
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.
September 28, 2009 9:17 PM
Ian Greenleigh said:
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.
September 29, 2009 3:04 PM
James V said:
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.
September 29, 2009 6:36 PM
Ray Pepper said:
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.
September 30, 2009 8:59 AM
Linda said:
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
September 30, 2009 12:28 PM
levitra said:
??? ???-?? ???????? ? ???? ??? ?????? ?? ?????? ?? ???????!
September 30, 2009 3:00 PM
freerolls said:
How much money should I bring on a 3 day trip to ottawa?
October 1, 2009 6:28 AM
UK lady sonia said:
There’s a wealth of information here. Thanks! I’ll be back for more.
October 3, 2009 9:45 AM
Do the Right Thing | Redfin Corporate Blog said:
[...] to smell that way. The only way to keep it fresh is to call out the values every day, guiding how we hire, pay and promote folks within Redfin, how we build our website and serve our [...]
October 5, 2009 9:53 PM
Broker to Congress: Don’t Extend the Credit (Just Keep Rates Low) | Redfin Corporate Blog said:
[...] Harry to buy a home. We have a fiduciary obligation to advocate fiscal responsibility, even — as we emphasize to every new hire — to dissuade home-buyers from a rash purchase. In this era of responsibility that was [...]
October 30, 2009 8:05 PM
Mike said:
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!
November 3, 2009 12:06 AM
Links Library said:
The percentage of children classified as special education continues to increase. Does anyone know why?
November 17, 2009 7:44 AM
Evergreen real estate said:
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
November 19, 2009 2:07 PM
Kyle Knight said:
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!
November 19, 2009 3:57 PM
What Redfin Learnt from Venture Capitalist Interogation said:
[...] We cycled through a few lame answers: “We prioritized margins over growth.” “We wanted to be realistic.” Then Redfin’s Sasha Aickin quietly pointed at the headcount line of our projections and said our rate-limiting factor is probably how quickly we can hire top-notch real estate agents. Everyone nodded. We got back from that meeting and began thinking about scaling agent hiring. [...]
November 29, 2009 12:05 AM
Clay Ryan said:
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.
December 7, 2009 1:48 PM
Stephen Pearlberg said:
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.
December 9, 2009 7:24 PM