"My last agent was terrible. I'm not sure I want to go through that again."
Response Framework
Listen fully → Validate → Differentiate without attacking
This is an opportunity to build deep trust. Ask them to tell you what happened — listen without interrupting or defending the industry. Validate their frustration completely. Then, without attacking the previous agent, explain specifically how your process is different: communication cadence, marketing strategy, negotiation approach. Offer references from past clients and suggest a 30-day trial listing agreement so they're not locked in. The goal is to make them feel safe enough to try again.
Key Phrases
"I'm really sorry that happened — tell me more about what went wrong."
"That's completely understandable. What would have made it a better experience?"
"Here's specifically how my process is different — and here are clients you can call."
"What if we started with a 30-day agreement so you can see the difference firsthand?"
Pro Tips
Listen more than you talk in this conversation — they need to feel heard first.
Have 3 client references ready who had great experiences after bad ones with other agents.
Offer a short-term listing agreement to reduce their perceived risk.