I agree with you. I remember a very interesting point made when working on my MBA. What is the first job of every CFO? #1 to keep his job #2 to guide the financial management of the company. Might hold true for the Agent. First job is to keep a client happy, next job is to sell the home. As you pointed out the client did not know all the variables so in the end maybe they lost money but ignorance might be bliss. Relative to other offers at the point they sold they might have been very satisfied with their agent. So there might be a time variable at work aswell. As you stated you opinion of their house changed as you got more savy of the market. Maybe their firmness softend as they became more savy aswell.