Buyer Resource Center › Choosing the Right Representation › Client or Customer? Agency, Loyalty, and Expectations
When you work with a real estate professional, the relationship you have matters. A client gets an agent's loyalty and advice. A customer gets honesty, but not advocacy. Understanding the difference, and how agency works in Oregon and Washington, helps you make sure someone is truly on your side.
5 Things to Understand About Agency
Client vs Customer
As a client, your agent represents you. They advise you, negotiate for you, and put your interests first. As a customer, you're working with an agent who represents someone else, usually the seller. They must be honest with you, but they can't advocate for you.
The Duties Your Agent Owes You
As a client, your agent owes you duties that include loyalty, confidentiality, full disclosure of important information, reasonable care and skill, and accounting for any money they handle.
How Agency Works in Oregon
Oregon brokers must give you an initial agency disclosure pamphlet early in the relationship. A broker can represent the buyer, the seller, or, with everyone's written consent, both sides in what Oregon calls disclosed limited agency.
How Agency Works in Washington
In Washington, a broker working with a buyer generally represents the buyer unless agreed otherwise in writing, and a written buyer services agreement is required. Dual agency is allowed only with written consent from both parties.
Shared Expectations Make It Work
A strong agent relationship is built on clear expectations. Talk about how often you'll communicate, how you'll make decisions, and what you expect from each other. Put the key terms in your written buyer agreement.
The bottom line: Being a client means having someone in your corner who owes you loyalty, confidentiality, and expert advice. Know who represents whom, read your agency disclosures, and set clear expectations up front. I represent buyers as clients, and protecting your interests is my job.
Frequently Asked Questions
What's the difference between a client and a customer in real estate?
A client is represented by the agent, who owes them loyalty and advocacy. A customer works with an agent who represents someone else and is owed honesty, but not advocacy.
What duties does a buyer's agent owe me?
Duties include loyalty, confidentiality, disclosure of material information, reasonable care and skill, and accounting for funds. Your agent puts your interests first.
What is disclosed limited agency in Oregon?
It's when one broker or brokerage represents both buyer and seller with written consent from both. The broker must remain neutral on certain issues, so each side gives up some advocacy.
Is dual agency allowed in Washington?
Yes, but only with written consent from both buyer and seller. Washington also requires a written buyer services agreement.
Can I work with the listing agent as my agent?
It's possible in some cases with written consent, but the agent will have duties to both sides. Many buyers prefer their own agent who represents only them.
When do I sign an agency disclosure?
Early in the relationship, typically at or before your first substantive conversation about buying, and again as part of your offer paperwork.
Keep Reading
5 Reasons to Sign with a Buyer's Agent
How a written buyer agreement protects you.
Read more ›What Your Buyer's Agent Does for You
Everything a buyer's agent handles, and how to choose the level of service you want.
Read more ›Why Veterans Hire an ABR® Buyer's Agent
How an Accredited Buyer's Representative helps you win with a VA offer and protects your interests.
Read more ›
Meet Your Veteran Realtor
Troy Doty, Principal Broker
Troy Doty is a Principal Broker with Northwest Realty Source in Portland, with 25 years in real estate and over 1,000 homes sold across the Portland metro and SW Washington. As a Marine Corps veteran, Troy has a true passion for helping Portland veterans and active duty military families buy and sell homes, whether you're PCSing in, transitioning out, buying your first home, investing in a duplex, triplex, or fourplex, or right sizing later in life.
Schedule a Call or Video Meeting ➜ More About Troy ➜ Free Veteran Buyer E-BookPrefer to call or email? 503.997.4169 · troy@nwrealtysource.com
Troy Doty, Principal Broker, Northwest Realty Source. Licensed in Oregon and Washington. ABR®, MRP, and SRES® are credentials of the National Association of REALTORS® and its affiliates. CIAS™ is a designation of U.S. Realty Training. Content adapted in part from ABR® consumer resources. This page is general information, not legal, tax, or lending advice.
