My husband and I once went in to a car dealership to buy a new SUV. The new car was intended for 
me. The entire time we were there, the salesperson spoke only to my husband--despite the fact that we made it very clear that this was to be my car. We walked out of that dealership and bought a different car from a different salesperson. Last week when we drove by the dealer my husband turned to me and said, 'we'll never buy a car there.' What makes that significant is that it has been 15 years since this happened. Obviously, it was not just me who felt slighted.
I have, on occasion, signed contracts with clients who were previously working with other Realtors. In one case, I was told by my new clients that the reason they did not continue their relationship is because the wife felt slighted and ignored by the previous Realtor. As an American Citizen who grew up in another country, she had been told that their former Realtor did not understand her accent. Instead of working through the problem, he opted to talk only to the husband and ignored her during the entire listing period. If the parties had agreed that it made sense to have the husband be the sole contact that would have been a different situation; in this case the decision was made by the Realtor without discussion between the parties. In fact, I find the wife's English to be very good and she has offered to repeat anything that I have difficulty understanding--I need only ask.
I think that we all have people that we 'click' with. As Realtors, and others dealing with the public, our job is to communicate with everyone--not just those with whom we are most comfortable. Not doing so can cost you money. In extreme cases, not doing so can cost you your license--I would contend that
ignoring a party to a transaction because you find them hard to understand could, in extreme circumstances, be construed as discrimination.
On occasion I will sign a couple to either to a Buyer's Agency or Listing agreement where I have a strong rapport with only one of them. I have found that when this is the case, it is my job--and obligation--to make sure that I include both parties in all discussions and prove to the wary party that I know my business. In every case, I have won over the doubter and we end up having a very strong and trusting relationship.
At the end of the day, the work that we do is a service business. Serving the needs of not just one, but all parties in the transaction is the key to our continued success and future business.
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Holly - that should send an interesting message to Agencies and Managing Brokers too! The sales agents (Realtors and the like) that you choose to hire into your office are your front lines with the public.
They can make you or break you. And sometimes, even if they're top producers, they can do irreparable harm to your reputation around town.
I always try to include both parties even if I have a better relationship with one over the other. I think both appreciate it. I had to laugh about your car experience because a similar thing happened to me years ago and I too did the same thing. Bought my car from someone else! The salesman's ignorance lost him a sale.
Well said Holly!
As you mentioned, it's our job, AND obligation, to include all parties in the transaction.
I've spent almost 30 years in the car business. The dealership will never know what it lost due to a overlook from a salesperson that may have worked at the facility for a short period of time (big turnover job)
Good post.
Tony
What a great post Holly. I know that I have to push myself sometimes to call the client's "spouse" that I am not clicking with. But, as you said; It's out job!!!! avoiding it is NOT the answer. Thanks again!!!!
We have all probably been on the recieving end of this at one time or another. Thanks for reminding us.
Holly this is an excellent post and I think it's notable that a bad impression not only harms a business relationship, it can last for years!