How we define the people we work with can determine the treatment they receive. The word ‘buyer’ suggests we want to sell a person something. The word ‘vendor’ suggests we want to list a person’s property.

It seems to me these words – buyer and vendor – are indicative only of what we can get out of someone.

When you remove these words, what you end up with is a customer. Is it possible for us, as agents, to stop focussing on what we get out of people and simply serve our customers?