An individual should feel confident their agent has their best interests in mind and will act on it. Todd did that for me. In addition to the normal stuff of being responsive and a wealth of knowledge he goes the additional mile by being a counselor, advising me when I am selling myself short, and sticking around after the transaction is complete. Example of this: Todd was representing me in a purchase. It was a frustrating negotiation and I was ready to accept the seller's second counter offer. He counseled me through saying they still had room and we needed to go another round. Well, he was right. This transaction has been closed over a year and he is still in contact sharing knowledge with me.