The Hidden Cost of Free Favors: Why Agents Must Stop Working for Nothing
Property agents are often seen as negotiators, marketers, or matchmakers — but in reality, they do far more than what the commission covers. From chasing paperwork to managing renovations, Malaysian agents perform countless tasks for free, hoping that effort leads to a closing.
But what happens when it doesn’t?
1. The Hidden Cost of “Free Help”
Every time an agent agrees to “just help check something,” it sounds harmless — until you multiply it by 50 clients.
Agents routinely:
- Send tenancy documents without charging disbursement.
- Monitor renovation progress for owners who live abroad.
- Check house condition before and after tenancy.
- Organize cleaning, handyman work, and key handovers.
- Chase rental collections and even handle tenant evictions.
- Offer free advice on loans, valuation, and legal matters — even when the case never closes.
Each of these takes time, coordination, and emotional energy. Yet, unless the transaction reaches the finish line, there’s no compensation at all.
2. The Commission Illusion
Agents justify these extra efforts by saying:
“Once this case closes, it will all be worth it.”
But in truth, many cases never close.
- Buyers change their mind.
- Sellers withdraw listings.
- Tenants back out after viewing.
- Developers delay payment.
The agent’s hours vanish — unrewarded.
And when clients learn that agents will “help anyway,” the line between service and sacrifice starts to blur.
3. Why This Culture Exists
The Malaysian property market rewards results, not process. No one pays for effort — only outcomes.
Over time, this has created a culture where:
- Landlords expect free after-sales help.
- Buyers expect free advice on financing and renovation.
- Agents undercut one another by offering “full service” with no upfront charge.
Its goodwill turned into a trap — a race to the bottom where everyone works harder for less.
4. When “Helping” Becomes an Unpaid Job
Take these common examples:
- A landlord asks an agent to monitor renovation progress “since you’re nearby.”
- A tenant calls the same agent to fix a leaking tap “since you arranged the tenancy.”
- A buyer demands loan updates “since you’re helping me buy.”
In all three cases, the agent acts as project manager, property manager, and financial consultant — roles that in other countries are separately billable services.
Yet in Malaysia, they are wrapped into one phrase:
“Can you help me one more thing ah?”
5. When Agents Try to Say No
When agents start setting boundaries — asking for management fees or service charges — they’re often met with surprise, or even offense.
But professionalism means more than saying yes. It means being clear about what’s included, what’s not, and what deserves compensation.
A simple guideline:
- Negotiation & closing work → covered by commission.
- Post-deal services (cleaning, renovation, tenant management) → charge separately.
6. How to Break the Cycle
a) Set expectations upfront.
Clarify what services are included and what are optional add-ons.
b) Use written agreements.
Formalize arrangements for property handover, rent collection, or management.
c) Educate clients.
Explain that “free” services still cost time — and time is part of professional value.
d) Create win-win value.
Instead of rejecting requests, offer management or coordination packages at transparent rates.
7. The Bottom Line
Most property agents don’t mind helping — they mind being undervalued.
When every “free favour” becomes expected, it’s no longer goodwill — it’s exploitation disguised as gratitude.
Professional agents must stop working for invisible rewards. And landlords who appreciate true service should start recognizing its worth — not with promises, but with fair compensation.
Free labour may feel convenient, but it’s the fastest way to kill professionalism in real estate.
