A great deal of soul-searching was done on the part of the firm, but ultimately we emerged stronger as a result, and even more committed to quality customer service. The incident was also helpful in setting clearer guidelines as to what constitutes ethical behavior on the part of brokers.

One of the disadvantages of real estate is its individualistic nature -- even the best of firms can occasionally have difficulties with one or two proverbial 'bad apples.' However, as a firm, we are striving to create a sense of teamwork and a team ethic that we believe will become more popular in the industry as a model of running a firm.

If at any point during the story we can be of service to the newspaper, we would be happy to oblige. We have tried to put the incident behind us, but not the lessons we have learned. We would...
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