Sorry GEMinMD...didn't mean to offend you by my realtor comments, please accept my apologies. Residential and commerical are two different animals....there are far fewer commercial brokers than there are residential realtors and they usually operate under different methods. I don't think I've ever seen a commercial broker take a reduced commission, but residential realtors are a dime a dozen, they know it and they will take reduced commissions. This realtor of Jen's isn't doing her any favors...he's just giving her the rate he would give to someone like me as a consolation for his screwing up.
Residential realtors often over extend themselves by taking on any listing they can get their hands on because they are a dime a dozen and there is too much competition in their industry. They then fail to do their clients justice and you get situations like Jen's where the client is completely frustrated.
Commerical brokers are a differnt. There are far fewer listings for them to score and they take care of their clients. In Texas, they even have a different commission structure so it's hard to compare commercial with residential realtors/brokerage houses.
I really hope I didn't offend you...I wanted to explain a little of my position on this. Please don't be mad at me.