Industry Relations Mutual customer?
Nov 5, 2025
Zillow's recent privacy policy changes spark a heated debate on data access and agent trust. The term 'mutual customer' triggered significant backlash, revealing communication failures at Zillow. Discussions highlight concerns over CRM data use and potential industry ripple effects as agents fear for their client lists. Both hosts emphasize the erosion of trust as a significant risk, while also placing Zillow's decisions within a broader trend in tech. The conversation wraps up with advice for agents to adapt to these evolving privacy expectations.
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Episode notes
Wife Analogy For Revised Promises
- Rob Hahn opens with a wife-analogy about repeatedly revising promises to illustrate trust decay.
- He uses escalating reactions to show how repeated changes eventually end the relationship's goodwill.
Privacy Change Creates Strategic Trust Risk
- Zillow's Follow Up Boss privacy change grants Zillow broad access to agent and client CRM data that wasn't previously allowed.
- Rob Hahn argues the move is likely non-nefarious but represents a major communication and trust risk for Zillow.
Communicate Big Changes Proactively
- Do proactive outreach before changing sensitive terms like privacy policies and explain motivations clearly to industry influencers.
- Prepare tailored communications for agents, coaches, and trade press to prevent panic and misinformation.