Mutual customer?

Mutual customer?

Author: Rob Hahn and Greg Robertson November 6, 2025 Duration: 52:27

The Industry Relations Podcast is now available on your favorite podcast player!

Overview

Rob and Greg discuss Zillow's recent privacy policy changes to Follow Up Boss and the growing debate around data use and agent trust. They examine how Zillow's communication strategy has affected its reputation, drawing comparisons to past acquisitions like dotloop and ShowingTime. The conversation explores whether this move signals a broader industry shift in how tech companies handle customer data, AI integration, and transparency with agents.

Key Takeaways

  • Zillow's new Follow Up Boss privacy policy grants broader access to agent and client data.

  • Rob believes the change isn't malicious but calls it a major communication failure by Zillow.

  • Greg points out that Zillow lacks a dedicated team for agent-facing product communication.

  • The term "mutual customer" triggered agent backlash and should have been caught before release.

  • Both agree the issue highlights a pattern of Zillow "revising promises" made in previous acquisitions.

  • The discussion raises questions about trust, data usage for AI training, and the long-term impact on agent relationships.

  • Rob argues the real strategic risk is eroding trust—industry partners may start adding "yet" to every Zillow assurance.

  • Greg suggests this is part of a larger trend across tech companies as privacy expectations evolve

Links

Follow Up Boss changes privacy policy: chaos ensues

Zillow, Follow Up Boss, ChatGPT: How to Protect Your Clients and Build a Moat

Connect with Rob and Greg

Rob's Website 

Greg's Website 

 

Watch us on YouTube

 

Our Sponsors:

Cotality 

Notorious VIP

The Giant Steps Job Board 

 

Production and Editing Services by Sunbound Studios

 


Industry Relations is a weekly conversation hosted by Rob Hahn, also known as The Notorious ROB, and Greg Robertson. It operates at a unique crossroads, examining where the business of real estate collides with and is reshaped by new technology. This isn't a surface-level tech review; the discussion comes from an insider's perspective, built on years of direct experience within the field. Each episode delves into the practical implications of software platforms, shifting market data, and emerging business models that are actively changing how properties are bought, sold, and managed. The hosts analyze trends, debate strategies, and often challenge conventional wisdom, providing a nuanced look at the forces driving change. Listening to this podcast offers a deeper understanding of the operational and entrepreneurial challenges faced by professionals navigating this evolving landscape. You'll hear specific case studies, evaluations of new tools, and forward-looking predictions about what's next for the industry. The tone is direct and informed, reflecting the hosts' deep background, making it essential for anyone invested in the future of real estate as a business. Tune in for thoughtful, weekly analysis that goes beyond the headlines.
Author: Language: English Episodes: 100

Industry Relations
Podcast Episodes
Cui bono? [not-audio_url] [/not-audio_url]

Duration: 57:08
In this episode of Industry Relations, Rob and Greg analyze Zillow's recently released ZLAS policy language and debate whether it reflects a shift in Zillow's priorities. They discuss the implications of allowing broker…
Full Circle [not-audio_url] [/not-audio_url]

Duration: 53:23
In this episode of Industry Relations, Rob and Greg explore the idea of the elusive "end-to-end platform" in real estate. Prompted by Lower's acquisition of Movoto, they revisit decades of efforts by portals and brokerag…
Be Careful What You Wish For [not-audio_url] [/not-audio_url]

Duration: 52:58
In this episode of Industry Relations, Rob and Greg examine CoStar's recent announcement that Homes.com will boost listings banned on Zillow. They discuss whether this strategy is aimed at consumers or brokers, and wheth…
Back to books [not-audio_url] [/not-audio_url]

Duration: 51:25
In this episode of Industry Relations, Rob and Greg discuss the broader cultural trend of returning to physical, human-centered experiences amid rapid advances in technology and AI. They explore topics ranging from Compa…
I don't think that word means what you think it means... [not-audio_url] [/not-audio_url]

Duration: 1:00:32
In this episode of Industry Relations, Rob and Greg explore the evolving definition of an "open market" in real estate. They discuss how consumer expectations, technology shifts, and the dominance of platforms like Zillo…
You down with CCP? [not-audio_url] [/not-audio_url]

Duration: 46:49
In this episode of Industry Relations, Rob and Greg examine how changes to MLS rules, especially around delayed marketing and the Clear Cooperation Policy (CCP), are impacting portals, broker strategies, vendors, and the…
Who's Your Daddy? [not-audio_url] [/not-audio_url]

Duration: 1:09:00
In this episode of Industry Relations, Rob and Greg react to Zillow's announcement that listings violating the Clear Cooperation Policy (CCP) will no longer be allowed on its platform. They discuss how this move could im…
Does Size Matter? [not-audio_url] [/not-audio_url]

Duration: 52:47
In this episode of Industry Relations, Rob and Greg analyze the latest developments in the Clear Cooperation Policy (CCP) and its impact on brokerages, MLSs, and the industry at large. They also discuss how exclusive inv…
Clear as mud [not-audio_url] [/not-audio_url]

Duration: 56:08
In this episode of Industry Relations, Rob and Greg break down the big news about the Clear Cooperation Policy (CCP) and what its potential changes could mean for the future of real estate. They discuss the DOJ's ongoing…
Has the fat lady sung on CCP? [not-audio_url] [/not-audio_url]

Duration: 1:02:15
**This podcast was recorded the Friday BEFORE the announcement from NAR on CCP** In this episode of Industry Relations, Rob and Greg dissect the latest drama surrounding NAR's Clear Cooperation Policy (CCP), the DOJ's st…