At Zillow, we know that real estate agents are more than market experts. They’re trusted guides who bring empathy, creativity and problem-solving to some of life’s biggest moments. Many of us at Zillow have experienced that impact firsthand, and our employees’ stories show exactly why we believe so deeply in the partnership between agents and their clients.
Compassion in action
When Mary Ellen Fukuhara, director of Strategic Affairs and Investor Relations, helped her mother sell their family home in Washington, her agent did far more than list a property. “She held my 83-year-old mother’s hand through every step,” Mary Ellen said.
Recently widowed and selling her home for the first time, her mother felt overwhelmed. Her agent, Vienna Gilman-Lyon (Paramount Real Estate Group, also a Zillow Partner Agent), spent weekends helping clean closets and make small repairs, all while keeping her client informed and calm. Within a week of listing, they received multiple offers above asking price.
“My mother is now happily settled in her new home, stress-free,” Mary Ellen reported.
Service that sets a new standard
Mike Caputo, principal product manager, learned what a difference the right agent can make when helping his parents with their home search.
His parents were looking for a home in Ohio, where they could spend summers away from the Florida heat. When their search hit a wall, Mike suggested they try Zillow. Within minutes, they were connected to an eight-year veteran agent Kyle Coffman (Real Brokerage Technologies/Real of Ohio, also a Zillow Preferred partner agent).
The agent immediately arranged a Saturday-morning showing, conducted a three-way video tour and stayed in constant contact. Although their offer ultimately lost to an all-cash buyer, the experience completely changed how Mike’s parents felt about the process.
“This experience has not only shown us how critical an agent is to the process, but also how critical the right agent is through the ups and downs — one who is proactive, communicative and makes a buyer feel like their top priority,” Mike said. “Zillow helped my mom find that agent, and it has completely changed the way they feel about the home search process. For them, the hunt continues.”
Guidance that builds confidence
Even with preparation and research, the home-buying process can move faster than expected. Meg Dudley, brand strategy & management director, and her partner learned that when they bought their first home after moving from New York to New Jersey. “We thought we were prepared — we had our budget spreadsheets, we’d done the research, we knew the steps, we’d waited years. But nothing really gets you ready for how fast things move and how many quick decisions you have to make.”
As first-time buyers and expats with no family experience in U.S. real estate, they relied heavily on their agent, Sara Brown (Coldwell Banker). Sara guided them through every decision, including understanding the trade-offs between space, location and budget, and she pointed out hidden risks.
“She seemed to anticipate our questions before we even asked them and was there day or night when panic set in,” Meg said. “Sara didn’t just help us buy our house — she gave us the confidence to even try.”
Partnership that feels personal
After a divorce, Dave Purk, principal sales compensation consultant, needed to sell his home of 18 years and buy a new one quickly. His agent, Daniel Frische (Smythe & Co Real Estate), worked through the weekend, coordinated with multiple parties and kept the process on track. “He made an extremely stressful and difficult time in my life as simple as possible,” Dave said.
Across every story, one theme stands out: Great agents care deeply about their clients. They listen, adapt and show up when it matters most. At Zillow, we’re grateful for the professionals who make the home journey not just possible, but personal.