HOW MUCH IS TOO MUCH?

How much is too much? As agents we always go above and beyond. My partner and I live in a neighborhood one hour north of Atlanta. We have each lived there for 12 years and have been #1 for resales the past four years. Here is our scenario: We have a listing in our neighborhood. Our sellers had lost one contract and were anxious to sell. Homes sell here but at a slower pace. My partner receives a call from an individual who lives in Atlanta. She has one family member who lives in our neighborhood and has another family member who is moving to Atlanta from out of state. She saw our listing on the internet and thought it would be a good fit. My partner showed this individual the home a few times. Eventually the prospective buyer came in to see the home. Overall my partner was the only one who ever showed any of the family members the home. Enter the buyer’s agent. During the looking phase the individual Atlanta said that she had an agent who was going to assist her family member who was going to buy the home. Here is where it got interesting. This agent never showed his client the home. When we eventually asked him to show the home he said he did not have a lock box key, does commercial real estate, and had a bad back. Not only did he not show the home, he was not present for the inspection, appraiser, and the final walk through. He asked my partner to meet the above individuals. When it came to contracts, the buyer’s agent did not have access to residential contracts. Matter of fact my partner had to fill out parts of the purchase and sale agreemet, disclosures, amendments, and counteroffers. My partner did everything. Then there was the commission. Throughout the process the buyer’s agent claimed he was entitled to his commission. At the same time we had the following information for this listing: “If we show your buyer our listing, you receive 1%”. He did not see this because he did not access to our listing services FMLS and GAMLS. After conferring with our broker we put together a smaller commission for the buyer’s agent. Needless to say that did not go over well. At the closing the buyer’s agent used some new adjectives to describe my partner, broker, and myself. Eventually we settled the commission. So how do you handle this? We had a seller who needed to sell and we had made commitment to do this. We had a buyer, first time homebuyer, who did not know the proper protocol when it comes to working with an agent. How much is too much?