That's just the way it is.
http://www.realtor.org/sites/default/files/handouts-and-broc...
In reality most brokers simply take any calls that come in from commercial MLS types (say loopnet.com) and may call a few people and put in a nominal amount of effort.
Speaking of loopnet a few years ago I put a property on that site. One day I get a call from a broker for his client. I immediately let him know that I will give him 6% commission for the deal. And of course he was very motivated then to convince his client to take the property because if he found him another property it not only is work for him (that was listed by another broker) he would only get 2.5 or 3%. And another owner (if there were any) might give him a hard time about paying commission.
By the way this type of thing isn't learned in Wharton (where I went btw.). It is learned by observing what others do and reverse engineering things that you see that are out there that are happening. And interpreting your own reaction to events to draw conclusions as to why people behave the way that they do.
However I am paid to negotiate and buy things for people (not real estate). I have even had people tell me that they will pay me more if I can get them a better deal. I tell them that they don't have to do that. That I charge a fixed fee. [1] (And the fixed fee varies btw.) The truth is I get them a good deal because (as I mentioned in my other comment) this is a game for me that is fun and that is the reason that I do this. The money that I make is secondary (one reason is it's not my primary source of income).
In one case I already had a buyer and a seller agree to a deal. The buyer (my client) agreed to the price that I had negotiated and was very very happy. However when talking to the seller I sensed weakness. So I exploited that and got them a better deal than they had already agreed to. Just for the fun of it and because I could. Just to hear the pleasure in my client's voice. Was worth a great deal to me. Didn't make 1 penny more.
So my point is although I think in general (and a book that I can't remember the name of talked about this concept with regards to realtors) you are right there are almost certainly realtors who act the same way that I do in other words they do act in the client's best interest because it is a game for them like it is for me. I guess the key is finding that type of realtor.
[1] Some people who do what I do charge a fee based on "how much they save someone over their budget". So the game there is that they try to get you to increase your budget while knowing that they will be able to buy for much less so they are playing you knowing you don't know what they know about the market.
If the answer sounds like some standard BS such as "well I really like helping people get into the home of their dreams at the lowest price!!!!" or something canned or manufactured "we win when you win!!! I like win win deals" and so on then perhaps that is just someone who is going through the motions and isn't really in to what they are doing.
Just like with computers. There is the guy who is in it strictly to make a buck, but would never tinker or experiment after hours, and the guy who really enjoys programming for the fun of it and was doing it as soon as they could or as soon as they were exposed to it.