The residence was previously owned the grandparents of Robyn Thompson (the Martin family), for which another Martin family member, who attended the open house the day prior, indicated was emotional for her. Due to COVID-19, to ensure the safety and wellbeing of the homeowner, the agents, and the prospective buyers, we have instituted protocols on flow, amount of time in the house, and number of occupants during an open house. Following that protocol, I asked Robyn Thompson and Duong An not to linger and to follow the flow. In addition, I requested they not make loud negative comments about the current state of the home which could be heard other prospective buyers. After I made these requests, the situation escalated, and I ultimately suggested that if they didn’t follow protocol that they would have to leave. At that point they, not I, suggested I call the cops, and I did not.