This is a fairly common complaint with some buyers and renters. I'm always delicate in how I respond to clients who ask this, because this question runs much deeper than one would think.
The truthful answer -- which I am very unlikely to respond with in such direct terms is...
"Yes, I am listening to you, and the reason we can't find what you want is that it doesn't exist."
More often than not, this is an expression of frustration that ones' budget is not up to the level of ones' desires. Most buyers experience this unpleasantness to some extent, but most people come to terms with the reality of the situation and adjust their search criteria accordingly. The people who seem to have the most trouble accepting the limitations of their desires tend to be people from outside New York City who must adjust to a very different market than they're used to. Many of these people are very successful and are used to being among the "well-to-do" of their home region. It can be very difficult to accept the fact that a one-bedroom apartment can possibly cost as much as a 5 bedroom McMansion with a 3 car garage back home.
I honestly sympathize with people in this regard, and I understand that there is an education process in learning the specifics of a new market. Most people come around sooner or later, but there will always be that one person digging their heals in and insisting that... "You aren't listening to me! Why can't you find me what I want?"
Sometimes you just have to wish a client the best of luck and acknowledge that you are unable to provide the service they require, bid them a genuinely fond farewell, and recommend that they engage another brokers' services.
Reach me at: michael.sussilleaux@corcoran.com
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