GOOD MORNING FROM ELITE AGENT

Happy Paperclip Day! Because in real estate, sometimes it’s not the CRM, the slick pitch, or even the perfectly staged throw rug that saves the day… it’s the paperclip. Holding contracts. Resetting routers. Opening mystery lockboxes.

Fishing that one vital document out of a jammed drawer. Today, we honour the tiny metal MVP quietly holding the deal (and your sanity) together.

Today’s read time: 6 minutes, 36 seconds

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PROPERTY MANAGEMENT

“Tenants are your next landlords.”

Suzanne Brown’s blueprint for customer-centric property management

At Rentwest Solutions, Suzanne Brown is rewriting the rules of property management, starting with a radical but refreshingly simple idea: treat tenants like valued clients, not afterthoughts.

As Director of Rentwest and President of REIWA, Suzanne has built a business model rooted in empathy, long-term thinking, and unshakable values. The result? A 91% referral rate and thousands of loyal clients who feel genuinely seen.

Tenants first, not last

Most agencies treat landlords as the real customer, but Suzanne flips the script. “Tenants are our next landlords and buyers,” she says. That mindset shift transforms how Rentwest onboards new renters: in-person meetings at the property, checking amenities, and even a welcome candle. These small gestures create emotional stickiness that builds loyalty from day one. And it’s not just kindness, and it’s commercial strategy.

Leading with values, not just policies

For Suzanne, values like compassion, community, respect, and knowledge go beyond lip service - they guide every client touchpoint. Her managers are empowered to act on them daily, whether by sending a handwritten card or helping a tenant through a tough patch.

“You’d be amazed what a handwritten card can do,” Suzanne says. When it comes to difficult moments, like rent increases or even evictions, the Rentwest team leads with clear, compassionate communication. And when a landlord’s actions conflict with the agency’s values? Suzanne doesn’t hesitate to draw the line.

“Sometimes you have to walk away from business that doesn’t align with your values,” she says.

Property management is a long game

Unlike sales, which are transactional, property management is relational. Suzanne sees her team as a part of people’s lives through milestones, marriages, babies, and even tough seasons. Every Monday, her team shares client gratitude to start the week on a high note. “It reminds us why we do this,” she says. As REIWA President, she’s encouraging the industry to evolve. Focusing solely on landlords isn’t just outdated, it’s unsustainable.

Read the full story here.

ICYMI, yesterday we profiled former soccer star turned real estate agent Adam Pearce.

TOGETHER WITH BIZCOVER

Is your insurance ready for EOFY?

As the end of the financial year (EOFY) approaches, real estate professionals are encouraged to go beyond just tax prep and reconcile another key area of business insurance. With risks ranging from professional errors to cyber threats and public liability, ensuring your policies are up-to-date could save you from major financial damage. What to review before June 30:

• Professional Indemnity Insurance: Essential for agents offering advice, with NSW mandating a minimum of $1 million per claim. It covers negligence claims related to your professional service.

• Public Liability Insurance: Covers injury or property damage claims from the public. A must for agents hosting inspections or open homes.

• Cyber Liability Insurance: Real estate businesses are attractive targets for cybercriminals due to their sensitive client data. Cyber cover can help mitigate costs tied to breaches and system downtime.

• Business Insurance Pack: A tailored bundle that protects office contents, equipment, and premises from fire, theft, accidental damage, and more. Optional extras include Tax Audit and Business Interruption cover.

Underinsurance is a real threat. If your policy doesn't reflect the true value of your assets, or hasn’t kept up with business changes like growth or relocation, you could find yourself financially exposed.

Read why EOFY is a timely moment to plug coverage gaps here.

DEPT OF ECO-HOMES

This feature adds $375K to Aussie homes, and buyers can’t get enough

New Domain research shows energy-efficient (EE) homes are attracting serious premiums, with buyers paying up to $375,500 more for features like north-facing orientation. So far this year, EE houses sold for 14.5% more on average, a $118K boost, while units saw a 12% uplift. Solar, double glazing and insulation aren't just good for cutting bills; they're driving buyer demand and clicks. Listings with EE features drew up to 36% more views. And it’s not just prestige suburbs cashing in, middle-income and regional areas are leading the charge. For agents, promoting these features could mean faster sales and bigger results.

DEPT OF SMSF

Super tax could force property sell-off

Labor's proposed tax on superannuation balances over $3 million could create a significant headache for SMSF property investors. The plan would tax unrealised capital gains at 30%, forcing investors to pay tax on paper profits without actually selling assets. Unlike shareholders who can sell portions of holdings, property investors might be forced to liquidate entire properties to meet tax obligations, potentially flooding the market with listings and reducing the rental supply.

DEPT OF AI

Never forget what happened at a conference again

We’ve all been there: you leave a meeting full of ideas… and then forget them by lunchtime. While Zoom might take minutes, it can’t catch that genius hallway chat or podcast gold nugget. Enter AI tools like Descript, Otter.ai, and Krisp, your new content sidekicks that do more than just transcribe. From instant summaries to automatic show notes and action items, these tools help turn talk into traction. Or, skip the tools and just feed a transcript to ChatGPT or Claude, with the right prompt, they’ll do the rest. Because the real flex isn’t having great ideas. It’s remembering, and actually using them.

CELEBRITY HOMES

Christina Ricci lists her LA home following fires

Good karma is coming for actress Christina Ricci! She has put her fabulous Silver Lake home on the market for $4.175M (approx. AUD $6.26M) as she searches for a larger property to generously support a family member displaced by the LA wildfires.

The 3-bedroom, 4-bathroom residence features sweeping views of the city, smart design details, and a rooftop terrace perfect for indoor-outdoor living.

MOVERS + SHAKERS

Jellis Craig Geelong acquires Hayden Real Estate

The purchase makes them the region's largest property management firm with nearly 2,500 rental properties under management and six Hayden staff joining their team. More here.

Troy Fitzgerald steps into ownership at Ray White Palm Beach

The former oil rig worker joins the Malan family in business partnership after building his reputation across Burleigh over the past decade. More here.

Success doesn’t rest on weekends! 
Get the latest on top agent and agency moves every Sunday with our weekly roundup in Movers & Shakers. Subscribe now.

AGENTS ON SOCIAL

Laser-focused at my desk, until someone says, “I’ve got tea,” and now I’m in a swivel chair, spun 180°, fully present for the drama. 🫖 🎭

Seen an Agent On Social we should include? Let us know here (email link)

Wishing you a productive day!

Elite Agent is the definitive platform for ambitious agents and industry players. Thought Leaders is the weekly show where top operators reveal how they’re reinventing real estate. AI-Powered Agents is your playbook for deploying AI that sells homes and scales teams.

Elite Agent is crewed by Mark Edwards, Catherine Nikas-Boulos, Rowan Crosby, Charmagne Arrubio and Samantha McLean. We aim to uplift the real estate industry by delivering forward-thinking, hype-free news and education that fosters knowledge and fuels ambition.

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