GOOD MORNING FROM ELITE AGENT 👋

Today, we pause to honour Remembrance Day - a time to reflect on the courage and sacrifice of those who served and continue to serve our country. In real estate, we spend our days helping people find homes, but this day reminds us that the freedom to do so was hard-won. As we observe the minute’s silence at 11am, we acknowledge not just the properties we build and sell, but the communities made possible by those who gave everything to protect them. Lest we forget.

Today’s read time: 7 minutes, 59 seconds

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CUSTOMER SERVICE

Why reliability is still the ultimate competitive edge

How Floorscape built trust through speed, empathy and accountability

In real estate, where campaigns move fast and expectations are high, great customer service isn’t a nice-to-have; it’s the foundation of trust. Floorscape director Michael Cardillo has built his business on that principle, creating systems that guarantee responsiveness, clarity and accountability. From a fifteen-minute reply rule to openly admitting mistakes, his approach shows that reliability and empathy matter just as much as speed.

Systems that make service measurable

Michael explains that you simply can’t leave customer care to chance; in his company, every email is tracked, reply times are monitored, and issues are expected to be resolved within 60 to 90 minutes. “You’ll never solve someone’s inquiry instantly, but that doesn’t mean you don’t reply,” he says. “We call it ‘bridge the gap’ - you reply instantly and say you’ve received it, and when you’ll follow up.”

Communication built on empathy

He also believes that clear, human communication is one of the simplest ways to build trust - and one of the most overlooked. Too many businesses, he says, rely on technical language or formal phrasing that creates distance rather than clarity. “Good communication is about empathy,” he says. “You should write how you would talk to someone. It should be very conversational.” By cutting out jargon and speaking plainly, Floorscape ensures that agents can easily pass on information to their vendors without confusion or translation, reinforcing both professionalism and warmth.

Owning mistakes earns loyalty

“We are the exact opposite of businesses that never admit fault,” he says. “If we make a mistake, we’ll void the invoice before someone even asks.” In an industry where agents depend on fast, fault-free turnarounds, he argues that honesty and accountability have become just as important to reputation as quality or price.

Read the full story here.

ICYMI, yesterday, we asked the question: Do you have a ‘Squidward’ in your office?

TOGETHER WITH AMLHUB

Jimmy Rees brings humour to serious compliance as AMLHUB launches new Tranche 2 campaign

Australasian anti–money laundering and compliance platform, AMLHUB, has partnered with comedian Jimmy Rees to launch a brand video that explains one of the most complex legislative changes facing real estate in decades. Following the passing of the Anti-Money Laundering and Counter-Terrorism Financing Amendment Bill, thousands of Australian agencies will soon fall under AUSTRAC’s expanded Tranche 2 regime, which introduces new requirements such as customer due diligence (KYC), risk assessments, and ongoing monitoring.

“AML is not exactly a crowd-pleaser,” says Mindy Evans, Marketing Manager at AMLHUB Australia. “But it’s critical, and the challenge has always been making it understandable, relatable, and maybe even a little bit enjoyable to learn about.” The campaign uses humour and storytelling to make the topic less intimidating while educating agents on what’s changing, why it matters, and how to prepare. “The bill itself is over 1,000 pages long, and for busy professionals, it’s easy to feel overwhelmed,” she says.

“If we can make people smile while helping them get it right, that’s a win.” Light-hearted in tone but serious in intent, the video underscores that compliance is not optional and encourages agencies to get ready ahead of the July 2026 enforcement deadline.

Watch the video and read more about the AMLHUB campaign here. (and have a laugh too)

5% DEPOSIT SCHEME

Lower-priced homes surge after deposit scheme expansion

Australia's more affordable homes are outperforming their expensive counterparts following the expansion of the Federal Government's 5% Deposit Scheme. Properties below the scheme's price caps increased 1.2% in October compared to 1.0% for pricier dwellings. While Darwin and Sydney showed the strongest differentials, experts caution this trend predated the October 1 policy change that increased income eligibility and removed caps on available places.

CHARITY

‘A Night Without Home’ raises over $1 Million to tackle homelessness

The property industry’s newly formed A Home for All Foundation has raised more than $1.02 million through its inaugural A Night Without Home campaign. Launched in September 2025, the Foundation aims to address homelessness caused by domestic and family violence by funding charities that deliver high-impact support services. The October campaign invited participants to spend one night without basic comforts, highlighting the reality faced by more than 122,000 Australians each night.

Advisory Committee Chair and LJ Hooker CEO Christine Mikhael said the fundraising success showed what the industry could achieve when united and Ray White’s Natalie Hortz added that their Connect 2025 conference played a key role in rallying support. “Our industry is powerful and we’re in a position to help drive this change and to start important conversations that help make a real difference in local communities.”

All funds raised will be distributed to partner charities in early 2026.

OPINION

Will robots redefine the way we build homes?

Automation and AI are reshaping industries across the globe, and the construction sector is no exception. With 3D printing, machine learning, and robotics now entering building sites, homes of the future could be designed and constructed faster, cheaper and with greater precision than ever before and early trials show robotic builders can reduce waste and cut timelines dramatically, offering a glimpse of what the housing market might soon look like. Nerida Conisbee explores how these innovations could help ease labour shortages and improve affordability, while critics warn of the risks of over-reliance on technology. As the tools of construction evolve, one question remains: how far are we willing to let machines shape the places we call home?

USA: 50 YEAR MORTGAGE

Trump proposes 50-year home loans

President Trump is eyeing 50-year mortgages as his latest solution to America's housing affordability crisis. The extended term would reduce monthly payments with a $400,000 home with a 6.575% interest rate would cost $216 less per month compared to a traditional 30-year mortgage. However, financial experts warn the plan faces legal hurdles under Dodd-Frank regulations and could significantly slow equity building for homeowners.

CELEBRITY HOMES

Hollywood star finally sells luxury home

Actor Rob Lowe has finally found a buyer for his midcentury Beverly Hills home after spending a year and a half on the market. The 2,970-square-foot property with three bedrooms and modern updates sold for US$4.195M, significantly less than his initial asking price of US$6.575M. Despite this reduction, Lowe and his wife have demonstrated real estate savvy elsewhere, having flipped a Montecito property for a US$9.7M profit in just two years.

MOVERS + SHAKERS

Ben and Nola Kloppers join Neilson & Co.

The award-winning husband-and-wife duo brings over 40 years of combined experience from REMAX New Zealand to Dave Neilson's elite team at REMAX Bayside Properties. More here.

Harcourts Local supports Day for Daniel.

Tim Williams and his team from four offices participated in Australia's largest child safety awareness event, wearing red to champion the Daniel Morcombe Foundation's child safety mission. 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

Showing buyers a home out of their price range is like letting someone ‘just try on’ a wedding dress for fun. Next thing you know, they’re emotionally attached and doing maths they swore they’d never do. 👰‍♀️💸

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

Wishing you a productive day!

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