GOOD MORNING FROM ELITE AGENT

Research from Monash University has found that regular nut consumption is linked to a longer, healthier life, especially for older adults. A small handful of nuts (30 grams) provides protein, fibre, and essential nutrients, making them an ideal snack for agents on the go. Opt for unsalted options and keep a mix on hand to sustain energy and focus between showings.

Today’s read time: 4 minutes, 50 seconds.

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CUSTOMER SERVICE

Why should really care what your clients say about you

In real estate, word of mouth is more than just another marketing tool; it’s the backbone of success.

Positive client experiences don’t just bring in new business, they build trust, retain long-term customers, and keep reputations intact. Anne Crarey, who is executive general manager of property services at Little Real Estate, said introducing the Net Promoter Score (NPS) which is a common metric used in customer experience programs looking at the likelihood of recommending a given business, was a turning point.

NPS as a real estate game changer

The adoption of the Net Promoter Score (NPS) has transformed the way Anne approaches customer satisfaction. By capturing real-time feedback from tenants and landlords, the business has been able to identify issues early and address them before relationships are damaged.

”The scores measure customer loyalty - specifically how likely a client is to refer our services to others. Those who score 9 or 10 on the scale are likely to become repeat customers and speak glowingly about your brand or service whilst those who score between 0 and 6 are more likely to have had a negative experience and could detract others from engaging with you.”

Word of mouth: the foundation of real estate success

In real estate, word of mouth is not just an advantage - it’s essential. Positive experiences shared by satisfied clients directly translate into new sales listings, more properties in rental portfolios, and the retention of an existing customer base.

Anne explains that even the most sophisticated marketing campaigns cannot make up for a lack of positive testimonials from customers. The ability to inspire clients to recommend a business is the ultimate marker of success, and NPS is a valuable tool for ensuring that those recommendations keep coming.

Feedback: a gift for improvement

Customer feedback should be treated as an opportunity for growth. Whether it highlights issues with communication, software, or internal processes, every piece of feedback is acknowledged and used to refine operations. Anne said her business takes a proactive approach by following up with clients to discuss their concerns and outline plans for resolution.

”We treat every piece of feedback as a gift as it allows us the ability to improve.”

ICYMI, yesterday we featured Casey Laulala on our digital cover celebrating the All Blacks career from the rugby pitch to real estate

TOGETHER WITH LISTINGLOGIC

ListingLogic, a leader in digital marketing for real estate, has appointed Amy Drinkwater as Head of Partnerships for Australia and New Zealand. With over 20 years of experience in real estate and technology, Amy aims to deepen strategic alliances and empower agencies to maximise their digital presence.

“Agencies have an incredible power to shape the future of real estate marketing. With the right strategies and tools in place, their potential is limitless,” said Amy. “The future belongs to those who are prepared to innovate and lead.”

Read more about Amy’s appointment at ListingLogic here

SMART SNIPPETS

24 Ways AI can make real estate easier
At her recent AI-Powered Agents workshop in Auckland, Samantha McLean shared simple ways agents can use AI to save time and work smarter. From crafting better email campaigns to polishing video scripts and streamlining schedules, tools like ChatGPT and Crystal (plus LOTS of others) can handle the heavy lifting.

Josh Tesolin’s 45% market share: the secrets behind Quakers Hill’s top agent
Ray White's Bianca Denham sat down with agent Josh Tesolin from Ray White Quakers Hill to talk about how he has transformed the real estate game with a 45% market share in a suburb of 12,000 homes. Known for his goal-setting, he started in property management before becoming the youngest sole business owner at Ray White by age 25.

Shanghai reduces real estate transaction taxes
Shanghai has unveiled new tax reforms aimed at boosting its property market, effective from December 1. These changes will remove the tax distinction between basic "ordinary" and "non-ordinary" housing, which could lower the tax burden on larger properties. Sellers will now be exempt from VAT on properties held for at least two years, providing an incentive for longer-term ownership.

MOVERS + SHAKERS

Cathy Freeman and Dom Price to present at Ready25
Ready25 is gearing up for 2025 with an impressive line-up set for next years event at Royal Randwick. Olympic legend Cathy Freeman and Atlassian's Dom Price will present at the event, which is expected to attract over 1,500 industry professionals. The event will also donate half a million dollars to help end homelessness. 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.

SOUND WAVES

AI sparks a real estate revolution as data centres take the lead

Australia’s real estate investment trust (REIT) sector is shaking things up as AI takes the spotlight and data centres steal the show. Today’s curated listen explores why old-school assets falling behind and big player developers are flipping the script, betting big on a high-tech future.

Dive straight into the listen below or the deeper dive here.

Read the article from The Australian here

AGENTS ON SOCIAL

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

Wishing you a productive day

Elite Agent is crewed by Mark Edwards, Catherine Nikas-Boulos, Rowan Crosby, Giverny Pringle, 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.

Stories marked with * are sponsored, including 'Together With' and the weekday 'Movers & Shakers' sections. Interested in promoting your brand to Elite Agent’s audience? Learn more at eliteagent.com/advertise.

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