Letting & Estate Agent Podcast Countrywide’s Rise and Fall: A Playbook for Modern Agents - Ep. 2444
Jan 10, 2026
John Hards, former Group Lettings Director at Countrywide, shares fascinating insights on the company's rise and fall. He discusses how a people-focused approach fueled growth, contrasting it with the pitfalls of treating agencies like retail. Hards emphasizes the importance of service over product, advocating for hiring based on attitude and proper training. He warns about the rise of OpenRent and its implications for landlords, while also highlighting the need for competitive salaries to retain skilled property managers. His recommendations aim to future-proof modern estate agencies.
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People Not Retail Drive Success
- Countrywide grew because it was led by people who loved and understood the estate agency business.
- Turning a people-service into a retail model caused its decline because estate agency sells trust and local expertise.
Hire For Attitude, Train For Skill
- Recruit for ability but prioritise attitude and loyalty when hiring.
- Train skilled people; sack for attitude if they lack the right culture.
Pay To Retain Property Managers
- Pay property managers a decent salary to retain expertise and reduce churn.
- Keep experienced managers long-term so they deeply know properties and landlords.