Ben Kingsberry: Balancing technology and human connection in real estate

Has real estate gone too far with tech?

Ben Kingsberry CEO of Harcourts Kingsberry in Townsville thinks so and believes agents are leaving money on the table but not putting human relationships first.

In this episode of Elevate, Steve Carroll sits down with Ben, who shares his thoughts on the state of the industry and where he thinks it’s headed.

From building one of the most forward-thinking offices in the country to tackling industry-wide pressure points like staff engagement and investor turnover, Ben shares what’s working and what’s not.

Ben also talks about the hidden dangers of over-automating the client experience and why deep human connection might just be the industry’s biggest untapped advantage.

“The transaction can be quite simple these days—and sometimes that comes at the cost of the relationship. We’ve got to find the balance between efficiency and real human connection if we want to build trust and longevity in this industry.” – Ben Kingsberry

10 things you’ll learn in this episode:

1. How Ben transformed his business with a Silicon Valley-inspired office space
   Timestamp: 6-minutes
2. Why creating a workplace people want to be in drives better results than enforcing rules
   Timestamp: 7-minutes

3. The importance of open-plan design in fostering team connection
   Timestamp: 8-minutes

4. How regional real estate businesses develop unique efficiency models
   Timestamp: 14-minutes

5. Why Ben maintains a non-selling principal approach
   Timestamp: 17-minutes

6. Strategies for managing high investor turnover in regional markets
   Timestamp: 18-minutes

7. The industry’s current state of flux regarding technology adoption
   Timestamp: 21-minutes

8. The opportunity to deepen client relationships in an increasingly digital world
   Timestamp: 22-minutes

9. How poor communication, not misconduct, drives most industry complaints
   Timestamp: 23-minutes

10. Why staff engagement is Ben’s primary measure of business success
    Timestamp: 25-minutes

Links

Harcourts Kingsberry Townsville
LinkedIn

Detailed Episode Guide
Steve Carroll sits down with Ben Kingsberry, CEO of Harcourts Kingsberry in Townsville, a leader known for his curiosity about technology and his commitment to continuous learning.

Technology Evolution in Regional Real Estate
Ben shares how his approach to technology has evolved over the years, moving from adopting multiple “best in market” solutions to a more streamlined approach focused on simplicity and actual value. He notes that the most significant technological change during his tenure has been the shift to fully online platforms like Dropbox, Agentbox, and Console Cloud, which have enabled true mobility for his team.

While acknowledging that artificial intelligence may represent the next major shift, Ben maintains a thoughtful approach, carefully evaluating how new technologies can best serve his business rather than adopting them simply because they’re available.

Creating a Workplace People Want to Be In
Despite embracing mobile technology, Ben has recently invested in a remarkable office space that Steve describes as “Silicon Valley-worthy.” This apparent contradiction reveals Ben’s nuanced understanding of workplace dynamics. While he values mobility, he believes deeply in the power of team connection and office culture.

The new office features an open-plan design where the only closed door (besides meeting rooms) is the storeroom. Even Ben and the management team work in the open space, reinforcing a culture of transparency and accessibility. The office includes innovative “acoustic meeting pods” that have proven so popular they’re often fully booked.

Ben explains that this investment wasn’t just about aesthetics but about creating an environment where people genuinely want to be, rather than using rules to force attendance. The strategy has paid off with noticeable business growth since moving into the new space in July.

The Importance of Continuous Learning
Ben’s commitment to personal growth is evident in his pursuit of an MBA through Melbourne Business School’s senior executive program. Initially motivated by a desire to keep pace with his growing business, he’s found the greatest value in exposure to diverse perspectives from different industries and regions.

This outside perspective has already yielded practical benefits, including more detailed attention to financial drivers and a heightened awareness of the importance of speed in addressing both opportunities and challenges.

Regional Insights and Efficiency Models
Ben offers valuable insights into the unique aspects of operating a real estate business in regional Queensland. He notes that the lower average commission in regional areas necessitates greater efficiency, with some of his agents handling 50-60 sales annually without personal assistants—a volume that might seem unachievable in metropolitan markets.

This efficiency mindset extends to how the business approaches technology and market cycles. Ben points out that regional markets often operate on different timelines than major cities, creating a disconnect that technology providers and industry leaders should consider when developing solutions.

The Non-Selling Principal Approach
When asked about his role as a non-selling principal, Ben explains that this was initially a default position but has become a core belief. He feels it would be inappropriate to compete with his own team members for listings and sales.

Instead, Ben focuses on supporting and developing his team, believing that business success should flow from their individual successes rather than his personal sales performance.

Managing Interstate Investment and Rental Turnover
A significant challenge for Ben’s business is the high proportion of properties owned by interstate investors—up to 40% in some areas. This has shaped their approach to marketing and client relationships, particularly in managing their substantial rent roll of approximately 3,000 properties.

With an annual turnover rate exceeding 20%, the business must constantly work to replace properties that are sold by investors. Their strategy includes providing comprehensive services to interstate buyers, such as pre-purchase and pre-settlement inspections, with the goal of securing property management opportunities.

Industry Challenges and Opportunities
Fresh from a Harcourts conference on Hamilton Island, Ben shares insights about the current state of the real estate industry. The primary concern among business owners is the shrinking talent pool, particularly in property management. However, he sees a significant opportunity in reconnecting with clients on a more personal level.

Ben believes the industry has sometimes sacrificed relationship depth for transaction simplicity, creating an opportunity for agents who can balance technological efficiency with meaningful human connection.

Improving Industry Reputation Through Better Communication
As an active member of the Real Estate Institute of Queensland (REIQ), Ben is passionate about industry professionalism. He notes that most complaints against agents stem not from misconduct but from poor communication and assumptions about client knowledge.

He illustrates this with the story of a highly educated professional friend who still had basic questions about the property buying process, highlighting the importance of clear communication regardless of a client’s apparent sophistication.

Measuring Success Through Staff Engagement
Looking to the future, Ben identifies staff engagement as the key metric for measuring the success of his office investment. Rather than focusing solely on traditional business metrics, he believes that a team that is satisfied and engaged will naturally drive business success.

Summary
Ben Kingsberry’s approach to real estate leadership exemplifies a thoughtful balance between embracing technology and nurturing human connections. His investment in both a state-of-the-art office environment and his own continuing education demonstrates a commitment to growth that extends beyond simple profit metrics.

By prioritising team culture, efficient systems, and meaningful client relationships, Ben has created a regional real estate business that thrives on engagement and connection. His insights offer valuable lessons for real estate professionals everywhere, particularly in navigating the industry’s current technological transition while maintaining the personal touch that defines exceptional service.

FAQ with Ben Kingsberry

1. Who is Ben Kingsberry?
Ben Kingsberry is the CEO of Harcourts Kingsberry in Townsville, Queensland. He has been running the business since 2011, having taken over what was previously a family business. Ben is known for his forward-thinking approach to technology and workplace culture.

2. What makes Ben Kingsberry’s office unique?
Ben’s office has been described as “Silicon Valley-worthy” with a modern, open-plan design where the only closed door (besides meeting rooms) is the storeroom. The space features innovative acoustic meeting pods and a kitchen/meeting area designed to foster team connection and collaboration.

3. Why did Ben invest in a high-end office space when technology allows remote work?
While Ben values the mobility that technology provides, he believes deeply in the power of team connection and office culture. He created a space where people genuinely want to be, rather than using rules to force attendance, which has resulted in business growth and improved team dynamics.

4. What educational path is Ben currently pursuing?
Ben is studying for an MBA through Melbourne Business School’s senior executive program. He values the exposure to diverse business perspectives from different industries and regions, which helps him see beyond his “veggie jar” of the real estate industry.

5. Why does Ben operate as a non-selling principal?
Ben believes it would be inappropriate to compete with his own team members for listings and sales. Instead, he focuses on supporting and developing his team, believing that business success should flow from their individual successes rather than his personal sales performance.

6. How does Ben’s business handle the high proportion of interstate investors?
With up to 40% of properties in some areas owned by interstate investors, Ben’s team provides comprehensive services such as pre-purchase and pre-settlement inspections to make transactions easier for remote buyers, with the goal of securing property management opportunities.

7. What is the size of Ben’s property management portfolio?
Ben’s business manages approximately 3,000 rental properties, with an annual turnover rate exceeding 20%, requiring constant work to replace properties that are sold by investors.

8. What does Ben see as the biggest opportunity for the real estate industry?
Ben believes there’s a significant opportunity in reconnecting with clients on a more personal level, finding the right balance between using technology for efficiency and maintaining meaningful human connections.

9. What does Ben identify as the source of most complaints against real estate agents?
According to Ben, most complaints stem not from misconduct but from poor communication and assumptions about client knowledge. He emphasises the importance of clear communication regardless of a client’s apparent sophistication.

10. How does Ben measure the success of his business?
Rather than focusing solely on traditional business metrics, Ben identifies staff engagement as the key measure of success, believing that a satisfied and engaged team will naturally drive business success.