Thought Leaders – Real Estate Re-imagined (formerly The Elevate Podcast)

Shawn Hayes transformed LJ Hooker Southwest WA from a single office to a 4-location, 73-person operation – and AI tools played a massive role in their growth. Here's exactly how they did it.Key Takeaways:SMS campaigns sharing neighbourhood sales data get 10x more responses than "want an appraisal?" messagesAI doesn't replace the personal touch – it creates more time for meaningful connectionsOne-on-one training beats group sessions for tech adoptionStart with early adopters, let success stories convert the scepticsChaptersChapters00:01:28 From trainee to operations manager – Shawn's 23-year journey00:03:50 The Darwin market surprise – high-rise apartments and off-the-plan sales00:06:53 Current operation: 73 staff across 4 offices00:09:24 First AI experiments – from fear to amazement00:12:16 The indispensable AI tool: Rita SMS automation00:14:25 Pull vs push marketing – why value-first messaging works00:18:36 How AI handles responses (and when humans take over)00:21:03 The "suggested call list" feature that finds hidden opportunities00:24:29 Four types of AI users in organisations00:26:21 30-minute one-on-one training sessions that actually work00:30:04 Measuring AI impact on appraisal requests00:31:35 GoList: The lead allocation tool that saves hours daily00:35:03 Implementation advice: Soft intros beat hard sells00:40:25 Why personal touch matters more in an AI worldResources Mentioned:ChatGPT - AI assistant for content creation and analysis (http://openai.com/chatgpt)RiTA – SMS automation and lead nurturing (https://www.cotality.com/au/products/rita)GoList – AI-powered lead allocation system (https://www.golist.com.au/)Rex Software – Property management and CRM platform (https://www.rexsoftware.com)REIWA Innovate Conference – A ground-breaking event about the future of Real Estate (https://members.reiwa.com.au/s/innovate)Ready to Harness AI to Win More Listings?Get our free 5-day AI Crash Course and learn how to avoid 5 expensive business mistakes that lead to wasted time, lost listings and missed deals. Sign up now: https://aicourse.eliteagent.com/About Shawn HayesRegional Operations Manager at LJ Hooker Southwest WA. 23 years in real estate, from receptionist to managing 73 staff across Bunbury, Collie, Busselton and Dunsborough offices.LinkedIn: (https://www.linkedin.com/in/shawn-hayes-528829115/)Facebook: Shawn Hayes – LJ Hooker Property South West (https://www.facebook.com/profile.php?id=61578757919631)Website: LJ Hooker Southwest WA (https://southwestwa.ljhooker.com.au/)Contact: 08 97 91 6880Email: shawn.hayes@ljhsouthwest.com.auAbout Thought LeadersThe weekly show where Australia's top real estate operators reveal how they're reinventing the industry. Hosted by Samantha McLean, featuring practical strategies from agents, agency owners, and industry innovators who are driving measurable results.Discover More From Elite Agent & Samantha McLeanJoin the Spark Community for Innovation in Real Estate: https://spark.eliteagent.comSign up for The Brief for Daily Real Estate News: https://thebrief.eliteagent.comExplore AI Tools, Prompts and Workflows for Real Estate: https://aipoweredagents.comConnect with Elite Agent on SocialsInstagram: @eliteagentmagTwitter/X: https://x.com/eliteagentmagLinkedIn: https://www.linkedin.com/company/eliteagentmag/#EliteAgent #ThoughtLeaders #RealEstateAI #PropTech #AustralianRealEstate #ShawnHayes #SamanthaMcLean #LeadGeneration #PropertyManagement #RealEstateTraining #TeamManagement #LJHooker #SMSMarketing

We convinced two brilliant minds to argue opposite sides of one of the most controversial topics in real estate!What happens when you take a commonly held belief in the industry and get two brilliant minds to defend positions they might not even believe? Welcome to EDGE CASE – where we test assumptions and expose what people REALLY think.TODAY'S BIG QUESTION: "Do star agents deserve special treatment, even if it ruffles feathers?"THE TWIST: They flipped a coin to decide who would argue which side. One of them is arguing AGAINST their actual beliefs. You won't know who until the "truth reveal" at 45:00.IN THIS ROUNDDom "The Dominator" Thurbon – World top 10 debater, sold his company to EY, PM One Conference MC.Fiona Blayney – 30-year industry veteran who's pretty much seen it all, creator of PM One Conference.WHY EDGE CASE EXISTS: We're here to challenge traditional thinking in an era of disruption and change. Each Edge Case episode takes a controversial statement that the industry whispers about but never properly debates. We convince brilliant minds to argue BOTH sides – expanding how we all think about the biggest challenges facing property. This is intellectual combat designed to make the entire industry smarter.THE FORMAT: Round 1: Opening argumentsRound 2: Cross-examinationRound 3: Evidence bombsRound 4: Direct confrontationRound 5: RebuttalsRound 6: TRUTH REVEAL (they drop the act) VOTE: Should YOUR million-dollar agents get million-dollar treatment? Cast your vote in Monday's Elite Agent Brief (thebrief.eliteagent.com)SUBSCRIBE: For more Edge Cases coming your way.Connect with Dom ThurbonWebsite: www.domthurbon.com and www.alchemylabs.netLinkedIn: www.linkedin.com/in/dominic-thurbon-95b56836/Connect with Fiona BlayneyWebsite: www.realplus.com.au and pm1.com.auLinkedIn: www.linkedin.com/in/fionablayney/Join Fiona Blayney and Dom Thurbon at the PM One Conference in Sydney!Get your tickets here: www.pm1.com.auChaptersChapters00:00:00 Introduction: Should your million dollar agents get million dollar treatment?00:00:38 Meet the Host and Debaters00:05:28 Debate Setup: Choosing the Controversial Topic00:09:37 Opening Statements: Affirmative vs. Negative00:15:10 Round 2: Question Time and Clarifications00:24:44 Round 3: Data, Evidence, and Industry Research00:30:55 Rapid Fire Scenarios and Real-World Dilemmas00:36:50 Truth Reveal: What Do They Really Think?00:44:21 Leadership Advice and Sustainable Team Performance00:49:31 Closing ThoughtsDiscover More From Elite Agent & Samantha McLeanJoin the Spark Community for Innovation in Real Estate: https://spark.eliteagent.comSign up for The Brief for Daily Real Estate News: https://thebrief.eliteagent.comExplore AI Tools, Prompts and Workflows for Real Estate: https://aipoweredagents.comConnect with Elite Agent on SocialsInstagram: @eliteagentmagTwitter/X: https://x.com/eliteagentmagLinkedin: https://www.linkedin.com/company/eliteagentmag/#EliteAgent #ThoughtLeaders #RealEstateAI #PropertyTech #AustralianRealEstate #FionaBlayney #DomThurbon #PMOne #EdgeCase #RealEstateManagement

Ever wondered why some agents consistently win listings while others struggle month after month? The answer isn't better presentation skills or flashy marketing – it's mastering what Adam Joske calls "the biggest hole in our business."Adam Joske isn't your typical real estate coach. This REIV Residential Salesperson of the Year (2015) built a database of 4,000 contacts with 90% accuracy, consistently beating stronger presenters by playing the long game. After spearheading Belle Properties' Victorian expansion and breaking records for over 25 years, Adam now works intensively with just a handful of agents at a time – helping them double their income by fixing the industry's nurture problem.What you’ll learn in this episode of Thought LeadersWhy the 6 month - 2 year period is where 90% of agents disappear – and how to dominate this spaceFrom A to Advocate – Adam’s database categorisation system, and how he segments 4,000 contacts for targeted communicationHow to turn your newsletter into a revenue stream with local business partnershipsAI-powered efficiency - Create market reports in 5 minutes using ChatGPT and CoreLogic dataWhy throwing money at sporting clubs fails – and what community involvement works insteadChaptersChapters00:00:50 The lightbulb moment: Identifying the industry's biggest hole00:04:40 How to beat stronger presenters every time using systematic nurture00:09:10 Building a 4,000-contact database with 90% accuracy00:14:40 Segmentation strategy: Sending relevant listings to targeted audiences00:16:30 Market reports that work: Facts over fluff approach00:19:00 Ron's transformation: Reconnecting with 1,000 past clients00:24:20 The A to Advocate categorisation system explained00:34:50 Newsletter sponsorship: Getting local businesses to fund your marketing00:39:10 First steps to building your nurture systemSubscribe for weekly real estate insights that ambitious agents use to build competitive advantage. Hit the notification bell to never miss strategies from industry thought leaders.About Adam JoskeMulti-award winning Melbourne real estate leader with 30+ years selling experience. Now operates as freelance consultant working with select agents to implement systematic client nurturing. His approach focuses on relationship building over lead generation, helping agents create predictable income streams through database mastery.Resources Mentioned:ChatGPT - AI assistant for content creation and analysis (http://openai.com/chatgpt)Cotality (formerly CoreLogic Australia) - Property data and analytics provider (https://www.cotality.com)Connect with Adam JoskeLinkedIn: https://www.linkedin.com/in/adamjoske/Facebook: https://www.facebook.com/adam.joske/Instagram: https://www.instagram.com/adam_joske/Discover More From Elite Agent & Samantha McLeanJoin the Spark Community for Innovation in Real Estate: https://spark.eliteagent.comSign up for The Brief for Daily Real Estate News: https://thebrief.eliteagent.comExplore AI Tools, Prompts and Workflows for Real Estate: https://aipoweredagents.comConnect with Elite Agent on SocialsInstagram: @eliteagentmagTwitter/X: https://x.com/eliteagentmagLinkedIn: https://www.linkedin.com/company/eliteagentmag/#EliteAgent #ThoughtLeaders #RealEstateAI #PropertyTech #AustralianRealEstate #AdamJoske #RealEstateCoaching #ClientNurture #DatabaseManagement

“Be a trailblazer - not a follower!” That's Antonia Mercorella's advice for standing out by 2032. As the CEO who modernised a 100-year-old institution, she knows something about thinking differently.Antonia Mercorella didn't follow the traditional path to becoming Australia's most influential real estate institute CEO. As Queensland's first female and youngest REIQ leader, she's spent 10 years proving that sustainable change starts with solid foundations – not flashy initiatives. From theatre stages to courtrooms to boardrooms, her unconventional background equipped her with the negotiation skills and communication expertise that transformed a century-old institution into Australia's most forward-thinking industry body.Essential Insights for Real Estate LeadersWhy "boring" governance work creates competitive advantageThe member vs non-member decision that changed everythingAI implementation guidelines with legal safeguards – consent-based approaches that protect your businessCross-industry learning strategies for staying ahead of market shifts (why real estate agents should study medicine and other sectors)Leadership development pathways for women in real estate (practical mentoring approaches that work)ChaptersChapters00:00:00 Introduction and Guest Overview00:03:33 Antonia’s Early Career and Pivot to Theatre00:06:14 Lessons from Theatre, Communication, and Negotiation00:15:38 Modernising the REIQ: Foundations and Governance00:20:44 Innovation, Technology, and Realworks Platform00:24:47 Seller Disclosure Law Reform and Compliance00:30:35 Mandatory CPD and Elevating Professionalism00:34:50 AI, Data Privacy, and the Future of Real Estate00:40:30 Preparing for the Future: Olympics, Trends, and Trailblazing00:44:09 Women in Leadership and Mentoring the Next Generation00:48:16 Final Reflections and Takeaways🎯 Who this is for: Agency principals ready to build foundations for the next decade, not just chase this year's trends.Resources Mentioned:ChatGPT - AI assistant for content creation and analysis (http://openai.com/chatgpt)RealWorks - An e-signature and forms platform supported by real estate institutes, used by nearly every practitioner in Queensland for compliance and contracts. (https://www.realworks.com.au/)Training & Education:Alternative Dispute Resolution (ADR) Training: A type of training focused on conflict resolution, negotiation skills, and mediation that Antonia found incredibly beneficial.Mandatory CPD (Continuing Professional Development): Compulsory training for real estate professionals in Queensland, covering risk/compliance and other flexible topics like negotiation and marketing.Steve Jobs' University Address: Antonia references a famous speech by Steve Jobs about connecting the dots in one's career journey. (https://www.youtube.com/watch?v=5BSbOc5VYY8)Organisations & Government BodiesReal Estate Institute of Queensland (REIQ) - QLD's peak real estate industry body, representing the profession for more than 100 years. (https://www.reiq.com/)The Forgotten Women Charity: An organisation for which Antonia serves as an ambassador to champion diversity. (https://www.theforgottenwomen.org.au/)Connect with Antonia MercorellaLinkedIn: https://www.linkedin.com/in/antonia-mercorella-8b516a43/Discover More From Elite Agent & Samantha McLeanJoin the Spark Community for Innovation in Real Estate: https://spark.eliteagent.comSign up for The Brief for Daily Real Estate News: https://thebrief.eliteagent.comExplore AI Tools, Prompts and Workflows for Real Estate: https://aipoweredagents.comConnect with Elite Agent on SocialsInstagram: @eliteagentmagTwitter/X: https://x.com/eliteagentmagLinkedIn: https://www.linkedin.com/company/eliteagentmag/#EliteAgent #ThoughtLeaders #RealEstateAI #PropTech #AustralianRealEstate #RealEstateLeadership #WomanInRealEstate #LeadershipDevelopment

Can AI Replace Real Estate Relationships?What if the secret to thriving with AI isn't learning to be more like a machine – but discovering how to be more authentically human?That's the counterintuitive insight from Tara Christianson, who's spent over a decade helping agents navigate the intersection of technology and genuine connection. After delivering over 45 presentations across five Australian states, Tara has discovered something remarkable: the agents winning with AI aren't the ones replacing human touch with automation – they're the ones using technology to amplify their humanity.What you’ll learn in this episodeThe "doorman fallacy" – why efficient doesn't always mean effective in client relationshipsHow to use AI to analyse your Google reviews and craft a unique value proposition that actually resonatesThe three-pillar framework for digital presence: Talk, Listen, Engage (and why AI changes everything about execution)ChaptersResources Mentioned:ChatGPT - AI assistant for content creation and analysis (http://openai.com/chatgpt)Perplexity - AI search and research tool (http://perplexity.ai)Claude - AI assistant for writing and analysis (http://claude.ai)Notion - AI-powered workspace for organisation (http://notion.so)HeyGen - Create AI avatar videos (http://heygen.com)Loom - Video messaging and AI features (http://loom.com)Signull on Substack - AI and tech insights (https://substack.com/)Connect with Tara ChristiansonLinkedIn: https://www.linkedin.com/in/tchristianson/Discover More From Elite Agent & Samantha McLeanJoin the Spark Community for Innovation in Real Estate: https://spark.eliteagent.comSign up for The Brief for Daily Real Estate News: https://thebrief.eliteagent.comExplore AI Tools, Prompts and Workflows for Real Estate: https://aipoweredagents.comConnect with Elite Agent on SocialsInstagram: @eliteagentmagTwitter/X: https://x.com/eliteagentmagLinkedIn: https://www.linkedin.com/company/eliteagentmag/#RealEstateAI #PropertyTech #AgentTraining #DigitalTransformation #RealEstateInnovation #AustralianRealEstate #AgentLeadership #PropTech2025 #RealEstateStrategy #AIForAgents #EliteAgent #ThoughtLeaders #TaraChristianson #REAGroup #RealEstateCoaching

How do you bring AI into your agency — without losing the personal touch that made you successful in the first place?Kirstin Dunn started Semple Property Group from her dining room table back in 2013. Since then, she’s grown the business to over $54 million, all through strong relationships and exceptional service.Now, she’s taking things to the next level — integrating AI tools across every part of her operation. In this episode, Kirstin shares how she’s saving hundreds of hours for her team while still delivering the standout service her clients love.In this episode, you’ll learn:How one AI tool helped save 17+ hours per weekThe moment Kirstin realised AI could transform her workflowsHow to spot the right workflows for automationWhich AI tools are powering her business todayHer team-friendly for easy adoptionWhy she uses a one-in, one-out rule for AI subscriptionsHow she trains her team to get the most out of each new toolChapters:Chapters00:00:00 Introduction & AI in Business00:00:33 Meet Kirsten Dunn00:02:13 Early Adoption: Embracing AI & Overcoming Fears00:04:49 AI Tools in Action: From Reviews to Inbox Management00:08:46 Building an AI-Ready Team00:10:49 Experimenting with AI Tools00:12:53 Deep Dive: Using Go List & RiTA00:18:30 Training, Quality Control & AI Ethics00:23:02 Client Reactions & The Human Touch00:26:31 Advice for AI Adoption in Real Estate00:29:08 Final Reflections & Kirstin’s Recommendation To Take ActionResources Mentioned:ChatGPT: https://openai.com/Fyxer AI: https://www.fyxer.com/Go List: https://www.golist.com.au/RiTA: https://www.cotality.com/au/products/ritaConnect with Kirstin DunnLinkedIn: https://www.linkedin.com/in/kirstin-dunn-7a92a631/Semple Property Group: https://www.semplepg.com.au/Discover More From Elite Agent & Samantha McLeanJoin the Spark Community for Innovation in Real Estate: https://spark.eliteagent.comSign up for The Brief for Daily Real Estate News: https://thebrief.eliteagent.comExplore AI Tools, Prompts and Workflows for Real Estate: https://aipoweredagents.comConnect with Elite Agent on SocialsInstagram: @eliteagentmagTwitter/X: https://x.com/eliteagentmagLinkedIn: https://www.linkedin.com/company/eliteagentmag/#PropertyManagement #RealEstateAustralia #PropTech #RealEstateInvesting #PropertyManagers

What if everything you've been taught about property management is fundamentally wrong?In this game-changing episode of Thought Leaders, Ben White, co-founder and CEO of Ailo (processing transactions for 250,000+ users nationwide), reveals why the traditional "production line" approach to property management is undermining profits and driving away talent.As the co-founder and CEO of Ailo, Ben is now leading the charge toward what he calls "The Third Wave", – where superior investor experience, powered by technology, decides who wins.In this episode, you'll discover:Why property managers could earn 50% more (and the pay structure holding them back)How to transform regulatory compliance from cost centre to profit centreThe big profit opportunity hiding in all new legislationWhy treating property management like McDonald's is your biggest mistakeHow AI will expand services, not replace property managersThe mindset shift from "collecting rent" to "community relationships"Ready to implement The Third Wave in your agency?Access the FREE "Investor 3.0" course: https://thirdwavepm.eliteagent.education/Connect with Samantha McLean on LinkedInConnect with Ben White on LinkedInInstagram/X: @eliteagentmagResources Mentioned:Ailo Platform: https://ailo.io/Third Wave Property Management Course: https://thirdwavepm.eliteagent.education/#PropertyManagement #RealEstateAustralia #PropTech #RealEstateInvesting #PropertyManagers

What happens when your clients (or their parents) start fact-checking every recommendation you make with ChatGPT?This desperate comment from a Reddit post reveals what's happening when clients start trusting ChatGPT more than their agents.So, in this episode, Samantha McLean reveals the four strategies for protecting your deals from AI hijacking while turning this "threat" into your biggest competitive advantage.What You'll Learn:• How to handle the real estate ChatGPT expert• The “Above the Line” framework that makes clients value you above the technology• 4 proven scripts for dealing with AI-informed clients• Why being defensive (or offensive) kills deals (and what to do instead!)Resources Mentioned:📧 Free 5-Day AI Course: aicourse.eliteagent.com📰 Latest AI News and resources for real estate professionals: aipoweredagents.com💎 Premium AI Community for real estate with Tools, Prompts and Checklists: spark.eliteagent.com📖 "Exactly What to Say for Real Estate Agents" by Phil M Jones on AmazonRemember: Whether the consumer trusts you or the AI is entirely in your hands.Connect with Sam:📧 samantha@eliteagent.com💬 Got an AI question? Drop it in the comments!#RealEstate #ChatGPT #AIForAgents #RealEstateTraining #PropertySales #RealEstateMarketing

TL;DR: Today we’re releasing a new episode of our Thought Leaders podcast that unpacks the practical side of growing a values-led agency. Dion Besser explains how he stabilised a team that tripled overnight, balanced culture with accountability, and kept clients loyal through volatile markets. Listen on YouTube, Apple Podcasts or Spotify—and sign up to get it in your inbox each week. Dion Besser has spent more than two decades living what keeps a real estate business steady when markets, regulations, and staffing levels change simultaneously. After gaining experience in London, he returned to Melbourne to found Besser & Co., where a 2022 acquisition saw his staff list jump from eight to 24 in a single day. Instead of patching problems on the fly, he doubled down on a simple playbook: start with clear values, document the right way to work, and let those guardrails drive performance. Today, that 20-strong crew runs on transparency, honest feedback, and a habit of celebrating small wins. In this conversation, Dion explains how he hires, trains, and motivates people so that the next growth spurt feels orderly, not chaotic. “Most of the skills in real estate can be taught. What I look for is trust, loyalty, openness, accountability, drive.” Values come first—hire for character, train for skill Dion screens candidates with personality tests to see how they handle feedback before they even start. If they push back, they won’t suit an environment built on constructive candour. With values aligned, new hires step straight into detailed playbooks—everything from rent reviews to auction campaigns—so expectations never feel fuzzy. Culture is a journey—celebrate wins before cracks widen “It really is a journey for our clients and it’s a journey for our staff.” When an acquisition stretched the team, morale dipped until Dion formed a “Culture Collective” that meets monthly to spotlight quick victories—five-star reviews, seamless VCAT cases, record rent per square metre—and flag tension early. Regular recognition reset the mood and curbed turnover. Intrinsic meets extrinsic—design rewards beyond the paycheck “Find out what motivates them, and help them achieve that.” Commission still matters, but Dion ties KPIs to personal goals like clearing tasks daily or making 80 calls a week. When agents hit targets they set themselves, the reward lands deeper than trophies—and retention climbs because progress feels personal. Patience and persistence—guide clients through choppy markets “If you can’t take your clients on a longer journey, you’ll find yourself losing business.” With Melbourne prices wobbling and tenancy laws changing, Besser coaches his team to prep vendors and landlords for longer campaigns. Clear timelines, frequent check-ins and upfront reality checks convert possible frustration into trust—even when the news isn’t great. Own your agency choice—interview the interviewer “Ask a potential employer: What path to success do you have for me?” For newcomers eyeing 2025, Dion flips the script: treat job interviews like due diligence. If an office can’t outline a documented growth track—training, database strategy, social-media playbook—move on. The right environment, he says, is half the battle. Listen or watch → YouTube | Apple Podcasts | Spotify What’s one cultural tweak you’ve made that instantly lifted team performance? Jump into the comments or tag us on LinkedIn.

Curtis Thomson is something of a systems whisperer for industries bogged down by manual processes. Having cut his teeth in the construction world and then co-founding and scaling the field service management software Simpro across the globe, he witnessed firsthand how disjointed systems and repetitive tasks can drain businesses and the people within them. He saw friends in the trades working grueling hours only to face business failure and personal hardship, sparking a passion to solve these efficiency problems with technology. Now, Curtis brings his outsider perspective and deep experience in streamlining complex operations to the property management sector with Our Property. Property management, as he notes, is rife with accepted pain points—manual trust accounting, compliance burdens, endless maintenance cycles, and the thankless task of arrears management. Thomson sees a future where technology handles the “donkey work”, allowing property managers to escape mediocrity and focus on high-value activities like building relationships and growing portfolios. The conversation dives into the practical application of automation and AI to solve core property management challenges. It’s not just about surface-level fixes, but fundamentally rethinking processes like trust accounting, maintenance coordination, and even arrears collection to build more resilient, efficient, and ultimately more human-centric property management businesses. Breaking Free from “How It’s Always Been Done”—The Inertia Problem A recurring theme is the industry’s tendency to stick with outdated processes simply because “that’s the way we’ve always done it”. Curtis argues this isn’t unique to property management but a common human trait. He shared an anecdote about a customer acknowledging their agency hadn’t changed in 20 years and was actively trying to reconfigure. Escaping this inertia requires honestly evaluating which tasks add value versus which are just “busy work”. Curtis notes, “A lot of the time it’s just, we just keep doing it this way because it’s just the way we’ve always done it”. He stresses the importance of questioning processes: “Are you adding value to the conversation with the landlord right now? Are you adding value to the tenancy right now? Like, is it, is this good for the customer? Is this good for the business? If not, Why are you doing that?”. Trust Accounting Reimagined—Automating Compliance and Reducing Risk Trust accounting has always been a major compliance headache. Thomson explains how Our Property integrates the trust account differently, automating many manual reconciliation and disbursement tasks. This approach aims to eliminate human error and the associated risks, effectively outsourcing the compliance burden. Untangling Maintenance—Coordination Through Automation Maintenance is another area plagued by inefficiency. It involves numerous moving parts: capturing requests, coordinating trades, getting approvals, managing quotes, and handling keys. Thomson highlights the potential for automation to manage these complex workflows based on predefined rules and landlord preferences. He points out the absurdity of manual follow-ups: “Why am I having to chase the trade to bring the keys back? Can’t the systems just do that for me?”. Technology can handle routing emergency jobs, managing quote requirements, and even suggesting trades based on performance data, freeing property managers from constant chasing. Personalised Arrears Management—AI as the ‘Bad Cop’ Nobody enjoys chasing arrears. Curtis sees AI as perfectly suited to handle this often unpleasant task, moving beyond generic templates to personalised communication campaigns based on tenant behaviour and communication history. The system can determine each individual’s best messaging style (soft or firm) and channel (email or SMS). When a human intervention is needed, AI can apply guidance. This approach has demonstrably reduced arrears rates for agencies using the platform. Embracing Change—Focus on the Goal, Not Just the Pain Point Implementing change is challenging and often met with resistance. Curtis advises focusing on specific, tangible outcomes rather than just fixing isolated pain points while considering the overall picture. He emphasises the importance of involving the team and communicating the “why” behind the change to win hearts and minds. “You need to have specific goals”. When considering change, “What is it you’re trying to actually achieve? And then go about setting, you know, for that outcome”. Ultimately, Thomson urges leaders to reconnect with their original motivations: “I would like to have people remember why they’re here in the first place… A lot of us have lost sight of why we’re here”. Listen/Watch: YouTube Spotify Apple Podcast What’s your agency’s biggest “busy work” task that you wish you could automate away? Let us know in the comments!