Estate Agency X – The Future of Estate & Letting Agency

Send us a textRunning a successful self-employed estate agency requires far more than just selling skills and a higher commission split. Holly Boylan, Operations Director at The Avenue, pulls back the curtain on what really makes their model work for agents earning six-figure incomes while maintaining genuine work-life balance.After starting as an agent with Purple Bricks in 2019, Holly transitioned to The Avenue where she discovered a critical gap: "We had no systems, we had no infrastructure, we had no processes." This realisation led her to step into the vital role of integrator, the person who transforms visionary ideas into practical, executable systems.What separates The Avenue from other self-employed models is their commitment to honesty about the challenges ahead. Holly speaks candidly about preparing agents for the inevitable "valley of despair" rather than selling an unrealistic dream. "Some really good estate agents are not good business owners," she notes, explaining how their blueprint guides agents through establishing foundational habits that prevent burnout when success arrives.Technology implementation forms a cornerstone of their approach, with Holly sharing insights about overcoming initial resistance to create systems that now empower their agents through automation and AI capabilities. The investment in proper infrastructure pays dividends as agents can focus on high-value activities rather than administrative burdens.Most fascinating is Holly's explanation of the integrator role, the person who takes the "first 10%" of vision, builds the middle 80%, and hands it back for the "last 10%" of execution. This balance of visionary leadership and practical implementation creates a powerful framework for sustainable growth.For anyone considering the self-employed route or looking to improve their existing business, Holly's insights offer a refreshingly honest roadmap to success. The Avenue's mantra "never be the biggest, but always the best" encapsulates their philosophy of quality over quantity, a principle that's helping their partner agents build businesses that serve their lives, rather than consuming them.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textWhat happens when a non-industry entrepreneur buys an estate agency? Dave Gibbons joins Estate Agency X to share the eye opening reality of transforming a struggling estate agency into a thriving operation by completely bucking traditional industry practices.Dave's journey began with a misconception, he purchased an agency thinking it would provide a "black book" of property opportunities for his development business. What he found instead was a business model trapped in the past, using outdated marketing strategies and undercharging for its services. Rather than conforming to industry norms, Dave applied his entrepreneurial mindset to the challenge.The transformation was remarkable. By raising fees from £999 flat to 1.5%+VAT and dramatically enhancing service quality including professional photography and presenter-led property tours, Dave created a more profitable business requiring fewer transactions. "I don't need 10 listings a month now, only six or seven at 1.5%. I'm doing less work, more money," he explains.But the conversation takes a provocative turn when Dave delivers his stark prediction: "The estate agency industry is on its last legs. You've got five years to become a content creator, the influencer of your town." He elaborates on how his own agency now employs more media professionals than traditional agents, creating engaging content about local family-friendly venues rather than just listing properties. This approach generates five times more engagement than traditional property marketing.Dave shares fascinating insights into how AI will reshape estate agency operations, potentially handling administrative tasks, phone calls, and viewings better than humans within five years. Yet he emphasises that success won't come to those who resist change but to those who position themselves as trusted local property experts while leveraging technology.Whether you're an estate agent wondering about your future, an entrepreneur considering entering the industry, or simply fascinated by business transformation, this conversation offers valuable insights into the rapidly evolving world of property sales and the critical importance of personal brand in a service-based industry.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textWhat happens when the summit you’ve spent years climbing isn’t where you’re meant to be? In this powerful episode, Dan Cohen shares his journey from Sales Director at a 15 branch agency to launching his own values driven business, You, Me and Property. After playing a pivotal role in the management buyout and growth of Paul Carr Estate Agents, Dan made the courageous decision to step away, not because he was done, but because he was ready to start again on his own terms.This isn’t just a story about going self-employed. It’s about rediscovering purpose in estate agency. Dan takes us back to his roots, sweeping pavements, speaking to locals and falling in love with the human side of the job. Over time, that connection got lost in the noise of targets, titles and transactions. What followed was a deep internal reckoning that led to the boldest decision of his career... to walk away from the comfort of leadership and create something more aligned with who he is and how he wants to serve.We talk openly about the emotional shift from corporate to independent life, the identity shake-up, the doubt, and the liberation of doing work that feels real again. Dan explains why his model doesn’t chase volume but instead focuses on experience, presence, and the emotional side of moving home. It’s about staying in the room from start to finish, not just to tick boxes but to leave a mark people remember.For estate agents considering their own ‘second climb’, Dan’s story is proof that success doesn’t always mean more branches, more staff, or more deals. Sometimes, it means stripping everything back and building something that reflects your values, your pace, and your purpose.In an industry where speed and scale are so often the focus, this episode is a timely reminder that connection is the real differentiator and that redefining success might just be the boldest move you’ll ever make.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textThe property industry is undergoing a seismic transformation, one that most agents have yet to fully grasp. In this powerful episode, Mark Burgess, CEO of Iceberg Digital, and Elite Performance Coach Rob Brady go beyond the buzzwords to reveal why AI is not just another trend but the defining technology shift of our time.Artificial Intelligence is no longer confined to writing a few lines of text. It now merges big data, machine learning and natural language processing to power tools that can think, act and adapt in real time. And while others are still catching up, Iceberg Digital is already five years ahead, thanks to nearly a decade of data infrastructure development.Mark explains how AI-driven websites can dynamically reconfigure themselves based on each visitor’s profile, showing different content to a landlord than a buyer, all without human input. He also introduces Uzair 2.0, Iceberg’s next-generation AI assistant built specifically for estate agency. Trained on industry-specific knowledge from valuations and viewing feedback to market cycles, Uzair doesn’t just understand the industry; it speaks its language.The episode explores how this level of intelligence allows agents to identify patterns invisible to the human eye: Which valuers consistently secure the best fees? Which clients are most likely to re-enter the market? Which landlords pose recurring issues? Combined with your brand’s voice and your own data, these insights are game-changing.But this episode isn’t a sales pitch, it’s a wake-up call.Mark’s message is clear: “This isn’t optional. You either adopt this technology to stay ahead or risk becoming irrelevant.” The divide is already growing between the agents embracing AI and those clinging to legacy systems. One group will thrive; the other will simply not survive.If you're serious about future-proofing your agency, this episode is essential listening. Discover what’s next and how you can lead the change, not chase.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textWhat does it really take to leave a well-paying corporate estate agency job and build your own business from scratch? Chris Webb's compelling journey offers a raw, unfiltered look at the realities of entrepreneurship in the property sector.Having climbed from junior negotiator to performance director at a major property franchise group, Chris found himself at a crossroads familiar to many successful professionals – financially secure but deeply unfulfilled. His brutally honest account of reaching a breaking point, selling his possessions, and embarking on a 14-month travel adventure sets the stage for a fascinating exploration of reinvention and purpose.The heart of this conversation revolves around what it truly takes for estate agents to succeed when going independent. Chris challenges the rosy narratives often promoted by franchise models, revealing the stark statistics of how many self-employed agents struggle or fail within their first year. His practical advice on financial preparation (9-12 months of runway), marketing strategies (omnipresence in your local market), and authentic personal branding provides a reality check for agents with entrepreneurial aspirations.Most valuably, Chris shares his philosophy of success based on results rather than effort – "I do not confuse effort and achievement" – and how this shapes his approach to building businesses today. His insights into becoming the "digital mayor" of your town and the future of the estate agency profession offer a compelling roadmap for agents at any stage of their career journey.Whether you're contemplating making the leap to self-employment or simply seeking to build a more authentic and rewarding estate agency practice, Chris's combination of hard-earned wisdom, practical strategies, and refreshing candor makes this episode essential listening. His story reminds us that true success comes not from following others' paths but from having the courage to forge your own.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textThis episode of the Estate Agency X podcast takes a deep dive into the recent Iceberg Summit, a gathering that didn’t just showcase the future of estate agency but reignited the fire within those shaping it. Held in East London, the event was more than just a conference; it was a moment of reflection, connection, and forward-thinking innovation. For Mark Burgess, it was personal. Standing in the very place where he once battled his own struggles, he saw just how far he, and this industry, have come. The summit wasn’t about sitting back and listening; it was about engaging, challenging the norm, and stepping into the next phase of estate agency. At the heart of it was Lifecycle 5, Uzair 2.0 and Neuron, the latest evolution of Iceberg’s technology, designed to bring agents closer to their clients than ever before through big data, AI-driven insights, and hyper-personalised marketing. But beyond the tech, this was about people, the agents who came together, the stories they shared, and the energy that sparked from real conversations. Rob and Mark break down their biggest takeaways, from the power of genuine community within the industry to the critical shift in how agents need to operate moving forward. The event proved that those willing to evolve, embrace change, and lean into collaboration are the ones who will thrive. It wasn’t just another summit; it was a reminder of why we do what we do. Tune in as we unpack the key moments, the standout ideas, and why this year’s summit left a lasting impact. And if you haven’t already, hit subscribe, because the future of estate agency isn’t waiting for anyone.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textWhat does it take to transform a family run business into a thriving estate agency while balancing life as a parent? In this episode, we sit down with Sarah Driscoll, who made the leap from a career in quantity surveying and construction management to leading M&M Estates in Gravesend. Sarah shares how she shifted her mindset from working in the business to working on it, creating a sustainable model for growth that isn’t about chasing rapid expansion but about building a business that truly works for her and her team.At the heart of Sarah’s journey is the power of trust, delegation, and empowering a team to operate independently. She opens up about the transition from employee to owner, the role her mother has played in maintaining business operations, and how she’s developed a structure that allows the agency to thrive even in her absence. For business owners looking to grow without burning out, Sarah offers a masterclass in strategic leadership, financial decision-making, and the importance of creating a strong team culture.Communication and personal branding play a huge role in standing out in the property industry, and Sarah has mastered both. She shares her insights on building meaningful client relationships, making her agency memorable in a crowded market, and using leadership by example to refine customer service. Her approach to coaching and mentoring within her business highlights the importance of constructive conversations, problem solving, and continuous improvement, all of which contribute to a strong reputation and long term success.Join hosts Mark and Rob as they dive into Sarah’s story, one of transformation, leadership, and building a business that works for you, not the other way around.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textRunning an estate agency is one thing. Scaling it efficiently while maintaining strong foundations? That’s another challenge entirely. In this episode of Estate Agency X, Mark and Rob sit down with Ben Moser, Operations Director at Petermans Estate Agents, to explore what really drives a successful agency from the inside out.Ben shares his journey in a family-run business, revealing how operations can be the difference between stagnation and growth. From tracking key stats to navigating family dynamics, he breaks down how smart decision making and open communication can transform a small agency.But it’s not just about what happens behind the scenes. Ben lifts the lid on strategic moves in lettings, the power of compartmentalisation, and how the right software can supercharge efficiency in sales, property management, and beyond. He also talks about why standing out in this industry isn’t about copying the competition, it’s about getting the fundamentals right, from faster completion times to video marketing that actually converts.Beyond business, Ben gets real about overcoming self doubt, the impact of mental health, and the support systems that fuel long term success. He shares how therapy, resilience, and surrounding himself with the right people led to new opportunities in social housing and consultancy, proof that personal growth and business success go hand in hand.If you’re running an estate agency and looking for tangible strategies to sharpen your operations, stand out in the market, and future proof your business, this is one you won’t want to miss.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textHow do you transform a modest franchise into one of the most respected independent estate agencies in Derby? In this must-listen episode of the Estate Agency X Podcast, Mark Burgess sits down with Darren and Susan Cope, Directors of Cope & Co, to uncover their incredible 25-year journey of ambition, innovation, and reinvention.Darren and Susan started their careers as accountants before venturing into property, first running a franchise and then transitioning to build a leading independent letting agency under the Professional Properties name. But their story didn’t stop there. With a bold vision for the future, they rebranded to Cope & Co., amalgamating their services into a modern, client-first agency that offers sales, lettings, and property management with a personal touch.In this captivating conversation, Darren and Susan reveal the strategic decisions, hard-earned lessons, and pivotal milestones that shaped their success. From the challenges of leaving the franchise model to the complexities of rebranding, they share how they stayed true to their values while growing a business that continues to thrive.They also explore the unique dynamics of working as a married couple, sharing how they balance visionary leadership with practical execution, leverage each other’s strengths, and prepare the next generation to carry their legacy forward. Their insights into maintaining harmony,  creating innovation, and overcoming obstacles make this episode a treasure trove of inspiration.Discover how Darren and Susan embraced cutting-edge technology and leveraged tools like our business accelerator program to streamline their operations, scale their business, and stay ahead in a competitive market. Their story is a testament to what’s possible when ambition meets strategy.Packed with actionable advice and heartfelt stories, this episode is a masterclass in business transformation and resilience. If you're looking for inspiration, Darren and Susan Cope’s journey is not to be missed.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk

Send us a textUnlock the secrets behind successful content strategies in the estate agency world with the legendary Chris Watkin, renowned for his "Watkin sofa chats." In this episode, Chris sits down with hosts Mark Burgess and Rob Brady to reflect on over 11 years of his iconic interviews and shares what keeps him motivated to showcase the DNA of great estate agencies.We dig into the heart of the estate agency scene, exploring why agents do what they do and how they can elevate their businesses today. Chris also reveals insights from the countless videos he’s recorded, offering a unique "house analogy" that illustrates what’s truly needed to build a strong and sustainable agency—not just renowned strategies, but a fresh perspective that encourages agents to think differently.From crafting storytelling-driven content to adapting to changing audience preferences, this episode unpacks actionable ways to stand out in a crowded market. Chris highlights how meaningful content, with the right technology, creates opportunities for long-term growth, turning interest into genuine trust and connection.Whether you're seeking inspiration, practical advice, or a deeper understanding of what it takes to thrive in estate agency in 2025, this episode delivers on all fronts. Tune in to reignite your passion and take your strategy to the next level.Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords. With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead. www.iceberg-digital.co.uk