The Intermediary – August 2025 - Flipbook - Page 40
"Sorry sir, you don't meet the requirements for the VIP entrance"
shake its reputation. As Robson puts it: “Trust is
In her opinion, the smaller quality-over-
earned in the same way it’s lost – gradually, and
quantity model is preferable, where she can
through consistent actions.”
personally “have a handle on [clients’] experience
Agent insights
them towards trusted advisers, most of whom
For many agents, this is another test of an already
don’t pay referral fees but are simply very good at
fragile public image. Nikki Davies, independent
what they do.”
agent with eXp UK, says: “I think the general
While it may not be the most profitable way to
public are still cautious with estate agents and
operate, she says: “I can sleep at night knowing
the programme only served to reinforce public
I'm trying to do the right thing.”
perception.”
She acknowledges that this perception is
Robson cites a structural flaw at the heart
of the problem: “When buyers are blocked
shaped not just by splashy headlines, but by
from viewings unless they speak to a mortgage
the opacity of day-to-day practices. Agents, she
adviser, or sellers are promised a marketing plan
points out, are “legally obliged to be transparent
that never arrives, that’s not poor service, it’s
regarding all fees and commission payments and
company policy. Most agents enter the industry
to disclose this in writing along with the amount
with good intentions. When you put decent
received,” but concedes that “most of the time
people in a flawed system, they often end up
this is buried in the terms and conditions, largely
disillusioned or forced to conform to survive.”
unnoticed by the clients.”
In her experience, the biggest kickbacks often
For Robson, the fix starts with restoring
trust: “From the first conversation, agents need
go to “the low fee agents […] and this is how they
to communicate openly, price responsibly, and
make up the fees, unbeknownst to the clients.”
remain accountable through every stage, from
For Davies, the solution lies in stripping
away the layers that can obscure intent. She
notes: “It’s about accountability, integrity, and
38
in buying and selling from the start” and “steer
digital marketing to completion day.”
That transparency, he argues, flourishes when
agents are given ownership of their work, without
genuine personal commitment to clients. The
pressure to hit referral quotas or follow scripts.
larger a company, the more mouths to feed and
Without those distractions, they can focus on
overheads, so there's more pressure to get market
service and strategy – and clients will notice
share and volume.”
the difference.
The Intermediary | August 2025
