Elite Agent - - EDITOR'S LETTER -

Where are you from orig­i­nally and where do you call home now? I spent my early child­hood in the UK and then moved to Aus­tralia when I was seven. I've also lived in Lon­don, Italy and Canada as an adult, but I'm very much set­tled now in Bondi.

Who or what in­spires you at the mo­ment? Hav­ing spent al­most 17 years in the in­dus­try, I'm in­spired that so many busi­nesses are now fo­cused on the cus­tomer ex­pe­ri­ence. This is what will keep our in­dus­try rel­e­vant.

What's the most im­por­tant project you are work­ing on right now? Work­ing with our clients on mov­ing from of­fer­ing good ser­vice to a con­sis­tent, ex­cep­tional, on-brand ex­pe­ri­ence. I'm not sure any brand is win­ning in that space just yet, so it's ex­cit­ing times. I'm also work­ing on our lead­er­ship event, The Busi­ness of Real Es­tate.

Trend to watch in the in­dus­try? A move to be more cus­tomer-cen­tric, for both ex­ter­nal and in­ter­nal cus­tomers. Tech­nol­ogy plays a big role in this and can help pro­vide bet­ter con­sis­tency, ef­fi­ciency, com­mu­ni­ca­tion – a more com­pelling ex­pe­ri­ence for ev­ery­one.

Favourite quote or words to live by? Seen at a con­fer­ence and a great way to ap­proach both the team and cus­tomer ex­pe­ri­ence: ‘Use good judge­ment, use in­tel­lec­tual flex­i­bil­ity, re­move ob­sta­cles and leave them bet­ter than when you found them.'

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