EAX Podcast | Mastering Operations & Growth

Running a small estate agency is tough, but smart operations make all the difference. Mark and Rob chat with Ben Moser, Operations Director at Petermans, on tracking key stats, refining lettings, and using the right tools to scale. Ben also shares how mindset and support networks fuel long-term success.

Running 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.

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