EAX Podcast | Surviving Staff Issues, Fees & Burnout
What happens when an estate agency owner realizes their business is controlling them instead of the other way around? Chris Ellis of Harrison Homes shares his remarkable transformation story on this eye-opening episode of Estate Agency X.
Having fallen into estate agency in 2004 and later purchasing Harrison Homes in 2016, Chris openly reveals how he nearly reached breaking point. After experiencing a devastating exodus of staff during the pandemic when five out of seven team members left simultaneously, Chris found himself back on the frontlines, working punishing hours while his family life suffered. "I was an arsehole at home," he admits, describing how the stress affected his personal relationships.
The turning point came when Chris recognized that chasing market share and low fees was a path to burnout, not success. In a bold move, he increased his fee from 1% to 1.5% overnight, a decision that clients accepted without resistance. The result? Harrison Homes now handles fewer properties but generates £30,000 more in revenue. More impressively, they've achieved an 81% sold-to-listed ratio in an area where the average sits at just 51%.
Chris's journey illuminates the power of establishing genuine company values rather than just "words on a wall." By creating a culture booklet that clearly defined both positive behaviors and dealbreakers, he transformed his recruitment process and team dynamics. Today, team members regularly acknowledge each other for demonstrating these values, strengthening the culture from within.
Perhaps most significantly, Chris has successfully transitioned from working in the business to working on it. He now takes pride in seeing glowing client reviews that don't mention him by name, evidence of a well-functioning team that no longer depends on his constant presence. As he looks to the future, Chris believes technology will reshape estate agency, eliminating administrative roles while elevating the importance of quality client representatives.
Whether you're an established agency owner feeling trapped by your business or an entrepreneur planning your next venture, this conversation offers invaluable insights into creating a sustainable, profitable business that truly reflects your values. Ready to steer your ship in the right direction?
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