Systemise the predictable so you can humanise the exceptional
This video from Mark Burgess explores how estate agencies can rethink the way instructions are won. By systemising predictable processes and timing human interaction properly, agencies can create far more consistent and scalable results.
Most estate agents still believe instructions are won on personality, rapport, likeability.
Those things matter, but they are not the reason most instructions are won or lost.
Estate agency works the same way as every other sales driven business. It is not a personality contest, it is a system. And the agencies winning consistently are the ones that understand this. Watch Mark Burgess explain how in the video above.
People do not wake up one morning and decide to instruct an agent because they liked a chat. They move through a predictable journey. They consume content over time. They see you in different places. They are interrupted, distracted, reassured, and reminded. They research quietly. They compare options. They wait for the right moment and that journey can be systemised.
There is a reason the most effective sales environments work on repetition and visibility. The rule of seven still applies. Prospects need hours of exposure to your message, multiple touchpoints, and multiple contexts before they act. Today that also includes AI driven discovery. If tools like ChatGPT are not recommending you, you are invisible to a growing part of the market.
This is where most agencies struggle, they rely on humans to remember when to follow up with everyone.
They rely on gut feel to decide who to contact because they realise, everyone is just not possible for a human.
They rely on personality far too early in the process when the prospect doesn't even know you.
The smarter approach is to let systems do the predictable work.
Staying in contact with everyone forever, making sure your brand shows up consistently, everywhere it needs to, then tracking engagement and alerting your team at the right moment.
When that is handled properly, something powerful happens.
The human only needs to step in at the right time.
Not too early.
Not too late.
Exactly when the prospect is ready.
That is how you humanise the exceptional.
The system keeps everything aligned, visible, and timely. The person closes the deal. This is not about removing people from estate agency. It is about removing randomness and increasing outcomes rather than output. When the predictable is systemised, the human moments become far more effective. And that is where instructions are really won.
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