139. Why Your Estate Agency Is Struggling (And How To Fix It)

When the property market gets difficult, it's easy to blame mortgage rates, buyer confidence, the economy or sellers who refuse to adjust their expectations. But how much of your success is actually determined by the market, and how much comes down to the way you think? In this episode of The Complete Agent Podcast, James Kendall and Michelle Smith explore the psychology behind successful estate agency and why mindset, language and the stories we tell ourselves can have such a powerful influence on our results. Drawing on her experience in coaching, positive psychology and Neuro-Linguistic Programming (NLP), Michelle explains why the first step is learning to control what you can actually influence. You can't control interest rates, the economy or geopolitical events. But you can control your prospecting, your conversations, your advice, your follow-up and the attitude you bring into the office every morning. James shares how he's been navigating the current market, including conversations with sellers whose expectations haven't caught up with the realities of mortgage affordability. He explains why agents need to go beyond simply telling clients that the market is difficult and instead educate them on what's happening and how it affects their ability to move. The conversation then explores the stories agents tell themselves. How often have you heard someone say that buyers aren't buying, sellers won't reduce or there's no point making that call because you already know what the answer will be? Michelle challenges these assumptions and explains how the meaning we attach to situations can limit our decisions and behaviour before we've even taken action. James also opens up about his own tendency to overthink situations and anticipate the worst, while Michelle explores how those same characteristics can be reframed into strengths, particularly when it comes to staying ahead of clients and delivering exceptional service. They discuss the importance of language, how negative generalisations can influence team culture and why leaders need to recognise the beliefs that might be holding their people back. Michelle also shares a fascinating psychological study involving hotel housekeepers, exploring how changing people's perception of their daily activity appeared to influence both their mindset and physical health. The discussion then turns to the information we consume. From negative industry conversations and social media to the people we surround ourselves with, Michelle explains why being intentional about what we focus on can make a significant difference to how we approach challenges. Finally, James brings everything back to practical estate agency. Review your existing stock, identify your most motivated buyers, refresh your marketing, have the difficult pricing conversations and find opportunities that other agents might be overlooking. Because in a challenging market, simply waiting for the phone to ring isn't enough. The agents who succeed are the ones who take responsibility, challenge their assumptions and actively create opportunities. A thought-provoking episode for estate agents, business owners and team leaders who want to develop a stronger mindset, improve their decision-making and approach challenging market conditions with greater confidence. Find out more about The Complete Agent at www.thecompleteagent.co.uk