110 YEARS The past, present and future of real estate service - REINSW
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REAL ESTATE INSTITUTE OF NEW SOUTH WALES
JAN/FEB 2020 VOL 71/01
110
YEARS
The past,
present and
future of
real estate
service
ARTIFICIAL INTELLIGENCE
Embracing the opportunities
COLLABORATION AND CARE
Chris Hanley’s keys to success
INDUSTRY REFORMS
Landmark changes set to start
PROTECTING YOU
PROTECTING YOUR REAL ESTATE BUSINESS
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INSIDE
Contents
UPFRONT
5 A word from the President
6 In brief
8 AGM awards
9 Board of Directors
PERSPECTIVES
10 Creating commercial connections
CBRE’s Helen Storey is focused on innovation and is
committed to delivering outstanding customer service.
12 Collaborating for a caring community
Chris Hanley, from First National Byron Bay, explains why
collaboration, consideration and care are central to both
business and personal success.
16 Three generations of success
Boutique agency NG Farah has a 60-year legacy built
on honesty, trust and family values.
REAL ESTATE JOURNAL
18 Ride to provide
The Real Estate Journal is the official magazine of the Ninety real estate professionals are set to pedal their
Real Estate Institute of New South Wales
way across Thailand as part of Digital Live Ride 2020.
30-32 Wentworth Avenue Art and design The Real Estate Journal is provided
Sydney NSW 2000 Kids Got Moxie for general purposes only. REINSW FOCUS
(02) 9264 2343 info@kidsgotmoxie.com gives no warranty and makes no
info@reinsw.com.au www.kidsgotmoxie.com representation with respect to 20 Bring your 2020 vision to life
www.reinsw.com.au the accuracy, applicability, legal Leadership and mindset specialist Tanja Lee reveals
Photography correctness or completeness of
Managing Editor Studio Commercial any of the contents of the Journal. how you can ensure you achieve your vision.
Cath Dickinson www.studiocommercial.com To the extent permitted by law,
0410 330 903 REINSW excludes responsibility 22 Past, present and future
journal@reinsw.com.au Printing and liability in respect of any loss To mark REINSW’s 110th year in 2020, we look back
Bluestar Printing arising in any way (including by
Content and editorial www.ivegroup.com.au/ way of negligence) from reliance
at our remarkable history.
Wordcraft Media blue-star-print on the information contained
0410 330 903 in the Journal. The opinions
26 Embracing the AI opportunity
hello@wordcraftmedia.com.au Advertising expressed in the Journal are How Artificial Intelligence is set to play a critical role
www.wordcraftmedia.com.au (02) 9264 2343 those of the respective authors in the success of real estate agents – today, tomorrow
advertising@reinsw.com.au and do not necessarily reflect
those of REINSW. and into the future.
30 The future is here
Once-in-a-generation real estate reforms are just around
the corner, starting in March 2020.
Major Partners Partners 35 Communication is key
Clear communication between property managers and
landlords goes a long way to mitigating the risk of a claim.
TRAINING AND EVENTS
36 Industry Summit
38 Training update
LAST WORD
41 New members
42 In the media
JAN–FEB 2020 REAL ESTATE JOURNAL 3
Legacy is not REINSW’s 14th annual
leaving something WIRE conference
for people. It’s ‘Legacy’ is the chance
leaving something for you to define
in people. your mark. Hear from
— Peter Strople incredible women (and
men) who carve out
their legacies every day.
SYDNEY CBD 24 MARCH 2020
reinsw.com.au/WIRE20
EARLY BIRD TICKETS
ARE NOW ON SALE.
Be quick, this event will sell out!
A WORD FROM THE PRESIDENT UPFRONT
Changing with the times
2020 marks REINSW’s 110th year – a remarkable milestone in the
history of any organisation and one of which we’re exceedingly proud.
were affected by cut-throat competition at the 1936 AGM: “The primary objective
and were being tainted by the odious of the Institute from now onwards shall be
reputation that some agents were giving to take all steps necessary to ensure that
to the group as a whole. the registration of real estate agents shall
Localised attempts to systemise be founded on an educational basis.”
agency practice were obvious failures and With this in mind, it’s apt that the
approaches to government to intervene celebration of our 110th year coincides
produced no effect. However, a network with the start of landmark industry
of contacts had developed across a broad reforms. These reforms establish a path
spectrum of city and suburban agents. for the future of the industry by raising
Drawing on the goodwill he had standards of practice and improving skills
developed across this network, agent and professionalism, while maintaining
Richard Stanton called a meeting on 22 appropriate consumer protections.
September 1910 to discuss the state of Importantly, the reforms were
Milestones have a way of putting things the industry. More than 80 men filed into developed by the government in close
into perspective. that meeting and a resolution was passed partnership with REINSW and will ensure
As REINSW celebrates 110 years as that an association to represent real estate New South Wales produces the highest
the real estate industry’s peak body and agents be formed. quality agents in the country. You can find
acting to further members’ interests, its By 14 December 1910, 68 agency out more about the reforms on page 30.
timely to reflect on how far we’ve come, members were signed up and officers As history shows, these reforms have
consider what’s changed and map out were appointed, with Alexander Walter not been easily won. Progress has, at
the way forward. Scott Gregg elected as President – and times, been slow – but we have remained
the Real Estate Auctioneers’ and Agents’ determined. The start of these landmark
Looking back Association was born. A name change in changes in March 2020 is an achievement
In the early 1900s, just about anyone could mid 1921 and we became the Real Estate of which we can rightfully be proud.
set themselves up as a real estate agent. Institute of New South Wales. As 2020 kicks off, I’d like to ask you
There were no sanctions in place for Since 1910, no less than 51 agents have to embrace the upcoming changes in the
those who began business as an agent, stepped up to lead REINSW as President, knowledge that REINSW and our industry
but lacked the requisite experience or and I’m incredibly proud to be only the is going from strength to strength. I look
knowledge. There was no requirement second female to fill the position. forward to working with you as we
for an agent to maintain an office or implement these crucial reforms and
keep books of account. And there was no Looking forward step into a new era for our industry.
compulsion to protect the funds of clients Flipping through our history books, one
by depositing money into a trust account. thing is plainly evident and that’s that
Without controls imposed upon the improving professional conduct in real
conduct of agency business, charlatans estate practice through robust licensing
and clever hucksters were able to operate requirements, better education and
as real estate agents. targeted ongoing training has been high
By 1910, an overwhelming feeling on REINSW’s agenda since our inception.
of discontent had come to dominate the In fact, it’s why the Institute was
thinking of the better class of agents in established. I think one of our past Leanne Pilkington
Sydney. City and suburban agents alike Presidents, Lindsay Bloomfield, said it best REINSW President
JAN–FEB 2020 REAL ESTATE JOURNAL 5
UPFRONT IN BRIEF
The benefits of
collaboration
Sometimes the most unlikely of
matches can turn out to be the
best partnerships. So it is with
buyers’ agents and property
managers, as Michael Ossitt
(STRAND Property Group) and
Lisa Indge (Lets Rent) explained.
1 Improve the client experience
Think about how you can
combine your services to deliver
a better client experience. If, as
a buyers’ agent, you’re purchasing
an investment property for a client,
start a conversation about the
management of the property post-
settlement. Give them a referral to
a trusted property manager.
2 Build relationships
Word of mouth is a powerful
marketing tool and building Auction talent on show
a network of professionals who
The 2019 Australasian Real Estate Institutes’ exceptionally high and the competition
will refer clients to you is a great
Auctioneering Championships was held over was close.
way to build your business.
two days in October. Jointly hosted by REIV “It’s especially pleasing to see the
3 Share market intelligence
Buyers’ agents know the types
of properties investors are typically
and REIT in Melbourne, Queensland’s Justin
Nickerson emerged as the winner and took
out the title for the third time.
Championships grow stronger each year
and provide an opportunity to showcase
the diversity of auctioneering talent
seeking to purchase. Equally, Representing New South Wales this Australasia has to offer,” he said. “We saw
property managers know what year were Leon Axford and Clarence White. the cream of the crop in action, and it was
tenants are looking for in a rental After each tested their auctioneering mettle very exciting and highly entertaining.”
property. Sharing this information against 20 of the very best auctioneers from The 2020 Australasian Real Estate
allows both of you to provide across Australia and New Zealand, they both Institutes’ Auctioneering Championships
a better advisory service to your won their way into the final five. will be hosted by REINSW in Sydney.
respective clients. “Seeing both Leon and Clarence compete
in the final was outstanding,” REINSW
Finalists
President Leanne Pilkington said. “It’s
You can watch the full Collaboration: The benefits Leon Axford New South Wales
evidence that New South Wales is home
for buyers’ agents and property managers webinar
to some of the country’s most talented Luke Banistsiotis Victoria
for free at reinsw.com.au/webinars
and skilled auctioneers. It was a proud
moment for REINSW when they were Jenna Dunley Australian Capital Territory
MISSED A WEBINAR? both announced as finalists.” Justin Nickerson Queensland
reinsw.com.au/webinars REIA President Adrian Kelly said the
Clarence White New South Wales
standard of competitors in 2019 was
6 REAL ESTATE JOURNAL JAN–FEB 2020
Q hat happens to a tenant’s possessions
W
after a Sheriff lockout?
A Under Division 2 of the Residential
Tenancies Act 2010, the landlord or
property manager must issue a Disposal
Notice advising the tenant that goods
will be disposed of after 14 days. Personal
documents must be kept for 90 days,
after which they may be returned to
the issuing authority.
To assist in the prompt re-leasing of the
property, goods may be removed from the
premises and stored in a safe place. All
Drought drive supporting perishables can be removed immediately.
the regions Where goods are not collected after
14 days, the landlord or property manager
Supporting drought-affected businesses and We decided may dispose of them (by selling or other
communities, more than 100 people joined the lawful means) and any proceeds can
DiJONES convoy from Sydney to visit 14 regional
to convoy our then be applied to the outstanding debt.
towns in the lead up to Christmas. team through Where the quantity of goods left on
Regional areas in New South Wales are enduring the premises is sufficient to prevent the
the worst drought in almost 120 years, with the
regional New re-leasing of the premises, the landlord
knock-on impacts of the agriculture sector’s South Wales to or property manager may require the
hardship also rippling through regional towns tenant or other person claiming the goods
– water supplies are dwindling, paddocks are
shop, eat and to pay an occupation fee.
scorched and businesses are struggling. spend locally.
DiJONES CEO Rob Ward said that the towns
and communities they visited were all feeling the
pinch of the drought.
“We heard stories about New South Wales
farmers battling a record-breaking drought and
the suffering of small businesses that service
these regions,” he said.
“Instead of sending hampers purchased from Your Helpline is on hand
Pitt Street in Sydney, we decided to convoy our
Receive practical advice on a wide range of real estate
team through regional New South Wales to shop,
issues when you need it. No question is too big or too
eat and spend locally in businesses that are
small, and there’s no limit to the number of times you
struggling in the midst of the drought.”
can contact us.
The DiJONES Drought Drive team refuelled,
ate and stayed in local establishments – and, more
(02) 9264 2343
importantly, spent up big ticking off their Christmas
shopping lists, injecting much-needed cash into the helpline@reinsw.com.au
communities they visited.
JAN–FEB 2020 REAL ESTATE JOURNAL 7
UPFRONT AGM AWARDS
Recognising our best
At the Annual General Meeting held on 21 November 2019, REINSW President
Leanne Pilkington presented awards to deserving members.
Life Fellow John Hill Award
Sandra McGee Michelle McLean
Rental Manager Property Manager
at Starr Partners Merrylands at Leah Jay
Inducting a member as a Life Fellow is not Named after the former REINSW President,
a decision that’s taken lightly, and this year’s John Hill, this award recognises the outstanding
recipient joins a small and exclusive club. contribution of a Chairperson to their Chapter.
“The Life Fellow award is given in recognition “This year’s worthy winner is Michelle McLean,
of outstanding contribution to REINSW and the the current Chair of the Property Management
real estate industry,” REINSW President Leanne Chapter Committee,” REINSW President Leanne
Pilkington said. “This year’s inductee is the Pilkington said. “Michelle attended her first
incredibly deserving Sandra McGee. committee meeting in 2005 and, over the last
“Sandra has been an REINSW member since the 14 years, has displayed incredible commitment
start of 1994. During this time, she’s continuously and dedication. She has always played an
served on the Property Management Chapter instrumental role in driving the committee’s
Committee, including a term as Chair from 2005 ongoing success.”
to 2007. Her dedication to the industry also came Becoming Chair in 2017, Michelle has led the
to the fore when she was REINSW’s representative committee during the statutory review of the
to the Rental Bond Board from 2009 to 2014.” Residential Tenancies Act 2010.
Leanne explained that Sandra has played a key “This has been no small feat and she must
role over many years in improving the legislative be commended for her leadership,” Leanne said.
framework for residential tenancies. “The committee is a powerhouse of dedicated,
“Most recently, Sandra has been a member of professional and passionate people, and Michelle
the sub-committee formed in 2015 to address the has successfully led them.
statutory review of the Residential Tenancies Act “Michelle is always on hand to offer help and
2010 – a review that is still ongoing,” she said. advice for her colleagues, and has contributed
“I’ve spoken to many of her colleagues and a huge amount of time to REINSW over the
one thing that has shone through is how giving last two years.
Sandra is. Nothing is ever too much trouble and “A wonderful person, with unwavering
she’s always happy to help others. To a person, commitment and a heart of gold, there’s
everyone I speak to agrees that Sandra is humble no worthier recipient of this year’s John
and extremely knowledgeable about all things Hill Award.”
property management. So much so, that she was
the recipient of the Woodrow Weight Award in
2010, acknowledging her lifetime of contribution.
“Sandra is unparalleled in her dedication,
drive and generosity, and extremely deserving
of recognition as a Life Fellow of REINSW.”
8 REAL ESTATE JOURNAL JAN–FEB 2020
BOARD OF DIRECTORS UPFRONT
On board for 2020
The 2019-20 REINSW Board of Directors was announced at the
Annual General Meeting on Thursday, 21 November 2019.
The past, present and future of real estate is represented in those of views are represented and REINSW continues to be the voice
members who have put their hands up to serve on the REINSW for all real estate agents.”
Board of Directors. Mr McKibbin also announced that Leanne Pilkington will
“Our Constitution ensures that the Board has a balance of be continuing for a second term as REINSW President.
members from across New South Wales,” REINSW CEO Tim “It’s wonderful to have such a highly regarded industry
McKibbin said. “As we head into the new term, I’m pleased that influencer leading our Institute,” he said. “Her drive, passion and
we have a mix of ongoing and new directors from both metro ability to relate to all members of the real estate industry make
and regional locations. This will ensure that the full spectrum her an invaluable asset.”
LEANNE PILKINGTON LEISHA DE ABOITIZ SARAH BESTER MICHAEL GUEST BRETT HUNTER
REINSW President Director Director Director Director
Managing Director at Laing+Simmons Partner at Massons General Manager at Ray White Director at Rural Property NSW Principal at Raine & Horne
Double Bay Terrigal – Avoca Beach
BARRY JOHNSTON SHULA KENTWELL PETER MATTHEWS EWAN MORTON ANDREW PALMER
Director Director Director Director Director
Principal at Balmoral Partners Director and CEO at PRDnationwide Managing Director at Realtair Managing Director at Morton Director at The Property Shop
Newcastle
LINDA RUDD BRADEN WALTERS SANDY WARBURTON
Director Director Director
Partner at Knight Frank Principal at Belle Property Director at Warburton Estate Agents
Byron Bay – Lennox Head
JAN–FEB 2020 REAL ESTATE JOURNAL 9
PERSPECTIVES Q&A
Creating
commercial
connections
By HEDGIE GUNDRY
CBRE’s Helen Storey is widely recognised as
an inspirational leader focused on innovation,
committed to delivering outstanding customer
service and invested in developing her team.
What does your role involve at CBRE? When I returned to Sydney, I worked What do you enjoy most about
As National Portfolio Manager of at various commercial agencies with some your job?
Commercial and Industrial Property Assets agents who are now my current CBRE I’m so fortunate to work with great people,
at CBRE, I manage a total of 11 industrial colleagues. At this time, I also finished my including everyone at Growthpoint and my
and commercial buildings here in New Bachelor’s Degree in Property Economics team at CBRE.
South Wales, in addition to a nationwide from UTS, which was a huge achievement In terms of my role, I’m very much at
portfolio for my client Growthpoint, a fast- for me. home negotiating leases and developing
growing Melbourne-based funds manager. I joined CBRE in 2007, managing strategies to retain tenants. I get a great
institutional clients, then took a career deal of satisfaction from developing good
How long have you been in the real break to become a personal trainer. relationships with tenants. Good tenant
estate industry? I’ve now been back at CBRE for rapport means they’re more likely to stay,
I have more than 20 years’ property almost two years. CBRE has been very which is beneficial for everyone.
industry experience, including roles here accommodating, giving me the flexibility I also enjoy managing my team. Yes,
in Sydney and also in London. I need to work around my young family. there are always challenges – especially
My first job out of school was at my managing a national team – but I love
local real estate agency, where I focused Did you always want to work in the bringing everyone together to discuss
on residential property management. real estate industry? how we can do things better by working
It was when I started at Century 21 in One of my brother’s friends worked in as a team, rather than in isolation.
Willoughby that I was encouraged to real estate when I was growing up and
move into commercial real estate. I’m he inspired me to consider the industry What are the key skills needed to
more of an analytical person, so the as a possible career path. be successful in your job?
commercial side of things better suits I’ve always loved everything about You have to be organised, self-motivated
my personality. Since then, I’ve specialised property, from the way houses can be and patient – and patience is definitely
in commercial property management, transformed during renovations to the something I’ve improved upon with
including 18 months at FPD Savills latest home styling trends. So yes, I knew experience. Having good attention
in London. what I wanted to do from an early age. to detail is also really important.
10 REAL ESTATE JOURNAL JAN–FEB 2020I have always loved
everything about property,
from the way houses can
be transformed during
renovations to the latest
home styling trends. So yes,
I knew what I wanted to
do from an early age.
Ultimately, you need to have highly business relationship and expanding This is our family motto. It’s hard to be
advanced customer service skills. You our portfolio is my focus, so they remain down and unhappy if you’re constantly
need to be incredibly responsive and a client of CBRE’s for the long term. remembering how lucky you are to have
constantly thinking ahead to make sure I’m also in the process of training everything you have and the opportunities
not only your clients are happy, but and mentoring a very talented assistant that come your way.
your tenants are too. I always make property manager, who I’m hoping can
sure I answer every email, every day. take on a bit more of my work, leaving What’s the best advice you would
And I always return calls on the day me to create more impact with my give to someone just starting out?
I receive them. national role. My first piece of advice would be to stick
You also need to be good at dealing Personally, I would love to travel more, to studying in some capacity, even when
with many different personalities and as last year was really busy. I need to it seems too hard. It took me forever to
learn not to take things personally. create a little more work-life balance. complete my degree, but I got there in
the end and it opened up so many doors.
What has been the highlight of your How do you like to spend your time Also, never underestimate the power
career so far? when you’re not at work? of networking in your early years. Get
2019 might be hard to beat! Winning the My downtime is largely sport-related to know as many people in the industry
Commercial Property Manager category and consists of working out, running, as you can. You won’t necessarily
at the REINSW Awards for Excellence was swimming, surfing, softball and yoga. appreciate the benefits in your 20s,
incredible – and then, shortly after, I was They’re my favourite things to do when but as you get older your established
promoted to Director at CBRE. I’m not at work or with my family. networks make your career progression
Here’s to 2020 being an equally I also still train a few people, which so much easier. Call on people for advice
outstanding year. I really enjoy. and never be afraid to ask someone
for 15 minutes of their time to really
What are your goals for the next Is there a phrase you live by? understand what it is they do. You
12 months? “Be grateful every single day for all the never know where these connections
Retaining Growthpoint, developing our things you have and all you can offer.” may lead.
JAN–FEB 2020 REAL ESTATE JOURNAL 11PERSPECTIVES AGENT PROFILE
Collaborating for a caring
community
Chris Hanley has built an award-winning business that thrives under
his ethical and sustainable principles of leadership. Here he explains
why collaboration, consideration and caring for your community
are central to doing good work that benefits everyone.
By TINA LIPTAI
Sampo Yoshi. A happy accident
It’s a Japanese philosophy that roughly Chris grew up in the Sutherland Shire in
translates to: “What is good for the seller, southern Sydney and while the area still has
When you give just
should be good for the buyer and good a special place in his heart, he knew from to give – not to get
for society.” a young age that he wanted to see and
For Chris Hanley, Sampo Yoshi is experience what the world had to offer.
something in return
a valuable philosophy about harmony, After completing his university studies – you benefit. It’s
balance and being considerate of others in political science, history and teaching,
and one that he incorporates into all Chris embarked on a European adventure
about how it makes
aspects of his life. before returning to Sydney to look for work. you feel. Things you
“When you give just to give – not to get “When you’re in your 20s, there’s no rule
something in return – you benefit,” he said. book,” he smiled. “I saw an ad for a sales
do for others and the
“It’s about how it makes you feel. Things position in real estate and I went for it. community have
you do for others and the community have I have what people used to call the ‘gift
a long-lasting impact.” of the gab’. I like talking to people and
a long-lasting impact.
As Principal of First National Byron that really helped me in sales.
Bay for the past 20 years, Chris has built “I went into real estate and stayed
an award-winning business with one of by accident. I wouldn’t say I’m passionate
the best sales records in the region. Most about the work, but it gives me a lot
importantly for Chris, his business is run of opportunities to help people, which
ethically and sustainably, and not only is important to me.
attracts, but also retains, the best local “What I enjoy most about what I do is
employees. Not bad for a man who is open talking to people. I love it. I’ve loved it since
about the fact that he’s stayed in the real I was a kid. Basically, I get paid to talk to
estate industry for the past 39 years people and I’m still surprised I can make
“by accident”. a living doing that.”
12 REAL ESTATE JOURNAL JAN–FEB 2020JAN–FEB 2020 REAL ESTATE JOURNAL 13
PERSPECTIVES AGENT PROFILE
His love of the arts and writing has your own voice. It can be hard to and his involvement with numerous
led Chris to play an important part in work things out for yourself, but it’s organisations and initiatives, including
cultural initiatives and groups in his important to be real and not just copy. the Byron Bay Masterplan Group.
community, including as President of “I also suggest hanging around with
the Northern Rivers Writers' Centre and good people, because that will help Collaboration for good
founding the world-renowned Byron to keep you on track.” Most recently, Chris’s focus has been as
Writers' Festival, which he directed for Chris believes his love of learning a director of the RISE Conference. Led
22 years. And he’s managed to do all is one of the reasons for his ongoing by a real estate industry collective, RISE
this while running a successful business. success. is described as a ‘movement for good’
But don’t accuse Chris of being “I still learn as much today as and creates an opportunity for people
someone who’s prepared to put in the ever, I love it,” he said. “I love new to work together to raise money for
‘hard work’. technology and finding ways we can important causes.
“It’s just work; hard work is a choice,” implement it into our business. The first conference was held in
he explained. “Work is a verb. You do it. “As you get older, you see where 2019 in Christchurch, New Zealand, as
Most of the time I enjoy what I do, but your skills and strengths lie and you a fundraising initiative for the families
sometimes there is work you just have realise what’s important to you. For of the victims of the Christchurch
to do. There are lots of people in our me, I like bringing groups of different mosque shootings. Raising NZD
industry always saying how hard they people together to collaborate on $150,000, RISE2019 achieved its goals
work, which seems quite strange to me.” projects. Sometimes this is related of bringing the industry together,
to real estate, but most of the time raising money for a great cause
Go your own way it’s community projects.” and creating a renewed sense
When it comes to talking about of collaboration and community.
success, Chris is very clear on the point Food for the soul In 2020, the RISE Conference will
that there’s no one path that everyone Byron Bay has been Chris’s home for be held in Melbourne to raise money
should follow. half his life, having moved there 30 for mental health education and
“I’m not good at giving or receiving years ago. It’s where he met his wife intervention services for people in the
advice at all,” he laughed. “I’ve never and raised his family, and taking an real estate industry across Australia
had mentors and I didn’t really listen active role in the local community and New Zealand.
to anyone, but it all still worked out is what nourishes his soul. “I’m heavily involved in RISE,” Chris
for me. “Community work is where I said. “I’m excited to be part of this new
“I realised early on in my life that I’m find happiness, contentment and way for people to come together to
the sort of person who needs to work connection,” Chris explained. “You’re not do good work.
things out for myself. Doing things this paid, but it’s work that really matters. “My view is collaboration is a thing
way meant that I made mistakes – and “There’s a very different dynamic that we’ve lacked in our profession.
some of them have been shockers! But with a group of people who are giving I think people have forgotten how to
I like my life like that. I make a mistake their time and aren’t getting paid for it. get along, how to solve issues and how
once, but never again. There’s no You learn what it really means to be to put issues aside and work together.
wisdom in the second kick from a mule. a good leader. “As a united industry, we can show
“One of the biggest mistakes I’ve “So many people in the real estate them. There are 100,000 agents
made, and I think a lot of people do industry are focused on money as an in Australia and New Zealand, and
this, is not following my gut, especially indicator of success and that’s what nobody knows the community better
when it comes to recruitment. Hiring drives them. For me, real estate is than we do. We have a real opportunity
someone I know doesn’t quite fit with a vehicle that enables me to do good to be leaders in building community
the business’ values never works out. community work.” through collaboration.
“I believe that 99 per cent of people Chris has been honoured with an “We need to find projects where
have a good gut instinct, but you have Order of Australia Medal for service to we can collaborate and use the
to be prepared to trust it – and that’s literature and to Indigenous education, resources we have to bring our
the challenging part. and has also been recognised as Byron communities together.”
“The best advice I can give anyone Shire’s Citizen of the Year. Both awards “I feel our profession is at a really
about anything is to do it your own recognise the positive impact Chris interesting point, where good people are
way. Don’t imitate people. Find your has had on the community as the coming together more than ever before
own way of doing things and find founder of the Byron Writers’ Festival to collaborate and do good work.”
14 REAL ESTATE JOURNAL JAN–FEB 2020REINSW’S HIGHEST ACCOLADE
This year, Chris’s years of dedication It’s no wonder his own agency has the The best advice
to community work and industry service best sales record in the region and has
were formally recognised when he was consistently been awarded as the top First
I can give anyone
named as the Woodrow Weight Award National office in New South Wales. about anything is to
recipient – REINSW’s highest accolade “He’s one of the most inspiring, valued
for outstanding contribution and service and respected members of the profession
do it your own way.
to the industry and REINSW. that we’re all privileged to work in.” Don’t imitate people.
When presenting the award, REINSW Chris admitted that talking about
CEO Leanne Pilkington described Chris receiving awards doesn’t come easily
Find your own way
as the “go-to man for all things real estate.” to him. of doing things and
“He prides himself on running an “I get a little embarrassed,” he said.
ethical, sustainable business that employs, “But what’s incredible about an award like
find your own voice.
trains and retains the best local staff,” this is that it spurs me on to do other great
she said. “His achievements are built stuff. Being recognised by the real estate
on a foundation of honesty, transparency industry, or the community, for work you’ve
and a results-driven strategy. done is wonderful.
“Since 2005, Chris has been engaged “But, importantly, what it really does
by some of Australia’s top companies to is give me the impetus to do even more
develop positive organisational cultures. for the profession.”
Leadership insights
Chris believes the job of developing into Creating culture
a great leader is never done, but over the
“Culture is the single most important thing in your business,” Chris
past 39 years he has learnt a lot about
said. “It’s the only thing that can’t be copied by your competitors –
leadership. Here are his key insights about
and yet its value is something so many people still underestimate.
how to become a great leader.
“The culture in your business is like the soil in a garden. You could
1. Great leaders never stop learning.
have a business full of wonderful people, but if the culture is not good,
2. You can’t be a leader if you always
they won’t grow and your business won’t thrive.”
want to be the smartest person
Chris said it’s hard to teach someone how to create a good culture.
in the room.
“It really is a form of alchemy and without it you have nothing,”
3. Great leaders use the words “sorry”,
he said.
“please”, “thank you” and “why?”.
“Besides recruiting and keeping good people, care, communication
4. You won’t lead well unless you are
and community are the key things you need to have a good culture
prepared to take a few punches
in your business. Care really is the magic ingredient in organisations.
along the way.
If the management and leadership team show they truly care for their
5. Being a leader is about influence,
employees, then the employees will in turn care for the customers.
not telling people what to do.
According to Chris, building a good community is also important
Learn the difference.
for building a strong culture.
6. Example is leadership.
“I believe we have the best community database anywhere in
7. Not everything is important for
the country and I’ve built it over 16 years,” he said. “It goes beyond
a leader, but everyone is important.
having a database of contacts to do business with. You have to build
8. If you want to be a better leader,
a community that shares your values or you won’t have a lasting
work on being a better person.
or meaningful connection.
9. Leading is lonely.
“We communicate to our community on a weekly basis, and we’re
10. The soft stuff is the hard stuff
always bringing them information that’s valuable and that’s going
and there’s no course where you
to make them smarter.”
learn caring.
11. Do the unnecessary.
JAN–FEB 2020 REAL ESTATE JOURNAL 15PERSPECTIVES AGENCY PROFILE
Three generations
of success
By HEDGIE GUNDRY
From a small garage on Kingsford’s Anzac Parade in 1962,
Nassim and Doreen Farah, their sons and now grandchildren,
have expanded their boutique agency to include three thriving offices
in Kingsford, Coogee and Mascot employing over 60 people.
With a sales team specialising in residential auctions, bound by franchise rules and regulations,” he
private treaty sales and project marketing and added. “If we identify an area for improvement,
a highly sophisticated residential and commercial we can act straight away and adapt accordingly.
property management division, NG Farah is currently We can be more agile and responsive, and I think
at the top of its game in the local market. this is also another reason why we’ve been
According to Peter so successful.”
Like any business with Goulding, Director
and Head of Project Competitive market
60 or more employees, Marketing and Licensee- Sydney’s South East is a notoriously competitive
in-Charge (Kingsford), market, and Peter and Marinos are both realistic
not everything is NG Farah’s success about the need to remain focused.
perfect every day. But is firmly rooted in the “We’re fortunate our longevity gives us
company’s family values a competitive edge, but we are never complacent,”
we really focus on making sure and longevity. Peter said. “To secure new business, we need to be
our employees are fulfilled in their “Our local reputation innovative with our marketing strategies and deliver
is built on honesty and consistent sales results teamed with exceptional
roles and are always growing. trust, as a family-led client service. That’s why we’ve invested heavily
brand delivering strong in advanced digital marketing campaigns in the
Peter Goulding results with solid connections to the community,” last 12 to 18 months to extend our reach to a wider
NG Farah he explained. audience and generate more business.
“Our 60-year legacy means we can demonstrate “In today’s market, delivering engaging social
a history of achieving outstanding results. There media content is integral to building our networks
really isn’t another agency in our local market that and reaching new buyers, landlords and potential
has sold as many properties as us over the years.” vendors. Making sure we understand the analytics
Marinos Euripidou, Director and Licensee-in- is also crucial.”
Charge (Mascot), agrees that the family-focused At the other end of the marketing spectrum,
approach and ongoing independence are both NG Farah has also recently engaged a Relationship
contributing factors to their success. Manager to pick up the phone and call current
“Nassim and Doreen’s sons, along with six other landlords and clients for feedback on a monthly basis.
current partners, including myself and Peter, are “In the new digital age, it’s easy to forget
still a huge part of NG Farah today,” Marinos said. about a simple phone call, but our clients and
“Doreen Farah, now in her 90s, comes into the landlords really appreciate a personal touch,”
office twice a week and is still actively involved. Marinos said. “The feedback we receive each
We all work really hard to make sure the business month has allowed us to fine tune our individual
retains the family values from 1962, which is very relationships, especially with our landlords, and
much our major point of difference. also build trust and rapport by providing a more
“As an independent agency, we are also not tailored service.”
16 REAL ESTATE JOURNAL JAN–FEB 2020Employee engagement and schools. As an example, for over 12 years
For Peter and Marinos, NG Farah’s low employee NG Farah has been a major sponsor of Pagewood
turnover is also a reflection of an inclusive Botany Football Club.
workplace culture, and opportunities for growth “We have seen the club grow to be one of
and development. the largest in New South Wales, with over 2,000
“Like any business with 60 or more employees, children playing weekly,” Marinos said. “I played
not everything is perfect every day,” Peter said. soccer there myself
“But we really focus on making sure our employees when I was younger
are fulfilled in their roles and are always growing. and my kids played In the new digital age,
As an example, our number one salesperson soccer there. We also
in 2019 started his career with us 15 years ago continue to sponsor
it’s easy to forget about
as a property management leasing consultant. M Club Maroubra, a simple phone call, but
“We are heavily focused on training our agents Maroubra Surf Club,
and we love to engage external trainers. But one South Maroubra Surf
our clients and landlords
thing we really pride ourselves on is encouraging Club and Maroubra really appreciate a personal touch.
our junior agents to lean on our more senior Lions, and are really
managers for guidance and support. And we focused on building Marinos-Euripidou
actively discourage the competitive barriers that on many years of community initiatives and NG Farah
exist in other real estate agencies.” sponsorships in our coastal suburbs.”
Marinos added: “We also love to celebrate
and socialise together to cement our team culture, Future
organising around 10 functions a year – from So what does the future hold for NG Farah?
dinners to putt-putt competitions. We all feel “We have experienced huge growth recently in
refreshed and motivated when we come back our property management division and are looking
to work the next day.” to expand further,” Peter said. “But we also want
to focus on quality control and maintaining our
Community spirit family values. Our sales team is also growing,
Since 1962, NG Farah’s community engagement has but we are very mindful of making sure we have
been an integral element of the agency’s identity. the right sales agents representing our brand.
“Essentially, we all grew up here, we all live “In terms of our physical presence, we currently
here and we raise our children here. We therefore operate from three offices, but we’re now looking
feel accountable to serving the community and at moving into a super office with all of us under
offering more than just real estate services,” one roof. This is more of a long-term plan, but
Peter explained. something we’re excited about.”
NG Farah is a generous supporter of multiple Marinos added that “it’s been an incredible
fundraising activities and provides major evolution for NG Farah since the 1960s and
sponsorships to local grassroots clubs, teams we hope to be here for another 60 years.”
JAN–FEB 2020 REAL ESTATE JOURNAL 17PERSPECTIVES LOCAL HEROES
Ride to provide
Ninety real estate professionals are set to pedal
their way across Thailand as part of Digital Live Ride 2020.
The brainchild of Steve Carroll, this annual event is set to
become the industry’s single biggest charity fundraiser.
Donning lycra and pedalling 100km a day “Peter is a good friend of mine and
for five days is not everyone’s idea of was one of the forensic specialists
a good time – and that’s to say nothing sent to Thailand following the 2004
of all the months of training and tsunami,” Steve said. “He led the
HELP THE DIGITAL LIVE RIDE 2020 CREW
preparation. But this is just what real international identification effort
You can support the riders by going to
estate professionals from across the of the 5,395 bodies recovered.
handsacrossthewater.org.au/event/digital-live-ride
country, including REINSW members, “But it wasn’t the enormity of the
will be doing in February and March 2020. tragedy that spurred him to do something.
For Steve Carroll, the founder Rather, it was a sense of hope and the
of Digital Live, the Digital Live Ride opportunity to help a small group of “Since then, Hands Across The Water
is a passion project. children living in a tent near a temple has grown well beyond those initial
“I want to see the industry come in Bang Muang, which is just north 32 children and they now have seven
together,” he said. “This ride is an of the epicentre of the destruction homes across Thailand and more than
opportunity for us to spend time in Khao Lak. 350 children in their care,” Steve said.
together, get to know each other, “Peter knew he couldn’t change what Throwing his support behind Hands
collaborate and raise money for had happened, but he could change what Across The Water was an easy decision
Hands Across The Water.” happened next and Hands Across The for Steve.
Water was born. His goal was to build “As part of the evolution of the
Supporting a special cause a home for those kids living in the tent.” organisation, Peter asked me to help raise
Hands Across The Water started in 2005 After opening that first home in 2007, money to support educational programs
when Peter Baines OAM identified an the need for a long-term commitment for children in their care, particularly
opportunity to provide a helping hand. was recognised. digital education,” he explained. “We want
18 REAL ESTATE JOURNAL JAN–FEB 2020to ensure they’re work ready and digitally throwing their support behind the cause
literate when they leave our homes. and saying ‘how can we help?’”
“Our goal is to raise enough money Importantly, for Steve, the ride is not
to create digital learning centres in each about competition.
of the homes that are fully equipped with “It’s not about who gets to the end
computers, internet access and digitally destination first each day,” he said. “I want
savvy teachers. It’s a big goal. At the people to spend time together and get
moment, all they have are notebooks and to know one another.”
pencils – so we have a lot of work to do.” So do you need to have spent years
in the saddle to take part?
The industry coming together “Definitely not,” Steve said. “To be
The real estate industry is notorious for honest, about 95 per cent of this year’s
working in silos, but Steve is determined riders aren’t experienced cyclists, but
to bring everyone together in support they’ve taken up the challenge. We have
of this worthy cause. people of all ages and at all levels – some
“I believe that by coming together who only bought a bike a few months
as an industry, we can better protect back. In fact, our youngest rider this year
ourselves from disruption,” he said. “The is 15 years old and the oldest is 70.”
Digital Live Ride is one way to encourage
agents to come together. Bigger things to come
“The inaugural Digital Live Ride in Having raised over $250,000 in 2019,
2019 brought together 30 real estate Steve’s goal this year is $500,000.
professionals from across the industry. “One hundred per cent of money
Pedalling 500km in just five days, raised goes directly to Hands Across
the group raised almost $250,000 I want to see the industry The Water,” he said. “Every rider funds
for Hands Across The Water. their own journey, including airfares and
“It’s hard to put into words just how
come together. This ride accommodation, as well as their bike and
the ride impacted not only the riders, is an opportunity for us other kit. They also have to commit to
but also those we had the privilege to raising a minimum of $5,000. It’s a big
meet along the way. Hearts were touched,
to spend time together, commitment, but well worth it.
friendships formed, memories made and get to know each other, “Collectively, I have no doubt that we
lives changed.” can make a huge difference. My goal is to
The ride ended with the group cycling
collaborate and raise turn the Digital Live Ride into the biggest
into one of the Hands Across The Water’s money for Hands Across real estate charity fundraiser in the world.”
homes. And there’s no doubt that Steve will.
Mark Novak, Director of Novak
The Water.
Properties, did the ride in 2019 and
is back for the challenge in 2020.
“It was like nothing I’ve ever done
before,” Mark said. “Yes, there was the
physical challenge of cycling 100km “Due to incredible support, this year
every day. But riding in to see those we have not just one, but two 500km rides
smiling faces at the end made it all well through Thailand, because we can only
JOIN THE DIGITAL LIVE
and truly worthwhile. have roughly 50 riders in a single group,” RIDE 2021
“The welcome we received from the Steve said. “And my goal is to grow this
children brought every single one of us to seven rides annually by 2025.” What’s your New Year’s resolution? How about
to tears. For the kids, it was like all their And Steve’s vision of bringing the real committing to a 500km ride across Thailand to raise
Christmases had come at once.” estate industry together is already coming money for Hands Across The Water? Put your hand
to fruition. up and start training today!
The next ride “Not only are agents already telling me
So successful was Digital Live Ride 2019 they want to join a ride in 2021, but the For more information about ride dates and to register,
that more than 90 agents have signed majority of the Real Estate Institutes and go to digital-live.com.au
on for the 2020 ride. franchise groups across the country are
JAN–FEB 2020 REAL ESTATE JOURNAL 19FOCUS COACHING CORNER
Bring your 2020 vision to life
Three tips to achieve
your vision
1 Raise your standards
You must be clear about what you want
and, more importantly, why you want
it. If you don’t know where you stand,
you’ll fall for anything. In his best-selling
book, The seven habits of highly effective
people, renowned author Steven R Covey
shared habit number two: begin with the
By TANJA LEE
end in mind. You must have an inspiring
vision and vision board for all of your life
goals, not just in business. Also, successful
New Year. It’s a time for fresh beginnings, new goals people always turn their ‘shoulds’
and looking forward. It’s also a time for resolutions and into ‘musts’ and have an unwavering
commitment to make the mundane
setting a vision for the future. But how can you ensure matter, because they know it’s the detail
you achieve your vision? Tanja Lee shares her tips. that makes the overall design work.
Welcome to 2020! Not just a whole In all aspects of life, insight and
2 Simplify your strategies
A dream without a plan is just a wish.
To bring your 2020 visions to life, you
new year, but an entirely new decade. innovation go hand in hand when
must have daily rituals, weekly actions
It sounds so futuristic, doesn’t it? it comes to visualising and fulfilling
and an ‘intentional week’ (i.e. a schedule).
Almost a little ‘Jetsons’. It’s rather futures that currently do not exist –
You need to ignore shiny distractions and
fitting, as we’ve seen plenty of and it’s no different in real estate.
use technology to be super-efficient, as
impressive technological advances We forecast a desired end result,
well as task and time effective. It also pays
over the past few years, including whether it be the number of total
to have either a coach or mentor in your
artificial intelligence, smartphones listings or a specific GCI figure. We
corner to keep you super committed and
that unlock by scanning our faces imagine the debt we’ll pay off, the
accountable.
and driverless cars. mortgage we’ll reduce, the holiday
However it’s not quite the forecasted
world that many future predictors
saw back in 1970. According to RAND
we’ll take our families on, the toys
we’ll buy, and perhaps our very own
branded office or entrepreneurial
3 Elevate your state
What’s the point of a vision without
a healthy vehicle to bring it to life and
Corporation, Popular Mechanics, Arthur business unit and rent roll. enjoy it? You absolutely must take care of
E Summerfield, Ariane Van de Ven and There’s an art and science to bringing yourself physically, mentally, emotionally
many more, 2020 would include ape our visions to life. In her TEDx Talk, ‘Draw and spiritually to ensure you can rise
chauffeurs, tube roads and rocket mail Your Future’, high performance business resilient in a world of daily rejection and
delivery. They said that our feet would consultant and strategic illustrator Patti win the next decade of the ever-evolving
simply become just a single big toe Dobrowolski unpacks the neuroscience industry that is real estate.
and that the letters C, X and Q would discoveries that leverage the power of
no longer exist in the alphabet. They imagination to actualise a vision. She
declared that we’d all have personal shares how international research reveals
helicopters and be counselled by robot that when we have a clear picture for
therapists. And they predicted that our future, we increase our chances
TANJA LEE
we’d all be vegetarian and no one of achieving it by 67 per cent.
is a leadership and mindset specialist.
would be drinking tea or coffee. They It’s great advice and something
definitely got that last one wrong, we can all put into action to achieve
that’s for sure. our 2020 vision.
20 REAL ESTATE JOURNAL JAN–FEB 2020The quicker way to sell.
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www.reinsw.com.au/quicontractFOCUS 110 YEARS
Past, present and future
As the saying goes, “the more things change, the more they stay the same.”
Looking back over REINSW’s history, professional standards and educational
requirements are constant themes. This focus hasn’t changed. We’ve made great strides,
but there’s still more to be done. To celebrate REINSW’s 110th year, we’ve dug into the
history books to remember some of REINSW’s and the industry’s major moments.
REINSW starts life as REA&AA 1910
At a time when just about anyone could set
1911 REA&AA published the first uniform sales contracts
themselves up as an agent and shonky practices
and tenancy agreements.
were rife in the industry, 80 real estate agents came
together and resolved to form an association to
represent real estate agents – and the Real Estate
1914 The declaration of War quickly took the heat out
Auctioneers’ and Agents’ Association was born.
of the market and put many agents out of business.
The Fair Rents Act caused fear amongst investors 1915
and reduced the volume of property transactions.
1917 First attempt at industry
regulation fails
REA&AA was an active proponent for the
A change of name 1921 registration of agents and went as far as drafting
a Registration Bill. The Bill required a register
For some years, the REA&AA’s pre-eminence
of agents to be kept and stipulated that agents
in the city had been challenged by the City
were to be of good character. Introduced into
and Suburban Real Estate Association. Late in 1918,
Parliament in 1917, the Bill failed to gain sufficient
this rival group cunningly changed its name to
political support and did not become law.
the Real Estate Agent’s and Auctioneer’s
Association of New South Wales – a threat that
could not be ignored. To combat the threat, 1923 The uniform contract for sale
members agreed to a name change – the Real is copyrighted by REINSW.
Estate Institute of New South Wales.
22 REAL ESTATE JOURNAL JAN–FEB 2020You can also read
