In an age where technology and efficiency are often prioritised over personal touch, the estate agency world is facing a quiet identity crisis. As more agencies turn to outsourced viewing staff and weekend temps to cut costs or scale quickly, a fundamental question arises: does it still matter who shows the property — or have we convinced ourselves it doesn’t?
I recently got into a heated debate where the hot take was: Who cares who shows the property? Outsourced viewing staff, temp weekend help — apparently, it’s all the same. The belief? If a buyer likes a property, the person unlocking the door is just a formality.
Really? Is this where we’re at in estate agency?
Here’s the thing — most buyers don’t arrive knowing exactly what they want. In fact, after a handful of viewings, they’re usually more confused, overwhelmed, or downright indecisive. It’s not just about seeing four walls and a kitchen; it’s about the narrative, the feeling, and who is guiding them through it.
An estate agent who truly knows the buyer’s fears, dreams, and deal-breakers — and matches that with intimate knowledge of the property, seller’s situation, and neighbourhood nuances — is not just a doorman.
They’re a trusted advisor, a subtle influencer, and often the difference between a casual look and a life-changing purchase.
So, is the industry really ready to reduce this complex, deeply human process to outsourced temps and Saturday workers who barely scratch the surface?
I say, don’t fool yourself — estate agency remains a people-buy-people business, and anyone who says otherwise is selling you short.
David Cantell is the owner of Cantell and Co estate agents Richmond, SW London.
As a buyer I would have to partly disagree. Personally when viewing a property I want to be let in and then left alone to view , the person showing me round is not going to persuade me one way or another if the property is right for me. If I have questions sure it’s better if the person showing me round can help but if they can’t on the spot not a problem I can call the agent or vendor.
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I’d suggest that when viewing as a buyer, it’s not as important as when the need arises to instruct an agency to list and sell your home.
“It’s a people business” has become trite – it’s a one-way relationship where the agent asks all the questions of a potential client and shares very little in return other than their claimed competence. That’s not how relationships work!
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I think most people have an issue with trusting estate agents full stop.
The issue stems from too many sales negotiators promising the world at point of sale and the lived experience from the sellers perspective often falling far short – we all know someone for whom this has been the case.
This then erodes trust in the vendor when they turn into the buyer on the other side, – why are they trying to flog me this one when it doesn’t meet my needs – why can I see the £ signs in their eyes as they think of the bonus payment coming their way on a sale -naked greed is an ugly thing.
I don’t need pretend bonhomie, an estate agent that has really taken the time to get to know me and my needs as a seller or a buyer is a truly rare thing.
If estate agents want to reset their relationship with the public maybe a complete overhaul of the system is required from the big chains -£ signs in inexperienced agents eyes as they ******** their way through questions asked, when they clearly have no idea about what they purport to be selling, is the fastest way to ensure I’m out, even when on reflection someone else could have probably persuaded me to take a second look if they had taken the time to at least know something about the property they were supposedly selling to me. For most people it is the biggest purchase they will ever make – take the time to know something about what you are selling or don’t bother coming to the viewing.
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