Future-Proofing Kiwi Agents Essential Skills and Strategies

Denese Konowe

Kia ora, everyone, and welcome to Kiwi Real Estate, Inside Out. Denese here—joined, as always, by Dr. Lee. Today we’re asking the big question: how do Kiwi agents keep thriving when, frankly, the marketplace keeps shifting right under our gumboots? Lee, we've talked before about how post-COVID re-jigged everything—interest rates up, people moving all over for remote work, and buyers who want very different things from just a few years ago.

Dr Lee Konowe

Absolutely. I was just thinking—it's like juggling water balloons in a wind tunnel. Where was I going with this? Right—the fundamentals keep changing! And in all this, referral marketing is turning out to be the highest-ROI strategy most agents overlook. Now, I remember reading, Denese, we went from spending hundreds per cold lead, right?—to...what was it, $0 to $100 per referred lead if you buy someone a coffee or a little thank-you gift. And you get a conversion rate of, like, 30-50%? Versus what, 1-3% with cold calls or direct mail?

Denese Konowe

That’s spot-on. And those numbers aren’t just plucked from thin air—they’re NZ industry stats. Referred clients are not only four times more likely to transact, but they're also more loyal and end up referring others in turn. It snowballs. Speaking of which, the hardest thing about moving from the US to New Zealand for me was realizing how quickly word travels here—sometimes terrifying, mostly beautiful. I had a referral system humming in Virginia, but it took some serious fine-tuning when we landed in Wellington. Here, it’s personal credibility and trust that decide who gets the business, not the flashiest billboard. One dinner at the rugby club can unlock more than a year's worth of cold calls—if you’ve built trust.

Dr Lee Konowe

And let’s be honest, Kiwis care about who their mates used. That family connection—‘my sister’s agent got us sorted, give 'em a ring’—it just travels a bit differently in smaller communities. Denese, you had to learn that the...uh, American “follow-up funnel” approach might come off as pushy, right?

Denese Konowe

Exactly. I quickly found Kiwis want you to show up as yourself, offer real value, and then let the recommendations happen more organically. But once they trust you and see your integrity, you get built-in advocates for years. It’s less Volume, more Value. So for any agent listening: if you're not prioritising referrals, you're working way too hard for too little payoff. Shall we jump into why compliance is part of that value proposition?

Dr Lee Konowe

Let’s do it. Now, one of the first things every agent should burn into memory is compliance under the Real Estate Agents Act 2008. Seriously—the Act isn’t just a hoop to jump through; it’s the whole ballgame. It covers licensing, supervision, trust accounts, agency agreements, conflicts of interest—all the things that, if ignored, can land you in real hot water. Or, put another way, lose your license and your reputation.

Denese Konowe

Totally. One area agents simply can't fudge is disclosure around referral benefits. If you or your agency receive anything from recommending a service, you have to tell your client in writing. It’s right there in the Act—no grey area. And with Privacy Act 2020 in play, handling client info requires explicit consent, clear communication about what you store, and always—always—permission if you use a testimonial in your marketing.

Dr Lee Konowe

And that’s doubly important in the digital world, where, say, you’re running a Facebook ad and incentivizing past clients to refer friends. Let’s say you don’t disclose an incentive, and someone complains. It could trigger not just a fine but a disciplinary process—appealing all the way up to the Disciplinary Tribunal if necessary. I’ve seen audits where an agent lost track of referral records, couldn’t prove compliance, and the fallout included both a public censure and licence restriction. It’s not just theory, it’s real-world risk.

Denese Konowe

Not to mention, if you mishandle a client’s information—like texting a referral’s details without permission—you could breach both the Real Estate Act and Privacy Act. In New Zealand, it’s about being as diligent in your compliance as you are in your local knowledge. So, you're not just a trusted adviser—you’re also a trusted professional. Building on that, Lee, let’s talk systems and how future-proofing is a compliance strategy in itself.

Dr Lee Konowe

Right, so here’s the catch—everyone wants more referrals, but very few actually systemise the process. The days of treating every contact the same, keeping info on napkins or a spreadsheet from 2003—those are done. A future-proof practice is built on having a value proposition that resonates, knowing exactly who—in your network and in your client base—is most likely to refer, and then using CRMs, segmentation, and digital checklists to make sure no one falls between the cracks.

Denese Konowe

Absolutely. And let's not overcomplicate it: identify your A, B, and C clients. A’s—these are your raving fans; B’s need a little nurturing; C’s are more passive. I’ve seen a new agent come in, fresh as a daisy, and within six months, she’s running a system of tailored follow-ups, digital checklists, and automated anniversary touchpoints—all compliant from day one. She used a 30/60/90 day action plan: first 30 days, she set up her CRM and mapped her network; next 30, she focused on systematic check-ins and gentle referral asks; then by 90 days, formalised her partnerships with mortgage brokers and local tradespeople.

Dr Lee Konowe

It's such a simple but powerful move—classic case of working smart, not just hard. Building those relationships methodically, rewarding top referrers, and measuring ROI isn’t just about business growth, it’s about operating like a real professional. And if you think that’s burdensome—it’s not. Digital tools can do the heavy lifting, which brings us perfectly to how tech is changing the game for insights and everyday work.

Denese Konowe

Oh, the tech evolution in NZ real estate...where to start! Agents used to rely on shaking hands and reading the local news, but now it’s about plugging into digital analytics platforms. If you’re not running market trend reports through platforms like CoreLogic or even your CRM, you’re basically flying blind. With data, you can see which suburbs are heating up, spot changes in buyer preferences—like the recent spike in eco-home interest—and act before your competitors do.

Dr Lee Konowe

One of my favorite tools, actually, is social media listening. It’s not all cat videos—it’s being able to gauge what a community is caring about. Maybe you spot a concern over zoning changes, or see a surge in conversations about remote work hubs. That’s actionable gold if you’re paying attention. Even online open houses and virtual tours—these aren’t only for lockdowns but massive enhancers for out-of-town buyers, and they help you comply with access protocols and reach more prospects.

Denese Konowe

Exactly, and don't forget privacy. Even if you’re doing a virtual walk-through, every digital touchpoint must align with compliance—no sharing client info, no recording without consent, and make sure testimonials or reviews used online are genuine, with proper permissions. That’s NZ law and trust-building 101. And Lee, as we always say, keeping up means never stopping learning—which brings us to our next point: if you’re not learning, you’re falling behind.

Dr Lee Konowe

This is my favorite part—because continuous learning isn’t just a buzzword, it’s the only way to stay relevant with rules, software, and even negotiation strategies changing so quickly. Subscribe to market alerts, yes, but also—attend panels, join your local REINZ branch, or hop on webinars about digital marketing or the Real Estate Agents Act updates. Staying informed about regulatory changes isn’t just good practice, it's necessary if you want to protect your reputation and licence.

Denese Konowe

And let's not forget the feedback loop with your clients—actually asking them about their experience, what works, what didn’t, and how your service could improve. Peer feedback, too. It might be intimidating—nobody likes criticism—but it’s how you adapt. I’ve seen agents go from average to top rank just by doubling down on negotiation courses one quarter, and digital marketing the next.

Dr Lee Konowe

Exactly! And courses or certifications about digital privacy, referral systems, or even efficiency hacks—they pay off in better time management, happier clients, and fewer compliance headaches. Bottom line; being able to adapt is now the baseline, not the bonus. And funnily enough, nothing builds a referral business like showing clients you know the latest and actually care if you delivered for them.

Denese Konowe

True. It all supports building a resilient brand. Transparency about your process, your compliance, and your results—clients don’t want the most "clever" agent, they want the most trustworthy. Let’s get into how brand and trust actually go hand in hand in our market.

Denese Konowe

Creating a resilient personal brand is about consistency and clarity. Across every touchpoint—your website, your social, your listing presentations—you need to use the same story, the same compliance-friendly messaging. It’s not just marketing; it’s about making your value proposition obvious and relatable, so when someone asks their mate, “Do you know a good agent?”, your name rolls off their tongue without hesitation.

Dr Lee Konowe

And client education is crucial. When you explain why you do certain things for compliance—like, ‘Here’s how I protect your privacy, here’s why I disclose all referral arrangements’—you aren’t just ticking boxes; you’re building transparency. Clients trust you more, and, frankly, the odds of getting a second or third referral skyrocket. We often forget regular internal review sessions: sitting down with your team, or just with yourself, and going over what branding efforts are working or need a nudge. Staying visible and credible in your niche (be it eco-homes, first-home buyers, or lifestyle blocks) keeps you top-of-mind and protects your authority.

Denese Konowe

And if your team is on board, all reflecting the same standards, you’ll maintain that edge even when the market shifts. Regular check-ins, reviewing client feedback, and adjusting your strategy keeps you sharp and relevant—and trusted. It's not complicated, but it is essential. Now, as we wrap up—regulations and ethics are never set-and-forget, right Lee?

Dr Lee Konowe

Never. Regulation in real estate is like the weather—change is the only certainty. The Real Estate Agents Act 2008 evolves, and amendments come down the line every year or two. You've got to stay on top of this—review your practice regularly so you’re always compliant. Build a routine where you catch updates from REA, read the new codes, and update your documentation and procedures accordingly. Missing a single change could jeopardize your business.

Denese Konowe

And don't just update yourself—run regular legal and ethical training with your team. Real scenarios: “How do we handle this referral if there’s a potential conflict?” “Are all disclosures being documented in writing?” Create a compliance audit schedule; use checklists, third-party reviews—anything to spot and fix problems before they become disciplinary cases or, worse, licence-losing catastrophes. Ethical practice isn't about avoiding trouble—it's about proactively safeguarding the trust you've worked so hard to build.

Dr Lee Konowe

Exactly. It’s not just lawyers who get in trouble for what they don’t know—agents who lag on disclosure or ethical training put everything at risk. So stay proactive, stay nimble, and remember: your clients, your license, and your reputation are all on the line. Denese, always a pleasure to hash this out—any last words before we sign off?

Denese Konowe

Just this: Future-proofing means weaving compliance, tech, referral systems, and relationships into everything you do. Stay sharp, stay honest, and you’ll keep thriving whatever the market throws at you. Thanks, Lee. Always so good to chat. And thanks to everyone listening—catch you next episode, same place!

Dr Lee Konowe

Appreciate it, Denese. To all our listeners—haere rā, and keep raising the bar out there. Till next time!