Raising the Bar on Ethics

Denese Konowe

Alright, welcome back to Kiwi Real Estate, Inside Out. I'm Denese Konowe, and as always, I'm joined by my partner in both life and podcasting, Dr Lee Konowe. Today, we're diving into something that, honestly, I think gets glossed over way too often—ethics. Not just ticking the compliance boxes, but really raising the bar on what it means to act with integrity in New Zealand real estate.

Dr Lee Konowe

Yeah, and you know, Denese, it's funny—well, maybe not funny, but interesting—how often people think, "If I follow the code, I'm good." But, I mean, the code of conduct is just the starting line, right? It's like, you can do the bare minimum and still not be doing the right thing by your client or your community.

Denese Konowe

Exactly. And, you know, when we moved here from the States, I had this moment—actually, it was more like a series of moments—where I realised the expectations around ethical behaviour were just... different. Not better or worse, just different. In the US, there was this almost aggressive focus on disclosure, sometimes to the point where it felt like you were over-explaining. But here, I found that sometimes agents would stop at what was required and not always think about what was right for the client or for the profession as a whole.

Dr Lee Konowe

Yeah, and I remember you coming home and saying, "Lee, I just had this conversation where I felt like I was the only one in the room asking, 'But is this the best thing for the client?'" It's not that people were doing anything wrong, but there was this sense of, "Well, if it's not in the code, maybe it's not my problem."

Denese Konowe

Right, and that's where I think we need to push ourselves. It's not just about avoiding trouble with the REA or ticking off compliance training. It's about asking, "What would I want if I were the client?" Sometimes that means going further—like, if you know something that could impact a buyer's decision, even if you're not technically required to disclose it, shouldn't you?

Dr Lee Konowe

And that's the heart of it, isn't it? It's about trust. If we want to be seen as professionals, not just salespeople, we have to go beyond compliance. We have to set a higher standard for ourselves, even when no one's watching.

Dr Lee Konowe

So, let's get into the real stuff—the dilemmas that actually keep agents up at night. I mean, dual agency, for one. You're representing both sides, and suddenly, every decision feels like a tightrope walk. How do you make sure you're not favouring one party over the other?

Denese Konowe

Oh, dual agency is a classic. And then there's disclosure—like, what if you know something about a property that isn't technically required to be disclosed, but you know it could matter to the buyer? Or, say, you have a personal connection to a vendor, and you're worried about a conflict of interest. These aren't always black-and-white situations.

Dr Lee Konowe

No, they're not. And that's where frameworks come in. I always say, if you don't have a process for making these decisions, you're just winging it. One thing I like to do is ask, "If this decision was on the front page of the paper tomorrow, would I be comfortable with it?" It's a bit old-school, but it works.

Denese Konowe

That's a good one. And, you know, we had a situation not too long ago—I'm not going to name names, obviously—where an agent almost lost a client because they weren't upfront about a minor issue with the property. It wasn't a legal requirement to disclose, but when the buyer found out later, it nearly blew up the whole deal. That lack of transparency almost cost them not just the sale but their reputation.

Dr Lee Konowe

Yeah, and it's those moments that really test your principles. It's easy to do the right thing when it's obvious, but when it's murky, that's when your values show. And, honestly, sometimes you have to make a call that might not be popular with your client in the short term, but it's the right thing, with disclosure/written agreement, for everyone in the long run.

Denese Konowe

And that's where, as we talked about in our episode on complaints, being proactive and transparent can actually turn a potential problem into an opportunity to build trust. It's not about being perfect—it's about being honest and willing to have those tough conversations.

Denese Konowe

So, how do we actually build a culture where this kind of thinking is the norm, not the exception? I think it starts with continuous education—not just the mandatory stuff, but real, ongoing self-reflection. Agencies need to create spaces where agents can talk about these grey areas, not just sweep them under the rug.

Dr Lee Konowe

Yeah, and it's not just about ticking off CPD hours, right? It's about making ethics part of the everyday conversation. I mean, when agents feel comfortable bringing up tricky situations, that's when you know you've got a healthy culture. It benefits clients, sure, but it also lifts the whole profession—and, honestly, the community at large.

Denese Konowe

Absolutely. I remember running a workshop a long while back—agents from all over, and we spent half the day just debating these grey areas. There was no single right answer, but the value was in the discussion. People left saying, "I never thought about it that way before." That's the kind of ongoing dialogue we need if we're going to keep raising the bar.

Dr Lee Konowe

And, you know, it's a journey. We're never done. Every new situation is a chance to learn, reflect, and do better next time. So, if you're listening and thinking, "Well, I'm not sure where I stand on some of these issues," that's okay. The important thing is to keep asking questions and keep the conversation going.

Denese Konowe

Couldn't have said it better myself, Lee. Alright, that's it for this episode of Kiwi Real Estate, Inside Out. Thanks for joining us as we try to raise the bar—one short conversation at a time. We'll be back soon with more stories and insights from the world of Kiwi property. Lee, always a pleasure.

Dr Lee Konowe

Always, Denese. Thanks, everyone, for listening, and we'll catch you next time. Ka kite!