Elevate: The Official Podcast of Elite Agent Magazine

Curtis Thomson is something of a systems whisperer for industries bogged down by manual processes. Having cut his teeth in the construction world and then co-founding and scaling the field service management software Simpro across the globe, he witnessed firsthand how disjointed systems and repetitive tasks can drain businesses and the people within them. He saw friends in the trades working grueling hours only to face business failure and personal hardship, sparking a passion to solve these efficiency problems with technology. Now, Curtis brings his outsider perspective and deep experience in streamlining complex operations to the property management sector with Our Property. Property management, as he notes, is rife with accepted pain points—manual trust accounting, compliance burdens, endless maintenance cycles, and the thankless task of arrears management. Thomson sees a future where technology handles the "donkey work", allowing property managers to escape mediocrity and focus on high-value activities like building relationships and growing portfolios. The conversation dives into the practical application of automation and AI to solve core property management challenges. It's not just about surface-level fixes, but fundamentally rethinking processes like trust accounting, maintenance coordination, and even arrears collection to build more resilient, efficient, and ultimately more human-centric property management businesses. Breaking Free from "How It's Always Been Done"—The Inertia Problem A recurring theme is the industry's tendency to stick with outdated processes simply because "that's the way we've always done it". Curtis argues this isn't unique to property management but a common human trait. He shared an anecdote about a customer acknowledging their agency hadn't changed in 20 years and was actively trying to reconfigure. Escaping this inertia requires honestly evaluating which tasks add value versus which are just "busy work". Curtis notes, "A lot of the time it's just, we just keep doing it this way because it's just the way we've always done it". He stresses the importance of questioning processes: "Are you adding value to the conversation with the landlord right now? Are you adding value to the tenancy right now? Like, is it, is this good for the customer? Is this good for the business? If not, Why are you doing that?". Trust Accounting Reimagined—Automating Compliance and Reducing Risk Trust accounting has always been a major compliance headache. Thomson explains how Our Property integrates the trust account differently, automating many manual reconciliation and disbursement tasks. This approach aims to eliminate human error and the associated risks, effectively outsourcing the compliance burden. Untangling Maintenance—Coordination Through Automation Maintenance is another area plagued by inefficiency. It involves numerous moving parts: capturing requests, coordinating trades, getting approvals, managing quotes, and handling keys. Thomson highlights the potential for automation to manage these complex workflows based on predefined rules and landlord preferences. He points out the absurdity of manual follow-ups: "Why am I having to chase the trade to bring the keys back? Can't the systems just do that for me?". Technology can handle routing emergency jobs, managing quote requirements, and even suggesting trades based on performance data, freeing property managers from constant chasing. Personalised Arrears Management—AI as the 'Bad Cop' Nobody enjoys chasing arrears. Curtis sees AI as perfectly suited to handle this often unpleasant task, moving beyond generic templates to personalised communication campaigns based on tenant behaviour and communication history. The system can determine each individual's best messaging style (soft or firm) and channel (email or SMS). When a human intervention is needed,

Today we're proud to release the first episode of our brand new podcast "Thought Leaders". In this episode, Samantha McLean goes in depth with Andrew McCulloch, former CEO of Ray White NSW/ACT turned business owner of Ray White Shore Group. Andrew McCulloch is a master of real estate transformation. He's spent his career understanding what makes high-performing agencies tick—first as a top salesperson, then as a corporate leader who helped double New South Wales's market share. Now, as the owner of Ray White Shore Group on the Gold Coast, Andrew is applying every lesson he's learned about recruitment, leadership, and technology to build his dream agency from the ground up. In this episode, Samantha McLean talks to Andrew about what he learned from examining hundreds of real estate businesses over decades. They discuss why the most valuable approach to leadership is about relationships, not recruitment; how studying Sydney's top performers like Josh Tesolin and Gavin Rubinstein show the power of high performing cultures; Andrew's belief that commission splits matter far less than providing value and support; and why he's betting on AI to transform everything from admin tasks to customer relationships. You can check out their full conversation here: If you want a quick summary, here are some of the themes they touch on: Leadership is everything—pick the right leader, not just the right brand Andrew spent years recruiting top performers like Vivian Yap and Josh Tesolin to Ray White. His secret? He never tried to recruit them at all. Instead, he built genuine relationships. "Don't focus on them joining the business, focus on building a good relationship with them," he explains. He'd go to family dinners with Vivian, meet her in Bali on holiday, and simply care about the person first. This philosophy extends to his advice for agents: "The number one thing that you should be considering is pick the right leader...because that's so important in your success or failure." Don't underestimate the power of competitive culture to break performance ceilings When Ray White introduced leaderboards through their Pulse app, Andrew watched something extraordinary happen. Top performers like Josh Tesolin, Vivian Yap, and Gavin Rubinstein began pushing each other to new heights—from writing $3 million to eventually $10 million in commissions. "I don't believe that any one of them would be writing those levels if it wasn't for the other," Andrew observes. He calls this the end of self-limiting beliefs: "Until people have seen that it can be done, they can't do it." Value trumps cost every time—whether it's franchise fees or commission splits Having worked under different models throughout his career, Andrew learned a painful lesson early on. At 20, he left Ray White's 60% split for an independent offering 90% with no franchise fee—and made less money than ever before. "I didn't have all of the bells and whistles and all the stuff that I thought I didn't need," he recalls. His advice? "Stop looking at costs. The cost is irrelevant. Look at value." He now pays substantial franchise fees but gets his money's worth, knowing that support systems enable agents to focus on what matters: building relationships and making sales. Customer service doesn't end at settlement—and that's where the opportunity lies Seventy percent of property sellers don't return to their original agent—a statistic that horrifies Andrew. Taking inspiration from the car industry's after-sales service, he's created a dedicated role at Shore Group focused purely on post-settlement care. "The automotive industry does this so much better than us," he notes, describing how dealerships maintain relationships long after the sale. His customer service team handles everything from anniversary letters to market updates, an investment he believes was costing his business $2-3 million annually in lost repeat...

What's inside (2 min): Why Elevate is evolving into Thought Leaders Sneak peek of tomorrow's debut guest How to watch the new video show on YouTube Links & Resources

After 466 episodes of Elevate, we're launching into a new era with two exceptional compilations of the sharpest insights, best strategies, and timeless advice from some of Sam's favourite episodes.

In this episode of Elevate, Harcourts Kingsberry CEO Ben Kingsberry shares why real estate leaders need to rethink their approach to technology, the hidden cost of over-automation, and how creating a workplace people want to be in is transforming his business from the inside out.

Lauren Robinson built a high-performing property management business at 29, and now she's sharing why she wishes she had done it even sooner.

Many aspiring real estate entrepreneurs rush into agency ownership without proper preparation, setting themselves up for preventable challenges. In this episode, Sally Patch shares tips for launching smoothly, avoiding common pitfalls, and building a thriving business from day one.

Andrew Chamberlain, Managing Director of Blackshaw Real Estate, reveals the secrets to successfully running a business with his wife, Belinda while keeping their relationship stronger than ever.

"Everyone has stories to tell that other people are interested in. Whatever level you're at." - Pioneer of UK online real estate and eXp growth leader Adam Day shares how to build influence and succeed in a changing market

"The Only Reason Properties Don't Sell is Operator Error" - BresicWhitney CEO and new REINSW President shares why 2025's challenges are your biggest opportunity

Respected industry leader Mark Cohen shares how AI is helping agents do more deals with less desk time.

Join Daniel Daggers, a leader in luxury real estate, on The Elevate Podcast as he shares insights into his journey, building DDRE Global, and how technology is reshaping the property market. Gain valuable advice on personal branding, navigating geopolitical challenges, and succeeding in the dynamic world of real estate.

Join REIV President Jacob Caine on the Elevate Podcast as he reveals the massive opportunities waiting for agents who embrace AI and sustainability.

*"The more value you give away for free, the less valuable you become."* It's not exactly what you'd expect to hear from a real estate coach. But Steve Shull isn't your typical coach.

The property market stands at an interesting point as we move into 2025: Will smart tech speed up sales? How might the election shift buyer behaviour? And what happens to prices when interest rates drop?

What's the secret to creating a workplace where agents actually work together and collaborate in an industry that is focused on individual performance?

How can real estate leaders maintain consistency amongst market shifts and constant industry “noise”?

"Reunited and it feels so good..."

James Short, a renowned coach in the real estate industry, shares his insights on mastering mindset, time management, and financial success in real estate.

Aisha Coe shares how her blend of empathy, strategic thinking and a commitment to giving back has shaped her success across two continents while envisioning a future where technology and well-being transform the real estate industry.

Co-founder and director of Place Real Estate Paul Curtain is a leader who has helped shape the Queensland real estate landscape over the past two decades.

CEO of Harcourts, Adrian Knowles, knows a thing or two about leading a successful organisation and building the right type of culture.

After 20 years in real estate, Property Management Operations Manager at Harcourts, Rachel Atkin understands what it takes to grow and maintain a rent roll.

CEO of the Real Estate Institute of Tasmania, Michelle Tynan believes that “we weren't born to follow”, and it's why she wanted to learn from the speakers at this year's Elite Retreat and keep evolving as a leader.

Success in real estate isn't just about closing deals—it's about mastering every aspect of a complex career.

How much of your current strategy is driven by luck, and how much by taking deliberate actions? According to Peter Hooymans, the founder and chief executive officer of Melbourne Real Estate, success is about perseverance, innovation, and strategic decision-making.

In high-pressure environments, split-second decisions can be the difference between success and failure. No one knows that better than reigning Red Bull Air Race world champion, and former Royal Australian Air Force top gun fighter pilot, Matt Hall.

When it comes to confidence it's not a question of ‘you've got it or you don't'. According to international speaker and bestselling author, Paul McGee, confidence is situational and it can be developed.

Appraisals are the lifeblood of every real estate agent. And no one knows that more than Ray White Deception Bay's Lydia Robins, Ray White Manukau's Charlie Brothers and Ray White AKG's Avi Khan and Rumaanah Razak.

Effective leadership requires more than just vision; it demands action. And Belle Property's National Property Management Performance Manager, Cathie Crampton, has both in spades.

“The biggest enemy of doing things better is being wedded to the way you used to do things.” That's the main message from organisational transformation and innovation expert, and Elite Retreat headline speaker, Dominic Thurbon.

Carving out a unique position in a busy market is essential for success. And that's what Raine & Horne's Emma Challen has her sights firmly set on with her new Hunters Hill office.

From adapting to the AI age to redefining success on your terms, Samantha McLean advocates embracing change as it may bring great opportunity.

Tom Ellis's path in PropTech is not just about tech advancements—it's about empowering innovators, growing startups and leading the charge in a rapidly changing industry.

Katrina Tarrant's ‘yes' mindset not only fuels her leadership, it also inspires extraordinary personal achievements - even though her own personal challenges.

Christine Rudolph's real estate journey is about a lot more than breaking barriers—it's about backing herself, building others up and acting as a beacon for her clients.

Mathew Tiller masterfully deciphers the Federal Budget and housing crisis, unveiling transformative strategies and market insights every elite real estate professional needs to excel in today's competitive landscape.

In today's digital age, where mastering online presence and client engagement is key, Jess Lenouvel sets herself apart as a real estate marketing visionary. She unveils her strategies for turning strangers into loyal clients, connecting with your audience, and reducing the ‘hustle' while growing your business to new heights.

From small gestures to community-focused giving, Janine Prinsloo, Matt Plunkett, and Moira Verheijen aren't just succeeding in real estate—they're redefining it. By weaving genuine kindness into their business models, they demonstrate how true success is about more than just sales; it's about creating meaningful connections and transforming how agents are perceived in the community.

From pioneering new technologies to revolutionising client communication, Samantha McLean is at the forefront of integrating AI in real estate. According to Sam, embracing AI isn't just about adopting the tech, it's also about transforming how agents and property managers work, ensuring you spend less time on mundane tasks and more time on the elements that will truly grow your business.

From novice to notable, Nyree Ewings has risen through the real estate ranks with a philosophy of always putting her clients first. For Nyree, real estate isn't just about a property changing hands, it's about forging deep, personal relationships, elevating service standards to truly embody being a high-performance agent.

From mentoring, coaching and speaking to building a new agency and positioning it with a niche, there isn't much Tara Bradbury hasn't done in real estate. Yet, Tara's journey is about so much more than influencing the industry; it's about creating incredible client experiences, pioneering change, and leading a digital revolution that redefines what it means to be an ‘Active Agent'.

When it comes to real estate royalty, Ray White Group Chairman, Brian White, is at the very top. An industry visionary that has long sculpted the future of real estate, Brian, and the Ray White Group as a whole, believe tomorrow's success starts today and the family business is the springboard that propels its agents forward.

From the bright lights of the stage to the spotlight of property sales, Josh Horner's journey is all about leveraging passion, creativity, and genuine connection to transform the real estate landscape. His story isn't just about selling homes; it's about inspiring trust, sparking joy, and creating unforgettable experiences that resonate well beyond the transaction.

In today's fast-paced environment, where immediate response and strategic adaptability are crucial, The Agency's Matt Lahood sets himself apart as a forward-thinking leader. He reveals his plan for maximising opportunities before and after this year's busy Easter period.

In an era where constant connectivity is the norm, Kylie Dulhunty dissects the Right to Disconnect legislation, offering a pathway for real estate agencies to navigate the shifting landscape without sacrificing their competitive edge.

Dive into an exclusive episode of the Elevate podcast where REA Group's Chief Customer Officer Kul Singh reveals strategies for mastering market dynamics, elevating customer satisfaction, what to expect at REA's premiere signature event Ready24.

In a real estate world where differentiation can be challenging, Elite Agent's Samantha McLean and Mark Edwards blend personal experience with professional insight in the latest episode of the Elevate Podcast. After selling their own home in 2023, they offer a fresh perspective on the sales process, what went well, what didn't go so well - along with an exclusive behind the scenes on what to expect from Elite Agent this year.

Old school, new wins: Join us for a journey into the heart of real estate innovation, from technology's role to the importance of mental health and genuine care for customers.

Amid a storm of controversy, Mark Kentwell stands as a symbol of resilience, offering deep insight into navigating adversity, restoring brand integrity, and turning challenges into catalysts for growth.

Join The Real Brokerage President Sharran Srivatsaa and CTO Pritesh Damani to explore the shifts occurring in technology and customer relationship management - and why agents need to harness the power of AI to stay ahead.