11 Feb
In real estate, trust has always mattered. But in today’s fast-moving policy and market environment, it’s no longer just a nice-to-have, it’s the difference between confidence and confusion, momentum and missed opportunity.
I’ve been reflecting on what we’re seeing across the industry right now, and three themes continue to surface: policy change, client expectations, and reputation. Together, they paint a clear picture of where our profession is heading.
Policy change is testing confidence, not just processes
The recent proposed changes to auction reserve rules in Victoria intend to improve transparency. However when surveyed, around half of Victorian sellers said they don’t believe the new rules will work.
That response is revealing.
It points less to disagreement and more to uncertainty. When reforms are discussed, often with good intent, confidence can falter if all perspectives are not clearly accounted for. Buyers want transparency and sellers have the right to sell their home for the best possible price. Agents are then tasked with navigating both expectations while operating within evolving legislative frameworks.
Sellers are not questioning the intent behind proposed changes. They are questioning the impact – what does this mean for my campaign, my expectations and the eventual outcome.
What actually builds trust – and what breaks it
To better understand how trust is earned (and lost), REIP partnered with Renowned to analyse more than 180,000 verified reviews from Rate My Agent.
The message from buyers, sellers and renters was remarkably consistent.
Five-star reviews are driven by:
- Professionalism and integrity
- Stress-free guidance
- Regular, proactive communication
- Patience with first-home buyers
- Strong local and market knowledge
On the flip side, negative reviews overwhelmingly stem from:
- Communication black holes
- Unclear campaigns or processes
- Unexpected or hidden costs
- Lack of empathy
- Buyers who aren’t finance-ready
What stands out is this: most frustrations are avoidable. They’re not about market conditions agents can’t control – they’re about clarity, consistency and care.
In a fast-changing environment, clients want professionals who understand the rules, explain them clearly, and guide them confidently through complexity. When agents do that well, they don’t just protect their own reputation, they lift trust in the industry as a whole.
Reputation has entered a new era
There’s one final shift I think every agent and agency should be paying attention to.
Today, most vendors contact only one agent. That means being good is no longer enough – you need to be known as good before the conversation even begins.
This is why Renowned’s recent brand launch matters. It reflects a broader evolution in how reputation is built and sustained – moving beyond sporadic testimonials to always-on, verified proof of local expertise, performance and professionalism.
Reputation is no longer something you manage after the fact. It’s something that works for you every day, shaping trust long before a listing presentation or appraisal.
As policy settings evolve and expectations rise, the agents who succeed will be those who combine deep market knowledge with clear communication, and who actively invest in how that value is seen and understood.
Because in today’s market, trust isn’t just earned in the moment. It’s built over time – and reputation is how it scales.
Until next time,
Stay connected.
Sadhana Smiles
CEO, Real Estate Industry Partners
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