https://pod.co/whats-the-kerfuffle

Kerfuffle Podcast, Manchester (2026)

29/05/2026

Some people mistake confidence for arrogance.

Simon Gates is one of those people.

Spend five minutes with him and you'll realise it isn't arrogance at all. It's drive. It's determination. And it's an obsession with being useful.

In this conversation we talk about:

• Why estate agents need to be everywhere their audience is
• How data can help win more instructions and build trust
• Why relationships still matter more than technology
• The role AI should play in modern agency
• The power of consistency and showing up
• What Simon looks for when choosing an estate agent himself

One thing remains true. Success leaves clues.

Simon didn't end up speaking on stages alongside the likes of Josh Phegan and Tom Panos by accident. He got in the right rooms, kept showing up, added value and stayed relentlessly consistent.

Whether you're an agent, supplier or business owner, there's plenty to take away from this one.

Join Simon Gates at the Kerfuffle Conference on 9th July 2025 at the ICC Wales.

Built On Trust.

Tickets and further information: https://www.kerfuffleconference.com/

29/05/2026

Recruitment and estate agency have something in common.

Neither enjoys the best reputation.

Both are built on trust.

In this conversation with Lee Redfern from Rayner Personnel, we talk about what recruitment really looks like when you strip away the stereotypes.

We cover:

• Why recruitment and estate agency are more alike than people realise
• The human impact of redundancy and career change
• Whether AI can ever replace relationships
• Why "Making Mondays Matter" is more than just a slogan
• What candidates should be doing differently in today's job market
• Why the best recruiters spend more time listening than talking

One point really stuck with me.

Losing a job isn't just about losing an income. It's about losing part of your identity, your confidence and your sense of direction.

That's why good recruiters matter.

Just as good estate agents help people through major life changes, good recruiters help people navigate some of the biggest decisions they'll ever make.

Worth a watch.

08/05/2026

What’s it actually like working with Kerfuffle as a supplier?

We sat down with Taylor Coleman from Tapi to talk less about products… and more about partnership.

From launching into the UK market at speed, to understanding supplier ROI, Taylor talks openly about why Tapi chose to work with Kerfuffle and the people behind the scenes helping suppliers gain traction in the industry.

“A lot of organisations ask suppliers for sponsorship or event involvement without really understanding the supplier side of the journey. Kerfuffle gets that because they’ve lived it.”

Huge thanks to Taylor for the kind words about Simon, David, Sarah, Ellen, Stu and the wider team.

07/05/2026

AI in estate agency is finally starting to move beyond gimmicks.

Not just writing property descriptions. Not just generating headshots. Not just “look what ChatGPT can do”.

In our latest conversation with Kristjan Byfield from The Depositary, we explored something much more interesting:
How AI can genuinely improve outcomes in one of the most emotionally draining parts of agency - tenancy conclusions and negotiations.

The best technology should not remove the human element.
It should remove the friction, admin and mental load that stop people delivering great service.
The Depositary’s AI tools are helping agents:
• Build better, clearer deduction proposals
• Negotiate more effectively with tenants
• Reduce emotionally charged back-and-forth
• Improve consistency across teams
• Free up time for the conversations that actually matter

We also discussed the wider AI shift happening across the industry and why we are now moving from “AI as a novelty” into true workflow transformation.

Listen, watch and read in the first comment.

07/05/2026

We sit down with Kristjan Byfield from The Depositary to explore how AI is starting to genuinely transform tenancy conclusions and negotiation workflows for letting agents.
This is not another conversation about AI writing property descriptions or generating headshots.
Instead, we look at practical AI implementation inside one of the most emotionally charged, admin-heavy and time-consuming areas of agency: end of tenancy negotiations.
We cover:

How The Depositary’s AI proposal tools work
Smart negotiation assistants for property managers
Why better presentation improves negotiation outcomes
Reducing the “mental load” of tenancy disputes
The balance between automation and human service
How AI is helping average performers improve results
Why data and proof will become the next battleground for agents
The wider AI arms race happening across estate agency technology

We also discuss the rapid evolution of AI inside agency platforms including Street’s Cortex, Alto Intelligence, Reapit’s AI initiatives and the growing shift from simple AI tools towards true workflow automation.

If you work in lettings, property management or estate agency technology, this is a fascinating look at where the industry is heading next.

06/05/2026

What really happens after a viewing?

In this conversation, I’m joined by Bradley Kieser from SMS Speedway to break down one of the biggest missed opportunities in estate agency: feedback.

Most agents chase it. Few get it properly. And even fewer use it to actually drive more deals.

We explore how a smarter, automated feedback workflow is helping agents:

Increase response rates dramatically
Get more honest, actionable buyer insight
Turn “no” into future opportunities
And ultimately convert more viewings into offers

We also dig into the psychology behind messaging, including why something as simple as changing your wording can move response rates from single digits to over 80%.

If you’re still relying on calls, voicemails and guesswork after viewings, this will change how you think about the entire process.

In this video, we cover:

Why most agents are leaving money on the table with poor feedback processes
The “golden question” every agent should be asking post-viewing
The surprising messaging tweak that massively increases response rates
Why negative feedback is often more valuable than positive
How automation can free up your team to focus on deals, not admin
Real-time CRM updates (including Reapit integration)

Who this is for:
Estate agents, valuers, negotiators and business owners who want to improve conversion between viewing → offer → sale.

06/05/2026

Most agents don’t have a marketing problem... but there is often a conversion problem between viewing and offer.

We sat down with Bradley Kieser of SMS Speedway to talk about one of the most overlooked gaps in estate agency: what actually happens after a viewing.
Because let’s be honest…feedback is inconsistent, response rates are low, negotiators spend hours chasing, vendors get vague updates. And in all of that deals start to disappear.

What stood out wasn’t just the automation. It was the psychology.

Same timing. Same questions.

Just different wording.

→ 6% response rates vs 80%+

One simple shift:
“To avoid a phone call…”
That’s it. People don’t want to be chased. They want convenience and a way to respond without awkwardness.
And when you get better feedback:
You advise vendors properly
You refine buyer matching
You rescue deals that would otherwise be lost
This isn’t about replacing negotiators.
It’s about freeing them up to focus on the conversations that actually move deals forward.
Old school agency, backed by smarter systems.

If you’re still relying on calls and guesswork after viewings, this is worth a watch.
𝗟𝗶𝗻𝗸 𝘁𝗼 𝘄𝗮𝘁𝗰𝗵, 𝗿𝗲𝗮𝗱 𝗼𝗿 𝗹𝗶𝘀𝘁𝗲𝗻 𝗶𝗻 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗰𝗼𝗺𝗺𝗲𝗻𝘁 👇

06/05/2026

Why should an estate agent in 2026 care about digital key management?

In this conversation, I speak to Aaron Cambden from Keyhive about one of the most overlooked areas in estate agency.

We spend a lot of time focusing on AI, automation and CRMs. But many agencies are still managing access to clients’ homes using paper logs, spreadsheets, or memory.

Keys might feel like a small issue. Until they’re not.

We cover:

The real cost of a missing key (it’s not what you think)
How much time branches lose chasing keys
Why “it’s just keys” is the biggest mistake agents make
How digital systems improve accountability and behaviour
What makes Keyhive different from other solutions
New features including asset tracking (radiators, dehumidifiers, cars and more)
Integrations with SME, Street, Reapit and Apex

This isn’t about shiny tech.

It’s about fixing one of the biggest operational gaps in estate agency.

If you want to raise standards in your business, start with the fundamentals.

06/05/2026

We spoke to 𝗔𝗮𝗿𝗼𝗻 𝗖𝗮𝗺𝗯𝗱𝗲𝗻 from Keyhive.io about AI, automation, CRMs… all the things shaping the future of estate agency.
And then we landed on 𝗸𝗲𝘆𝘀.

Because in a lot of branches, access to someone’s home is still being managed with: a paper book, a spreadsheet, or “I think someone’s got them”.
Keys feel small, intil they’re not there!
Missing keys aren’t just about the key. They’re about time, stress, accountability and trust.
If you’re serious about raising standards, start with the fundamentals.

𝗟𝗶𝘀𝘁𝗲𝗻, 𝘄𝗮𝘁𝗰𝗵 𝗼𝗿 𝗿𝗲𝗮𝗱 𝗶𝗻 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗰𝗼𝗺𝗺𝗲𝗻𝘁

29/04/2026

Most estate agents think they understand WhatsApp.

They don’t.

In this conversation with Paul Gandar from Stitch AI, we dig into the real shift happening behind the scenes — driven by Meta Platforms — and why agents are only scratching the surface of what WhatsApp can actually do.

This isn’t about sending messages faster.

It’s about understanding how WhatsApp is evolving into a full customer communication ecosystem — from lead generation and marketing, to follow-up, sales progression and client experience.

We cover:

Why “we already use WhatsApp” is missing the point
What Meta are quietly building (and why it matters)
The move from individual chats to centralised communication
What “coexistence” means for agents and their teams
How WhatsApp could reshape lead generation and marketing

If you’re serious about improving response times, conversions and customer experience — this is one you can’t afford to ignore.

29/04/2026

Most agents are using WhatsApp.

Very few are using it properly.

This was something we explored in more depth with Paul Gandar from Stitch AI, who is right at the centre of how this is evolving for agents day to day.

At the moment, for most businesses, it’s a useful habit. Quick messages, chasing viewings, the odd follow-up. It works.
But what’s happening behind the scenes, driven by Meta Platforms, is something much bigger.

WhatsApp is becoming part of a structured communication system. Not just messaging, but how enquiries are handled, how leads are nurtured, how clients are updated and how deals are progressed.

That shift matters because if your team is using WhatsApp across individual phones, you may have speed, but you don’t have visibility. Conversations sit with people rather than the business. Follow-up depends on individuals. Handover becomes harder than it should be.
The opportunity here isn’t about sending more messages. It’s about creating a clearer, more consistent experience for your customers.

Faster responses.
Joined-up conversations.
Better follow-up.
Less friction.
And ultimately, better outcomes.

The starting point isn’t technology.
It’s a simple question: What experience do we want our customers to have when they contact us?

Once that’s clear, you can start to shape how WhatsApp fits into your process, rather than letting it sit on the edges of it.

Link to watch, read or listen in the first comment 👇

Kerfuffle Podcast

29/05/2026

29/05/2026

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07/05/2026

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