Kerfuffle Podcast

Kerfuffle Podcast The biggest, baddest and best Proptech Podcast brought to you by the biggest presenters the industry has to offer.

19/06/2026

Moving CRM systems is one of the biggest decisions an estate agency can make.

Most agents focus on the shiny new software, the new features and the promise of a better way of working. What often gets overlooked is the thing that powers the entire business: the data.

In this episode, I sit down with Clarice Taylor from Russou Services Group to discuss why CRM migrations can go wrong, the hidden risks agents don't always see, and why "we'll fix it later" can become one of the most expensive sentences in estate agency.

Clarice shares practical advice from years of helping agents navigate CRM migrations, acquisitions and complex data projects. From opening balances and compliance to testing, preparation and troubleshooting, this conversation is packed with lessons for any agency considering a move to a new system.

In this episode:

• Why changing CRM can feel like a business divorce
• The biggest mistakes agents make before migration
• Why property management data creates unique challenges
• The importance of opening balances and compliance
• Why no two agencies use their CRM in the same way
• Common migration issues that only appear after go-live
• How to avoid costly mistakes and sleepless nights
• When specialist migration support can save time, money and stress

If you're planning a CRM change, acquiring another business, or simply want to understand the risks and opportunities involved in data migration, this discussion is well worth your time.

https://www.kerfuffle.com/suppliers/russou

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.

AI in estate agency is finally starting to move beyond gimmicks.Not just writing property descriptions. Not just generat...
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.

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

We spoke to 𝗔𝗮𝗿𝗼𝗻 𝗖𝗮𝗺𝗯𝗱𝗲𝗻 from Keyhive.io about AI, automation, CRMs… all the things shaping the future of estate agenc...
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

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