Australia’s top agents have revealed how the industry can earn the confidence of an increasingly sceptical public, as leaders call for higher standards and greater transparency.
More than 1,000 real estate agents joined The One Conference in Brisbane to restore confidence in the industry, calling for higher standards, greater transparency and putting long-term client relationships ahead of short-term sales.
Avi Khan, conference founder and chief executive of Ray White AKG, told realestate.com.au that a few bad actors had tarnished the whole industry over time.
“We wanted to tackle that head on and acknowledge that there’s 1% of the industry who is ruining it for the 99% who are working hard, day in, day out,” he said.
“Most real estate agents do long hours to service their clients and to look after buyers and sellers, but those bad actors are taking away from the 99% who are doing it well.”
He said they addressed the defining challenges facing real estate today: public scrutiny, eroding trust, and the urgent need for sustainable career practices.
The One Conference founder Avi Khan says public scrutiny of real estate agents is higher than ever. Picture: Supplied
“Real estate is at a defining moment. Public scrutiny is higher than ever, and trust has to be earned every day," he said.
“It's incumbent on the leaders and the people in the crowd to not just do real estate but to do it in a good way.”
Gavin Rubinstein, founder of the Rubinstein Group, told the conference how he built his reputation through extreme responsiveness and relentless dedication.
Gavin Rubinstein of the Rubinstein Group says checking in with buyers and sellers frequently builds trust. Picture: Supplied
“When you're in this business, 9.30pm phone calls aren't interruptions - they're opportunities," Mr Rubinstein said.
“I remember working with my former boss, watching his phone ring constantly with sellers and buyers, and thinking 'I can't wait until that's me'. Whether someone is buying or selling, I respond immediately. That's non-negotiable.
“Frequency builds trust. The more frequently you check in with someone, the more they will trust you. I built that trust with the objective of getting in the door, and I apply that same principle with the people I represent today.”
Bresic Whitney's Thomas McGlynn says values like integrity and discipline are key. Picture: Supplied
Thomas McGlynn, Bresic Whitney chief executive and Real Estate Institute of NSW president, said the industry unfortunately rewarded flashy things over integrity other values all too often.
“We very rarely give awards out for integrity or discipline - but these are the things you need to be obsessed about," Mr McGlynn said.
“There is no silver bullet to success. Skills like discipline, integrity, showing up every single day - they are the things that will determine if you are successful this year.
Sam Guo of Kollosche and Mr Khan in conversation at the conference in Brisbane. Picture: Supplied
“Competition in real estate is at an all-time high. Are you adding value to your clients even when they're not thinking about selling? This differentiates the good real estate agents from the really good real estate agents."
Aaron Woolard, real estate agent and partner at Place New Farm, said the strong relationships forged with his community had helped him and his team stand out from the crowd.
Ray White's Vivien Yap says luxury is about crafting an emotional connection with clients and immersing yourself in their world. Picture: Supplied
“There are competitors around us, but our point of difference is the relationships we build,” he said.
“You need to understand what you stand for and the structure within your team. It's about giving the right advice and genuinely understanding what people want to achieve.”
Sam Guo, real estate agent at Kollosche, said his client-first philosophy of treating clients as individuals rather than transactions had been key to his career.
“Treat clients as people, not as a number,” he said. “I have one client who has worked with us 11 times, buying and selling.”
Local Brisbane entrepreneur and LSKD founder Jason Daniel, Ray White’s Vivien Yap, McGrath’s Alex Jordan, real estate coach Josh Phegan and others also spoke at the event.
Mr Khan said the event, now in its fourth year, celebrated how performance was achieved through integrity, transparency, and accountability.
“With growth and attention comes responsibility,” Mr Khan said. “As leaders, we don't lift standards through noise or outrage, we lift them through example.”
Real estate agents were ranked among the least trusted jobs in Australia, according to Governance Institute of Australia’s 2025 Ethics Index.
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