In this episode of No More Waffle, Ben Madden sits down with Rowan Waller, also known as The Property Pen, a former estate agent turned property copywriter with 20 years’ experience in the industry.

Rowan brings a completely fresh perspective to one of the property world’s biggest identity crises: what exactly is anestate agent?

Are they marketers, salespeople, or project managers helpingpeople move from A to B?

Together, Ben and Rowan challenge the industry’s obsession with marketing, portals, and pricing, and reveal why so many agents and consumers misunderstand what great agency really looks like.

From the myth that Rightmove “sells houses” to the growing trend of agents becoming content creators, this episode explores the blurred lines between advertising, service, and sales in modern estate agency.

Rowan explains why the true value of a good agent isn’t in glossy photos or fancy videos, it’s in managing the process, the people, and the pressure points that come with moving home.

A sharp, honest conversation for anyone in property who’s ever asked: what’s our job really about?

In the third and final part of her No More Waffle series, Jackie Quinn, owner of Jackie Quinn Estates & Lettings in Surrey, and Regional Executive for Propertymark, joins Ben Madden to talk about transparency, trust and value in estate agency.

Jackie argues that consumers still don’t understand what agents actually do, and that better communication, clearer education and more honest conversations are the key to fixing the industry’s reputation.

From how her team manages clien WhatsApp groups to why she believes face-to-face contact still matters, this episode lifts the lid on how great service really works.

The discussion digs into the commercial realities too: why so many agents race to the bottom on fees, how that impactsservice standards, and what needs to change if the industry wants to rebuild consumer confidence.

Ben and Jackie explore whether the public simply “gets theagent it deserves”, why the best agents must learn to justify their value, and how professionalism, regulation and transparency could finally shiftperceptions.

Straight-talking, practical and packed with experience, this episode is a blueprint for doing estate agency properly.

In this week’s No More Waffle, host Ben Madden sits down with Jackie Quinn, owner of Jackie Quinn Estates in Surrey, and Regional Executive for Propertymark, to tackle one of the biggest frustrations in UK property - why the home-moving process takes so long.

From the average five-month transaction time to conveyancers bogged down in ID checks and onboarding delays, Jackie explains how a system that once took 10weeks has become painfully slow and complex.

Together they ask whether the entire process needs re-engineering and if technology or AI could finally speedthings up.

The conversation quickly widens: how artificial intelligence is already changing the way agents work, whether automation will ever replace the human touch, and how remote working is reshaping the next generation of estate agents.

They explore the links between culture, resilience and mental health in a post-COVID industry, and what it all means for consumers buying, selling or letting homes.

Honest, grounded and forward-looking, this is a must-listen for anyone who wants to understand the real forces shaping modern estate agency.

In this episode of No More Waffle, Ben Madden is joined by career estate agent Jackie Quinn, owner of Quinn Estates in Surrey and Regional Executive for Propertymark.

With over 30 years in the industry, Jackie brings hard truths and first-hand insight into why estate agents have one of the worst reputations with the public.

From overvaluing homes to win instructions, to corporate cultures that reward listing over completions, the discussion exposes the systemic issues that fuel consumer mistrust.

But it’s not all bad news. Jackie argues that great agency is still alive, built on honesty, preparation, local knowledge and genuine care for clients.

Together, Ben and Jackie explore why good service needs to be communicated more loudly, how regulation and training could raise standards, and why estate agency must be recognised as a people business, not just a numbers game.

For both agents and consumers, this is an unfiltered look at the truth behind the For Sale board.

In her third and final appearance, Dani Nash joins Ben Madden on No More Waffle to tackle some of the industry’s biggest challenges - from why most agents still operate with a “scarcity mentality” to how AI is reshaping the future of estate agency.

Together, they debate whether copying ideas is theft or progress, and why the industry needs to move from guarding “secret sauce” to embracing collaboration and abundance.

The episode also digs into the opportunities AI brings - from speeding up transactions to eliminating repetitive admin - and what it means for the human side of agency.

Ben and Dani discuss whether agents risk being replaced, or whether this shift will free them up to focus on reputation, authenticity, and being more present in their communities.

They wrap up by unpacking the difference between “personal branding” and simply building a reputation - and why agents need to understand the nuance if they want to stay relevant in a changing world.

In her second appearance on No More Waffle, Dani Nash joins Ben Madden to dive deeper into the hard truths about estate agency.

This episode focuses on the one thing Dani says could transform the consumer experience overnight: communication.

They discuss why honesty between agents and clients so often breaks down, whether consumers sometimes “get the service they deserve,” and how trust is damaged when buyers fudge budgets, timelines, or positions.

The conversation then shifts to the rise of acquisitions, the corporate vs. independent debate, and what happens when the industry consolidates.

Dani and Ben also tackle generational differences in the workplace, whether younger agents are really less committed, and how smart recruitment, psychological safety, and culture could shape the next decade of agency.

It’s a candid, challenging episode that speaks directly to both property professionals and the consumers they serve.

In the very first episode of No More Waffle, Ben Madden sits down with industry veteran Dani Nash to ask the questions estate agency usually avoids.

They dive into the uncomfortable truth about why the public still doesn’t trust estate agents and how much of that reputation is deserved. From overvaluing to win instructions, to poor communication, to the 1% fee race-to-the-bottom, Dani shares both her insider perspective and her recent painful experience as a consumer selling her dad’s home.

This is a raw conversation about broken trust, missed expectations, and why consumers so often end up with the rough end of the stick. Ben and Dani also explore how training, culture, and the rise of the self-employed model could make or break the industry in the years ahead. It’s honest, challenging, and necessary listening for both property professionals and anyone buying, selling, or renting a home.

Ben Madden returns alongside co-host Ellis Malizi for another chaotic, sharply judged round of property industry bluffing, banter, and bizarre dream teams. From co-founding Zoopla top itching MJ’s mum as your agency MVP, this episode rings major silliness with just enough truth to hurt.

What’s Inside

• The biggest bluffs guests have pulled in their careers
• Cornwall coastal bungalow guessing game (1980 prices, anyone?)
• Dream estate agency teams featuring celebrities, AI prodigies, and actual children
• Final hot take: Will Arsenal win the Champions league?
• Bonus: Someone pretends to have a law degree...and actually does.

This Episode’s Guests

• Ellis Malizi (Co-host): Studio Manager, Digital Sparks

LinkedIn: https://www.linkedin.com/in/elisard-malizi-465709181/

• Mark Hinkins: Commercial Director at Rex Software

LinkedIn: https://www.linkedin.com/in/markhinkins/

• Sharron Kaur: Director, Golden Acre Estates

LinkedIn: https://www.linkedin.com/in/sharron-kaur-b746b6120/

• Mal McCallion: Co-Founder, ModelProp

LinkedIn: https://www.linkedin.com/in/malmccallion/

• Joe Parker: Partner, Fine & Country Surrey Hills

LinkedIn️: https://www.linkedin.com/in/jo-parker-ba442214/

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