Estate Agents Crafting a Culture of Care by Heather Hilder on April 24, 2025 What Estate Agents Can Learn from ‘The Repair Shop’ Crafting a Culture of Care What can Estate Agents learn from ‘The Repair Shop’? Quite a lot, actually. While one restores treasured possessions and the other handles property, both are built on trust, stories, and care. Watching ‘The Repair Shop’, I couldn’t help but wonder — what if more estate agencies adopted that same culture of patience, pride, and purpose? In this article, I explore how we can re-imagine agency culture to feel less transactional — and more transformational. It’s not about slowing down. It’s about tuning in. Let’s find out what Estate Agents can learn from ‘The Repair Shop’, by crafting a culture of care. A Surprising Source of Inspiration There’s something quietly profound about watching ‘The Repair Shop‘ on BBC One. It’s gentle, heartfelt, and unhurried — a world away from the hustle and bustle of modern life. Talented craftspeople lovingly restore cherished possessions, but what truly resonates isn’t just the repair work — it’s the reverence they show for the stories behind each item. Watching it, I often find myself thinking: what if estate agency could feel a little more like ‘The Repair Shop’? What if our work — so often seen as transactional — could instead be an act of service, of care, of restoration in its own way? It’s not about slowing down the market or romanticising bricks and mortar. It’s about mindset. Culture. The way we see people and how we make them feel. ‘The Repair Shop’ Ethos – Care, Craft, and Community At its heart, ‘The Repair Shop’ is about people. Yes, there’s craft — intricate, beautiful, skilled work — but what keeps viewers coming back is the emotional connection. A grandfather clock isn’t just a timepiece; it’s a thread that links generations. A battered teddy bear isn’t just a toy; it’s a companion through childhood, grief, and healing. The team listens deeply. They handle items with gentleness and respect. They never rush. There’s a visible pride in quality, and a shared joy in giving something back — not just physically, but emotionally. There’s no hard sell. No urgency. Just an unspoken understanding: this matters. And when the items are returned, often with tears and thanks, you sense the real gift isn’t the restoration itself. It’s that someone cared enough to understand the story. The Culture of Estate Agency – What’s Typical Today? In contrast, estate agency can often be seen through a very different lens. Fast. Competitive. Target-driven. “Next listing, next deal, next instruction.” There’s no doubt that energy and ambition are vital in a high-performing agency. Targets matter. Results matter. But somewhere in the drive for performance, the story can get lost. Behind every move is a human narrative: a growing family, a painful divorce, a downsizing after loss, a bold leap into something new. These are not just transactions — they are life events. Yet the culture of estate agency, at times, struggles to hold space for the emotional weight of these transitions. That’s a missed opportunity — not just for better service, but for more fulfilling work. Drawing Parallels – Shared Opportunities for Meaningful Work On the surface, ‘The Repair Shop’ and estate agency might seem worlds apart. But scratch beneath, and the parallels begin to emerge. In both settings, people arrive carrying stories. They bring hopes, fears, and the weight of change. In ‘The Repair Shop’, it’s a beloved object. In agency, it’s the keys to a past or future. The emotional landscape is just as rich — perhaps even more so. Think of the widow selling the family home after 40 years, or the couple nervously buying their first flat. Think of the landlord letting go of a property that’s been in the family for generations. Each of these moments is layered with meaning. And just like in ‘The Repair Shop’, estate agents are the ones trusted to help people navigate those turning points. That trust is a privilege — and a responsibility. Re-imagining the Estate Agency Culture So what would it look like if estate agencies were more like ‘The Repair Shop’? It might start with listening — really listening. Not just to what the client wants, but to what they need. To the story behind the sale. To the nuance between the lines. It might mean slowing down just a little. Creating space for people to feel heard. Not rushing to close, but taking time to understand. It would definitely mean valuing relationships over transactions. Agents who act like partners, not just providers. Agencies where clients feel seen, not sold to. And maybe it’s about how we see homes, too. Not as inventory to shift, but as the backdrop to human lives. Every hallway holds laughter. Every garden has memories. In this model, success isn’t just about completions. It’s about connection, trust, and legacy. Practical Ways to Embed This Ethos Of course, agency is a business — and a demanding one. So how can we bring this ethos to life without compromising results? Here are some ideas: Story-first training: Teach teams to ask deeper questions. Not just “how many bedrooms?” but “what’s your story here?” Celebrate legacy: Feature client stories (with permission) in your marketing — the history behind a home, not just the spec. Create rituals of care: A handwritten note on completion. A follow-up call six months later. Small gestures, big impact. Design your space like a welcome, not a waiting room: Think soft lighting, local photos, music that calms. Value quality over speed (where possible): It’s not always about getting there first. Sometimes it’s about getting it right. You don’t need a barn in the Sussex countryside to build a culture of care. You just need intention — and consistency. More Than a Transaction ‘The Repair Shop’ reminds us that care is powerful. That attention, time, and dignity can transform not just things, but people. Estate agency has the same potential. It can be a profession of pride, empathy, and legacy — not just of numbers and negotiation. So the next time you hand over keys or book a valuation, pause for a moment. Ask yourself: what story am I being invited into? Because in the end, whether it’s a music box or a maisonette, what people really want is to feel that they — and their memories — matter. And that, perhaps, is where the true value lies.
