Verve meets the agents behind the real estate!
Heather Walton
Real estate agent and author Heather Walton released her book, Rags to Riches to the Real Me, in 2022, and few know their stuff quite like her having been in the industry her entire working life. “I was a legal executive in several property firms for about 15 years and went on to work in a development company preparing all our commercial lease proposals, I then owned a property consultancy firm,” she tells Verve. “After taking a break to have my son, I re-sat my licence about 15 years ago. The rest is history.”
What do you love most about your job?
“It would have to be the beautiful homes I get to sell and the beautiful people I get to meet. I’m also at a point in my life and career where I do have significant value to add to the sale process and I just love it when a client sees the value I bring and lets me go for it. I enjoy using all the years of property and commercial law coupled with interior design flair and taste to create the perfect robust marketing campaign.”
Can you give an overview of the various options for ways of selling a home?
“There are five methods of sale. I always lead with a deadline campaign which is one of three things: auction, set date of sale, or tender. That way we all focus on a deadline to obtain a sale – always unless sold prior – and if by some strange reason we don’t sell on deadline day, then the remaining two options are to put a price on it or continue price by negotiation. No one property is one size fits all and that’s what I love about owning my own company and being a licensee agent rather than just a salesperson. It means we can pivot, always do the best for our clients while keeping them safe and the property price integrity protected.”
Heather says that “total, open communication from day one” is essential. “Set the parameters and expectations, agree on the type and frequency of communication, do what you say you are going to do,” she continues. “Be graceful and grateful at all times.”
And remember that the client is always right.
“I bend over backwards for my clients. If I ever feel too stretched, then I put more support on so that we don’t compromise our customer service. There’s annual gifting, touch points throughout the year on special occasions, and my newsletter. I’m very generous with my gifting.”
When asked about memorable advice, Heather doesn’t miss a beat: “Listen more speak less.”
“If necessary, allow time and space to process,” she adds. “Always keeping the vendor’s interest top of my mind has stood me in great stead. I’m a very quick operator and I’m a touch typist so I move at a rate of knots which is quite rare. I’m a legal one stop shop so can process offers very quickly with my iPad that I carry at all times with an electronic pen. Keep the parties loving each other the whole time – even if it gets tough, it just creates a nicer process in the end when the stress and pressure of the deal is over. One last comment: sometimes, if it’s not feeling right, it’s better to walk away.”
What do you hope people take away from their experience working with you?
“I strive to leave every daily interaction better than I find it. It’s harder than you think, and I start again every day. We are so privileged to be involved in some of the most important and stressful times of people’s lives so for them to say that we did a good job, or that we made things easier or more pleasant for them in some way, makes me feel like I’m winning.”
“Always keeping the vendor’s interest top of my mind has stood me in great stead.”
How do you unwind after a busy day?
“My animals and family are my world. My husband is my bestie and we have two darling American schnauzers who are always so pleased to see us. Our entire lives revolve around them. Pilates keeps me fit and strong, and my husband and I start and end every day with a meditation. Golf and grandbabies somehow get squished in too. The goal is teaching my granddaughter to play golf, killing two birds with one stone!”
What’s your favourite room or space in your own home?
“Thats easy – my wardrobe. And it literally has its own room, the size of a king bedroom. Whenever I appraise a home, I’m always curious to see the wardrobe. It’s often overlooked and given a box tick rather than making it the most import room in the house. I know that sounds over the top, but I love and respect the beautiful things that I have carefully collected, or been given, and displaying them with pride makes me happy. It can make or break a sale in the market that I sell in. Although I have to say, as I get older, it’s less of a big deal as I much prefer quality to quantity. I think it helps me be a great salesperson when I love a home and can see myself living there.”
What inspired the design and decor of your home?
“Firstly, many years and many renovations learning what I love – like parquet marble tiles and beautiful, wide board Forté flooring. Also finding an interior designer who is fresh and up to date. I’ve worked a lot with Kate Thode in Remuera and, since moving to Matakana, Jordy Cochrane from Board and Batten. They’re both so talented.”
Has a house you’ve sold ever inspired something in your own home?
“One of my favourite things was an underground wine cellar which I sadly couldn’t replicate! My favourite thing at present is our huge outdoor loggia living space which provides a great extension to our home, and we simply live out there in the warmer months. Heaters also allow us sit out late into the night. At one end is a fabulous cocktail bar and my hubby had a gas strut window designed similar to one you would find on the back of a Riviera launch – he feels right at home! So, I do love our bar area and homes with these big areas to enjoy wonderful entertaining options year-round.”
If your house is burning down, what do you save?!
“First and foremost, my animals. My favourite piece of furniture, which I would struggle to tuck under my arm, and is our stunning cabinet by Sarsfield Brooke. Kate sourced it for us and it’s to die for. It becomes a conversation piece whenever we move it, and we have moved a lot. Otherwise, I’d grab my Karl Maughan painting!”
Finally, any quotes or mottos than you live by?
“Pressure makes diamonds – it’s a favourite quote from my book!”
Find out more about Heather at theheatherwalton.com. Her book, Rags to Riches to the Real Me, is available on Amazon.
Pene Milne
NZ Sotheby’s International Realty sales agent Pene Milne fell into the real estate industry almost by accident after leaving a career in nursing and senior health management 23 years ago. She moved from Tauranga to Auckland “where I didn’t know anybody” and chased every lead or snippet of intel multiple times, “because I literally had no contacts”.
“I put my map book on my lap – there was no GPS in those days – and literally drove around until I felt that I had a handle on the city,” she says. “Auckland has been very kind to me. I love the diversity of my days and the people I meet. First and foremost, it’s about the people.”
Her abundance of repeat custom, Pene tells Verve, is what most humbles her: “I’ve been doing this for 23 years now, and people have been so loyal, and that has meant a great deal to me personally.”
How do you feel the industry has evolved over those 23 years?
“I’m not sure that the fundamentals of real estate and marketing have changed too much. The digital age has changed the speed and way we approach things, but I think that the fundamentals of real estate 101, are pretty simple. And the methodologies of auction, for example, are still just as relevant today.”
What do you hope that clients take away from their experience with you?
“That they were able to make decisions with confidence, that they feel the best result was achieved. I think the word trust can be overused, especially in real estate. But I hope people connect with my integrity. Though I love the long-standing relationships that have blossomed, in business I understand I’m there to achieve the best result for them in any market and that they can have absolute confidence that I am straight with them, even if it’s something they don’t want to hear. But they need that information to make the right decision at the right time and move on with their lives with clarity to the next adventure, the next chapter.”
“I think the word trust can be overused, especially in real estate. But I hope people connect with my integrity.”
What lessons have you learned during your career?
“That the best four-letter word in real estate is ‘next’. You just can’t give up, you must learn to deal with both the highs and the lows. Whatever is happening, it is ultimately on me to manage.”
How do you keep balance outside the office?
“I focus on exercise, good nutrition, and good movies!”
Tell us about your home.
“I have a home in Remuera, that’s about 30 years old, and a classic really. I appreciate the original design, so didn’t want to change that integral style during renovations. I love acquiring really special, quality pieces of furniture that I know will be around for a long time, items that aren’t disposable but become part of your life.”
What’s your favourite part of the house?
“There’s more than one! I love my living area because it’s so comfortable and opens up to my garden. But my favourite room is the main bedroom because it’s my retreat after a busy long day. That’s the place that I can really get great rest, with lovely views and I wake to the morning sun.”
Heaven forbid it was to catch fire, what things would you try to save?
“Firstly, my dog of course! I’m also really organised and have a good library of photos – I always print off the special ones. People don’t really do that anymore in the digital age, which is a great shame. Oh, and I also have a cupboard full of memorabilia, so would definitely try to salvage that too!”
Luke Crockford
Luke Crockford of Ray White is one of the city’s most recognisable – and respected – real estate agents for good reason. “I’ve been in sales and marketing all my life, and before heading into real estate I’d completed 10 years at George FM, doing all of their advertising and marketing,” Luke tells Verve.
Luke got into the business after being approached by a couple of pals already in the industry. “They felt that I would be very good at it because of the empathy that I have and gift for connecting with people.
“For me, real estate was all about being part of the journey to help change people’s lives, and to deal with them in a genuine way throughout what can be, a stressful process.”
Being on that journey is what Luke loves most about his work.
“I have built a repeat and referral business, you can’t explain the buzz when you have helped somebody achieve a fabulous result. It’s a process that’s not as easy as you think, so my creative side gets to flourish with each campaign as they are all different. It’s also exciting when you get a call from a Vendor or Client, asking for help to sell their next home or investment property, and being able to share my local knowledge.”
Luke has lived in Ponsonby and Grey Lynn for nearly 30 years and has seen a lot of changes: “My local knowledge combined with 10 years’ experience in real estate is so beneficial to me and my clients, and referrals are a huge part of my business.”
In a market that was decreasing by 15% in some areas in the past year, Luke was able to achieve the top 2% in NZ by reaching Elite Status and also placing him in the top 6% across Australasia. “It was a huge highlight and reflection of all the work I have been putting into my career to date,” he says.
“My local knowledge combined with 10 years’ experience in real estate is so beneficial to me and my clients, and referrals are a huge part of my business.”
How do you approach building and maintaining a relationship with your clients?
“Simply by being approachable, authentic, and available to help throughout any part of their real estate journey, regardless of whether they are selling or buying. I am open to anybody calling me anytime and I am always happy to help.”
What do you hope people take away from their experience with you?
“That they received a genuine, honest, professional service which resulted in a stress-free transaction or process, enabling them to be able to make clear decisions about their future.”
Any valuable lessons you’ve learned that you can share with our readers?
“Transparency is always best. Don’t get in the way of the proven process. Allow the buyers to make the offers, allow the vendors the opportunity to sell.”
Any favourite mottos or quotes that you live by?
“‘Did you say…’, ‘He who hesitates is lost’, ‘You should have been here yesterday’, and ‘You don’t know what pressure is until you play for five bucks with only two bucks in your pocket’.”
But as much as Luke loves his work, nothing, he adds, brings as much pleasure as his charity work with his local Grey Lynn community. “I have proudly supported Richmond Road School in Grey Lynn for nine years now by making an annual donation every year, down to buying the singlets for their basketball teams,” he says. “I also look at giving a huge opportunity and benefit to others, which comes from my upbringing.”
Further good causes include helping Westmere Primary School raise money for the Māori Unit and sponsoring local golf tournaments such as the Rotary Club, which raised $25,000 for the Ronald McDonald Air bus.
“For me it’s all about the little things,” says Luke, “giving back and supporting the community any way that I can.”
021 277 8565
luke.crockford@raywhite.com
raywhite.co.nz
