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.