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.