1. The labour / capital mix will change – forever

Minimum wage growth and inflation over the past few years has led to wages getting higher without growth in productivity

At the same time the cost of implementing technology and systems has fallen to all time lows.  Access to large language models and API’s that connect it to your data mean that you can create sophisticated, highly personalised communications with your customers that is incredibly low cost.  

The challenge is taking that conversation and creating an action inside your CRM so that the AI conversations can lead to a task being completed, as would be done by a person.  We call this, in the digital negotiator and it is the single most important project we (at Greenhouse OS) are working on currently.  As it is executed it will allow agents to make a transformation of their business model and cost base.

2.Boldness can have quick rewards

The tools and tactics that can be used now can have incredibly quick rewards.  I was speaking with a friend who runs a FS business.  He implemented AI and within a short period of time, was booked hundreds of appointments from inbound leads.

This was done in 6 weeks.

An agent that I have been working with on Flexible fees has secured over £20,000 in upfront fees in their first month following their training. I will be running this course in my first ticket event. I have a few tickets left for the 17th April event if you would like to come and learn how to position upfront fees alongside a no sale, no fee proposition.

3. There isn’t a future where people aren’t at the centre of our industry

One of the most important reflections I’ve had over the past few months has been that despite my genuine excitement about the changing business models, I am equally convinced that this will remain a people business.  A business where we help people at one of the most challenging times of their lives.

People move less frequently and fundamentally what I believe they want is reassurance, a personal service and to trust the person who they give responsibility for helping them with this difficult process.

The market appraisal, the preparation for it, its execution and follow up will remain the most important process in the business.    “Hand holding” through the process will remain a human process through the marketing and through the after sales process.

The ‘logistics’ of appointments, marketing and communication will end up being hugely supported by AI.   This frees us, and our people to do what we came into the business to do.