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What does it take to build and sustain a thriving independent estate agency for over three decades? Mark and Jacqui from Jacksons Estate Agents reveal their extraordinary journey from the pre-internet era through to today's AI revolution.
Their story begins with Mark's humble entrance into the property world, volunteering weekends at an agency after buying his first home, eventually founding his own franchise in 1992. Jacqui, initially planning to temporarily manage the office while Mark attended university, found herself stepping into partnership for what became a 21-year (and counting) adventure.
Running a business as a married couple presents unique challenges, but their approach is refreshingly pragmatic. Operating in different departments with clear boundaries, Jacqui handling sales and team management, Mark overseeing lettings and finances, they've developed a formula that works professionally and personally. Jacqui candidly reveals their secret: "Do what Jackie says and you get an easy life," with Mark adding, "I've got the final say, but Jacqui is in charge."
The technological evolution they've navigated is staggering. From paper diaries and forms to sophisticated CRM systems and now AI, they've repeatedly transformed their business through decisive action. When implementing electronic diaries, they simply announced "there is no diary for next year" and switched off the old system. After six weeks of "tantrums and tears," their team adapted completely.
Perhaps most valuable is their unwavering stance on charging premium fees in an industry prone to discounting. "Absolutely believe you're worth it," Jacqui insists, explaining that they've trained their valuers to overcome fee objections without reducing prices. This philosophy stems from deep conviction: "I absolutely believe I am the best person in our postcode to do that job, without exception."
Looking ahead, they offer a compelling vision of how independent agencies will thrive in the AI era through faster adaptation and maintaining the human connection that technology can't replace. As Jacqui puts it, "When something goes wrong, you want to talk to somebody."
Ready to transform how you think about your estate agency's value, technology adoption, and future direction? This episode delivers wisdom that only comes from decades at the forefront of an evolving industry.

🎟 Want to attend Estate Agency X 10 – Lead Without Limits?

Join us on 3rd October 2025 at Everyman Broadgate, London for a full day of high-impact sessions on AI, branding, culture, performance and leadership. Hear from headline speakers Mark Burgess, Daniel Priestley, Mike Bates, Sapna Pieroux, and 11 other world-class estate agency guests and panel speakers.

This isn’t just a conference, it’s a catalyst for those ready to lead dif

Sponsors of this podcast, Iceberg Digital are setting the standard in a world full of PropTech noise and AI buzzwords.

With AI prospecting that finds listings before your competitors, marketing that wins instructions by putting your brand front and centre and a CRM that transforms how your team works, this isn’t just another tool, it's what leading estate agents use to stay ahead.

www.iceberg-digital.co.uk