Your What & Why

Q1. Briefly, what does your business do, and what is the purpose?

We are a family-owned, independent estate agency based in St Albans, Hertfordshire, and we have been operating for around eight years.

We offer what I would describe as a hybrid estate agency model. Traditionally, estate agents have operated from high-street branches. At the other end of the market, there are online agencies managed remotely from central call centres.

I saw an opportunity to create something between the two. We have an office in the centre of St Albans, but we do not have a traditional shopfront. This allows us to offer competitive fees while still giving clients the same experienced and personal service they would expect from a high-street estate agent.

Your Spark

Q2. What originally sparked the idea to start the business?

I have worked as an estate agent for around 25 years and previously worked for several other local agencies.

Between 2016 and 2018, I noticed that fewer people were visiting estate agency offices in person. Customers were increasingly contacting agents by telephone and email, and people no longer had the time to visit several branches to register their details.

Historically, Saturdays were always our busiest days. We would have queues of people coming into the office, sitting down with us and completing registration cards. That simply was not happening anymore.

I could see a gap in the market for a different type of estate agency service, and that prompted me to establish the business.

Hardest Challenge?

Q3. What’s been the toughest challenge you’ve faced so far?

I established the business in 2018, and things were progressing extremely well during our first two years. We were building our reputation and establishing ourselves in the local market when COVID-19 happened.

Like many businesses, we found that period very challenging. We were fortunate that estate agents were among the businesses permitted to continue operating for much of that time. Property transactions could still progress, and we were able to conduct viewings, but it remained a very difficult and uncertain market.

The other significant challenge was the economic impact of the Liz Truss mini-budget. Interest rates increased sharply, which affected mortgage affordability and people’s ability or willingness to move home. Higher inflation added further pressure.

COVID-19 and the disruption following the mini-budget have probably been our two most difficult periods. However, we adapted, evolved and came through them. The business is performing well today.

Your Advice

Q4. What advice would you give to other entrepreneurs and business leaders?

If you have a strong idea and you are genuinely passionate about it, sometimes you simply have to go for it.

There is never a perfect time to start a business, and you cannot predict every challenge that may appear further down the road.

Plan as carefully as you can, but remain flexible and be prepared to adapt. If you have the motivation, drive and passion for what you are building, you should have the confidence to take that step.

Your Highlight

Q5. What achievement are you most proud of, and why?

St Albans is a large and popular commuter city just north of London. It is also an extremely competitive property market, with more than 20 estate agents operating in the area.

Having started from nothing eight years ago, we have now established ourselves as the second most successful estate agent in the city. That is something I am extremely proud of.

I am equally proud of the personal, friendly and honest service we provide. We receive a great deal of repeat business and recommendations. When clients receive a good service, they tell their friends and families and return to us when they move again.

There is one couple for whom I believe I have now sold six houses. They move regularly, but they know they will receive an honest and dependable service every time.

Customer service is essential in any business, but it is particularly important in estate agency.

One Piece of Wisdom

Q6. What one piece of advice would you share with your younger self if you were doing it all again?

I would tell myself not to settle for second best.

Building a company from scratch involves an enormous learning curve. As a business, we work with several external partners, including photographers and people who support us with social media.

When you have a clear vision for your business, you need to work with people who understand that vision and share your standards.

If something is not working, do not be afraid to make a change. Find partners who will work as hard and diligently as you do to give your clients the best possible experience.

Ignition Journey

Q7. What led you to work with Ignition Law?

My wife is a senior consultant in Ignition Law’s corporate and employment team.

Before joining Ignition, she worked for another City firm for several years. She has had a fantastic experience at Ignition and describes it as an excellent company to work for.

There is also some synergy between our businesses. Like us, Ignition has a physical office but embraces a more flexible and hybrid way of working.

Through my wife’s experience with the firm, I chose to use Ignition’s legal services on a couple of different occasions. Both experiences have been extremely positive.

Legal Support

Q8. How did Ignition support you through this, and what difference did they make?

Business is ultimately about people, and the people we have worked with at Ignition have been excellent.

Lauren O’Sullivan advised us on a commercial property purchase. She gave us clear, sensible and honest advice and was extremely thorough throughout the process. Nothing was ever too much trouble.

We have also worked with Nicky Cranfield on employment matters. She has been invaluable when we have needed to manage sensitive staffing situations carefully and appropriately.

In both areas, we received practical and dependable advice from people we could trust. I would not hesitate to recommend Ignition Law to friends, colleagues or other businesses requiring legal support.

The Experience

Q9. What do you value most about working with Team Ignition?

I value having access to professional advice and experience that I can genuinely trust and rely upon.

When engaging a law firm, expertise and practical knowledge are extremely important. Ignition combines that expertise with a calm, reassuring and approachable manner.

The team has supported us effectively across two very different areas of law, and I am sure there will be other opportunities to work together in the future.

The advice has always been strong, and the people are friendly and easy to work with. Our experience has been very positive.

Keeping Motivated Beyond Work

Q10. What keeps your spark alive, inside or outside of work?

Helping clients continues to motivate me.

Moving home is one of the largest financial transactions most people will ever undertake, and it can also be an emotional roller coaster. I get a real sense of satisfaction from being trusted to guide people through that journey.

Clients may be downsizing, moving to a larger property because their family is growing or relocating for an entirely different reason. Every situation is personal.

I also still enjoy the excitement of negotiating and completing a deal. That feeling has never faded. After 25 years in the industry, I receive as much enjoyment from it as I did when I first started.

There is also a personal sense of pride in seeing our brand around St Albans. I live and work in the city, and we regularly pass our for sale and sold boards.

I have two young sons, and whenever my youngest sees one of our boards, he calls it a “Daddy board”. That always gives me a little shiver because I hope it means he is proud of what we are building.

Sharing Knowledge

Q11. What book, video, Ted Talk, quote or single piece of advice can you share with our SME Community?

A book that has stayed with me is Eat That Frog! by Brian Tracy.

The title sounds slightly strange, but its message is very practical. The idea is that if you have a difficult or unpleasant task to complete, you should tackle it first.

Rather than putting it off, dwelling on it or allowing it to consume your energy throughout the day, get it done as early as possible.

Once it is finished, you can move on and focus properly on the tasks you find more pleasant or enjoyable.

It is a simple principle, but it can make a significant difference to how productively you approach your working day.