BETTER. FASTER. STRONGER.
THE SELF-IMPROVEMENT ISSUE
How to equip ourselves
How to unlock opportunities
How to connect with customers
Flood risk levels to be a bigger part of the conveyancing process
By LEWIS PANTHER
Conveyancers and property managers will have to disclose flood risk levels under new recommendations following a federal inquiry into the 2022 floods.
The House Standing Committee on Economics, which has just released its report on insurers’ responses to flooding claims, has made 86 recommendations.
The chair of the committee, Dr Daniel Mulino MP, said the title Flood Failure to Future Fairness reflected “the collective failure by insurers to meet their obligations to policyholders after the 2022 floods and our hope for a fairer system in the future through the 86 recommendations in this report.”
Dr Mulino said: “Too many cases were badly mishandled.
“Inconsistent decision-making meant neighbours received different outcomes after the same event. Long delays caused emotional, mental health and financial strain.
Stories that moved the dial
“More than two years on, many people still can’t go home. Initial offers were often too low, which was especially problematic for cash settlements.”
The report also responds to the growing number of uninsurable properties at very high risk.
Dr Mulino said “some form of government intervention” would be needed for these properties. Guiding principles for such intervention include ongoing community and household-level mitigation investment and no further development in high-risk areas.
Specific recommendations include:
• disclosure of flood risk levels through property conveyancing and rental agreements
• exploring regulatory mechanisms to discourage banks from financing new housing developments at a 1-in-100 flood risk or higher
• changes to building codes to boost flood resilience
• extending the Bushfire Resilience Rating app to flood risk
• requiring insurers to reduce premiums after householdlevel mitigation works
• further development of buyback and resilience programs for the highest-risk properties.
Treasurer soft on negative gearing proposal for housing fix
By LEWIS PANTHER
Treasurer Jim Chalmers believes there are better ways to tackle the housing crisis than negative gearing reforms.
While stopping the tax break seems certain to be part of the election debate over the coming months, Chalmers has given his strongest indication that it is not Labor policy.
Property investors will be reassured that there will be no changes to the controversial tax arrangements.
That doesn’t look like stopping the Greens and some Labor backbenchers demanding a radical overhaul though.
The latest twist came when Chalmers admitted he had received advice about negative gearing but said that people “shouldn’t anticipate this is part of our housing policy; it’s not”.
The teals, Greens and a number of Labor backbenchers want the government to revisit its 2019 election policy to wind back negative gearing and the capital gains tax discount.
Fresh modelling from the Parliamentary Library, produced at the Greens’ request, estimated that enacting Labor’s policy could see nearly 300,000 homes redistributed from property investors to homeowners.
The figures are based on a paper by NSW Treasury, which found reforming the tax concessions could boost home ownership rates by 4.7 per cent.
That aligns with previous modelling by the Grattan Institute and Deloitte.
They found that reform would constrain supply slightly but reduce investor demand by more, resulting in modestly lower house prices and a big change to ownership patterns.
Despite the differences of opinion over negative gearing, a growing chorus of politicians and industry leaders think the 1.2 million housing target is well wide of the mark.
Judging by the latest Australian Bureau of Statistics data, which revealed that 2023-24 was the worst year for home building in more than a decade –dropping 8.8 per cent to 158,690 new starts – they are almost certainly right.
BUSINESS BATTLE
Nic Gould, of Queensland’s Colwell Conveyancing, shares insights of a journey from the battlefields of a 10-year military career, to the precision and trust demanded of his ‘new’ corporate life.
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THE TOOLS YOU NEED
At a time of challenge and change, conveyancers need a few tips to give them the confidence they need. Our special report is devoted to helping practitioners be the best version of themselves: better, stronger, faster. Professional advisors provide advice you can use to assist in the building your brand. It is 26 pages of lifechanging moments. Starts on Page 8
DATA DASHBOARD
The western corridor of Sydney’s outer suburbs continues to dominate the sales landscape. Discover how and why in a property analysis. Pages 34 and 35
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Federal Treasurer, Jim Chalmers.
FACE-TO-FACE with NIC GOULD Managing director, Colwell Conveyancing
MILITARY PRECISION
Nic Gould is the managing director of Queensland-based Colwell Conveyancing, which was established in 1972 and has offices in Brisbane, the Sunshine Coast and the Gold Coast.
Since stepping into the MD role in 2022, Colwell Conveyancing has experienced strong growth and is now on an acquisition pathway, looking to build a network of conveyancing firms in south-east Queensland
Having joined the industry after a 10-year career in the Australian military, Nic sat down with Australian Conveyancer to chat about the transition and how a defence background has helped him forge a successful path in Queensland’s conveyancing industry.
Story: SAM McKEITH
Photos: DAN PELED
AUSTRALIAN CONVEYANCER: Tell us, what’s Colwell Conveyancing all about?
NIC GOULD: Sure thing. With the acquisition of Colwell Conveyancing in 2022, I saw an opportunity in the Queensland market to deliver a professional conveyancing service that focused on the use of tech and prioritised customer experience. I believe that communication is at the core of everything we do at the business and that’s why we’re committed to fostering relationships, leveraging technology, and optimising customer experience through processes and systems. One of our big focuses is to prioritise customer satisfaction by doing whatever it takes to meet their needs and exceed expectations, so we’re always looking for new ways to show that we value our customers and their feedback – they’re always the top priority.
AC: What do you attribute the rapid growth of the business to?
NG: I think really the key to our success is not just a focus on customer, but also our referral partners. Also a contributor has been our transition to being a technologyenabled firm, or more precisely a digital enabled firm. That’s been a big part of the story. And it didn’t happen overnight. In fact, it took the best part of two years to really transition to that because when we bought the firm it was old school. So yeah, it took us the best part of two years to build the necessary tech offering from the ground up.
AC: And what about yourself, did you have an interesting backstory before conveyancing?
NG: I grew up in Bribie Island in Queensland then studied at both QUT and USQ. I’m a big believer in education and currently have a bachelor of law degree, a graduate certificate in intelligence, a graduate diploma in legal practice, a Queensland Law Society membership, an Australian Property Council membership. On the military side, yes I’m an Australian Army veteran. I served in Afghanistan on two occasions. I also worked at the Australian embassy in Indonesia, for two years. Before taking over Colwell Conveyancing, I worked at professional services firm KPMG, integrated services company Downer and Sydney-headquartered McCullough Robertson Lawyers.
AC: What key principles have you brought to conveyancing from the military?
NG: After nine years in the military and providing consultancy to large multinational firms, and as a lawyer, I discovered there are a lot of qualities that it takes to be successful in military that translate over to something like conveyancing and property law.
With conveyancing, you’re dealing with a lot of people’s largest transaction, or the largest investment they’re ever going to make. So, it is emotionally charged, and it’s something that takes patience and it takes discipline, similar to that which exists in the military.
AC: How does your military experience flow into daily operations?
NG: It’s about really considering with empathy, and that compassion side, of how people are buying and selling for various different reasons.
You know, in one matter you might have an investor, highly experienced, who knows what to do and then on the other hand, you’re dealing with someone who’s a firsthome buyer or someone who’s buying or selling property due to relationship breakdown or a passing in the family sites. In those circumstances it’s very sentimental and can be highly charged.
So, each scenario takes a very different approach, but it really comes down to understanding the customer, understanding why, and then how do we then communicate most effectively and manage that matter. From the military it’s similar, it’s about being adaptable to change, it’s about being adaptable to different customers.
There’s also the courage side, which is about having the courage to step out on your own and have a crack at something when you’re in business. Conveyancing has traditionally been a conservative field, and I saw an opportunity to do things differently. So, it’s taken courage, adaptability, flexibility, to build something for our industry into the future.
At a more granular level, there’s a heavy reliance on small teams in the military and we rely heavily on teams in business, but also in the conveyancing and the property law world. So, for me, I took a lot of learnings from leading small teams in the military, and leading small and medium teams in business, into my current
“Being out on your own is very different to the army. It takes a different mindset and … risk appetite.”
Managing director, Colwell Conveyancing, Nic Gould.
CONTINUED FROM PAGE 5
role at Colwell Conveyancing. There might be a different context, of course, but largely that ability to lead people is still the same.
AC: What surprised you transitioning into the conveyancing industry?
NG: Running Colwell Conveyancing is very different to the military in the sense that you don’t have the security and the protection of the big defence organisation behind you – there’s no the big military beast there.
I guess I’m lucky to have started a couple of businesses in my time, but still being out on your own is very different to the army. It takes a different mindset, and it takes a different, I guess, appreciation or risk appetite to be able to do that.
AC: Business can be stressful, how has your army background helped there?
NG: Absolutely, business comes with stress at times and it’s key to find ways to manage that. Stress management is essentially about being to stay calm under pressure, not letting it get the better of you – there can be times when it’s really stressful in this game. Being able to keep a level head at stressful times was something I learnt early in my days in the military.
On this front, it’s going to be different for each person, but whether it’s breathing exercises or something else, for me it’s just having that ability to just step back and appreciate the broader circumstances, the bigger picture, and then be able to lead through that.
AC: How does your veteran-run company Protegas feed into your conveyancing work?
NG: I built Protegas, an intelligence capability provider, to be a business that focuses on culture and values. Additionally, the experience of founding and bootstrapping the business had some similarities to Colwell Conveyancing as it meant taking a 50-year-old law firm and building a modern, tech-based business to disrupt the cottage conveyancing industry.
AC: What tips do you have for others starting their conveyancing journey?
NG: There’s definitely a few. One is to make sure you understand the customer, I think that’s really important. It’s also about understanding the role of the customer and the transaction, they need to be at the centre.
The second part of that is embracing technology and allowing technology to enable rather than being afraid of it. At the same time, you have to understand that tech is an enabler and that the human will always be at the centre. So, it’s about utilising technology to enable your people, rather than take over your people.
Getting the balance right depends on your team, it depends on you as a leader, and I think it depends on how much technology you adopt and the rate of change. There’s a balance to strike in providing the technology where it adds value, which makes sense. But where it starts to get to a point on technology that it’s not adding value and actually adding confusion, that’s where you probably need to take a step back and assess the strategy.
AC: You emphasise understanding the customer, any tips there?
NG: Sure, early and regular communication is important. It’s also about multi-modal communication, so utilising things, of course, like email, but it’s can’t just be one mode. That’s really, really important. At Colwell Conveyancing we also focus heavily on our onboarding process. It’s a really robust onboarding process now, and another key to understanding the customer.
AC: What do you see as major issues on the radar for the sector?
NG: Issues on the radar for us now are around continuing regulatory change. In Queensland we’ve got the new seller disclosure scheme and of course the counter terrorism financing and anti-money laundering regulations that are coming in nationally. I think they’ll be a big challenge for our industry.
With regard to the counter terrorism financing and anti-money laundering regulations, it’s my view that the increasing regulatory demands that they bring in will be a big thing to deal with for us. I guess it’s the added red tape and cost and the extra time.
But on the whole, I see the sector outlook as really positive. I mean, particularly in Queensland, we’ve got a great property market right now. The property market is really buoyant in Queensland and that’s being driven by strong fundamentals, and we’ve got increasing internal migration, which is good for our business. There are still increases in volume, and so I’m very optimistic about our industry in the years ahead
AC: What about the outlook at Colwell Conveyancing?
NG: We’re not trying to grow too big and too broad and be all things to all people; we’re really focusing on doing one thing, doing it well, and doing it in a market that we know.
Even so, we do have plans to grow in Queensland. We’d like to open four or five new locations as our target in the next three to five years to build on the success we’ve had to date, which is down to having a really strong focus on customer and customer experience.
The long and short of the expansion plans are largely to keep a local, I guess, a local concentration, rather than going nationwide. You know we’d rather be able to focus on southeast Queensland, That’s where we want to stay.
The foundation is really about just keeping to our core business, which is customer centric-operations. If we do the little things right, then the big things will fall into place. As I touched on, conveyancing has been a bit dusty for far too long even though it’s a critical element of any property transaction.
It deserves to have the spotlight shone on it to show it off as a dynamic game-changer. It is, and our team is, made up of passionate conveyancing specialists. We love it, live it and breathe it, and ultimately, our enthusiasm shows in everything we do.
* The interview has been edited and condensed for clarity
Additional sources: linkedin.com/pulse/ meet-nic-gould-ccgmanaging-directorconveyancinggroup/ conveyancinggroup. com.au/about
A THREE-PART GUIDE A BETTER YOU FASTER WORK STRONGER CONNECTIONS
HOW TO BRING YOUR
Conveyancing is an industry under pressure. Profitability, time, statutory obligation, technology advancements, private information security, public trust, and a discomfort in the property sector.
Being a practitioner in this environment is not for the faint-hearted.
Accentuating the business pressures many feel, is the isolation. Being time poor and working as a small business if leaving fewer opportunities to learn from each other, be inspired by peers, and slake the thirst for knowledge.
“We need help and hope”, they say.
“We also need time”.
In this special report, The Australian Conveyancer brings life tips, skills and inspiration into a single convenient package.
‘BEST SELF’ TO WORK
This 26-page report addresses the mind, the body and soul with the aim to help conveyancers be better, faster and stronger in life and in business. It’s presented in three parts:
1. Becoming a better you –upskilling and upgrading.
2. Faster at Work –Embracing technologies that buy more time, and learning from peers that have reshaped their companies.
3. Connecting with customers – putting yourself out there and being heard. Importantly, these are tips from the front-line that can be implemented immediately. Could this be the most valuable and practical body of text you will read?
READ ON …
Why it’s important to make yourself heard
By MELISSA IARIA
Many Australian actors who became hits in Tinseltown studied at NIDA, but it’s not as well known that their acting tools are also being used to train business leaders how to communicate more effectively.
“We teach the courses we’re famous for – the acting courses – but we also have other courses for people who want to be leaders around the world in their desired field,” says Elsie Edgerton-Till, a learning design specialist at the National Institute of Dramatic Art. “Really, we are borrowing from the actors’ toolkit to give real, practical tools to people of business to land their message.”
Figures from chief executives to politicians and sports stars have taken the NIDA courses to be better seen and heard, whether it’s to improve their confidence as presenters or public speakers or train their voices to make an impact.
While these leaders may be experts in their fields, it’s not their words but how they use their bodies to communicate their message that is most important, Edgerton-Till says.
For example, hunched shoulders and a downcast gaze could signal to an audience you are scared and unsure, and this affects how they receive your message.
“In a lot of our courses, we spend time focusing on physicality, the body and then the voice – our tonality –and what we can do with our voice to land a message to come across as more confident or authentic, depending on what the person entering the room is looking to change to help them be a better communicator.”
Tools are also available to help those petrified of public speaking become more centred and self-confident.
“When something is important to us for whatever reason, it affects our breath,” Edgerton-Till explains.
“That affects the quality of our voice. It could sound thinner … or it might come across as not being literally loud enough, as other people can’t hear what is being said.
“We talk about the awareness of what is happening, and then we look at tools to shift that experience. There
are practical tools in the actors’ toolkit we can use.
“We look at how we can connect to that diaphragmatic breathing – or stomach breath – to add fuel to the voice, so our voice comes across as centred and connected, which will be read by an audience as someone who is certain about what they’re saying.”
Edgerton-Till says she has witnessed “incredible” changes in participants who have used NIDA’s transformative tools to share their message with the world.
“What we see is often quite profound,” she says. “For example, on our influential women course, people are often moved to tears by seeing the change in the group of people they’ve gone on this journey with, who were strangers at the beginning.”
One memorable participant was a policeman terrified of public speaking. “His best friend was getting married and he really wanted to deliver the best man’s speech,” Edgerton-Till recalls. “All his life he’d literally run away from public speaking.
“By the end, he found a way to stand in his body and own the room. He shared his best man’s message, and the whole room burst into clapping.
“He found tools he could utilise to do something so important to him, and he did it. It was remarkable.”
Elsie Edgerton-Till’s tips on how to deliver your message with impact
• Do a physical warm-up before a high-stakes presentation to get into your body, even if it’s stretching or a walk around the block.
• Warm up your vocal cords by singing your favourite car song to help open up your vocal range and prevent a shaky voice.
• Remember breath is your most powerful tool.
• Breathing exercises such as slow, deep breathing can reduce your heart rate and help deal with nerves.
• Be aware of how you hold your body – avoid hunched shoulders or a downcast gaze.
Essential style: Look and feel the part and seize the moment
By MELISSA IARIA
Nailing the perfect corporate look not only creates an impact, it also boosts self-confidence and drives performance, according to stylist Nat Shehata.
“Successful dressing, for me, is how somebody feels in an outfit,” says Shehata, who has dressed hundreds of celebrities and business figures across Australia.
“Once you feel confident in an outfit and know you’re looking good, that leads to feeling good, which then leads to every other part of your day and your business.”
For Shehata, looking polished is transformational because it has a “huge” impact not only on the confidence you exude but also on how others perceive you.
“It makes it look like you’re taking the day seriously,” she explains.
“There’s a part of us, unfortunately, that judges people by aesthetics.
“If I see somebody who’s well dressed, I know they’ve taken the time, they’ve thought about it and have understood how important it is to look good. They’ve also understood that looking good makes them feel better.”
Thankfully, you don’t have to spend big to look sharp, nor be a slave to the latest fashion trends – all you need is a few basic wardrobe pieces to look chic.
For corporate women, Shehata suggests a core wardrobe featuring tailored black pants, a blazer, denim jeans, a few T-shirts and a couple of beautiful blouses, a trench coat, a woollen coat and a knit jumper. Add to this a dress that can be teamed with the blazer to take you from day to night and possibly a skirt that works for you – whether it be pencil, mini or A-line.
For men, professional wardrobe essentials include well-tailored suits, chinos, a few shirts and a smart casual blazer.
“Yes, you need to purchase a few things at the beginning, but it’s whatever you can afford,” Shehata points out.
Classic and corporate: Matching navy jacket and skirt, well-tailored. It never fails.
Confidence and dressing to impress
“By investing in these basics, you can create so many different outfits.”
Once you build your core wardrobe, it’s easier to add other clothing pieces and details more revealing of your personality.
“If you like that pop of colour, why not bring that into a fun shoe? If you have more of an eccentric personality, then, of course, wear some great earrings or jewellery,” Shehata suggests.
“But it’s always going to be easier if you build that core wardrobe first, then add additional pieces.”
Shehata advocates planning your outfit and keeping to your “personal brand” wherever you go.
“We’re all walking advertisements of who we are and what we do, so it’s really important to always represent your brand, regardless of whether you’re going to a shopping centre or a meeting.”
The biggest mistake she sees is when people try too hard and overthink dressing, but the key is to return to your core pieces and keep it simple.
“You don’t need to be the most expensively dressed person in the room; you just need to be put together well,” she says.
“And if you don’t know how to put yourself together, then keep it simple and go back to your wardrobe basics. Figure out what you have, and look at pieces you can wear together.”
Time and again, Shehata has witnessed how the art of dressing can improve self-confidence, which in turn enhances performance.
“I do what I do because I know how powerful clothes are and how they make somebody feel,” she adds.
“If I can change somebody’s life with how they feel simply through the talent of dressing them, then I’m so lucky to be able to do that.”
Nat’s key tips for dressing for success
• Carefully curate your wardrobe with a few core pieces, then add trend pieces
• Never underestimate the power of sharp tailoring
• When in doubt, keep it simple
• Don’t be afraid to show your personality with pops of colour, shoes or jewellery
• Nothing is ever off the table – if there is a colour you love, find it in a style that works for you
IN STORE AND IN SEASON: A FEW CLASSIC MUST-HAVE WARDROBE STAPLES
ABOVE: Scanlan Theodore: Tailored double button jacket. $950
ABOVE RIGHT: Scanlan Theodore: Cashmere shirt. $500
RIGHT: Scanlan Theodore: Parachute shoulder pad shirt. $350
Camilla and Marc: Evans Classic trench coat. $900
Getting on top of the complex and changing property game
By MELISSA IARIA
Selling a house is often the biggest financial decision a person will make, and if something goes wrong, the potential for loss can be significant.
While conveyancing courses have traditionally focused on theoretical knowledge, in recent years, there has been a push to better equip students with more practical skills so they can thrive in real-world settings.
At Monarch Institute, one of the newer additions to the advanced diploma of conveyancing is property law, which helps future conveyancers handle some of the complex problems that can arise from property transactions.
“Nowadays, a lot of people will buy properties at auction, which means they don’t really have a lot of opportunity to check them out beforehand,” program director Shane Watson explains.
“They also often don’t get their finances fully finalised before they bid, and sometimes buyers just assume everything’s going to be okay, but it’s not necessarily.
“That’s why we’re really big on trying to get the students ready to handle all the possible problems that can come up.”
Other practical scenarios students encounter include delays in finance approval, the discovery of pests during inspections and the absence of building permits or undisclosed defects on a property.
Issues such as late or crashed settlements, squatters, being gazumped on a house sale, and professional indemnity insurance claims are also covered.
“The diploma course has been going for 20 years, but in the olden days, it really wasn’t going into much detail at all as far as handling conditions on contracts, contract law, and whether someone can get out of a contract, and what happens if settlements delay,” Watson explains.
Offered remotely, the Monarch course has opened new career paths for students keen to study at their
own pace. It has appealed to those seeking a new profession, new parents, or full or part-time workers struggling with time commitments.
Thankfully, Watson says, the future looks bright for conveyancers, with demand for the profession tipped to remain strong in line with population growth.
The advent of AI is expected to speed up everything from the drafting of legal documents to risk assessment, property value predictions and trends, and fraud detection. However, while it could lead to faster transactions, fewer errors, and lower costs, human oversight would still be needed.
“I imagine at some stage, AI will start taking advantage of all the legal case studies and resources so you’ll be able to put together effectively a legal opinion on something very quickly using AI,” Watson adds.
The biggest hurdle faced by newly qualified conveyancers is getting a steady stream of clients.
“They just think they’ll be able to talk to a local real estate agent and get referrals from them or a local finance broker, so we go into the nitty gritty of how to achieve that,” Watson says.
While conveyancers need a number of referrers, they need other ways to market themselves, be it paid Google ads or other social media.
Differentiating themselves from lawyers, for example, by being more available, can also be a strong selling point.
“For example, the vast majority of people buying houses will buy them on a Saturday. As soon as they sign the contract, they’re going to want to see their conveyancer straight away,” Watson says.
Finally, to be a good conveyancer, good communication skills and attention to detail are paramount.
“Conveyancers need to be careful and work quickly, but not with too much haste. Mistakes can be very costly for yourself or whoever you work for and your client.”
Monarch Institute program director Shane Watson and head of product, Lisa Constantine.
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Early learning from early adopters of AI
By LEWIS PANTHER
Conveyancers are using artificial intelligence (AI) to ask up to 3000 questions a day as early adopters experiment with Archie.
The AI-powered personal assistant –developed for the industry by Smokeball and triSearch – has answered more than 100,000 queries in its first 10 weeks of operation, with 65,000 of them coming from 4000 users in Australia.
Smokeball chief executive Hunter Steele says he welcomes the rapid uptake from those early adopters who have been willing to give Archie a try and to experiment.
“It’s worked for those early adopters as they’re quite experimental and they’re quite tech-savvy,” he says.
“It hasn’t worked for others because they like to be told what to do – and with this blank prompt box, they don’t really know where to start.
“And it hasn’t worked for others because they haven’t even tried it, because no one has really given them a valid use case to bother. It’s interesting learning that.”
While the rapid uptake is easy to quantify, Steele acknowledges that translating the figures into time savings is difficult. Those people who are using Archie the most are finding they are saving the most time because they are adept at asking the right questions, he says.
The three areas where Archie is being used most frequently include accessing an information summary, turning a large report into a few paragraphs, or finding a single piece of information about a
“Conveyancers are asking 3,000 questions a day as early adopters experiment with Artificial Intelligence to boost productivity.”
date when something happened, Steele explains.
The bot is also used for drafting emails or letters, and to give a quick first draft of clauses and conditions.
“That’s where I would start experimenting with it – to try and get that work done,” he says, giving an example as: “A quick first draft of emails or letters where you’re talking to a client or the other side about something that is not a standard.
“It’s beautiful for that. You should never really have to start with a blank piece of paper again because you’re either using workflow-style precedence, or you’re using Archie to get you to that first draft.”
While the benefits are already evident, Hunter admits Archie needs tweaking.
As with any AI, it is only as good as the prompts and data fed into the system. And while 90 per cent of the information it has works well, that leaves 10 per cent where it is not good enough.
When a signed and scanned contract can’t be read and a question is asked, for example, Archie can’t give a good response.
“So we’re working on training models to really understand contracts, making sure that we can get through that blurry PDF and they’re getting pretty good at it,” Steele says.
The second part of an update that will be rolled out by the end of 2024 is access to a selection of predesigned prompting templates that conveyancers will be able to save and reuse, making it even easier and quicker for them to interact with Archie.
What’s the winning recipe for business success?
Work hard, focus on customers, and find your niche … say these three thriving conveyancers
FIONA EASTWOOD Impero Conveyancing
Ten years ago, Fiona Eastwood took the plunge into new motherhood and new business ownership when she quit her high-flying legal job after returning from maternity leave.
“The corporate world didn’t align with me at that stage of my life – I felt more comfortable with a new business and a new baby growing together,” says Eastwood, 41, who founded Impero Conveyancing in Wallsend, NSW, and quickly realised her business’s potential.
“I ran solo for a couple of months but I knew early on that support and ‘team’ would be crucial to ensuring what I started Impero for – to keep the work-life balance.
“Along with keeping up the service my clients deserve, I had an instinct early on I wasn’t going to be a small operation!”
Eastwood expanded earlier this year by acquiring Singleton-based Ariel Conveyancing.
She now has a staff of five and is proud of the team she has built, who handle 800-plus conveyancing matters each year.
“I’ve built a workplace that encourages learning, collaboration and personal growth,” says Eastwood, a fan of motivational business leaders like Richard Branson.
“It’s a space where everyone can contribute, feel heard, and develop personally and professionally.”
Keen to share her experiences and grow a network of conveyancers Australia-wide, Eastwood has devised a Mastermind program (launching in February) to “support and guide growth-minded conveyancers”.
“It’s designed to help conveyancers scale, systematise, and find that all-important work-life balance,” she says.
“I’m excited to create a space where conveyancers can learn from each other and take their businesses to new heights.”
Impero Conveyancing founder Fiona Eastwood.
The winning recipe for business success
KRISTY BELL Bell Conveyancing
In 2017 Kristy Bell was a newly single mum of two when she launched her conveyancing business from the spare bedroom of a rental property.
“I took a big leap and started Bell Conveyancing because I needed the flexibility to juggle raising my daughters and to make sure we had a stable future,” says Bell, 41.
“It wasn’t easy, but the drive to provide for my family kept me going. It was one of the best decisions I’ve ever made, and I haven’t looked back since.”
Starting out as a sole trader, Bell, who has 23 years of industry experience, reached a point where she had to make a choice – either turn down work or employ additional support.
“Since 2021, we’ve expanded to a team of six, and we’re expecting to handle 600 transactions this year,” she says. “It’s been an exciting journey of growth.
“We love working in the Central West of NSW, so expanding our offices in Bathurst and Orange – and maybe even further west – is definitely on the cards.
“It all comes down to finding the right-located licensed conveyancer to join our team, and we’ll be ready to grow again.”
Bell likes to foster a “country town vibe” for her offices where “everyone knows everyone, and it feels like home”.
“What makes our business strong is our tight-knit team and our constant drive to learn and grow,” she says. “We are all about giving great service, and that’s led to strong word-of-mouth referrals, which we are very grateful for.
“We are also good at building our personal brand, sharing our wins, and keeping everyone in the loop with what we’re up to. It’s all about teamwork, staying connected and always improving.”
Bell Conveyancing founder Kristy Bell.
THEODORA GIANNOTIS BEH
Legal
Finding her niche as a bespoke conveyancer has been a huge win for Theodora Giannotis, principal solicitor at BEH Legal.
Three years ago, with more than 20 years of experience in planning law and property, Giannotis pivoted her business to focus on heritage conveyancing in Sydney’s historic hotspots like the Inner West.
“I realised there was a gap in the market and people are buying heritage sites but they don’t actually understand what they’re buying and what they can do with it,” she says.
“I do conveyancing with a planning law background specialising in heritage, so I am bringing a very bespoke service into the conveyancing area. I am probably one of the only people that do it.”
Handling up to 150 files a year, Giannotis, 51, guides her clients through the process of buying a heritage
property and, after purchase, continues the service by filing DAs and finding a team that can work within heritage requirements to deliver some “beautiful design”.
Using social platforms, newspaper advertisements, word-of-mouth referrals and glowing Google reviews to onboard clients, she relies on “strong systems” including triConvey and Smokeball to streamline operations.
Currently a solo operator in a “hot market”, Giannotis offers “strong advice and two-hour turnaround contract reviews” and has plans to bring in more staff to help handle her fast-growing business.
Her advice to other conveyancers looking for an edge is to examine ways to differentiate their operations and stand out from the competition.
“It is all about recognising your own niche,” she says. “It’s good to have a point of difference so that you can become a specialist in your area.”
“It is all about recognising your own niche. It’s good to have a point of difference, so that you can become a specialist in your area.”
Theodora Giannotis, BEH Legal
Three ways to improve your business brand on social media
By LEWIS PANTHER
Julissa Shrewsbury’s journey from primary school teacher to sought-after corporate consultant offers key lessons to conveyancers.
The professional services brand consultant specialises in helping individuals and small business owners promote themselves in an everincreasing digital-first world.
“Whenever someone comes across your name or your business, the first thing they do is Google you,” says Shrewsbury, who has advised a cross-section of the Australian business community, from Westpac to accountants.
While she says in-person interaction is always best practice, a springboard like LinkedIn is a must for those small businesses like lawyers.
Changing her career from teaching to setting up and running a commercial photography and brand business helped shape some of the tools and techniques Shrewsbury passes on to clients.
Having returned to university in her late 20s, she had the relevant qualifications and credits in photography and business, but needed to build a completely new portfolio of clients.
“I had been in education my entire working life, so my potential customers, clients, and referral sources were all in a very different space,” she explains.
“My networks and my audiences for the new business were
Build a strong online presence
People Google you to learn more, even if referred. Your online presence is the first impression for many potential clients, so it’s crucial to cultivate a professional image across all platforms. This includes regularly updating a polished LinkedIn profile with recent achievements. A strong online presence can significantly enhance your credibility and visibility, making it easier for clients to trust your expertise.
extremely limited, if not completely non-existent.”
But as the customer base picked up and her clients leaned on Shrewsbury for advice to improve their image, she spent more time helping them form an effective personal brand, and eventually transitioned into consulting.
Many of those she is advising are leaving large corporates to set up their own businesses.
“While a digital presence is essential, it’s not enough to just have a profile online,” Shrewsbury says.
“It’s about making sure your online presence reflects your professional capabilities and the value you bring to the table.”
Shrewsbury’s consulting strategy includes leveraging platforms like LinkedIn to build that robust digital reputation.
“I think we have moved away from seeing LinkedIn as an online CV,” she says.
“It can and should be used to build your network by leveraging your expertise to engage in industry discussions to build up trust that people want to see in those they are doing business with.”
While Shrewsbury does not prescribe a specific time or the amount of resources that should be used to update social media, her tips offer a blueprint for establishing trust and credibility.
Here are her three crucial tips for small business owners looking to establish a strong personal brand:
Communicate value clearly
Your communication plan should reflect your expertise and what you stand for.
This involves more than just occasional posts; it’s about reinforcing your unique skills and experiences. By consistently sharing valuable content, you position yourself as a thought leader. This approach attracts potential clients who will value your expertise.
Leverage your network strategically
Be deliberate about online _ and offline – connections. Networking should focus on building relationships that can lead to opportunities and mutual support. Online, engage with your connections by commenting on their posts, sharing their achievements, or even initiating discussions on relevant topics. Offline, attend industry events, seminars and workshops to meet potential clients and partners. Combining digital and inperson networking efforts amplifies your reach and can significantly enhance your business growth.
Targeting your market with a strong personalised brand
By LEIGH REINHOLD
Setting your conveyancing business apart from your competitors is key to any successful branding strategy, according to marketing industry leader Kat Kelly
“Being clear from a brand strategy point of view including: where you are, where you want to get to, and how you’re going to get there, is critical,” says Kelly, the founder and strategy director of Melbourne-based creative consultancy East of Everything.
“People usually think of a brand as ‘branding’, like a logo or a colour palette. And, yes, that is part of it. But, more importantly, it’s who you are. What you stand for. Your point of view in the market. Our whole philosophy is that great brands are built from the inside out.”
East of Everything’s co-founder and Creative Partner Grant Rutherford.
Kelly says that knowing - and utilising - your competitive edge will differentiate your business from the competition.
“We live in a very commoditised world,” she explains, “and lots of businesses do very similar things and they spend a lot of time talking about all those things that they do and how they work. They forget that, from a customer’s point of view, it all sounds the same. Really, there’s other things they can do to set themselves apart to be different.
“Most of the conveyancing brands we look at will talk about speed and productivity. They talk about efficiency. Which is very functional and that is important but it is just one part of the story.
“They could be talking about how they are trying to move the category forward. How they are trying to raise professional standards in conveyancing by building relationships.”
Kelly says the world of conveyancing is undergoing considerable change and conveyancers should think about “the problems, the changes and the opportunities at a category level and what their role is within that”.
“Technology is changing the way conveyancers do things,” she says. “But from a customer’s view it can bring about a lot of fear about what’s happening. The customer is worried where’s my money going? Do I have all the documents? Do I have all the information?
“So there’s a category conversation that conveyancing brands could start to have. To play back that they actually understand what customers are going through.”
Providing the personal touch, Kelly advises, is also more important than overloading your social media.
“I would have thought that word-of-mouth is more of an important channel to invest in for conveyancers,” she says. “Maybe use social media to talk about something that your team is passionate about, instead of thinking that you should advertise about your services all the time. Even social media experts say you don’t have to post that much, nobody cares about it that much.
“And, when you think about a conveyancing client, they are in the market quickly and then they leave again. So spend time talking to your own customers
now. They are your best place to find insights and information.
“Ask them: How did they find you? Who told them about you? What was it that made them feel good about the process? Was there something missing they would have liked? What would they say about you to somebody else?”
Conceding branding and marketing can be daunting for conveyancers focussed on their core businesses, Kelly says bringing your team together can help share the load.
“Every single person in the company is the brand,” she explains. “The process to think about who you are, what you stand for and why you do it, should be a really motivating, exciting and inspiring thing for a business to come together around.
“It’s a great way to create ownership, no matter the size of your business. Your brand strategy should be there to serve your business strategy. Bring everyone together around you and make it fun. And start with the customers you already have.”
KNOW MORE AND GET STARTED
Kat Kelly & Chrissy Blackburn
Contact details
E: hello@eofe.com.au
Kat Kelly’s three ingredients to creating a branding strategy
• ASK YOURSELF: Why does your business exist? What motivates you? What’s your purpose? (It’s not what you do but why you do it.)
• EXAMINE: How you work. What your values are. What drives your unique ways of working.
• CONSIDER: How do you want to position yourself? What’s the benefit you want to stand for? What’s your competitive stance in the market?
East of Everything’s co-founders, Kat Kelly, Strategy director, and Chrissy Blackburn, Strategy director.
Front and Centre Training Solutions co-founder and director Grazina (Griz) Fechner.
KNOW MORE AND GET STARTED
Grazina (Griz) Fechner
Contact details
E: griz@frontandcentre.com.au
The importance of cultivating connections in conveyancing
By SAM McKEITH
There’s little doubt that success in the Australian conveyancing sector means having the right skills, mindset and team. It’s also about mastering the art of connecting with people.
That’s something communications and behaviour expert Grazina Fechner knows all about.
Sydney’s Fechner, a co-founder and director of professional coaching and training consultancy Front and Centre, says conveyancers are in a special position when it comes to client communication.
“Conveyancing is one of the most significant processes in people’s lives, and conveyancers are not just pushing papers, they are helping families make some of the biggest decisions of their lives,” she tells Australian Conveyancer.
“Clients are trusting you with their hopes and dreams, so building trust and showing empathy is key,” Fechner explains.
“Authentic communication isn’t just about ticking off legal boxes; these moments are loaded with emotion. It’s real, raw and scary, and this is why it’s so important [to make] clients feel heard, supported and reassured during the entire process.”
According to Fechner, effective communication from conveyancers should aim to break down complex concepts so the process is smoother for everyone involved.
She says cultivating this type of connection with clients starts with a smile. “It doesn’t mean a fake clown carnival smile; it means a genuine one from the heart,” she says. “Smiling is not just from your mouth. It’s eye contact, it’s open body language it’s your tone, inflection, articulation, pace and melody in your voice. It must be genuine.”
“Smiling is not just from your mouth, it’s eye contact, it’s open body language it’s you tone, inflection, articulation, pace and melody in your voice.”
Grazina Fechner
Another tip is to enter business interactions with the same authenticity as meeting with a friend. This
W: frontandcentre.com.au >>
CONTINUED FROM PAGE 29
involves really listening and tailoring communication to the client’s needs.
“I always aim to simplify complex terms without being patronising, and I make sure to set expectations early on,” Fechner says.
“Consistency is key, so I use clear milestones and regular check-ins to keep everyone on the same page, and more so to guide them through the process every step of the way, with the message of. ‘I am here for you.’ On staying attuned to clients, Fechner advises keying into how they communicate.
She says while some people are short, direct and straight to the point there’s a wide range of styles.
“Others are warm and fluffy, while others want a huge amount of detail,” she says.
“It’s important to understand how the client you are sitting with or emailing or talking to on the phone likes to be communicated with, and then match their style as much as possible.”
In terms of getting a firm’s message out, social media is a must, the expert says.
For professionals such as conveyancers, LinkedIn is at the top of Fechner’s list.
“LinkedIn is my go-to for professional engagement, where I can connect with clients and peers alike. It’s a great platform for thoughts, leadership, networking and teaching.
“Instagram and TikTok are other favourites because it’s a visual way to share stories, reels, success milestones, and even some fun behind-the-scenes moments that humanise my brand.”
Facebook is less important, Fechner says, although she says it is still “a useful space for connecting with more local or community-focused groups”.
Irrespective of the social channel, consistency is key to reaching and maintaining connections.
“You need to show up regularly to stay relevant,” Fechner says.
Here, part of the challenge is to create content that resonates with the relevant audience, with Fechner urging conveyancers not to be afraid to “inject your personality into your posts”.
“Engagement is a two-way street,” she says. “It’s important to respond to comments, ask questions, and be part of the conversation.”
Grazina’s top tips for better communication
• Create a client journey map: List all the touchpoints you have with clients
• Post on social: Share a client success story or answer a common conveyancing question
• Follow up regularly: Set reminders to check in with clients
• Review your channels: Make sure your communication channels reflect your authentic voice
• Get out and about: Face-to-face is the key to your success. Hit the streets and talk to your clients
How podcasting helps power this high-growth conveyancing firm
By SAM McKEITH
Kiani Mills understands the power of podcasting. The founder of Melbourne-headquartered residential conveyancing firm Imperiale, Mills reaches thousands of listeners weekly via her podcast Success x Happiness.
It showcases inspiring guests to help listeners “achieve success and happiness in our own lives and live our potential”.
Mills, a licensed conveyancer with extensive training in both property law and conveyancing, says podcasting offers a unique way for her to cut through the noise of social media.
“The reality of the world that we live in now, especially with social media [is] while we’ve got access to everybody, it’s becoming harder and harder to have really integral and meaningful conversations with people,” Mills tells Australian Conveyancer.
“There’s not only the superficial world of social media, which is exactly that – superficial – but we’re all so busy. I think we had so much time to sit and rest during that awful four years [of the COVID-19 pandemic], but now we’re all catching up for lost time.”
Via the podcast, Mills gets her firm’s brand across to a vast network of potential clients while also building trust through the relatable and relaxed nature of the audio show.
“It’s been ridiculously inspiring,” says Mills, who has 10 years of industry experience at Imperiale, which specialises in residential conveyancing and developments.
“I was reluctant to do it at the start because of time and energy and things like that,” Mills says.
“But once I started, it became addictive, and it really was that door opener to be able to create those deeper, meaningful conversations that everyone is dying to hear, with those people who have earned the right to discuss those topics”.
A key benefit of podcasting, she says, is that it boosts the creator’s public standing. “In our world, credibility is everything,” Mills says, “and to be able to speak on
“A key benefit of podcasting is that it boosts the maker’s public standing.”
Founder of conveyancing firm Imperiale, Kiani Mills.
platforms with certain business owners, even be able to speak on certain topics that maybe don’t necessarily relate directly back to property, but it all relates back to business and back to life, it’s built my credibility.
“It means that people trust me more, trust me quicker.
“I can build my business through really strategic and direct alliances, as opposed to just throwing things at a wall and hoping something sticks.”
On the technical side of podcasting, Mills urges outsourcing where possible. She says doing everything to get a weekly hour-long show out is usually too much for one person, especially on top of regular business and personal commitments.
“I got a podcast network to manage my podcast, and then I also got a social media team to do the social media posting. It was a cost, but technically, for me it was fantastic.”
For those thinking of starting a podcast, Mills says choosing the right guests is a key challenge.
She says her podcast often logs more than 10,000 listeners per episode, but that number fluctuates depending on the public profile of the guest, and their social media presence.
“It really does depend on picking a guest who is willing to reshare it on their platform, because that’s where the massive reach is,” Mills says.
A mistake in the early days, she concedes, was picking people who she thought would make the podcast a success due to their stature or credibility, but who did not share widely.
“When they didn’t reshare it, and I didn’t have any agreement with them that they had to reshare it, it flopped,” she says.
Hitting on shareable topics also helps boost Mills’ podcast numbers.
“You don’t want to choose a topic that’s got to start and end, because you’ll finish really fast,” she says. “So, if you can, find something that’s super adaptable. Like me: I’m doing business and I’m talking to sexologists.”
Overseas investment
The region of greater Sydney area bound by Campbelltown, Liverpool, Marsden Park, Westmead, Marayong and Kellyville has become something of a golden circle of residential property investment, according to the September sales statistics.
The south-west, west, and north-western suburban corridors have become the places where Sydneysiders are buying and settling.
Meanwhile, Ravensdale and Bateau Bay on the state’s Central Coast, attracted enough buyers in September to put those suburbs high on the sales list. NSW Marsden Park
Residents of which countries invested in the Australian property market for the first time in September 2024.
Topping the charts again last month was 2024’s perennial favourite, Marsden Park, which continued its growth spurt. Its proximity to development infrastructure, transport and entertainment, and its comparative “bang for buck”, has made it a destination for families wanting to enter the Sydney housing market and enjoy the lifestyle.
First-home buyer activity
How many first-home buyers entered the market in September 2024, compared to the same time last year.
The NSW suburbs where the most property was bought in September 2024.
Percentage of all properties sales recorded by triSearch.
The average time a property spends on
Marsden Park
St Marys
Mt Druitt
Hottest suburbs
For residential housing sales in Victoria last month, it was a case of Groundhog Day. Same story line, and the same stars in property terms: The band of spacious suburbs circling the southern capital once again topped the sales chart in September.
Tarneit, Werribee, Croydon, Craigieburn, Berwick, Clyde North, and Point Cook are all between 16 and 40 kilometres out
Hottest suburbs
from Melbourne’s CBD, and all of these suburbs are in the top 10 of home sales. It’s a long-standing pattern; a real estate reality. But the “Groundhog” comparison to the 1990s fantasy romantic comedy about being trapped in a time loop ends with the cute headline.
These sales-leading suburbs are genuinely attractive to buyers because they offer space, security and an easy lifestyle.
The Bureau of Meteorology tells us that the summer on Queensland’s Gold Coast will be nothing short of spectacular. Expect temperatures to hover around mid-to-high 20s and around 27 dry days in November and 26 days without rain in December.
Ideal living perhaps? One would suggest the climate and the amenity makes Surfers Paradise, Australia’s playground, the most
desired place to settle for home buyers and investors.
The sandy suburb topped the residential sales list in September. And its neighbours, Broadbeach, Palm Beach and Southport were not far behind, ranked 3, 6 and 7 respectively.
The Sunshine Coast region up the road a bit, recorded good sales at Caboolture (8) and Noosaville (9).
Werribee
Point Cook
Little River
Building business longevity
The pandemic dramatically shifted Australia’s housing market.
Interest rates were slashed to record lows, the economy was pumped with billions of dollars in stimulus, and firsthome buyer activity surged.
Between the end of March 2020 and February 2022, housing values climbed almost 25 per cent according to CoreLogic.
But fast forward to 2024 and the landscape is dramatically different, with pundits predicting a mild outcome for housing values amid high interest rates and weaker economic conditions.
That’s why in an industry susceptible to the property market’s highs and lows, it’s essential that conveyancing firms have a sustainable plan to weather the storms. These practices can help ensure the growth and longevity of your business.
CHOOSE YOUR BRAND POSITIONING
Brand positioning refers to how your brand presents itself to your target market and how your customers will perceive you. It should cover the who, when, where, why and how of your brand or business. For a conveyancer, this can be centred on your services, price points, overall experience, location and more.
GATHER VALUABLE CUSTOMER FEEDBACK
Using what happy customers have said about you can help bolster your reputation and win you new clients. Gathering this valuable customer feedback provides you with genuine content to use in your marketing to potential clients. There are many ways to use content to promote your practice, but consumers will likely find what other consumers have said the most valuable.
ESTABLISH STRONG RELATIONSHIPS WITH YOUR AGENTS
Establishing strong relationships with stakeholders is important because it can help grow your business. Stakeholders can include real estate agents, industry colleagues, member organisations and partners involved in your workflow, like software providers. Fostering positive interactions helps build your organisation’s reputation. And a good reputation works in your favour, by potentially helping you win new business.
EMBRACE PAPERLESS CONVEYANCING
The concept of the paperless office emerged decades ago, yet the average workplace still relies on paper with each employee averaging a staggering 10,000 sheets per year. But chances are there’s a digital solution wherever you’re using paper in your office. Embracing this change cuts time and wasted resources.