How to Turn Customers Into Raving Fans — Live from the Kerfuffle Conference

Recorded live on stage at the Kerfuffle Conference at the ICC in Newport — where Toby had the unusual honour of warming up for Alastair Campbell — this episode reveals why the most powerful marketing channel isn't the one you're paying for. It's word of mouth. Drawing on a behavioural psychology principle called the peak-end rule (and a research study involving a colonoscopy, of all things), Toby sets out a three-step roadmap for estate agents: fix the worst moment, elevate the best moment, and nail the ending. Get those three right, and your customers won't just leave happy — they'll become walking, talking billboards for your business. 🏆 Tickets are now available for the first-ever Personal Estate Agency Awards!Join us on 22nd October 2026 in Birmingham as we celebrate the very best personal estate agents, brokerage businesses and brokerage teams from across the UK.Book your tickets here: https://www.personalestateagencyawards.co.uk/ 📚Want a free copy of the ‘Your First £100,000 Estate Agency’ book?✅ DM me the word “BOOK” on Instagram https://www.instagram.com/estateagent.consultancy/ and I’ll send it straight over.📥 Want FREE materials to help get you your next instruction? Head to: https://www.estateagentconsultancy.com/freeintro💻 Want to launch or scale your own estate agency business?Book a free discovery call here: https://theestateagentconsultancy.as.me/sixty-consultation🎓 To access to our ‘Your First £100,000 Estate Agency’ video course. Head over to: https://www.estateagentconsultancy.com/your-first-100000-digital-course📅 Want to join our next free webinar?Get added to the VIP list to find out first: https://www.estateagentconsultancy.com/webinarAny questions? Just email: [email protected] or visit us at https://www.estateagentconsultancy.com