The Truth About Low Fees, High Service and What Consumers Deserve

In the third and final part of her No More Waffle series, Jackie Quinn, owner of Jackie Quinn Estates & Lettings in Surrey, and Regional Executive for Propertymark, joins Ben Madden to talk about transparency, trust and value in estate agency. Jackie argues that consumers still don’t understand what agents actually do, and that better communication, clearer education and more honest conversations are the key to fixing the industry’s reputation. From how her team manages clien WhatsApp groups to why she believes face-to-face contact still matters, this episode lifts the lid on how great service really works.The discussion digs into the commercial realities too: why so many agents race to the bottom on fees, how that impactsservice standards, and what needs to change if the industry wants to rebuild consumer confidence. Ben and Jackie explore whether the public simply “gets theagent it deserves”, why the best agents must learn to justify their value, and how professionalism, regulation and transparency could finally shiftperceptions. Straight-talking, practical and packed with experience, this episode is a blueprint for doing estate agency properly.