Leading Change in Real Estate: Turning Challenges into Opportunities

Adrian Knowles, CEO, Harcourts Australia knows that change is never easy, especially in an industry as established and traditional as real estate. But the truth is, real estate is evolving rapidly, and staying stagnant simply isn’t an option anymore.

"Change is nothing new. It’s nature’s way of moving forward," wrote Marcus Aurelius nearly two millennia ago. While he likely wasn’t referencing property regulations or CRM systems, his wisdom resonates deeply within today’s real estate industry.

Change is unavoidable. Whether it’s the adoption of digital tools, navigating economic volatility, or adapting to shifting consumer preferences, real estate professionals find themselves in a constant state of evolution.

Yet, in my experience as CEO of Harcourts Australia, resisting change costs far more than adapting to it.

The good news? With challenge comes opportunity.

Here are the principles I’ve seen transform resistance into resilience and setbacks into success when leading through change.

1. People First, Always

Resistance to change is a natural human response. Change brings uncertainty and disrupts comfort zones, igniting fear of the unknown.

For example, introducing CRMs in real estate often worries seasoned agents who’ve thrived on personal connections. The solution?

Start with empathy. Listen carefully to concerns and address each fear thoughtfully. Show how technology enhances their strengths rather than threatening them.

Real-world reflection: The sceptics on your team may surprise you by becoming the loudest advocates for change—but only if they feel heard first.

2. Communicate the “Why”

When people understand the purpose behind a transformation, they’re more likely to get on board. Clearly articulate the benefits and provide relatable examples that speak to team members' goals.

At Harcourts, we prioritise transparent communication during change initiatives. We share measurable successes, like how CRM tools improve follow-up efficiency, allowing agents to strengthen—not replace—their client relationships.

Don’t skip the tough conversations. People trust honesty, even when the news isn’t perfect.

3. Support Through Action

Successful adoption of change doesn’t happen by accident. It requires consistent support across the organisation. At Harcourts, we focus on three key strategies to support employees through transitions:

• Hands-on Training tailored to various learning styles—for instance, live workshops instead of PDFs.

• “Change Champions” to lead by example and build confidence within their teams.

• Celebrating Milestones, no matter how small, to keep morale high and progress visible.

The goal isn’t just implementation; it’s embedding confidence and capability at every step.

4. Balance Transition and Productivity

One of the toughest challenges in real estate is juggling the demands of client-facing service while implementing internal transformation.

We’ve found phased rollouts to be incredibly effective. Starting small with focused pilot groups minimizes disruption, builds momentum, and demonstrates results to the broader team, all while keeping daily workflow intact.

Inspired by Opportunity

Marcus Aurelius observed, "Loss is nothing else but change, and change is Nature’s delight." His words offer a powerful perspective for today’s business leaders. Change, while daunting, creates space for something better to emerge.

At Harcourts, every adoption of technology and every adjustment to strategy ties back to one goal: growing a team that feels equipped to deliver world-class service and drive long-term impact.

Real leadership during change isn’t ticking boxes on an innovation plan; it’s shaping opportunity amidst the unknown.

If you’re steering your organisation through change in the dynamic real estate market, I’d welcome a conversation.

Together, we can explore how to adapt with purpose, lead with empathy, and seize the opportunities that come with transformation.