0:00:02 > 0:00:06Selling houses is not easy. You're dealing with the most expensive thing people ever buy.
0:00:06 > 0:00:08There are more of them than ever before.
0:00:08 > 0:00:11A square foot can be worth £3,000.
0:00:11 > 0:00:14Many of us say they are our least favourite professionals.
0:00:14 > 0:00:17The customer's always right, aren't they? No!
0:00:17 > 0:00:20Yet we turn to them at some of life's most stressful moments.
0:00:20 > 0:00:23I can't control it, you can't control it.
0:00:23 > 0:00:25Yes, we're off!
0:00:25 > 0:00:27They are the estate agents.
0:00:27 > 0:00:30You'd get a better response if you say you're a mass murderer.
0:00:30 > 0:00:32What inane comments do you want to make now, Alan?
0:00:32 > 0:00:34HE LAUGHS
0:00:34 > 0:00:39This series goes behind closed doors across the UK, with the agents...
0:00:39 > 0:00:41It needs everything doing to it.
0:00:41 > 0:00:43..and their clients.
0:00:43 > 0:00:45We're moving!
0:00:45 > 0:00:49Gary takes us to the streets of London's super-rich.
0:00:49 > 0:00:52My firm has recently sold four houses of, let's say,
0:00:52 > 0:00:54£40 million to £60 million.
0:00:54 > 0:00:57It's knock-down prices with Lynne in County Durham.
0:00:57 > 0:01:01It went to auction with a starting bid of £1.
0:01:01 > 0:01:04There's straight-talking Dave in Birmingham.
0:01:04 > 0:01:05So when I tell you you're not getting it,
0:01:05 > 0:01:08don't come crying back to me saying "I'd have gone another 500 quid."
0:01:08 > 0:01:11Rookie Lewis in Devon.
0:01:11 > 0:01:13These surveyors are dangerous, dangerous people.
0:01:13 > 0:01:16And in London's cheapest borough - Dagenham...
0:01:16 > 0:01:17Please stop shouting!
0:01:17 > 0:01:20..Caroline, Andy and Darren.
0:01:20 > 0:01:24They had a bonfire in the front room here. This is ridiculous.
0:01:25 > 0:01:28With unique access we'll learn the tricks of the trade.
0:01:28 > 0:01:31As an estate agent I could class it as a wet room.
0:01:31 > 0:01:36And find out what's really going on in the UK's crazy property market.
0:01:36 > 0:01:38I'm rather hoping that bankers might have
0:01:38 > 0:01:41taken our place at the bottom of the pile by now.
0:01:41 > 0:01:45Welcome to estate agency. HE HOWLS
0:01:56 > 0:02:01Exeter, a picturesque university city near the Devon coast,
0:02:01 > 0:02:05home to some of the UK's most desirable properties.
0:02:05 > 0:02:08And fertile hunting ground for estate agent
0:02:08 > 0:02:11and country music fan Lewis Rossiter.
0:02:14 > 0:02:18# Don't my baby look good in them blue jeans?
0:02:18 > 0:02:21# Tight on the top with a belly button ring. #
0:02:21 > 0:02:23Lewis's patch, Exeter St Thomas,
0:02:23 > 0:02:26is full of highly sought after Victorian property.
0:02:28 > 0:02:34At under £200,000, typical terraced houses are being snapped up.
0:02:34 > 0:02:37What goes like hot cakes in St Thomas, in particular,
0:02:37 > 0:02:39are the Victorian terraces because they're just
0:02:39 > 0:02:41so popular in the sense of the most period features.
0:02:41 > 0:02:45People love the wooden floors, the fireplaces, but at the same time,
0:02:45 > 0:02:48you know, you can mount a 47-inch television on the wall.
0:02:51 > 0:02:55Rachel, hi, it's Lewis. We've just had the deposit cleared to the bottom of the chain.
0:02:55 > 0:02:59In just two years, branch manager Lewis has gone from novice
0:02:59 > 0:03:02estate agent to big fish in the Exeter property scene.
0:03:02 > 0:03:04Speak to you later, bye.
0:03:04 > 0:03:11On his staff are sales negotiators Sally and former hairdresser, Kate.
0:03:11 > 0:03:14I left a message to say, "WTF - what is going on?"
0:03:14 > 0:03:17- WTF?- Yeah.
0:03:17 > 0:03:20I think people walk past here when I'm doing this, and actually
0:03:20 > 0:03:23it's business, but sometimes I think people walk past and think...
0:03:23 > 0:03:26- All we do is text.- All we do is text.- I know, I always think that.
0:03:26 > 0:03:29- Although, Kate, with you I think you are.- Sometimes.
0:03:29 > 0:03:31What? Disciplinary.
0:03:31 > 0:03:35Lewis would probably say I'm, you know, close to disciplinary
0:03:35 > 0:03:38and maybe looking to get fired, because he says that. He just,
0:03:38 > 0:03:41he likes to say that, he likes to feel that he's the boss.
0:03:41 > 0:03:43They're out of control, you can't discipline them.
0:03:43 > 0:03:47They're free spirits, so I let them do what they want.
0:03:47 > 0:03:48Master of his patch,
0:03:48 > 0:03:52local lad Lewis thinks he has the edge as an estate agent.
0:03:52 > 0:03:56I live in this area so I'm able to relate.
0:03:56 > 0:04:01People remember you and I think to buyers as well, it gives them confidence.
0:04:01 > 0:04:03If they agent's telling me how great the area is
0:04:03 > 0:04:05and he doesn't live here, you know,
0:04:05 > 0:04:08he's not preaching what he...preaches.
0:04:08 > 0:04:12Today, Lewis is at his latest instruction,
0:04:12 > 0:04:17a three-bed terraced house, priced at just under £170,000.
0:04:17 > 0:04:19- Hello.- Hiya!
0:04:19 > 0:04:22Right, let's get the really boring paperwork out the way,
0:04:22 > 0:04:25because it's my least favourite thing.
0:04:25 > 0:04:28I think one of my skills is being able to relate to people in different walks of life.
0:04:28 > 0:04:32- What did you want, driving licence? - Yeah, driving licence will be cool.
0:04:32 > 0:04:34Something with your address on.
0:04:34 > 0:04:36We have to do this just to make sure you guys aren't
0:04:36 > 0:04:37running a drug cartel.
0:04:37 > 0:04:40You don't need, you know, years and years and years of experience.
0:04:40 > 0:04:42Well, that I'll tell you about after.
0:04:42 > 0:04:44People buy from people they like, full stop.
0:04:44 > 0:04:48- And in terms of price and everything, happy to go in at 169,950.- Yes.
0:04:48 > 0:04:50Yeah, that's the plan.
0:04:50 > 0:04:53We're moving because, obviously, we've had a third child,
0:04:53 > 0:04:55so we're having to think about more bedroom space,
0:04:55 > 0:04:57which I crave more than anything.
0:04:57 > 0:05:00With an ever-growing family, vendor Naomi
0:05:00 > 0:05:03has her eye on a four-bed new build,
0:05:03 > 0:05:08and she's hoping Lewis will calm her nerves and sell her place fast.
0:05:08 > 0:05:11You're always afraid of estate agents not being honest.
0:05:13 > 0:05:14Crikey.
0:05:14 > 0:05:17You're also nervous thinking that you're hoping somebody will
0:05:17 > 0:05:20like your house enough to buy it, so fingers crossed he'll sell it.
0:05:20 > 0:05:22I wouldn't mind access to that shed.
0:05:22 > 0:05:24That has got man cave written all over it.
0:05:24 > 0:05:26There's definitely an underlying feeling from
0:05:26 > 0:05:29some people that estate agents aren't necessary.
0:05:29 > 0:05:30- Bathroom, a couple of shots.- OK.
0:05:30 > 0:05:34- You can see the shower. - That looks a nice one.
0:05:34 > 0:05:36The way I see it, we market a property, get interest,
0:05:36 > 0:05:38find a suitable buyer.
0:05:38 > 0:05:41- There we go.- Yeah. - So that gives you an idea.- OK.
0:05:41 > 0:05:44- All right.- Thanks, Lewis. - I'll see you later.
0:05:44 > 0:05:49I've been involved in sales that, had I not been immersed in the sale,
0:05:49 > 0:05:52it would have fallen through and people would have lost money.
0:05:56 > 0:05:59Lewis is but a novice in the estate agency game
0:05:59 > 0:06:04compared to veteran Dave Simms in Birmingham.
0:06:04 > 0:06:07I'm 48. I'm born and bred Hodge Hill.
0:06:07 > 0:06:08Used to be a paperboy, in fact,
0:06:08 > 0:06:12on this street as a knobbly-kneed 13-year-old.
0:06:12 > 0:06:15Having served the streets of Brum for over 30 years,
0:06:15 > 0:06:18Dave has witnessed a dramatic transformation.
0:06:18 > 0:06:23I see an area that has changed more in the last ten years
0:06:23 > 0:06:25than any other part of Birmingham.
0:06:25 > 0:06:27With building work off the scale,
0:06:27 > 0:06:29the houses in Hodge Hill are getting bigger and bigger.
0:06:29 > 0:06:33David Attenborough will be doing his next series actually from Hodge Hill
0:06:33 > 0:06:38about how the skip breeds, because every day there are more skips.
0:06:38 > 0:06:41Britain's second city gives you more bang for your buck.
0:06:41 > 0:06:42At half the national average,
0:06:42 > 0:06:45a three-bed semi here goes for £160,000.
0:06:47 > 0:06:51Hodge Hill is a residential area increasingly popular with the local
0:06:51 > 0:06:56Pakistani community, and they make up the majority of Dave's clients.
0:06:56 > 0:06:57And keen to modernise,
0:06:57 > 0:07:01families are moving in and calling out the builders.
0:07:01 > 0:07:04Houses in Hodge Hill are very appealing.
0:07:04 > 0:07:06They're the right type of accommodation,
0:07:06 > 0:07:09they have the right number of rooms and, most importantly,
0:07:09 > 0:07:11they have the ability to extend.
0:07:11 > 0:07:16And after Dubai, Hodge Hill is the building capital of the world.
0:07:16 > 0:07:18Right, let's measure up.
0:07:18 > 0:07:20In the middle of his area is Dave's latest instruction
0:07:20 > 0:07:24on Beaufort Avenue, and it's ripe for redevelopment.
0:07:25 > 0:07:28Two receptions, four bedrooms, a loft extension
0:07:28 > 0:07:31and spacious garden,
0:07:31 > 0:07:35all for £172,950.
0:07:35 > 0:07:40What we've got here is how loft conversions were 30 years ago.
0:07:40 > 0:07:43You built within the confines of the loft,
0:07:43 > 0:07:46put a little Velux in to give a little bit of light.
0:07:46 > 0:07:47Hold that thought till we get outside.
0:07:49 > 0:07:54The 1975 loft conversion, the 2013 loft conversion.
0:07:54 > 0:07:56They just put another floor on a house.
0:07:56 > 0:07:59The houses are completely different to what they were 20 years ago.
0:07:59 > 0:08:01Semidetached houses are becoming terraced houses
0:08:01 > 0:08:04because the purchasers extend right up to each other,
0:08:04 > 0:08:08so now there isn't a gap between the semis. It's bang smack there.
0:08:08 > 0:08:10We're all going back to all-terraced housing again.
0:08:11 > 0:08:16The houses may be growing, but not everyone loves living here.
0:08:16 > 0:08:19Owners Peter and Mary Edgecox have had enough
0:08:19 > 0:08:22and are selling up after 32 years.
0:08:22 > 0:08:25Too much building work going round the area. Dusty, dirty.
0:08:25 > 0:08:29Dirty, noisy. You just call it Skip City.
0:08:29 > 0:08:31There's been as many as six up to last week,
0:08:31 > 0:08:33there were six skips in the road.
0:08:33 > 0:08:36I'll be sad to go to leave my house, not the area.
0:08:36 > 0:08:40Despite the rise of online property websites,
0:08:40 > 0:08:45when it comes to shifting houses, Dave prefers to go old school.
0:08:45 > 0:08:47Do you think that piece of paper sells it?
0:08:47 > 0:08:50The thing we're emphasising here is reduced.
0:08:50 > 0:08:52That number catches the eye and the price.
0:08:52 > 0:08:54You don't have to do night-school English literature to write
0:08:54 > 0:08:57a set of sales particulars or to do a window card.
0:08:57 > 0:08:58Especially around here,
0:08:58 > 0:09:03how many different languages get spoken outside that front door?
0:09:03 > 0:09:05Everybody speaks photograph.
0:09:11 > 0:09:15People with half a billion to splash don't expect to peer into
0:09:15 > 0:09:17estate agent's windows.
0:09:17 > 0:09:19What's good for the goose is good for the gander.
0:09:19 > 0:09:23- I would confirm the agreement in the first paragraph of the letter.- No.
0:09:23 > 0:09:27David, you cannot take back... David...
0:09:27 > 0:09:31In central London, elite buyers can afford some of the most
0:09:31 > 0:09:34expensive properties in the world.
0:09:34 > 0:09:36Circa 40,000 sq ft. OK?
0:09:36 > 0:09:40And it's estate agent Gary Hersham's job to give it to them.
0:09:40 > 0:09:43I regularly deal with high net worth individuals, somebody who's
0:09:43 > 0:09:47capable many times over of buying the property he wants to buy.
0:09:47 > 0:09:50If somebody wants to buy a £20 million property, you have to
0:09:50 > 0:09:52assume he's worth half a billion pounds.
0:09:54 > 0:09:58Marketing properties to the super-rich means Gary spends
0:09:58 > 0:10:00most of his day glued to the phone.
0:10:03 > 0:10:07Today, a sales rep is hoping to persuade Gary to consider
0:10:07 > 0:10:11an alternative method - virtual home tours.
0:10:11 > 0:10:13But he's struggling to hook him in.
0:10:13 > 0:10:17So, say we've got a client and their requirement is...
0:10:17 > 0:10:18- Shall I wait?- No, carry on.
0:10:18 > 0:10:22So the client can walk around as if they are actually there.
0:10:22 > 0:10:26So this is something we did for Jackson-Stops,
0:10:26 > 0:10:28Frank Harris. This is near Bankside.
0:10:33 > 0:10:37Attention to detail is my strong point and my weak point.
0:10:37 > 0:10:41I understand that. So it's a three dimensional proper video of flats.
0:10:41 > 0:10:45- So the annual charge works out about £4,000 a year... - PHONE RINGS
0:10:45 > 0:10:48..and that's to run the media on your website.
0:10:48 > 0:10:50I'll phone you back in five minutes.
0:10:51 > 0:10:53- You get- e-mail... One second,
0:10:53 > 0:10:57plain English, plain English. Your top level is 550 quid.
0:10:57 > 0:11:01- So I've got 30,000 square foot house, 550 quid?- No.
0:11:01 > 0:11:04I'm not interested in anything unless I understand the figures correctly.
0:11:04 > 0:11:07I'm not entering into any open ended contract.
0:11:07 > 0:11:11- I need to understand clearly what your costs are.- Variable.
0:11:11 > 0:11:13I want a flat rate.
0:11:13 > 0:11:15'If I'm honest, I'm very demanding.'
0:11:15 > 0:11:19I don't know how to deal with people in an ordinary way.
0:11:20 > 0:11:21Goodbye.
0:11:23 > 0:11:24Goodbye.
0:11:29 > 0:11:34From the hustle of central London, to the serenity of rural Scotland,
0:11:34 > 0:11:39scenery to take your breath away, and property prices to match.
0:11:39 > 0:11:41This is semirural, new build.
0:11:41 > 0:11:45For less than a one-bed flat in Mayfair,
0:11:45 > 0:11:49a brand-new four-bed costs around £350,000.
0:11:49 > 0:11:53On a nice day, when the sun's shining, it's a very light house.
0:11:57 > 0:12:01Through here we have the living room.
0:12:01 > 0:12:04Alternatively, there's a three-bed cottage with land for around the same price.
0:12:04 > 0:12:09The kitchen's got an Aga, which is everybody's dream these days.
0:12:09 > 0:12:14And the window has a bonny view, to the hills, to the Sidlaw Hills.
0:12:14 > 0:12:16But since the downturn in 2008,
0:12:16 > 0:12:19selling these houses has been tricky,
0:12:19 > 0:12:21says estate agent Archie Melville.
0:12:21 > 0:12:24There's no doubt that the market is very difficult compared to
0:12:24 > 0:12:25how it used to be.
0:12:25 > 0:12:30In the old days we would know the properties that would sell well,
0:12:30 > 0:12:31now there's no guarantee.
0:12:31 > 0:12:36It tends to take twice the effort and maybe twice the amount of time.
0:12:39 > 0:12:42Serving the area of Perth for the last seven years,
0:12:42 > 0:12:45Archie is as refined as his surroundings.
0:12:45 > 0:12:49It's got a nice big bay window and it's got views out on to
0:12:49 > 0:12:52the river, but sadly today it's raining a bit,
0:12:52 > 0:12:54so it's not quite so nice.
0:12:54 > 0:12:56Anyway, this is where Sue and I work.
0:12:56 > 0:12:58Sue's sat there and I'm over there.
0:12:58 > 0:13:01And we've had a clean up especially for you.
0:13:05 > 0:13:09'Most people seem to have a very poor view of estate agents,'
0:13:09 > 0:13:12and they probably call us dishonest, I should think.
0:13:12 > 0:13:14But I'm rather hoping that bankers might have
0:13:14 > 0:13:17taken our place at the bottom of the pile by now.
0:13:19 > 0:13:22Life behind the wheel comes with the territory for most
0:13:22 > 0:13:26estate agents, but since his patch covers four counties,
0:13:26 > 0:13:28Archie clocks up more miles than most.
0:13:28 > 0:13:31Being with a rural agency I want to deal with rural properties
0:13:31 > 0:13:34and I'm very happy travelling distances to go and see them,
0:13:34 > 0:13:36and that's part of the joy of it.
0:13:36 > 0:13:41The privacy, the views, the brief moments of solitude,
0:13:41 > 0:13:43I'm that sort of person.
0:13:43 > 0:13:45On Archie's books today,
0:13:45 > 0:13:50a four-bedroom loch-side home with stunning views.
0:13:50 > 0:13:53The unusual aspect is an elevated position up here,
0:13:53 > 0:13:55looking up Loch Tummel.
0:13:55 > 0:13:59But getting interested buyers out to the middle of nowhere can be tricky.
0:13:59 > 0:14:02The house here is a detached modern house,
0:14:02 > 0:14:06and it's on the market for 465.
0:14:06 > 0:14:08It's been on the market for about two months.
0:14:08 > 0:14:10So we're in the sitting room here.
0:14:10 > 0:14:12Double doors with those wonderful views down to the loch.
0:14:12 > 0:14:18And we've got a large open fire, and it's really open plan here between
0:14:18 > 0:14:23the sitting room, dining area, office and study around the corner.
0:14:23 > 0:14:25And we've got the kitchen here,
0:14:25 > 0:14:28a nice utility room and larder off it here.
0:14:28 > 0:14:31And that majestic view from the sink. What more could you want?
0:14:31 > 0:14:34Retired couple Liz and Michael Marsden
0:14:34 > 0:14:37had this house built ten years ago.
0:14:37 > 0:14:40- What are we going to do? - Scones.- Scones.
0:14:40 > 0:14:46We came up from Sussex, really, for a different style of life
0:14:46 > 0:14:47and just a complete change.
0:14:47 > 0:14:50And then Simon, our son, sadly died
0:14:50 > 0:14:56and we wanted a project to really try and focus on something.
0:14:56 > 0:15:00And we thought because we had this little bit of land
0:15:00 > 0:15:03that we would build a house.
0:15:03 > 0:15:05Sadly, it's a little too much for us to run now,
0:15:05 > 0:15:08and we'd like to live nearer the family.
0:15:08 > 0:15:11Spring signals the busy period for Archie.
0:15:11 > 0:15:14Selling the Marsdens' home while the sun shines is vital.
0:15:14 > 0:15:18Once winter draws in, the rural Scottish property business freezes.
0:15:18 > 0:15:22We really need to be drawing people in at a time of year
0:15:22 > 0:15:25that's good for viewing, and there's no simple solution.
0:15:25 > 0:15:28What we will do is we will just persevere, because I think with
0:15:28 > 0:15:32properties in this market if you persevere you get there in the end.
0:15:32 > 0:15:35People will pop up, you'll get the odd viewing
0:15:35 > 0:15:36and we'll get lucky at some stage.
0:15:36 > 0:15:40What we want is somebody who just sees that
0:15:40 > 0:15:42and thinks they can't live anywhere else.
0:15:42 > 0:15:44And if we'd had 15 viewers by now,
0:15:44 > 0:15:46I'm sure we would have had one of those.
0:15:48 > 0:15:51Relying on luck to sell a house isn't all that matters.
0:15:51 > 0:15:53Nice and light.
0:15:53 > 0:15:55Having the gift of the gab is also crucial.
0:15:55 > 0:15:58That's what's so great about these properties - the sizes.
0:15:58 > 0:16:01In Exeter, Lewis has his patter down to a T.
0:16:01 > 0:16:03This is really cool what they did.
0:16:03 > 0:16:06Master bedroom. Cast-iron fireplaces.
0:16:06 > 0:16:09She's not going to make her money back, because she's over-spent.
0:16:09 > 0:16:14You don't just want to tie up with the first person who comes along, we want the best person.
0:16:14 > 0:16:17I mean obviously we want to go away and have a...
0:16:17 > 0:16:19Yeah. Guys, you'll get zero pressure from me.
0:16:19 > 0:16:23Houses get the best price when there's more than one buyer.
0:16:23 > 0:16:25You guys are viewing number... only three at the moment.
0:16:25 > 0:16:28'And what's good from an estate agent point of view'
0:16:28 > 0:16:31and for the vendor is that as one leaves they see another one
0:16:31 > 0:16:34come forward, so it shows they're not the only ones.
0:16:34 > 0:16:38She's opened this up, so this was actually blocked up two years ago.
0:16:38 > 0:16:40It's definitely opened it up!
0:16:42 > 0:16:45In the cut-throat property market...
0:16:45 > 0:16:47When would you like to view?
0:16:47 > 0:16:49..Lewis has to keep on his toes.
0:16:49 > 0:16:52I might be able to squeeze in 5.30.
0:16:52 > 0:16:55- Why does he stand up?- Because he feels that it gives him more energy.
0:16:55 > 0:17:00He once said he was going to take our chairs away.
0:17:00 > 0:17:03So it's half past five today. Speak to you soon, bye.
0:17:03 > 0:17:06- That's why you stand up, isn't it, Lewis?- What?
0:17:06 > 0:17:08Because you feel it gives you better energy.
0:17:08 > 0:17:11Yeah, you're more articulate on the phone as well.
0:17:11 > 0:17:14I tell you all the time, you don't do it.
0:17:14 > 0:17:16You need to be like this.
0:17:18 > 0:17:20- I like my chair, though. - Yeah, well...
0:17:21 > 0:17:24If I came in and my chair was gone...
0:17:26 > 0:17:27Do you want to come on in, guys?
0:17:27 > 0:17:31At £169,950,
0:17:31 > 0:17:34the three-bed on Redvers Road is proving popular with the punters.
0:17:34 > 0:17:36- Lots of space out here.- So I see.
0:17:36 > 0:17:40And negotiator Kate is in charge of viewings.
0:17:40 > 0:17:42Awkward when you're waiting for people sometimes,
0:17:42 > 0:17:45because so many times I've approached people,
0:17:45 > 0:17:47"Hello," and it's not them.
0:17:48 > 0:17:53One interested party is widow and grandmother, Teresa Mears.
0:17:53 > 0:17:56Well, basically, I want to downsize.
0:17:56 > 0:17:58Unfortunately, I lost my husband this year,
0:17:58 > 0:18:01but originally we were going to do it a couple of years ago anyway.
0:18:01 > 0:18:04Look at the size of that fridge freezer. Mine would look lost there.
0:18:04 > 0:18:08My husband would be kicking me up the backside and saying to get on with it.
0:18:08 > 0:18:10Do you want to go out there and have a look?
0:18:10 > 0:18:14- They're on about me having a hot-tub again now.- I said that.
0:18:14 > 0:18:17That was my first reaction when Jess said the out-house is big,
0:18:17 > 0:18:19I was thinking potential hot-tub area.
0:18:19 > 0:18:23With estate agency you are dealing with human beings.
0:18:23 > 0:18:28Sometimes you're seeing them in huge stressful periods of their lives,
0:18:28 > 0:18:32it could be a divorce, they could have lost a partner.
0:18:32 > 0:18:33It's a number of things.
0:18:33 > 0:18:35Bye.
0:18:35 > 0:18:39'Property isn't just bricks and mortar, it's people's lives,'
0:18:39 > 0:18:40it can be quite emotional.
0:18:40 > 0:18:43But Mrs Mears's fresh start won't be at Redvers Road
0:18:43 > 0:18:47unless she matches Lewis's valuation of the property.
0:18:47 > 0:18:49Are you going to go and get Ellie?
0:18:49 > 0:18:53They really liked it. She has come in with an offer today which is really low.
0:18:53 > 0:18:55We've got viewings already lined up for it.
0:18:55 > 0:18:57We've got the power, we want what we want for it,
0:18:57 > 0:19:00we want the asking price for it.
0:19:00 > 0:19:03Wheee! Yes, darling, are you all right?
0:19:03 > 0:19:05You can't lie down for buyers.
0:19:05 > 0:19:08It's a game of poker, it's who gives in first, ultimately.
0:19:08 > 0:19:11One thing that I always say is that we'll fight to
0:19:11 > 0:19:13get the best deal for the vendor - that's our client.
0:19:13 > 0:19:15And sometimes you hold out for what it's worth
0:19:15 > 0:19:18rather than go with the first person that comes along.
0:19:18 > 0:19:22Across the UK, 66,000 people a month are now getting mortgages,
0:19:22 > 0:19:27more than at any time since the financial crash.
0:19:27 > 0:19:29Only just come on sale, first viewing.
0:19:29 > 0:19:33Good news for the buyers, and even better news for the agents,
0:19:33 > 0:19:36especially when the fees start coming in.
0:19:36 > 0:19:38The competition for fees is fierce.
0:19:38 > 0:19:42On average, our minimum fee is £2,000 plus VAT.
0:19:42 > 0:19:44You don't get rich out of estate agency.
0:19:44 > 0:19:47Well, you certainly don't on the east side of Birmingham.
0:19:47 > 0:19:50And on Beaufort Avenue, Dave's instruction has attracted
0:19:50 > 0:19:51a lot of interest.
0:19:51 > 0:19:55So just mooch and wander. Any questions just let us know.
0:19:56 > 0:19:59You know the extension, it's quite up, isn't it?
0:19:59 > 0:20:01Well, you'll see that downstairs.
0:20:01 > 0:20:04But this is a 1970s version of a loft conversion.
0:20:04 > 0:20:06OK, yeah.
0:20:06 > 0:20:09The extension might not be keeping up with the neighbours,
0:20:09 > 0:20:12but first viewer Hussain Siddique seems keen.
0:20:14 > 0:20:17This one just catches the eye.
0:20:17 > 0:20:19It's like everything, you have ten houses you can't sell,
0:20:19 > 0:20:21then you have one house that six people want to buy.
0:20:21 > 0:20:24I thought money could buy you everything.
0:20:24 > 0:20:27Yeah, yeah, money doesn't buy you everything.
0:20:27 > 0:20:30'Our frustration is, you like a property'
0:20:30 > 0:20:33and then someone else is quite keen on that property as well,
0:20:33 > 0:20:36and even if you were to offer the asking price, they would
0:20:36 > 0:20:39increase the asking price because they've had so much interest.
0:20:39 > 0:20:41Take care. See you, girls.
0:20:41 > 0:20:43- Bye-bye.- Bye.
0:20:43 > 0:20:45The best chance you've got of selling your house
0:20:45 > 0:20:47is the first four weeks it's up for sale.
0:20:47 > 0:20:50If your wife wants a dress in M&S, she doesn't wait
0:20:50 > 0:20:53for the sales lady at Marks to ring her and say they've got lovely dress.
0:20:53 > 0:20:57Your wife goes in and grabs the dress and she buys it, doesn't she?
0:20:57 > 0:20:59Exactly the same thing there.
0:20:59 > 0:21:01- Dave Simms. Are you OK? - I've got an appointment.
0:21:01 > 0:21:05- Are you the half past or the quarter to?- The quarter to.
0:21:05 > 0:21:08The final viewing of the day, Dilwar Hussain.
0:21:08 > 0:21:10- Have a wander, have a mooch. - Cheers.
0:21:10 > 0:21:13So this is where the extensions are, obviously.
0:21:13 > 0:21:15OK, sure. Sure.
0:21:15 > 0:21:17Are you into your cars?
0:21:17 > 0:21:21If cars are your thing then you've got the working piece, haven't you?
0:21:21 > 0:21:25Electrics. Somewhere to hide from the wife.
0:21:25 > 0:21:28Always a good thing, I think.
0:21:28 > 0:21:32- Yeah, cos I keep her in the cellar at the moment.- Exactly, exactly.
0:21:32 > 0:21:34Sky dish, snooker table, happy days, isn't it,
0:21:34 > 0:21:37Are you into gardening?
0:21:37 > 0:21:38No.
0:21:43 > 0:21:46'It's not first come, first served. It's who's in the best position.'
0:21:49 > 0:21:50Nothing. No.
0:21:50 > 0:21:54We want a genuine buyer to buy the house who's going to give us
0:21:54 > 0:21:57no hassle, it's just going to be a straightforward transaction.
0:21:57 > 0:21:59Yeah. Help yourself.
0:21:59 > 0:22:02I think he's serious. I think he's a serious chap.
0:22:02 > 0:22:05- There's a bit of work.- Downstairs is ahead of upstairs, isn't it?
0:22:05 > 0:22:08All the doors need to go for sure.
0:22:08 > 0:22:11Electrics need to be updated.
0:22:11 > 0:22:15Did you notice the first stages of negotiation there?
0:22:15 > 0:22:20Which was radiators need changing,
0:22:20 > 0:22:23this needs changing, that needs changing.
0:22:23 > 0:22:25That's how purchasers in general will try
0:22:25 > 0:22:29and sow the seeds for putting a lower offer in by just telling me
0:22:29 > 0:22:31everything needs doing.
0:22:31 > 0:22:33I don't need to know what needs doing, I know what needs doing.
0:22:33 > 0:22:36You just give me a figure and tell me how you can afford to pay it.
0:22:38 > 0:22:42Back in Exeter, widow Mrs Mears has upped her offer on Redvers Road
0:22:42 > 0:22:45to £169,950,
0:22:45 > 0:22:49bang on the asking price, and it's been accepted.
0:22:49 > 0:22:51- Hi, Naomi.- Hiya!
0:22:51 > 0:22:54But the sale needs to go through pronto,
0:22:54 > 0:22:57so that the vendor, Naomi, can bag her new build.
0:22:57 > 0:22:59- Are you all right?- Yeah. - Good news, isn't it?
0:22:59 > 0:23:02- Thank you for your text, by the way. - That's all right.
0:23:02 > 0:23:06- I'm extremely elated that it's taken less than two weeks.- Elated.
0:23:06 > 0:23:08- Yes.- And relieved too.
0:23:08 > 0:23:11We're really pleased we got asking. It's nice to..
0:23:11 > 0:23:14- Yes. I didn't think we'd get asking.- You didn't. I knew it.
0:23:14 > 0:23:18- I knew it would.- But that is extremely lucky to have that within two weeks.
0:23:18 > 0:23:21Yeah, that's market, though, to be honest.
0:23:21 > 0:23:25I'd say half the job's done, so in this job...
0:23:25 > 0:23:27This is the horrible half now?
0:23:27 > 0:23:29It can be, yeah, it can be.
0:23:29 > 0:23:32- OK.- But to put you at ease I've got certain things
0:23:32 > 0:23:36in my pipeline that I know this is going to be a challenge,
0:23:36 > 0:23:39I've got to get this sorted. This isn't one of them.
0:23:39 > 0:23:41All I need to do is get a solicitor?
0:23:41 > 0:23:46Yes, and keep chasing them because if you don't you just get put to the bottom of the pile.
0:23:46 > 0:23:48The most stressful part of our job is part two, and that's
0:23:48 > 0:23:52when you get conveyancers and surveyors involved and mortgages.
0:23:52 > 0:23:56Everything should go according to plan, straightforward.
0:23:56 > 0:23:59Any issue we'll deal with, but there's nothing that's going to...
0:23:59 > 0:24:02The skill of the agent really comes to light and I think that's
0:24:02 > 0:24:06where ultimately the agent - a good agent - earns their fee.
0:24:06 > 0:24:11For the go-getting branch manager every second of the day is valuable.
0:24:11 > 0:24:12We've got to think style.
0:24:12 > 0:24:16Are we going along on the top, short sides and back?
0:24:16 > 0:24:18Cut it like the one not last time but the one before,
0:24:18 > 0:24:21because last time you took a little bit too much off.
0:24:21 > 0:24:24And just remember, keep the fringe.
0:24:24 > 0:24:27It takes me months to grow that fringe.
0:24:28 > 0:24:32It's a buoyant market, but luckily Kate can multi-task.
0:24:32 > 0:24:35How did yesterday's buyer review go?
0:24:35 > 0:24:38- Well...- Oh, OK, well, this doesn't sound good.
0:24:38 > 0:24:42When I walked in she said I haven't told her dad that she's offered.
0:24:42 > 0:24:45So it's probably worth giving her a call. He's actually..
0:24:45 > 0:24:47- Agh!- Argh, what happened?
0:24:47 > 0:24:51You moved and I cut myself. Dude, look.
0:24:51 > 0:24:55'Lewis is a scaredy cat. In mine and Lewis's work relationship'
0:24:55 > 0:24:59I'm probably the guy, as in not so scared, and he's the woman.
0:24:59 > 0:25:02It's quite bad, Kate, a lot of blood.
0:25:02 > 0:25:04You're the worst first-aider in the world.
0:25:04 > 0:25:08- How am I going to cut your hair if I've got that?- I'm sorry, Kate.
0:25:08 > 0:25:13I don't think he's like a rugged "Grrrr!" guy, man.
0:25:13 > 0:25:15Don't retaliate by taking my fringe off.
0:25:15 > 0:25:18- I'm going to need a bit of fringe. - Let me move you.
0:25:18 > 0:25:20I'm still bleeding, dude.
0:25:23 > 0:25:28In central London, estate agent to the super rich, Gary Hersham,
0:25:28 > 0:25:30is also too busy to leave his office
0:25:30 > 0:25:32when he needs to... tend to his appearance.
0:25:32 > 0:25:35Queste cos'e, la giacca d'estate?
0:25:35 > 0:25:39The solution - fly in Roberto, his Italian tailor,
0:25:39 > 0:25:41direct from Milan instead.
0:25:41 > 0:25:44If he had a figure like mine it would look really smart.
0:25:44 > 0:25:47Do your belt up and your flies up.
0:25:47 > 0:25:50You've also got another jacket of mine that you have to fix.
0:25:55 > 0:26:00I do plan to reduce more but I don't know if I'm going to succeed.
0:26:00 > 0:26:03I come from Italy monthly.
0:26:03 > 0:26:06He likes to wear simple things, blue and grey.
0:26:06 > 0:26:09He's a very traditional man.
0:26:09 > 0:26:11It's wasting time. Do not do that.
0:26:11 > 0:26:14They're not going to rent that flat upstairs
0:26:14 > 0:26:16or those first floor flats.
0:26:16 > 0:26:18His body type is a little bit complicated.
0:26:18 > 0:26:21Sometimes the weight goes up and down.
0:26:21 > 0:26:23Tighter.
0:26:23 > 0:26:25More.
0:26:27 > 0:26:29What are you talking about? That's better.
0:26:31 > 0:26:33I like them higher on the waist.
0:26:36 > 0:26:38100% sure it's not too tight.
0:26:38 > 0:26:41- Like this?- Yes. Better.
0:26:43 > 0:26:45Have you got anybody for Park House?
0:26:45 > 0:26:47Can't you bring anybody in to Park House?
0:26:47 > 0:26:50Well, we've got our extra planning there. We've now got...
0:26:50 > 0:26:53Shall I send you a brochure round by hand?
0:26:53 > 0:26:54OK, I'll speak to you later on.
0:26:54 > 0:26:57Leave it to me, Speak to you later, Louise. Bye.
0:27:01 > 0:27:04I haven't got time today, I don't have patience.
0:27:04 > 0:27:07INTERVIEWER: What extent does dealing with high net worth individuals
0:27:07 > 0:27:10rub off on you personally?
0:27:10 > 0:27:14I think confidence and being able to deal with the very rich
0:27:14 > 0:27:19when they want to buy exclusive homes must go hand-in-hand.
0:27:19 > 0:27:22Having done so for many years, maybe some of it does rub off on me.
0:27:22 > 0:27:26Yeah, but when you put my suits away please can you colour code them?
0:27:26 > 0:27:28I specifically put them in greys and blues.
0:27:28 > 0:27:31OK. You took my tie with you, did you? OK, lovely.
0:27:31 > 0:27:33Speak to you later.
0:27:35 > 0:27:37Among estate agents,
0:27:37 > 0:27:40Gary doesn't have the monopoly on exclusive properties.
0:27:43 > 0:27:46In Scotland, Archie is on his way to measure up an unusual instruction,
0:27:46 > 0:27:52a 970 acre private island off the Outer Hebrides.
0:27:52 > 0:27:54We're thinking this way.
0:27:54 > 0:28:00In fact, it's so exclusive even he is struggling to locate it.
0:28:01 > 0:28:03Right, Haklett, it's a mystery.
0:28:03 > 0:28:07Oh, now if that's Uisgebhagh, one should be able to work this out.
0:28:07 > 0:28:10No, I can't see anything of that name.
0:28:10 > 0:28:12So are we at that crossroads there?
0:28:12 > 0:28:16I mean, with two signs like that we should be able to
0:28:16 > 0:28:19work out where we are, but for the life of me I can't.
0:28:19 > 0:28:23It's not going to be easy for potential buyers to visit
0:28:23 > 0:28:27this instruction, but Archie's finally found his way.
0:28:27 > 0:28:29I see it as an advantage.
0:28:29 > 0:28:32A property like this, if it was easily accessible you'd have
0:28:32 > 0:28:35everybody and their dog, and you don't want that.
0:28:35 > 0:28:40Advertising an uninhabited island forces agents to think
0:28:40 > 0:28:42out of the box.
0:28:42 > 0:28:47These are service station wellington boots. There is our sale sign.
0:28:47 > 0:28:48Looking pristine.
0:28:50 > 0:28:52That's me ready for the expedition.
0:28:53 > 0:28:58It's the island of Wiay, just off the east coast of Benbecula.
0:28:58 > 0:29:01And anything we're selling we need to be familiar with the property.
0:29:01 > 0:29:05So we're going over today to measure up, as it were.
0:29:07 > 0:29:10I've never been personally in charge of selling an island before.
0:29:12 > 0:29:13Hi, there.
0:29:15 > 0:29:19Once the hiding place of Bonnie Prince Charlie, any modern commuters
0:29:19 > 0:29:23will have to conquer air, road and finally water to reach the island.
0:29:28 > 0:29:30Oh, there's the eagle, how lovely. That's fantastic.
0:29:30 > 0:29:35That is a lovely sight, the eagle being mobbed by probably ravens,
0:29:35 > 0:29:38it's difficult to tell by this distance, but mobbing the eagle.
0:29:38 > 0:29:40With stags and fishing galore,
0:29:40 > 0:29:44Archie will market the island to Scottish game sports enthusiasts.
0:29:44 > 0:29:48The attraction to people is to be able to get away from everything
0:29:48 > 0:29:51and simply be able to look out from here
0:29:51 > 0:29:54and see none of the scourges of modern life.
0:29:54 > 0:29:59And in estate agent speak the only building is a real doer-upper,
0:29:59 > 0:30:04which has planning permission to be transformed into a holiday home.
0:30:04 > 0:30:08It's small, isn't it? It's small, but they were in those days.
0:30:08 > 0:30:12This'll be the front door, yes, away from the prevailing wind.
0:30:12 > 0:30:16The current owners paid £20,000 for the island in the 1980s.
0:30:16 > 0:30:19Archie must price it for today's market.
0:30:19 > 0:30:23It needs everything doing to it. But it's very doable.
0:30:23 > 0:30:25My gut feeling is it's worth
0:30:25 > 0:30:29somewhere between £300,000 and £500,000.
0:30:29 > 0:30:32I would probably do this for nothing.
0:30:32 > 0:30:36I would definitely do this for nothing,
0:30:36 > 0:30:39but I'm told in the company that we have to be commercial about things.
0:30:39 > 0:30:40So it's very boring,
0:30:40 > 0:30:44but I wouldn't choose to do anything else in the world right now.
0:30:46 > 0:30:51# What am I supposed to say when I'm all choked up and you're OK? #
0:30:51 > 0:30:56# I'm falling to pieces. #
0:30:56 > 0:30:59In Devon, it's a big day for branch manager
0:30:59 > 0:31:01and soft rock enthusiast Lewis.
0:31:05 > 0:31:09We're off to Exmouth area manager's meeting.
0:31:09 > 0:31:12It only happens twelve times a year, once a month,
0:31:12 > 0:31:14and I actually really enjoy them.
0:31:14 > 0:31:17And I love to sing, my wife doesn't like me singing.
0:31:17 > 0:31:21But when it's me on my own in the car I can let go.
0:31:21 > 0:31:23It gives me energy.
0:31:23 > 0:31:25So before a manager's meeting I'll spend 30 minutes
0:31:25 > 0:31:29going down here singing, so by the time I get to the meeting,
0:31:29 > 0:31:34much to a lot of people's annoyance, I'm quite ready for it.
0:31:34 > 0:31:36- INTERVIEWER:- Is there friendly internal competition?
0:31:36 > 0:31:39Yes. Definitely friendly internal competition.
0:31:39 > 0:31:44They have what is called Office of the Year, it's pretty prestigious.
0:31:44 > 0:31:48Last year was my first year and we finished around about 6th.
0:31:48 > 0:31:52But this year we currently lie second, which is nuts.
0:31:52 > 0:31:54Last year I won Employee of the Year,
0:31:54 > 0:31:56but then I got caught up in it and I had too much to drink.
0:31:56 > 0:32:01It's never a good thing to drink to the extent where you vomit
0:32:01 > 0:32:05in front of the company chairman on the office sofas
0:32:05 > 0:32:07that then had to be cleaned.
0:32:07 > 0:32:10So not the best impression. Highs and lows, really.
0:32:15 > 0:32:17One afternoon each month,
0:32:17 > 0:32:23an unassuming former Exmouth hotel becomes a gladiatorial arena...
0:32:23 > 0:32:25..double figures on the sixth of the month.
0:32:25 > 0:32:29..as bright young property bucks do battle with their sales figures.
0:32:31 > 0:32:33We've had six sales.
0:32:33 > 0:32:35Well done.
0:32:35 > 0:32:37July was the best month of the year for us.
0:32:37 > 0:32:42August has started a little bit quieter. So it's busy.
0:32:42 > 0:32:44Rentals a bit quiet, just the 15 move-ins this month,
0:32:44 > 0:32:48which is double more than we've ever done.
0:32:48 > 0:32:51Sales, like everyone else, really good July month,
0:32:51 > 0:32:53six instructions so far.
0:32:53 > 0:32:56Booked one on yesterday. Got another one to book.
0:32:56 > 0:32:57Negotiating on two,
0:32:57 > 0:33:00we're hoping they're going to be making offers today we can't refuse.
0:33:00 > 0:33:03And we had a fall-through Saturday, which I took pretty hard,
0:33:03 > 0:33:06and drunk a bit of gin on Saturday to try and get through it.
0:33:06 > 0:33:09But I took that quite personally so that's been quite hard.
0:33:09 > 0:33:11So yeah, I forgot what it was like.
0:33:14 > 0:33:18Back at the office and the gin is on stand-by.
0:33:18 > 0:33:21The sale of Redvers Road has hit a snag - neither vendor Naomi
0:33:21 > 0:33:24nor buyer Mrs Mears can agree on a completion date.
0:33:24 > 0:33:26She's still got to pack everything,
0:33:26 > 0:33:29she's getting rid of all of her husband's stuff.
0:33:29 > 0:33:32I've tried. I can't push it because it's a touchy subject.
0:33:32 > 0:33:34All right. Thanks, bye.
0:33:34 > 0:33:39Naomi's buying a new build, so they need the end of September.
0:33:39 > 0:33:40You like it, don't you?
0:33:40 > 0:33:45But Mrs Mears specified mid-October.
0:33:46 > 0:33:48Why does this stuff never go right when you want it to?
0:33:48 > 0:33:50'It can be hard if there's a chain
0:33:50 > 0:33:53'and there's one specific date that one lot of buyers will only do.'
0:33:53 > 0:33:57Is being an estate agent a bit like being a negotiator?
0:33:57 > 0:34:02Yeah, that's my job title, a negotiator. And it is tough.
0:34:02 > 0:34:04You can end up feeling sorry for everybody,
0:34:04 > 0:34:08but you do have to be realistic. You'll never keep everybody happy.
0:34:12 > 0:34:15Recently widowed Mrs Mears is struggling to deal with
0:34:15 > 0:34:19the thought of leaving the family home of 30 years.
0:34:19 > 0:34:22To be quite honest, the girls have done a lot of the packing
0:34:22 > 0:34:27of the sentimental things, because I would just hang on to everything.
0:34:27 > 0:34:29There's a lovely photo that I've got here of Derek now
0:34:29 > 0:34:33and that was taken a year ago.
0:34:33 > 0:34:36And that was one that we had at his funeral and that.
0:34:36 > 0:34:41So I've only just been able to start looking at them, to be quite honest.
0:34:41 > 0:34:44On average, we move up to eight times in our lifetime,
0:34:44 > 0:34:46but it seldom gets any easier.
0:34:46 > 0:34:49I can remember turning up at the registry office,
0:34:49 > 0:34:52with my mother-in-law telling me that it weren't too late
0:34:52 > 0:34:56to change my mind, because her son would never be no good to anybody.
0:34:56 > 0:34:59But it's things like this that you've got memories, you know,
0:34:59 > 0:35:01and you can look back on it.
0:35:03 > 0:35:06He was my soul-mate for 32 years.
0:35:13 > 0:35:17In Birmingham, by using his own unique charms...
0:35:17 > 0:35:22Dave Simms has received three offers on the four-bed house
0:35:22 > 0:35:29on Beaufort Avenue, but they're all under the £172,950 asking price.
0:35:29 > 0:35:31- How much has he offered?- 165.
0:35:31 > 0:35:34- Cheeky sod.- I said to him I thought that was a bit low.
0:35:34 > 0:35:36Yes, Mr Akter.
0:35:36 > 0:35:40Well, yeah, tax is something we all have to pay, unfortunately, though.
0:35:40 > 0:35:42Of course you can, yeah, go and have a word with the wife
0:35:42 > 0:35:46and come back to me. But don't come... Listen...
0:35:48 > 0:35:50Yes, I know, I know.
0:35:50 > 0:35:52Bye-bye.
0:35:53 > 0:35:57That was Mr Akter. He's one of the three people who've made an offer.
0:35:57 > 0:36:01In all fairness, he doesn't fulfil me with any great confidence.
0:36:01 > 0:36:04So I think it's going to end up being a two-horse race.
0:36:04 > 0:36:08We have Siddique who keeps ringing us up saying, "I want to pay 170,"
0:36:08 > 0:36:11and we've got Hussain who's saying, "I want to pay you 170.5."
0:36:11 > 0:36:13I'm a great one for best and finals.
0:36:13 > 0:36:16I'm not messing around with you here. Best and final.
0:36:16 > 0:36:19And by best and final I mean best and final.
0:36:19 > 0:36:21So when I tell you you're not getting it,
0:36:21 > 0:36:24don't come crying back to me saying "I'd have gone another 500 quid."
0:36:24 > 0:36:27Hello, Mr Siddique. There's two very good offers...
0:36:27 > 0:36:31Best and final is the last chance for buyers to show how much
0:36:31 > 0:36:34they can or are willing to pay for a property.
0:36:34 > 0:36:37I can say to them Mr Siddique is at that figure.
0:36:37 > 0:36:39OK, that's very good. Puts you in a good position.
0:36:40 > 0:36:44OK, so he's gone to £171,000, so he now becomes the highest offer.
0:36:44 > 0:36:48PHONE RINGS This is Mr Hussain.
0:36:48 > 0:36:50Yeah, hello, Mr Hussain.
0:36:50 > 0:36:53The simple reality is that your offer is not the highest offer
0:36:53 > 0:36:57at the moment, so I've got to ask you for your best and final offer.
0:36:59 > 0:37:01OK, I'll present... No, it's OK,
0:37:01 > 0:37:03I'll present that offer to my client.
0:37:08 > 0:37:12No, I understand that. As I speak right now that is the highest figure.
0:37:16 > 0:37:20OK, I'll put that offer. I'll speak to you after 2.30.
0:37:21 > 0:37:23It's awkward, because he's asking me
0:37:23 > 0:37:27exactly the same question as Siddique, and in fairness you don't
0:37:27 > 0:37:29want to tell Siddique anything different than you tell Hussain.
0:37:29 > 0:37:33So OK, he's gone up £1,000, they've both gone up 1,000 quid.
0:37:34 > 0:37:39Best and final offers in, Dave must relay the news to his clients.
0:37:39 > 0:37:43Today we've asked them for best and finals,
0:37:43 > 0:37:45they've both gone up £1,000.
0:37:45 > 0:37:48Siddique, who was the first chappie who came,
0:37:48 > 0:37:52he has gone to 171,000, and then Hussain,
0:37:52 > 0:37:55who was the guy who came in the party of three, and then who
0:37:55 > 0:38:02came back with his wife on Saturday, Hussain has gone to 171,500.
0:38:02 > 0:38:04- I did like the young couple. - The Hussains, yeah.
0:38:04 > 0:38:08- I did like them, yeah. - I'm seeing Hussain later tonight.
0:38:08 > 0:38:12If we're saying yes to Hussain I will tell him yes,
0:38:12 > 0:38:15I will also tell Siddique I'm ever so sorry
0:38:15 > 0:38:17but on this occasion you've been unsuccessful.
0:38:17 > 0:38:21Now, whilst he has made his best and final offer to me,
0:38:21 > 0:38:25experience tells me he'll get a bit shirky, he'll get a bit uppity
0:38:25 > 0:38:27and he'll probably come back with another offer.
0:38:27 > 0:38:30If he does, I'll let you know and then it's your decision
0:38:30 > 0:38:32whether you go with that or not.
0:38:33 > 0:38:35Hello, Mr Siddique.
0:38:35 > 0:38:38I've just got back from Beaufort Avenue. Bad news, I'm afraid.
0:38:45 > 0:38:48So why didn't you make me that offer an hour ago?
0:38:51 > 0:38:54But best and final means best and final.
0:38:54 > 0:38:57Not best and final, but if I lose this I might go a bit more.
0:38:57 > 0:39:00As you know, I'm duty bound to make that offer to my client.
0:39:00 > 0:39:02We were right. We knew he would do that.
0:39:02 > 0:39:04I don't want him to have it now.
0:39:04 > 0:39:07You explained to him what best and final was, so his best
0:39:07 > 0:39:11and final is "Well, I'll be able to find a bit more if I don't get it."
0:39:14 > 0:39:17Have you finished that vacuuming, Mrs Edgecox?
0:39:18 > 0:39:22We phoned Mr Siddique, he's offered £172,000.
0:39:22 > 0:39:23Your call.
0:39:29 > 0:39:33That's a novelty, the wife is asking the husband.
0:39:39 > 0:39:41OK.
0:39:41 > 0:39:42No.
0:39:46 > 0:39:47Yeah, exactly.
0:39:47 > 0:39:49- 'OK, then.'- Take care. Bye-bye.
0:39:51 > 0:39:53- INTERVIEWER:- Did he play his cards well?
0:39:53 > 0:39:55No, he didn't, he played them badly.
0:39:55 > 0:39:59His best and final should have been exactly that, his best and final.
0:39:59 > 0:40:02If he'd have offered £172,000, I think
0:40:02 > 0:40:05when we went to see the Edgecox, I think they'd have taken his offer.
0:40:07 > 0:40:11Rather than negotiating over a grand or two, the super rich
0:40:11 > 0:40:14are more likely to quibble over a million here or there.
0:40:15 > 0:40:18Estate agent Gary Hersham
0:40:18 > 0:40:21buys and sells property wherever the jet-set congregate.
0:40:21 > 0:40:26So today he and his wife Olga have flown to Cannes on the Cote D'Azur.
0:40:27 > 0:40:31This part of the French Riviera may be a playground of the rich
0:40:31 > 0:40:34and famous, but Gary's not here for jollies.
0:40:34 > 0:40:37Yes, what inane comments do you want to make now, Alan?
0:40:37 > 0:40:39Please let me laugh my head off.
0:40:39 > 0:40:42OK, chuffed, chuffed. Bye-bye.
0:40:42 > 0:40:45We're here purely for the day.
0:40:45 > 0:40:48We are looking at various houses on behalf of clients,
0:40:48 > 0:40:50who are clients of ours in England.
0:40:50 > 0:40:53A lot of Russians, a lot of Ukrainians, a lot of Kazakhs,
0:40:53 > 0:40:57but also a lot of English people buying in the South of France.
0:41:00 > 0:41:04Je peux mettre les bagages dedans...
0:41:04 > 0:41:09With no time to waste, Gary soon gets his French office shipshape.
0:41:09 > 0:41:12Evening all. Why is this down on the floor?
0:41:12 > 0:41:15We have to put this up somewhere. It cost me 2,000 quid.
0:41:15 > 0:41:18- Have you got a nail? I'll put it up now.- No, I don't.
0:41:18 > 0:41:19There must be a hammer and nail somewhere.
0:41:19 > 0:41:21How are you, Darcey?
0:41:23 > 0:41:25Very well, thanks. Did you manage to speak to Michael?
0:41:28 > 0:41:29Well, you'd better find some rentals.
0:41:29 > 0:41:32He and his brother are phenomenally rich,
0:41:32 > 0:41:34you need to do something there, please.
0:41:34 > 0:41:38Beecham Estates has offices in three different countries.
0:41:38 > 0:41:40So, for example, we have an office in Cannes.
0:41:40 > 0:41:43Our second office is in Florence,
0:41:43 > 0:41:46our other office is in Mykonos, in Greece.
0:41:46 > 0:41:49Nice to speak to you, Darcey, give him a ring tomorrow.
0:41:49 > 0:41:50'But, generally speaking,
0:41:50 > 0:41:54'in each of those countries it's in an area where people who buy
0:41:54 > 0:41:58'expensive homes in London go for their summer vacations.
0:41:58 > 0:42:02'As long as one is dealing with the same type of property'
0:42:02 > 0:42:06and the same profile of buyer it is a very good symbiotic relationship.
0:42:06 > 0:42:08Have you seen the house?
0:42:08 > 0:42:11He wants 40 million or 38 million for it.
0:42:11 > 0:42:15We tend to deal with very rich people who are internationally
0:42:15 > 0:42:17based and who might have three,
0:42:17 > 0:42:20four or five homes scattered around the world.
0:42:20 > 0:42:23He's having his dinner with some very, very rich Iraqis.
0:42:23 > 0:42:27He mentioned they want to sell a house for 180 or 200 million euros
0:42:27 > 0:42:29somewhere else in Monte Carlo.
0:42:29 > 0:42:32They are very well aware of quality,
0:42:32 > 0:42:37very well aware of what they like, their taste, and very well aware
0:42:37 > 0:42:41that they don't have very much time in which to refurbish a property.
0:42:42 > 0:42:46This afternoon, Gary's here to inspect his latest instruction,
0:42:46 > 0:42:48a mansion with notable neighbours.
0:42:48 > 0:42:51Now we're going to look at a house that's going to come to the market,
0:42:51 > 0:42:55surrounded by houses of the rich and famous,
0:42:55 > 0:42:58people in the pop star arena.
0:42:58 > 0:43:00One is Bono's house.
0:43:00 > 0:43:04It's estimated that half a million UK residents own homes abroad,
0:43:04 > 0:43:07with France the most popular destination.
0:43:07 > 0:43:10But if you want to join the ex-pats here you will need
0:43:10 > 0:43:12pretty deep pockets to buy this house.
0:43:12 > 0:43:18If you look downwards you'll see the tennis court to my right.
0:43:18 > 0:43:20Further afield you see the helipad.
0:43:20 > 0:43:22- INTERVIEWER: - Is a helipad essential, then?
0:43:22 > 0:43:27Nothing's essential in life, but people like what money can buy them.
0:43:27 > 0:43:30The man-made lake, phenomenally sizeable.
0:43:30 > 0:43:33Look, it goes all the way around the two islands.
0:43:33 > 0:43:37Huge Koi carp in there. They're a pretty penny each.
0:43:37 > 0:43:41And I can just imagine a little gondola being put on to that lake
0:43:41 > 0:43:43and going round the lake in a gondola,
0:43:43 > 0:43:45which I think will be quite fun.
0:43:45 > 0:43:50This luxury mansion has 12 bedrooms, 13 bathrooms
0:43:50 > 0:43:53and 6.5 acres of manicured gardens.
0:43:53 > 0:43:56Designed by international developers, Cogemad,
0:43:56 > 0:43:59it even offers concierge service,
0:43:59 > 0:44:01personal assistance for the super rich.
0:44:01 > 0:44:05What you might call a kitchen, but it's far more than a kitchen.
0:44:05 > 0:44:12Wealthy buyers have a concept unknown to non-wealthy people.
0:44:12 > 0:44:15If I were to wake up one morning and say I want to buy myself
0:44:15 > 0:44:21a helicopter or a Picasso or a string of race-horses, I can think
0:44:21 > 0:44:26about it, and when one looks at very wealthy buyers, their ability to
0:44:26 > 0:44:32change their perception of what they want into reality is instantaneous.
0:44:32 > 0:44:35They're only dependent on their own whims.
0:44:35 > 0:44:39This is what's called bahia de bahia, blue marble.
0:44:39 > 0:44:41It generally comes from Brazil.
0:44:43 > 0:44:45Incredibly expensive
0:44:45 > 0:44:50and even more incredible difficult to find in such large slabs.
0:44:50 > 0:44:51So what's this on for, Gary?
0:44:51 > 0:44:56The asking price of this house will only be disclosed to proper buyers,
0:44:56 > 0:45:00but what I can tell you is the house next door
0:45:00 > 0:45:04is owned by a very famous family in the mineral water business, and that
0:45:04 > 0:45:08was on the market, unofficially, at 180 million euros.
0:45:08 > 0:45:11And why are you not allowed to tell me the price of the house?
0:45:11 > 0:45:15One often does not want to disclose house prices unless one
0:45:15 > 0:45:18is in serious conversation with a potential purchaser.
0:45:18 > 0:45:20It can get into the wrong hands.
0:45:20 > 0:45:27Sellers generally prefer not to disclose price of the properties.
0:45:27 > 0:45:32First, they're aware of the tax consequences for the buyer
0:45:32 > 0:45:34should it come into the public domain.
0:45:34 > 0:45:39Second of all, buyers themselves are quite often secretive.
0:45:39 > 0:45:41It's quite risky.
0:45:41 > 0:45:43It might be a target for burglary or theft.
0:45:44 > 0:45:49But whether it's a 12-bed mansion with three swimming pools
0:45:49 > 0:45:51or ordinary semidetached house,
0:45:51 > 0:45:54some things are true for estate agents the world over.
0:45:54 > 0:45:58The simple and general rule, kitchens and bathrooms sell houses.
0:45:58 > 0:46:02But for super-rich fat cats, stairs don't.
0:46:02 > 0:46:07Again, you don't normally see a lift that carries 13 passengers,
0:46:07 > 0:46:10but it's not a joke,
0:46:10 > 0:46:13because it's not necessarily to do with 13 passengers,
0:46:13 > 0:46:15it's to do with the very big people who need to get into the lift.
0:46:15 > 0:46:19And just when you think they've thought of everything...
0:46:19 > 0:46:20What do you think this is?
0:46:20 > 0:46:22Do you think this is a football field,
0:46:22 > 0:46:26do you think this is an indoor play area, what do you think it is?
0:46:28 > 0:46:29This is a garage.
0:46:29 > 0:46:34You think to yourself, my God, a man who's prepared to spend 35 million
0:46:34 > 0:46:38or a man who's prepared to spend 70 million, does he expect much more?
0:46:38 > 0:46:42Moth cases, both sums are huge.
0:46:42 > 0:46:43But the truth is, they do.
0:46:43 > 0:46:46And that's what a good estate agent does.
0:46:46 > 0:46:48He understands the value of property,
0:46:48 > 0:46:50he understands the difference between the quality of
0:46:50 > 0:46:54a £35 million property and the quality of a £50 million property.
0:46:54 > 0:46:57That's what I'd like to have in my house, a rotisserie.
0:46:57 > 0:46:58No skimping here.
0:47:04 > 0:47:06The bit of wood here is a sale board,
0:47:06 > 0:47:10and I quite often have a sale board in my car just in case it's needed.
0:47:10 > 0:47:14Archie has found a buyer for the Marsdens' loch-side home,
0:47:14 > 0:47:16a young family from London.
0:47:16 > 0:47:20It took five months, pretty standard for the sluggish market,
0:47:20 > 0:47:22but there's an issue.
0:47:22 > 0:47:24We're going to see Michael and Liz.
0:47:24 > 0:47:27The house went under offer and the solicitors have been doing
0:47:27 > 0:47:32their bit, and just recently there's been a problem and a hold-up.
0:47:32 > 0:47:35As I understand it, they've got a bit of ground in their garden
0:47:35 > 0:47:38that actually legally doesn't belong to them.
0:47:38 > 0:47:40The boundary of a property,
0:47:40 > 0:47:43the official line dividing one person's land from the other,
0:47:43 > 0:47:49can sometimes cause huge territorial disputes and delay sales.
0:47:49 > 0:47:52It's really the boundary fence which is slightly different
0:47:52 > 0:47:55to indicated here, you see.
0:47:55 > 0:47:59So when the solicitor was checking your boundary plan against
0:47:59 > 0:48:00the registry, land registry,
0:48:00 > 0:48:03- he found a slight discrepancy, I suppose.- Yes.
0:48:03 > 0:48:06I don't know if I'm supposed to say, but he came with a Doogle...Google...
0:48:06 > 0:48:09- A Google map. - Is that it?
0:48:09 > 0:48:10Maybe. I'm not sure.
0:48:10 > 0:48:15'Typically, a client is selling the biggest asset they have,'
0:48:15 > 0:48:18so they are at times going to be maybe quite pernickety
0:48:18 > 0:48:22and very careful about how they go about things.
0:48:22 > 0:48:24And, you know, we take that extremely seriously.
0:48:24 > 0:48:27He came up with this Doogle Google thing
0:48:27 > 0:48:30and so we could actually see the satellite thing.
0:48:30 > 0:48:32But it's just ever so very, very slightly...
0:48:32 > 0:48:35So when you put the fence in yourself to the garden
0:48:35 > 0:48:38you thought, "I'll just take a few extra feet to do it."
0:48:38 > 0:48:42No, no, no, it wasn't like that. It wasn't like that, Archie.
0:48:42 > 0:48:46Survey problems are one of the top three reasons why house sales fall through.
0:48:46 > 0:48:49In very simple terms, this little bit here actually belongs
0:48:49 > 0:48:52to the lady who owns this field.
0:48:52 > 0:48:55I'm not going to get worked up about it either.
0:48:55 > 0:48:56No, you mustn't do. You mustn't do.
0:48:56 > 0:49:00All is well, but things never happen very quickly.
0:49:00 > 0:49:03You're there to give the client piece of mind.
0:49:03 > 0:49:07You know, it's not a transaction they do every day and we have
0:49:07 > 0:49:10much more experience in it and we can lay their minds at rest.
0:49:11 > 0:49:15Do you think if you've got chance you could just ask her today
0:49:15 > 0:49:17what sort of date in October she's thinking?
0:49:17 > 0:49:2185% of house sales involve a chain of some kind.
0:49:21 > 0:49:25For buyers, they are often a stressful experience.
0:49:26 > 0:49:29- Yes.- So around sort of like the 18th October.
0:49:29 > 0:49:32But for estate agents, they are an everyday occurrence.
0:49:34 > 0:49:37My beard, I'm a bit worried about the beard.
0:49:37 > 0:49:40Salfords at the bottom of the chain are going to speak to Mrs Mears
0:49:40 > 0:49:44and see if she's happy with the 18th for a completion.
0:49:44 > 0:49:46Is that a Friday?
0:49:46 > 0:49:47It is, I believe, let's have a look.
0:49:47 > 0:49:49Fine. Get on to them.
0:49:49 > 0:49:51Quicker, come on, you've got to be on your toes.
0:49:51 > 0:49:54So I spoke to Naomi last night, I called her, because Naomi's
0:49:54 > 0:49:57getting pressure from the top, from the new-build company,
0:49:57 > 0:50:00but I've tried to explain to Naomi, that's what they do.
0:50:00 > 0:50:02Everyone's under pressure, everyone's stressed.
0:50:02 > 0:50:05There's no point pushing Mrs Mears, saying "You've got to do this day,"
0:50:05 > 0:50:08and make it really unpleasant, because she's not going to do it.
0:50:08 > 0:50:11So it's that balance, trying to liaise with the vendor,
0:50:11 > 0:50:15you're still on her side, but not to think you're on the buyer's side.
0:50:15 > 0:50:20We're not on the buyer's side, we're in that uncomfortable position in the middle.
0:50:20 > 0:50:23An uneasy compromise is finally reached.
0:50:23 > 0:50:25Hi, Naomi.
0:50:25 > 0:50:28The sale is still on, but completion is delayed.
0:50:28 > 0:50:31It's purely just frustrating knowing that we're still going to
0:50:31 > 0:50:35have to wait until the middle of another month in which to move now.
0:50:35 > 0:50:38This is one of the biggest problems with a chain,
0:50:38 > 0:50:40- because it's not just your life. - Never mind.
0:50:40 > 0:50:43The most important thing is that you look back in four years' time
0:50:43 > 0:50:46and go, "That was funny, wasn't it?"
0:50:46 > 0:50:48I hope so, because right now I don't feel like that at all.
0:50:48 > 0:50:51No, because you're right in the thick of it.
0:50:51 > 0:50:54Two weeks later than Naomi wanted,
0:50:54 > 0:50:57but Lewis has smoothed things with the new-build developers.
0:50:57 > 0:50:59They're fine.
0:50:59 > 0:51:02You're not going to get calls any more saying, "If you don't do this date,
0:51:02 > 0:51:04"we're going to sell it to somebody else."
0:51:04 > 0:51:06Yeah, OK, that's fine, then.
0:51:06 > 0:51:10The Employee of the Year has put out another fire.
0:51:10 > 0:51:13Perception of estate agents, I've got no doubt is dishonesty -
0:51:13 > 0:51:19car salesmen, pushy sales tactics, and I think that comes down to people's experience of estate agents.
0:51:19 > 0:51:21I try and be a man of my word.
0:51:21 > 0:51:25I constantly get, "You've changed my opinion of estate agents," and that's what we set out to do.
0:51:25 > 0:51:28There's good and bad estate agents, like any walk of life.
0:51:28 > 0:51:30But a good estate agent is invaluable.
0:51:35 > 0:51:38Give me the bad news.
0:51:38 > 0:51:40Why does everybody think an estate agent gives bad news?
0:51:40 > 0:51:43It's been quite a day, in fairness, it's been quite a day.
0:51:43 > 0:51:48In Birmingham it's good news for the preferred bidder on Beaufort Avenue, Mr Hussain.
0:51:48 > 0:51:50- Firstly, I'll give you that. - Can I read it?
0:51:50 > 0:51:54It tells you you've got the house. OK, well done. Good man.
0:51:54 > 0:51:56Now we're pleased.
0:51:56 > 0:51:58The reality is they liked your wife, and sometimes...
0:51:58 > 0:52:01There was a reason you married her.
0:52:01 > 0:52:04'This job's got very little to do with houses.'
0:52:04 > 0:52:07It's more to do with people and their emotions.
0:52:07 > 0:52:09And some of our clients will probably think of us,
0:52:09 > 0:52:13or they'll certainly think of me, as being a little bit hard-nosed.
0:52:13 > 0:52:16Sorry to drag it out all day, but it was...it's worth it
0:52:16 > 0:52:17if it's good news at the end of the day.
0:52:17 > 0:52:21- I'm just going to take my blood pressure tablets now.- Exactly.
0:52:21 > 0:52:24Don't have a heart attack until after exchange of contracts,
0:52:24 > 0:52:25OK, yeah.
0:52:25 > 0:52:28'The high at the end of the month is when everybody gets paid'
0:52:28 > 0:52:30and you've got through another month.
0:52:30 > 0:52:33In a market like this, seriously, that's a high.
0:52:33 > 0:52:36You've got through another month, well done, staff, we're still here.
0:52:36 > 0:52:39Can you believe it? Put it there.
0:52:39 > 0:52:41Thanks, guys.
0:52:41 > 0:52:43- OK. See you later.- See ya.
0:52:44 > 0:52:47People have bought thousands of houses from me
0:52:47 > 0:52:49because I'm very good at what I do.
0:52:49 > 0:52:52People trust you with their largest asset and there's not many people
0:52:52 > 0:52:57in the world that get trusted with most normal folks' largest asset.
0:52:57 > 0:53:00I'm one of them. Karen, I'm going to Brownfield now.
0:53:01 > 0:53:05I got a kick out of the smile that we just saw on Hussain's face.
0:53:05 > 0:53:08It's nice when you can put a smile on a bloke's face, isn't it?
0:53:08 > 0:53:12Hello, Jan, it's Archie Melville speaking.
0:53:12 > 0:53:15Five months on since putting the island on the market,
0:53:15 > 0:53:17Archie's finally had some serious interest.
0:53:17 > 0:53:20Right.
0:53:20 > 0:53:21Things are definitely in motion.
0:53:21 > 0:53:25Now I've got a formal offer on the table, and it's a family with
0:53:25 > 0:53:28Scottish roots, and I suspect they know that area very well.
0:53:28 > 0:53:31It's achieved a bit better than we thought we would do.
0:53:31 > 0:53:33So that's a good development.
0:53:33 > 0:53:37200 miles east, and fortunately for the Marsdens, the boundary issue
0:53:37 > 0:53:38wasn't a deal breaker.
0:53:38 > 0:53:41Who's that pretty lady? Gorgeous! WOMAN CHUCKLES
0:53:41 > 0:53:45Now it's time for them to pack up their memories
0:53:45 > 0:53:50and finally leave their home and Scotland behind for ever.
0:53:50 > 0:53:54Now, this is funny, there was a fancy dress 25 years ago.
0:53:54 > 0:53:57How about that?
0:53:57 > 0:54:01I have a sneaking feeling we're taking more than we ought to be.
0:54:02 > 0:54:05- Do the phones have to go, Michael? - Eh?
0:54:05 > 0:54:07Do the telephones go?
0:54:07 > 0:54:09I can't hear a word.
0:54:09 > 0:54:12Do the telephones go, or are they staying?
0:54:12 > 0:54:13I don't know.
0:54:15 > 0:54:18It makes me feel very old having all this help,
0:54:18 > 0:54:21because it's also a thing I used to do myself.
0:54:23 > 0:54:26Right. Off we go.
0:54:27 > 0:54:30It's closing a chapter and starting a new one,
0:54:30 > 0:54:35probably the last one, I don't know, in our lives.
0:54:35 > 0:54:37End of a chapter, end of the year.
0:54:38 > 0:54:42We designed the house, with the architect, of course.
0:54:42 > 0:54:46We have a lot of fun designing it and building it.
0:54:48 > 0:54:49It's a sad moment.
0:54:52 > 0:54:55But it's been a lovely home and a happy home.
0:54:56 > 0:54:58Liz and Michael Marsden are swapping the stunning views
0:54:58 > 0:55:02of Loch Tummel to start again in Somerset.
0:55:02 > 0:55:05- Good luck. - I know. Come on, bye.
0:55:05 > 0:55:09Bye-bye, Anna. Oh, little darling, can I come down to your level?
0:55:09 > 0:55:10Hee-hee!
0:55:10 > 0:55:12Lock up the house.
0:55:12 > 0:55:15I don't want to look back on the house.
0:55:15 > 0:55:16Oh, my dearest, come on.
0:55:21 > 0:55:22Goodbye.
0:55:22 > 0:55:25- VOICE BREAKS:- I'm going to miss you terribly.
0:55:25 > 0:55:27- Are you going to be all right? - Yes.
0:55:27 > 0:55:30Bye-bye, darling.
0:55:30 > 0:55:31Oh, dear.
0:55:36 > 0:55:37Bye.
0:55:49 > 0:55:52In Exeter it's also moving day,
0:55:52 > 0:55:55a momentous morning for both Naomi and Mrs Mears.
0:55:55 > 0:55:58It's just a lot of memories and that, a lot of years.
0:55:58 > 0:56:01Ah, shall we have one last look for my hamster?
0:56:01 > 0:56:02LAUGHTER
0:56:02 > 0:56:05Never did find that hamster, did we?
0:56:07 > 0:56:09It's really weird to not have to come back to somewhere, knowing
0:56:09 > 0:56:13it's our first ever home that we bought, but we know that, you know,
0:56:13 > 0:56:17this is the best thing for us and we have to make memories elsewhere.
0:56:17 > 0:56:21It just seems really weird that there's nothing in here
0:56:21 > 0:56:26and...I don't know, it just seems like it's moved on already,
0:56:26 > 0:56:29if that's a weird sort of thing, like, you know.
0:56:29 > 0:56:31I think once we started packing up it didn't really feel
0:56:31 > 0:56:33much like home then.
0:56:33 > 0:56:37That's it now, it's the end of an era, beginning of a new one,
0:56:37 > 0:56:39but I've always got my memories
0:56:39 > 0:56:42and we did have some good times in this house.
0:56:47 > 0:56:53For Lewis, satisfaction, as his client is finally smiling.
0:56:53 > 0:56:56Hello!
0:56:56 > 0:56:59Can you kindly give that to Mrs Mears for me?
0:56:59 > 0:57:01Sure!
0:57:01 > 0:57:04The best part of the job is when people are happy
0:57:04 > 0:57:07and you've actually made a genuine difference to someone's life.
0:57:07 > 0:57:10- This is from Naomi.- Oh, that's really sweet of her,
0:57:10 > 0:57:11and I've never even met her.
0:57:11 > 0:57:14It sounds corny, but you become that emotional buffer.
0:57:14 > 0:57:16It's a really emotive experience.
0:57:16 > 0:57:18It just doesn't get any better than that.
0:57:18 > 0:57:20Oh, I didn't open it enough.
0:57:20 > 0:57:22- WOMAN:- Hooray! - Hooray.
0:57:22 > 0:57:25What's that? It's nothing, Ava,
0:57:25 > 0:57:29it's just an Employee of the Year award, it's nothing.
0:57:29 > 0:57:33Yeah, Employee of the Year. First year in the company.
0:57:33 > 0:57:37It's no big deal, seriously, Ava, no big deal.
0:57:37 > 0:57:39Next time -
0:57:39 > 0:57:44How big is your boat? 40 metres. I just came off a boat of 105 metres.
0:57:44 > 0:57:47The agents contend with second-homers...
0:57:47 > 0:57:50The asking price is £1.55 million.
0:57:50 > 0:57:51..repossessions...
0:57:51 > 0:57:55There will be infestation of some description in here.
0:57:55 > 0:57:57..and those forced to sell.
0:57:57 > 0:58:01It's more than bricks and mortar. You know.
0:58:01 > 0:58:04And we find out if money really does make the world go round.
0:58:04 > 0:58:08If you get a nice place, the price is only going to go one way.