Unspoken Expectations Lead to Premeditated Resentments in Real Estate

-Adrian Knowles, CEO, Harcourts Australia on the danger of assumptions.

If there’s one lesson I’ve learned in my leadership career, it’s that clarity is key to success—not just in strategy, but in relationships, especially in the fast-moving world of real estate.

One of the most profound insights I’ve come across is this: unspoken expectations are premediated resentments.

It might sound abstract at first, but real estate professionals will recognise how these hidden assumptions can build barriers rather than bridges.

Whether it’s between agents and clients, team members and leaders, or even agencies and their markets, failing to communicate expectations leads to frustration, inefficiency, and distrust.

Here’s why this concept matters more than we often acknowledge, and how addressing it head-on can transform your agency—for the better.

The Problem with Unspoken Expectations

Unspoken expectations can trip you up in every part of real estate. Think about it:

• A client expects weekly updates, but the agent assumes they’ll call only when needed. The client feels neglected.

• A rookie agent expects mentorship, but their manager assumes independence is the norm. The agent feels unsupported.

• A leader expects innovation, but the rest of the team assumes “business as usual.” The leader feels frustrated at a lack of initiative.

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The common thread? No one expressed their expectations clearly. When assumptions replace communication, misunderstandings take root. Over time, these misunderstandings sour relationships, leading to resentment and eroding trust.

The Importance of Clarity

To break this cycle, clarity of communication needs to become a keystone of how you work. This requires more than outlining roles or setting KPIs. It’s about establishing a culture where all parties feel safe and confident to articulate their needs, wants, and standards.

For example, in my role as CEO at Harcourts Australia, I’ve made it a point to not only deliver clear expectations but also encourage feedback from all directions. A two-way dialogue ensures alignment and mutual understanding, which are critical for fostering loyalty and productivity.

At every level of real estate, clarity creates confidence. And confidence breeds better results, whether that’s happy clients, more deals closed, or inspired teams.

Lessons I’ve Learned

Here’s how I’ve applied this principle in my career.

1. Overcommunicate (Within Reason): It’s better to reiterate expectations than assume others know what you want. For instance, client communication plans should be crystal-clear at the start of the relationship, covering contact frequency, milestones, and transparency about challenges.

2. Ask More Questions: A simple, “What do you expect from this process?” can work wonders. It’s a question we should be posing to clients, team members, and even ourselves.

3. Set the Tone as a Leader: If you don’t openly express your expectations, your team will fall into guesswork. Spell out the organisational vision, the standards of service you expect, and how success will be measured. And then actively listen to what your team needs to meet those goals.

4. Be Open to Adjustment: Resentment isn’t just born from unmet expectations; it also stems from inflexibility. Circumstances evolve, so ensure expectations adapt alongside them.

5. Celebrate Achievement Aligned with Expectations: When a team delivers on expectations, acknowledge it. Positive reinforcement strengthens a culture of communication and sets a benchmark for others.

   
   

Building a Culture of Accountability

Real estate is famously unpredictable. But while we can’t control the market, competition, or external forces, we can control how we engage with those around us.

 By fostering a workplace culture focused on open communication, accountability, and mutual understanding, you'll not only reduce resentment but also elevate your team's performance and morale.

Address unspoken expectations early and often. Talk them through. Make them explicit. It might feel uncomfortable at first, but in a world where trust is a currency, there’s no greater investment.

And remember, whether you’re dealing with clients or colleagues, aligning on expectations doesn’t just improve the process; it strengthens relationships and creates lasting impact.

Are you ready to articulate your expectations and act on them? The results may surprise you.