Podcast Videos

Ian Grace introduces his 30+ years of global experience teaching customer service and advertising, working with world‑class organisations and achieving exceptional business success outcomes. In this video series, he shares proven insights and practical strategies to help you build a powerful customer service culture and drive lasting business growth.

Ian Grace explains why real estate advertising is fundamentally broken, arguing that the industry undervalues advertising, lacks proper training, and focuses on features instead of buyer benefits. He outlines what bad property ads look like and shows how mastering professional advertising can help agents win more listings and attract the right buyers.

This video reveals why customer surveys are one of the most powerful tools for improving service, building loyalty, and generating new business. Through real-world examples and proven strategies, it shows how consistent feedback programs can strengthen customer relationships, uncover opportunities, and create a true culture of care.

Ian Grace challenges the traditional practice of cold canvassing and explains why it often creates the wrong impression with potential clients. Instead, he shares creative, relationship-focused ideas that help agents become memorable in their local area while building trust, referrals, and long-term business.

This video explores why video testimonials are one of the most powerful and underused marketing tools available to businesses today. Learn how authentic customer videos can build trust, strengthen credibility, and be repurposed across websites, social media, emails, and client communication to generate ongoing business growth.

an Grace reveals a simple but highly effective strategy for winning listings before the presentation even begins. He explains how photo testimonials, pre-listing kits, and strong social proof can build trust instantly and give agents a major advantage over their competition.

Ian Grace shares a clever relationship-building strategy that turns lost listings into future business opportunities. He explains how outstanding follow-up and genuine customer service can help agents stand out from competitors, generate referrals, and build long-term market share.

This video explores one of the most overlooked parts of customer service - the phone experience. From voicemail messages to automated systems and first impressions, it reveals how small changes in the way businesses handle calls can dramatically improve professionalism, trust, and the customer relationship from the very first contact.

Ian Grace explains how real estate agents can build powerful partnerships with local businesses to create ongoing referrals, stronger community presence, and long-term customer loyalty. He shares a simple strategy that helps agents generate exposure, add value for clients, and stand out in their local area - whether they’re brand new or highly established.

Strong guarantees and clear promises set businesses apart by building trust, accountability, and unforgettable customer experiences. This video explores how committing to consistent service standards can transform customer perception and strengthen your brand reputation.

Discover how stronger teamwork between sales and property management can unlock one of the biggest untapped opportunities in real estate. Using a creative real-world example, this video shows how improving internal culture, communication, and collaboration can transform both staff performance and customer service.

Follow Your AI Journey with Kosi as we explore practical ideas, tools, and strategies to help you grow with AI in everyday business and life. Discover how smart systems, better customer experiences, and creative thinking can help you stay ahead with confidence.