In October, we launched our new monthly OpenAgent Awards to celebrate agents from across Australia who are delivering outstanding service and performance. 

Our first round of 25 award winners was selected for their high standards of responsiveness. When a lead comes through, these agents spring to action every time and give the vendor their undivided attention. 

We spoke to three of our first award recipients about how they tackle a fresh lead and what's most important to them when communicating with a potential client. 

Roy Amery on going above and beyond

For Roy Amery, Managing Director at Richardson & Wrench Rooty Hill & Mt Druitt in Sydney, being the first agent to call a lead is critical — not just to beat his competition, but to demonstrate to the vendor that they're priority number one. 

"I think a lot of times agents just don't get back to people in a timely manner," Amery explained, adding that "when you employ an agent, you're paying good money," and that a high level of care and attention should be expected in return. 

His approach is often to set up a face-to-face meeting wherever possible, "because you can build a better rapport," but at a minimum, a free market report and desktop appraisal are followed up with the option of free quotes via his wider network for any work that may need doing to bring the home up to A-grade presentation standards. 

From that point, it's about continually showing the vendor that he's available for whatever they need, whenever they need it. 

"I've had a few buyers live overseas. I'm a bit of a workaholic, and I'll be available to them after midnight if I have to. Because at the end of the day, if it means to get the deal done, I'll do it."

Amery's local knowledge and passion are doubled as a long-time resident of the area. "It's my job to make buyers feel comfortable about the area and tell them how I live here with my family. My mum and dad still live here, and I can honestly tell them it's the right area to buy in."

Anshul Trivedi on commitment and confidence

Anshul Trivedi is OEIC at Milestone West Real Estate in Melbourne, and his approach is much about the short game as it is the long game. 

As soon as a lead comes through from OpenAgent, he'll be picking up the phone within a minute to put his best foot forward ahead of any other agents he's competing against. 

"I try and book a first appraisal before anyone else and go and meet them personally," he said. 

That initial meeting is all about inspiring confidence, delivering a polished rundown of his relevant recent sales in the area, what's currently on the market, what kind of motivated buyers he has in his database, and what selling strategy is likely to net the best result. 

But, when every seller is working on their own unique timeline, being quick to the draw is only one part of the equation. 

In one case, a potential vendor with a tenanted property had been thinking of selling for over two years. Trivedi remained in contact with the out-of-area vendor throughout, and when the time came to take action, he had a comprehensive plan lined up. 

"The property was in bad condition when the tenant moved out. We got all the quotes and organised tradies and handymen to change the carpets and repaint all of the house," he explained. 

By going the extra mile over the course of months and even years, Trivedi's commitment to the vendor resulted in a "very happy" client. 

Dimitri Damianos on taking an open approach

When a vendor is at risk of being overwhelmed by agents, Dimitri Damianos, Sales Consultant and Auctioneer at Buxton Oakleigh in Melbourne, prefers a softer touch. 

"I know that, realistically speaking, when a lead comes through, most agents are going to call that owner straight away. I'm probably a little bit different in my approach," he said. 

While Damianos will typically make that first call within a minute or so, "if I miss it, I'll send a message and say, 'I'm sure you'll be bombarded with a few calls. I'd love to organise a time to chat with you over the phone — when suits?'"

He's careful to find that ideal time for the vendor, respect their boundaries, and take an overall "less salesy" approach to make them feel comfortable. 

Asking questions and listening to a vendor's story is vital for Damianos. "Rather than just going straight into 'when can I come around, I could be there today'," it's a bigger priority to understand their needs and shape the service around that. 

That focus on being open to any and all conversations led to a surprising twist in a recent sale campaign. 

When spontaneously chatting to a homeowner who lived near the vendor, he discovered that they had a relative who was looking to buy. That openness led to another registered bidder at the auction, driving some extra competitive heat and, ultimately, resulting in a great sale price.

Sonia Hancock on the power of timing

Fresh off launching her own agency, Sonia Hancock, Director at Hancock Property Group in Bundaberg, keeps the first-contact play simple and disciplined. 

“Timing is vital… if you’re not the first agent to call, you can’t get that engagement,” she said.

If she misses them, it’s immediately onto text and email to book a time to talk — “follow-up is the key” — so the vendor controls when the call happens rather than fielding a barrage.

The first conversation is about building credibility. She introduces herself as a local “attraction agent”, then anchors the chat to nearby results: “people are generally aware of your profile… we tell them about sales we’ve done near their home and the prices achieved.” That social proof keeps the call short and moves it toward a meeting.

Before she invests time on prep, Hancock runs a decision check: is the owner 100% committed to selling and clear on their next move? If yes, in the current market she pushes a tight pre-listing schedule: declutter and minor touch-ups, then professional photography so day-one presentation is A-grade.

Even with eager buyers and a growing cohort of interested investors, she's wary of making rash off-market deals. 

“We don’t know we’ve got the best price until it is fully marketed… investors are treated the same as owner-occupiers in multi-offer.” In practice, that means a controlled multi-offer process where the best offer wins, not the first.