Adam Fiteni believes that if agents create unforgettable experiences for buyers and sellers, it can quickly transform one-off clients into lifelong advocates.
It’s a belief shaped by Adam’s unique journey, from running Melbourne restaurants to leading one of Victoria’s most successful real estate networks, and it continues to guide every decision he makes.
From hospitality to real estate
Before stepping into real estate a decade ago, Adam owned and operated a number of restaurants across Melbourne.
That background cemented his view that success comes down to experiences, not transactions.
“In restaurants, you live and die by repeat business,” Adam says.
“The food matters, but it’s the experience that keeps people coming back. Real estate works exactly the same way.”
Even as CEO, Adam still calls auctions every Saturday, choosing to stay close to the customer experience and lead by example.
Service vs experience
Adam says there’s a clear distinction between service and experience.
Customer Service is answering a buyer’s question promptly.
Customer Experience is guiding them through the journey, explaining the process, checking in, showing care before and after auction, and making them feel valued whether they buy or not.
“Service is reactive and transactional,” Adam says.
“Experience is proactive and emotional. It’s about how people feel at every touchpoint.”
Unlocking growth through connection
One of the greatest opportunities Adam sees is in aligning sales and property management.
“If someone buys or sells with us and has an amazing experience, why would they trust anyone else to manage their property?”
When the client journey is seamless across departments, agencies multiply revenue streams and build clients for life.
Small gestures, big impact
In property management especially, Adam champions proactive communication.
“Don’t just call when there’s a problem, call to share good news, like a happy tenant renewing,” he says.
“Those simple, positive moments create emotional connection and trust.”
These “moments of care” are often what clients remember most.
Lessons from hospitality
Many of the lessons he applies today come from his restaurant days.
“You can forgive an average meal if the service makes you feel special, you’ll give that place another shot,” he believes.
“But if the food is perfect and the service is cold or dismissive? You’ll consider never going back.”
The same thing applies in real estate.
Two agents can sell a home on the very same street, but the one who creates a warmer, more memorable experience is the one people remember, recommend, and return to time and time again.
Advice for new agents
For new agents worried about competing with agents with decades of experience, Adam says you don’t need 20 years in the game to deliver an exceptional experience.
“Listen properly, solve problems, follow through,” he says.
“That can outweigh decades of just going through the motions.”
Focusing on often overlooked buyers can also be a goldmine of future business.
“When you help with no expectation in return, you become their agent before they even need one.”
Building a culture of experience
For Adam, this philosophy extends far beyond individual agents.
It’s about culture.
“It starts with the tone of voice on the first phone call and continues through admin, sales, property management, and marketing,” he says.
“When the whole team is aligned, the experience becomes unforgettable.”
The payoff is higher retention, stronger referrals, and a brand reputation built on trust.
At its core, Adam’s says it comes down to helping people.
“People forget what you said or did, but they’ll never forget how you made them feel,” he says.
