Simon Pintado, Buxton’s Bentleigh’s Director and Auctioneer, has spent over 16 years immersed in the intricacies of real estate, and says each demographic needs to be met on their level.
“Real estate is all about matching the energy of the person in front of you,” Simon explained.
“Younger clients expect fast, digital communication – think Uber speed. Older generations, on the other hand, value trust, patience, and a thorough, line-by-line explanation of the process.”
Navigating the nuances of generations
Simon is keenly aware of the distinct ways different age groups approach buying and selling. For younger clients, speed and digital accessibility are non-negotiables.
“Younger buyers want everything at their fingertips … fast response times, digital contracts, and seamless communication,” Simon said. “They often look for agents who can provide that instant connection.”
In contrast, older clients gravitate toward a more personal and trust-driven approach. “When dealing with someone older, the conversation is slower and more deliberate. They want to ensure every detail is accounted for. Trust is paramount,” Simon said.
“They’re not just selling a home; they’re securing their future, so it’s a much more sensitive transaction.”
Simon also highlighted how older generations value relationships and familiarity. “They’ll often choose someone they’ve been dealing with for years, even if that agent might not be the best in the area. For them, trust outweighs everything,” he explained.
Building trust and long-term relationships
Simon’s approach to building trust goes beyond single transactions. His focus on creating lasting relationships has been the foundation of his success.
“I’ve always told my clients that I want to be their agent for life,” he said. “Sixteen years in, I’ve sold homes for some clients multiple times and have extended those relationships to their family and friends. It’s a long-term view that pays dividends.”
In his experience, older clients, in particular, appreciate this consistency. “They often rely on word-of-mouth and family referrals. Their trust is built over years, not through online ratings or social media profiles,” Simon said. “It’s about being present, checking in regularly, and understanding their needs.”
Younger clients, particularly first-time buyers, often bring a different energy to the table, one characterised by independence and self-reliance.
“First-time buyers, for instance, tend to keep their cards close to their chest,” he explained. “They’re cautious and often rely on the advice of parents or friends … whereas somebody that’s in the older demographic, if they walk through a home and they love it and they want to buy it, they’ll let you know. They don’t want to miss out.”
This dynamic adds a layer of complexity, as younger buyers frequently juggle a multitude of options and opinions while navigating their decisions. Simon emphasised the importance of understanding their perspective and tailoring communication accordingly, ensuring they feel supported and informed throughout the process.
“It’s a different dynamic, but one that requires just as much attention.”
Expats: a unique clientele
Expats bring their own challenges, blending traits from both younger and older demographics. Simon shared how expats often rely on digital tools and virtual interactions to make property decisions, particularly when buying from overseas.
“I’ve sold homes entirely through video tours, especially during COVID,” he said. “Some expats hire buyer advocates, while others fly in for brief visits to view properties.”
Despite their reliance on technology, expats also appreciate old-school relationship-building. “They trust referrals and repeat business, just like the older demographic,” Simon explained.
“But they’re also heavily influenced by online information, making them a unique blend.”
The impact of technology and AI
Simon acknowledged the transformative role of technology in modern real estate – which has made a big impact in how agents deal with demographics across the board.
“COVID changed everything,” he said. “Before, we’d be working late into the night to meet clients. Now, with video tours and online tools, most of our work happens during the day. It’s streamlined the process but also raised the bar for the quality of digital content.”
AI, in particular, has become a critical tool for agents. “If you’re not using AI, you’re falling behind,” he said. “From automating processes to providing insights, it’s a huge benefit. But it also highlights the importance of the human element. AI might replace some roles, but it can’t replace trust and relationship-building.”
Looking to the future, Simon envisions a more interactive and globally connected real estate market, with technology playing an even larger role. “AI will make it possible for buyers to walk through homes virtually, no matter where they are in the world,” he said.
While he finds this prospect exciting, Simon acknowledges the limitations of digital innovation.
“It’s not the same as physically walking through a property and feeling the space.”
