The Quiet Operator
How to Build a Team That Thrives, Ben Ferrett - The Quiet Operator Season 2 Ep 2
In this episode of The Quiet Operator, Nathan speaks with Ben Ferrett, CEO of Inner Circle Group, about building a property investment business around the client experience, attracting good people, and creating a team where people actually want to perform.From property investment to Inner Circle GroupAfter more than a decade in the property investment industry, Ben decided to build something of his own.Having worked in larger businesses, he saw an opportunity to create a more personal experience for clients. The idea was simple: help people build a property portfolio around their actual financial goals, rather than treating every client the same.As Ben puts it:“Most people don't need one property to solve their financial problems; it really is two or three or arguably four.”Now into its second year, Inner Circle Group takes a hands-on approach to helping clients through the investment process, particularly those buying their first investment property.Keeping the client experience personalOne of the things Ben wanted to avoid was the transactional experience that can come with larger businesses.At Inner Circle Group, clients have a dedicated property strategist who stays with them from the initial conversation through to settlement.The idea is to have one person who knows the client, understands what they're trying to achieve and builds a relationship with them along the way.“We want to make the experience from start to finish really handheld, done properly, great result.”Finding and keeping good peopleNathan and Ben also get into one of the harder parts of running a business: attracting people who are genuinely good at what they do.For Ben, it starts with leadership. People need to know what is expected of them, where the business is heading and that the person leading them actually cares about their development.That means giving people clarity around their role, challenging them with new responsibilities, recognising their wins and building genuine relationships within the team.“If you can do all of that together, you tend to get people who enjoy what they do and want to perform.”Giving people a path to progressCareer progression is another area where Ben takes a fairly practical approach.Rather than waiting for an annual review to talk about performance and development, he believes those conversations should happen regularly.There also needs to be a clear path for people who want to take on more responsibility.For example, becoming a property strategist isn't simply about being good at dealing with clients. Ben believes you need to have actually invested in property yourself.“You have to be a property investor to progress to a strategist role. We can't have someone who's never done it themselves sitting with clients.”It's a good conversation about building a business that doesn't just focus on getting clients through the door, but on what happens after they arrive.
