In the fast-paced, results-driven world of commercial real estate, it can be tempting to focus solely on closing the next deal. With commissions on the line and targets to meet, many agents fall into the trap of chasing outcomes at the expense of what really matters — the client’s best interest. But there’s another way to operate in this industry. A better way. One that prioritises relationships, quality, and integrity over shortcuts and quick wins.
At Chapman & Frazer, we believe in doing things “the right way.” That’s not just a slogan — it’s a principle we apply across every aspect of our work. From the first phone call through to post-settlement or lease execution, our clients experience a level of service that stands apart from the transactional approach many have unfortunately come to expect in the sector.
Here’s some examples of our ethos and what doing things “the right way” actually looks like in commercial real estate — and why it matters.
1. After-Sales Support: A Commitment Beyond the Deal
For many agents, the job ends the moment contracts are exchanged or a lease is signed. Their attention quickly shifts to the next deal, the next client, the next opportunity. But for us, that’s just the midpoint of the relationship.
We understand that commercial property transactions don’t end neatly with a handshake. Questions arise, unexpected issues surface, and grey areas from negotiations occasionally need further clarification. Rather than walking away, we stay involved. Whether it’s helping a purchaser understand how a particular building system works or assisting a tenant with a post-lease query, we make sure our clients are supported right through the transition.
This type of after-sales service might sound like a small gesture — but it has a big impact. It provides peace of mind to the client, reinforces the trust built throughout the transaction, and most importantly, ensures they never feel left to fend for themselves.
Contrast that with the all-too-common experience of agents who disappear the moment a deal is signed. It’s not only unprofessional — it’s poor business. When you look after people properly, they come back. They refer others. They become long-term clients. That’s what doing it the right way is all about.
2. Smart Property Management: Saving Time and Money Through Diligence
Commercial property management isn’t just about ticking boxes or reacting to maintenance calls — it’s about being proactive, practical, and efficient. That’s why we apply the same mindset of doing things “the right way” to managing the properties entrusted to us.
Take repairs and maintenance, for example. When a tenant reports an issue, many agencies will reflexively issue a work order and send a tradesperson out — sometimes without fully understanding what the issue is. This reactive approach often results in unnecessary callout fees, wasted time, and frustrated tenants.
We do it differently. We ask questions. We troubleshoot. Sometimes, we’re able to identify a simple fix that avoids the need for a contractor altogether. Other times, our due diligence allows us to provide trades with a more detailed brief, leading to a faster and more cost-effective resolution. Either way, both landlord and tenant benefit — one saves money, the other saves time.
It’s not glamorous, but it’s the kind of detail that builds trust. By managing properties in a thoughtful, informed way, we help owners maximise their returns while giving tenants a better experience. It’s another example of how doing things the right way isn’t just ethical — it’s smart business.
3. Principled Negotiation: Saying No to Bad Deals
Of all the ways we apply our values in commercial real estate, perhaps none is more defining than our approach to negotiations. Put simply, we won’t do a bad deal — not for our clients, not for our reputation, and not for the sake of a commission.
In this industry, it’s not uncommon for agents to encourage a client to accept terms that aren’t quite right, just to keep a deal alive. Maybe it’s a rental rate that’s too low, a lease clause that carries long-term risks, or a sales contract that’s rushed and one-sided. Too often, the motivation behind this advice isn’t the client’s best interest — it’s the agent’s need to get paid.
That’s not how we operate. If a deal doesn’t serve the client, we’ll say so — even if it means walking away. Even if it means not getting paid. Because protecting the client’s position is more important than closing a transaction. And when clients know you’re willing to do that — to stand up for what’s right — the trust that forms is deep and lasting.
Yes, this approach has cost us deals. But it has earned us something far more valuable: long-term relationships, referrals, and a reputation for honesty. That’s what sustainable success looks like in this business.
Why Doing It The Right Way Matters
Some might say that commercial real estate is just business — that what matters most is results. We agree, but with a caveat: results only matter if they’re achieved the right way. Because behind every transaction is a person, a business, a livelihood. And when you treat those things with care and respect, you build more than a client base — you build a legacy.Doing things the right way means taking the time to understand what a client really needs, not just what they say they want. It means staying involved after the ink dries. It means avoiding shortcuts, asking more questions, and offering advice that’s grounded in experience — not self-interest.
It also means holding yourself to a higher standard, even when no one’s watching. Especially when no one’s watching.
In Summary
The commercial real estate industry doesn’t have the best reputation when it comes to ethics, communication, or long-term client care. But it doesn’t have to be that way. By choosing to do things the right way — in sales, leasing, property management, and every client interaction — we not only raise the bar for ourselves, but for the industry as a whole.
And in the long run, that’s what sets great agents apart from the rest.
