Let's get down to business: Henley estate agency that offers ‘personal service’

JAMES Kilkenny and Jenny Turner launched Kilkenny Turner Team on January 5. James, 47, grew up in Stoke Row and is married to Melissa and has two children, Alex and Isabell. Jenny, 46, is married to Lee and has two children, Lewis and Archie, and a dog called Baxter.

Describe your business:
Kilkenny Turner Team is a bespoke estate agency. We have more than 50 years of combined experience in selling and letting property locally. We cover Henley, Twyford and the surrounding villages.

How many people does it employ?
The two of us on a day-to-day basis. But we have partnered with Harding Green on a self-employed basis and so are supported by its London office and team of more than 70 property professionals.

What did you do before you started this business?
James has nearly 30 years of residential property experience across the Thames Valley, South Ox-fordshire and Berkshire, including senior leadership roles as a branch manager for a leading estate agency.

When did you start your business?
We officially launched the business at the beginning of this year.

What was your objective?
To create a modern, client-focused estate agency that delivers a genuinely personal service that we are proud of.

Who or what influenced you to set up your own business?
More than 50 years of combined experience within the industry highlighted what works well and where clients often feel let down. That insight, combined with encouragement from previous clients, gave us the confidence to do it alone.

What would you do differently if starting again?
We’ve only just started but one regret is not doing it sooner.

How is your business doing?
Early feedback has been very encouraging. We are very pleased with the progress we have made in a relatively short time. We are optimistic about the property market this year.

Do you compare on a regular basis?
Yes, we regularly review performance on a daily, weekly and monthly basis. This helps us stay pro-active rather than reactive. We monitor new instructions, recent sales, price trends and buyer activity.

How do you market your business?
A mix of strong online presence and traditional estate agency. Word of mouth has been exceptionally strong so far.
What’s the best thing about running your own business?
The freedom to always act in our clients’ best interests rather than those of shareholders and the ability to make decisions quickly.

What’s the most challenging aspect?
As a new business, reputation is everything. Ensuring every client receives the same level of care takes focus and discipline.

Where is your business headed?
Our aim is steady, sustainable growth rather than rapid expansion. We want to become a trusted, well-known name locally. Long term, it’s about quality rather than quantity.

How important are online sales?
Online exposure is critical in today’s property market. Buyers expect instant access to high-quality information and imagery. A strong online presence ensures properties reach the widest possible audience quickly and effectively.

Are you using Generative AI to shape your business?
Yes, we are starting to use it to support the marketing, content creation, and efficiency. It helps streamline tasks and frees up time to focus on clients.

Do you have a five-year plan?
Yes, we have a clear vision. While the plan is flexible, the direction is clear. It gives us structure while allowing room to adapt to the market.

How do you have a work-life balance?
It is something we consciously manage rather than perfect. Clear boundaries, planning and making time for family are essential. Working with Harding Green allows far greater control over our time.

Do you set any goals for your business at the start of a new financial year?
Absolutely, we have always set clear, measurable goals. These are reviewed regularly so they are not forgotten.

What’s the most valuable thing you've learned?
That relationships matter more than transactions. Trust, consistency and honesty drive long term success. Clients remember how you make them feel, not just the outcome.

What advice would you offer to anybody starting a business?
Do it. Plan thoroughly but don’t wait for perfection. Most importantly, believe in your value.

What’s the biggest mistake you’ve made?
If anything, it was waiting as long as we did to start our own business. With hindsight, we had the experience, knowledge and confidence earlier than we perhaps realised.

How organised are you?
We run structured systems for clients, properties and communication. That said, we are always refining how we work. Good organisation underpins good service.

What are you most looking forward to in 2026?
Seeing the business fully established within the community. By then, we hope to be known for consistency, professionalism and results. It’s about building something lasting and seeing what we are both truly capable of achieving.

How are you planning for retirement?
By building a sustainable, profitable business that has long-term value. Planning early allows flexibility later.

What three qualities do you think are most important to running a
profitable business?
Resilience, integrity and adaptability.

How do you dress for work each day and is it important?
We dress professionally and appropriately for our clients and appointments. First impressions
matter.

What can’t you do without every day?
Clear communication with clients. Whether by phone, email or in person, so it would have to be our mobile phones.

Lunch at your desk or going out?
Usually lunch at the desk, especially during busy periods. However, stepping out occasionally helps reset and refocus.

Do you continue to study?
Yes, continued learning is extremely important to us as a business. Keeping up to date with legislation, best practice and market changes ensures our clients receive informed, compliant and professional advice at all times.

What do you read?
We read a mix of property market updates, business publications and personal development material. Staying informed helps us advice clients confidently and run the business effectively.

What change would you most like to see in 2026?
Greater transparency and professionalism across the industry. This benefits both clients and agents alike. Further cuts to interest rates would also be welcomed.

Interview by Will Hamilton, intermediary and global marketing consultant, Hamilton Associates