Q&A: A perfect fit

19 January 2022


After a successful two-decade career in the customer service industry, Troy Pinder, General Manager at McGrath Coffs Harbour, Nambucca Heads and Sawtell, decided it was time for a change – and his passion for team development and community involvement found a perfect home in real estate.

How long have you been in the real estate industry?

I started in the industry in December 2018.

Prior to that, I spent almost two decades in operational and corporate roles in the retail customer service industry. My last role brought me to Coffs Harbour. It was only meant to be a three-to-four-year stint, but my wife and I realised how much we loved the area and the community. It’s a great place to bring our young family up. So, we decided to make the change, which involved changing careers.

I’ve always had an interest in real estate and the fact that the industry is trying to change itself and become more professional is really appealing. It’s something I want to be part of.

What do you enjoy most about your role?

Working in an industry where I can cement myself in the community is a real joy. Whether it’s the Surf Life Saving club, coaching my kids’ soccer team or commentating for the BMX club on the weekend, I really love it. I don’t do it for anything in return. I just want to give back to the community, as well as being a hands-on husband and father.

I’m also passionate about developing teams. In our business, everyone who is not already a licensed agent comes in on the Graduate Program and spends two years learning, irrespective of their age or role in the business. For me, it’s about finding talent and nurturing it by bringing people in and building them up from the grassroots level.

“How you set up your day is how you finish your day. Everyone is busy, which is why it’s important to take a moment to slow down and take stock of your day.”

What’s the most important part of your day?

How you set up your day is how you finish your day. Everyone is busy, which is why it’s important to take a moment to slow down and take stock of your day.

We have a team huddle every morning where team members can verbalise their priorities for the day, talk about challenges and ask for help. By verbalising these things, we’re all sharing the load. I may need a hand with a certain task and someone in the team can help out. Likewise, I can offer to jump in to assist where needed.

What’s the highlight of your career so far?

I’m really proud of what our team has achieved and where we’re going as a business. Since I joined McGrath, we’ve doubled both the team and the business itself. This is remarkable given the challenges we’ve faced with the COVID-19 pandemic, but we’ve definitely come out on the other side fitter, stronger and better for it.

And I can’t forget the honour of winning the Operational Leadership category at the 2020 REINSW Awards for Excellence. After only three years in the business, it was really humbling.

What are your goals for the next 12 months?

Now that I’ve completed my qualification and hold a Class 1 Real Estate Licence, I want to step outside my comfort zone and obtain my Auctioneer Accreditation. Becoming an auctioneer will allow me to get even closer to the sales process and, ultimately, auctions are about people, which is what I love.

On a personal level, my goal is to finally start and finish the renovations I’ve been planning for a while!

When you're not at work, how do you like to spend your time?

Everything outdoors. I’m a mountain biker and race enduro events with my kids. I play soccer and coach Oztag. I’m also a patrolling member of the Surf Life Saving club. And I’ve recently taken up ocean swimming. I just love being outdoors and doing things with my family and friends.

My wife and I also like to travel, but that’s obviously been off-the-table recently. We’re keen to get back to it.

What’s the best piece of advice you’ve been given?

Don’t sweat the small stuff. Surround yourself with good people and be solutions-based. No one is perfect and there will be mistakes. But when you do make a mistake, it’s important to own it, work through it and share the solution so others can learn from it.

Want more?