What happens when you step into the family business- not with entitlement, but with questions, perspective, and a hunger to grow?

In the latest episode of The Viking Chats, Kristjan Byfield sits down with Ben Moser, Director of Operations at Petermans Estate Agents, Managing Director at Petermans Housing Initiatives, and Volunteer Mentor at Agents Together. It’s a raw and refreshingly honest conversation about finding your place in the property industry, building meaningful relationships with clients, and why culture will always trump ego.

For those in lettings, estate agency or property management, especially leaders building next-generation teams, this episode is a must-listen.

Leadership That Listens

Ben’s journey into estate agency wasn’t automatic. He shares how he questioned the industry before committing to it, and how he earned his stripes through doing the work, not by riding on legacy.

What emerges is a picture of modern leadership: curious, collaborative, and self-aware.

Whether you’re mentoring new hires or planning succession for a family-run firm, Ben’s perspective reminds us that great agents are developed, not appointed.

Beyond Transactions: How Culture Shapes Service

Ben and Kristjan dig into the importance of internal culture. Ben speaks candidly about the early days of being “the boss’s son,” and how trust, honesty and team dynamics helped him find his footing.

It’s a strong case for:

Flat structures that empower staff to lead
Leadership that invites feedback, not fear
Building agency cultures that retain top talent

In the competitive world of lettings and estate agency, culture isn’t a buzzword, it’s a retention strategy, a performance driver, and your client experience in disguise.

Building Better Futures: Ben’s Mission in Social Housing

One of the most compelling parts of the conversation centres on Ben’s commitment to delivering meaningful impact through Petermans Housing Initiatives, his drive to support and expand access to social housing.

He shares powerful insights on:

Why social housing is personal, not just professional
The operational barriers and outdated narratives in the sector
How he plans to use agency experience and infrastructure to deliver long-term housing solutions for vulnerable tenants

For agents and property professionals looking beyond the balance sheet, Ben offers a refreshing and purpose-driven vision for how the private sector can be part of the solution.

Gen Z Clients, Long-Term Thinking & Honest Advice

Ben highlights a noticeable shift in today’s buyers and sellers. Younger clients expect transparency, ethical business practice, and less of the hard sell. For agents and property managers, this means relationship-first service models will outperform transactional tactics every time.

What matters more now?

Responsiveness and clarity
Authenticity over pushiness
Knowledge-sharing, not gatekeeping

These are all areas where well-trained teams using platforms like The Depositary can shine, reducing friction, increasing communication, and streamlining the end-of-tenancy experience for all parties involved.

Dads in Business: Balancing Work, Fatherhood & Identity

In a deeply personal section of the chat, Ben opens up about being a modern dad in a demanding industry. He and Kristjan reflect on:

The evolving expectations of fatherhood
The guilt and pressure that comes with juggling business and parenting
The need for better industry support for working dads

It’s a conversation that rarely makes it into professional discourse, but it should. And here, it’s tackled with honesty, vulnerability and optimism.

What This Means for Industry Leaders

If you're in a leadership or decision-making role, this episode offers plenty to reflect on:

How are you developing the next generation of agency talent?
Are your systems supporting culture, or reinforcing silos?
What space are you creating for new perspectives to challenge and grow your business?
Are you empowering your people to build businesses that serve society, not just shareholders?

At The Depositary, we’re passionate about building tools that support great people, because in the end, it’s the people who power property.

The Viking Chats: The Next Generation Speaks on Culture, Clients & Confidence with Ben Moser