Crystal McKeown – Director, Ray White Te Atatu

How do you define effective leadership, and how has your definition evolved over time?

Over time, my understanding of effective leadership has evolved from focusing primarily on task-oriented management to a deeper appreciation of emotional intelligence and relationship-building. Early on, I might have thought it was about clear direction and decision-making, but over time, I’ve realized that the best leaders are also those who are self-aware, empathetic, and open to feedback.

What strategies do you use to build and inspire a high-performing team?

I believe it’s important to set a clear and shared vision. A team needs to understand not just what they’re doing, but why they’re doing it. When everyone aligns on the big picture, it gives them purpose and direction. This is essential for motivation, especially during the many challenging moments real estate can bring.

Can you share an example of a leadership challenge you faced and how you overcame it?

Managing people older and more experienced than me has been challenging, but I’ve come to see it as an opportunity to build mutual respect and grow together. I make sure to acknowledge and value their expertise while also leveraging my own strengths, like fresh perspectives or an understanding of new industry trends. I approach them as mentors, encourage open feedback, and lead with a balance of humility and confidence. By fostering a collaborative environment where knowledge sharing thrives and focusing on results instead of hierarchies, I’m able to bridge the experience gap and earn their trust as a leader.

How do you balance maintaining authority while fostering collaboration and inclusivity?

I balance authority with collaboration by leading with clarity, confidence, and fairness. I set clear expectations, ensuring everyone understands their roles while fostering a culture where all voices are valued. I make decisions decisively, yet remain approachable and open to input, creating an environment of mutual respect. By focusing on shared goals and leading by example, I maintain authority without stifling inclusivity or innovation.

What is the most challenging obstacle you’ve faced in your career, and how did you navigate it?

The most challenging obstacle I’ve faced in my career was navigating generational differences while working in a family-run real estate business, especially in an industry that’s constantly evolving with technology. Balancing respect for long-standing traditions with the need to adapt to modern tools and strategies often created friction. I overcame this by listening to the wisdom and experience of previous generations while presenting tech-driven innovations in ways that aligned with our shared goals. By demonstrating how technology could enhance—not replace—traditional methods, I built trust, bridged the gap, and positioned our business to thrive in a rapidly changing market.

How do you maintain resilience and focus during periods of uncertainty or failure?

I maintain resilience and focus during periods of uncertainty or failure by embracing a growth mindset and leaning into what I can control. I view setbacks as opportunities to learn, breaking challenges into manageable steps and celebrating small wins along the way. Having a good laugh with friends, colleagues, or family is my secret weapon—it lightens the load and reminds me not to take myself too seriously. Whether it’s a quick call to a trusted friend or finding humor in a tough situation, these moments of connection and levity keep me grounded, motivated, and ready to tackle whatever comes next.

What are your go-to strategies for managing stress and avoiding burnout?

My go-to strategies for managing stress and avoiding burnout center on reconnecting with what truly matters. Spending time with my husband and our three children grounds me and reminds me why I do what I do.

Can you share a time when you turned a significant setback into an opportunity for growth?

A significant setback I turned into an opportunity for growth was when I took over a business with little to no market share. It was a daunting challenge, but instead of seeing it as a failure, I saw it as a chance to reshape and innovate. I focused on identifying untapped opportunities, building a strong brand, and leveraging modern marketing techniques. In just under 18 months, we tripled our market share. While we still have a long way to go, with a strong team that knows the goal and is committed to the vision, I’m confident we’ll get there.

How has your perspective on resilience changed as your career has progressed?

As my career has progressed, my perspective on resilience has evolved significantly. I’ve learned that resilience isn’t about always having the answers or powering through every challenge on my own. It’s about staying flexible, focusing on the bigger picture, and not sweating the small stuff. I’ve come to understand the importance of asking for help when needed—whether from colleagues, mentors, or even family—and embracing the fact that it’s okay not to have all the answers. Resilience now feels more about adaptability, knowing when to lean on others, and maintaining perspective during tough times.

What habits or routines have been instrumental in your personal and professional growth?

I make it a priority to start each day with a clear list of what needs to be done, and the daily emails from Josh Phegan are a great 6am read to kickstart my focus. Time with my family helps me maintain balance and recharge, keeping me grounded. Most importantly, I’ve cultivated the habit of staying adaptable—embracing change and being open to new opportunities as they come. These routines not only keep me organized and motivated but also ensure I stay flexible and focused on both personal and professional growth.

How do you stay motivated and continually strive for improvement in your career?

I stay motivated and continually strive for improvement in my career by keeping a clear vision of the impact I want to have. My common goal is to make my children, family, and friends proud of what I do and the values I uphold. I’m driven by the desire to build a business that not only meets the needs of our clients but leaves them so satisfied that they choose our services again and recommend us to others. This focus on personal legacy and client satisfaction pushes me to keep improving, setting higher standards, and striving for excellence every day.

What advice would you give your younger self when you were just starting out?

I would tell my younger self to listen more—to the people around me, to my clients, and to my own instincts. Stay focused on the bigger picture, even when the daily grind feels overwhelming. And most importantly, remember why you do what you do. Keeping that purpose at the forefront will guide you through the tough moments and keep you motivated during the challenging times. Trust the process, stay patient, and always keep learning and growing.

What role does feedback play in your journey of self-improvement, and how do you approach it?

Feedback means everything to me, whether it’s something I want to hear or not. I approach it with an open mind, always seeking to understand where it’s coming from and how I can use it for self-improvement. When the feedback highlights areas where I can do better, I focus on those as opportunities for growth. On the flip side, when I hear what I’m doing well, I take that as confirmation of the strengths I can continue to build on. I also make it a point to share this feedback with my team and those around me, creating a culture of openness where we can all grow together.