Real Estate, Technology, and Agent Empowerment: Inside Compass with Will Hardy

Between technology, market pressures, and shifting buyer and seller expectations, it’s easy to feel like everything’s moving all at once. But in the middle of all these changes, one thing remains true: agents matter. Similarly, homeowners have choices to make. And, behind the scenes, companies like Compass are working hard to keep us at the center of it all.

In a recent episode of my podcast, I sat down with Will Hardy, the Chief of Staff to Compass CEO Robert Reffkin. Will sees what’s happening inside Compass day to day, and he also understands what agents need on the ground. Our conversation touched on technology, company culture, AI, market challenges, and why giving agents and homeowners real power is the future.

Let me walk you through the biggest takeaways from our talk!

Getting Into Real Estate and Becoming Compass Chief of Staff

Will began his career in finance at Bloomberg in New York. But, it didn’t light him up. He wasn’t excited to get out of bed in the morning—something was missing!

That changed when he found Compass. He joined during the early growth days and worked in a team called Strategic Growth, helping recruit agents to the company.

That’s when he really saw what real estate could be. Over time, he helped open Compass offices in Houston, Jacksonville, and Minneapolis.

Then, in late 2021, he got the call. Robert was looking for a new Chief of Staff!

Today, Will works closely with Robert and helps manage Compass’s relationships with agents, employees, and investors.

Importance of Leveraging Technology and AI in Real Estate

Compass isn’t trying to replace agents with AI. They see technologies are building tools that make our lives easier, help us serve clients better, and save time in the process.

For example, Compass uses an AI that suggests which photo will get the most clicks on a listing. It can also flag clients in your CRM whose homes have increased in value, and it will notice if a buyer starts searching in a different city. You still make the final call, but the AI helps you focus.

However, as useful as AI is, you still need to check its work. For Will, AI is only as good as the information it’s given. And, it should never replace human judgment!

How Company Culture Leads to Agent Success

One of the things I’ve always appreciated about Compass is the people—the energy and the support we offer each other.

Will shared how Robert still personally calls every new principal, agent, and employee who joins. That’s rare in a company of this size.

Compass doesn’t just push tech. It supports connection. It’s human, and that’s what makes it work!

Supporting Homeowner Choice in Marketing Homes

For Will, homeowners should have the right to decide how their home is marketed.

Too often, systems are set up to limit that freedom, whether it’s through MLS policies or other restrictions. However, Compass always pushes for transparency and flexibility.

Sellers should be able to market their homes the way that works for them. And, agents should be the ones helping guide that decision, not enforcing outdated rules.

Challenges and Opportunities in the Industry

Today, we deal with high interest rates, rising tariffs, and all kinds of economic uncertainties. In my 27 years in real estate, I’ve never seen pressure quite like this.

According to Will, mortgage rates hold the key. If rates drop below 6%, we’ll see more buyers re-enter the market. Until then, it’s about riding the wave by staying sharp, staying ready, and doing everything we can to give value to clients.

And, even in all this chaos, there’s opportunity. Innovation, strong leadership, and agent-driven service will win the long game.

Resources for Continuous Learning

If you want to succeed in real estate today, you’ve got to keep learning.

That doesn’t mean reading every book on the shelf, but it does mean using the right tools. Some of the resources to stay informed are:

• Real estate seminars and webinars

• Industry conferences

• Real estate podcasts (like Realizations)

• Books and online courses

Stay curious. Stay open. That’s how we keep getting better!

Want to hear my entire conversation with Will? Listen to the podcast episode! 

Tune Into Realizations for More Exclusive Interviews with Real Estate Leaders!

Will understands what it means to support agents, not just with tech, but with real care and strategy.

If you enjoyed Will’s story and insights, tune into Realizations Podcast. You can listen to more one-on-one conversations with real estate leaders, innovators, and experts who are shaping the future of our industry.

And, are you thinking about buying or selling in the Bay Area? Contact me!

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