The real estate industry faces its most dramatic transformation in decades. From the landmark NAR settlement reshaping commission structures to accelerating technological adoption, professionals must adapt faster than ever before. For Sheila McKenna Olsen, a branch leader managing 71 agents at Coldwell Banker American Homes, these changes echo the many transitions she’s navigated during her remarkable 30-year career.

“When I started, we presented offers face-to-face,” Sheila recalls. “Now we’re navigating digital transformations while maintaining the human touch that makes real estate work.” Her journey from union painter to respected industry leader offers vital insights for today’s professionals facing unprecedented change.

As the Real Estate School of New York State prepares agents for success in this evolving landscape, Sheila’s experiences provide a practical roadmap for not just surviving industry shifts, but thriving through them. Whether you’re a new agent entering the field or a seasoned professional adapting to new requirements, her story illuminates the path forward.

The Evolution of Real Estate Leadership

When Sheila McKenna Olsen transitioned from union painter to real estate agent, face-to-face negotiations and paper contracts were industry standards. Today, as branch leader of Coldwell Banker American Homes’ East Meadow office, she guides 71 agents through a digital transformation while preserving the fundamentals that drive success.

“Fundamentals need to come back,” Sheila emphasizes, reflecting on changes in agent-client interactions. “Even pre-qualifying buyers and helping them understand monthly expenses – things we used to do routinely – have become less common as mortgage brokers take on these roles. We’ve lost some of that direct communication with consumers.”

Yet Sheila’s leadership philosophy embraces necessary evolution. When digital platforms replaced paper files in 2017, she supported resistant agents through the transition. This foresight proved invaluable during COVID-19, as her office seamlessly shifted to remote operations while other agencies scrambled to adapt.

Her approach balances preserving valuable traditions with embracing essential changes: “You bring the commitment and effort, I am with you,” she tells her agents. This mindset has helped her office navigate recent NAR changes affecting commission structures and client relationships, demonstrating how experienced leadership can turn industry disruption into opportunity.

Adapting to Major Industry Shifts

NAR’s recent settlement transformed how agents handle commissions and client relationships. “I think MLS is not doing us any great service,” Sheila observes, highlighting how traditional compensation structures are evolving. “The frustration for agents is they’re educating other agents out there in the industry because they’re just saying ‘you’re paying my fee, the seller’s paying my fee’ – no, you’re on your own two feet.”

Her office adapted quickly by:

• Implementing clear written agreements between agents and clients
• Training agents to articulate their value proposition
• Developing new approaches to compensation discussions
• Establishing transparent communication protocols

Digital transformation accelerated these changes. When Coldwell Banker American Homes introduced digital platforms in 2017, adoption was initially slow. COVID-19 changed everything. “All their whining changed the minute COVID hit,” Sheila notes. “You would think it was the greatest thing in the world that we gave them.”

This pattern of resistance followed by acceptance characterizes how successful agencies navigate change. Sheila’s agents now leverage digital tools while maintaining personal connections: “I get on the phone and break down the thought process of what I believe the new reality is going to be.”

Leading Teams Through Change

“It’s not about me anymore,” Sheila reflects on her transition from agent to leader. “Now I worry about their deals, their health, did their kids make it to school? They’re my family.”

This people-first approach proves crucial when navigating industry changes. Her leadership strategies include:

• Setting clear expectations while providing emotional support
• Offering comprehensive training on new requirements
• Defending agents’ interests in complex situations
• Building trust through consistent communication

Her fierce advocacy for agents stands out. When an agent reported discrimination against Section 8 renters, Sheila immediately confronted the offending broker-owner: “I said, what is wrong with you? I’m going to speak to you now as a manager to an owner – you need to stop. What you’re doing is against fair housing.”

This combination of protection and empowerment helps agents embrace change rather than resist it. “I tell them all the time – stop it, it’s not your monkey. Let’s examine this, let’s look at what you’re going through.”

The results speak for themselves: her office maintains high agent retention while successfully implementing new technologies and adapting to industry shifts. “Once they see the benefit and how it helps them,” Sheila notes, “it’s terrific.”

The Human Element in Modern Real Estate

Despite technological advances, personal connections remain vital. “Face-to-face offer presentations were powerful,” Sheila explains. “Direct communication eliminates ambiguity. We’ve lost some professionalism, not that agents aren’t professional, but we’ve lost control of important transaction details.”

Her office maintains relationship-focused practices by:

• Encouraging personal client meetings when possible
• Training agents in both digital and interpersonal skills
• Building community through office culture
• Supporting charitable initiatives that strengthen local ties

Future-Proofing Real Estate Practices

“We’re more of a visionary,” Sheila says about her office’s approach. “We know where it’s going to go and we’re going to be there with our teams before anyone else.”

Key strategies include:

• Adopting technology ahead of industry demands
• Maintaining cash reserves for market shifts
• Investing in continuous agent education
• Building adaptable business models

Actionable Strategies for Industry Changes

Success in today’s market requires:

• Comprehensive written agreements with clients
• Clear value proposition communication
• Mastery of digital tools
• Strong support networks
• Regular training updates

Sheila emphasizes: “You can’t be a glorified Uber driver – you must be trained enough to bring value to the transaction.”

Preparing for Tomorrow’s Real Estate Industry

The real estate industry’s transformation demands adaptable, well-trained professionals. Sheila McKenna Olsen’s journey shows how combining traditional values with modern practices creates sustainable success in changing markets.

The Real Estate School of New York State builds on these principles, preparing agents for current and future challenges. Call (516) 426-1184 to learn how our programs can help you navigate today’s evolving market with confidence.