Leadership Who Listens

Why Retention Starts at the Top

When an agent leaves a brokerage, the conversation often turns to commission splits or competing offers. But more often than not, the deeper reason comes down to how suppor

ted they feel—and that starts with leadership.

Agents want to feel seen and understood. They want to know they’re more than just a name on a roster. And while culture and compensation play a role, it’s often the relationship with their broker-owner or manager that determines whether they stay or start exploring other options. A strong leader doesn’t need to be everywhere at once or solve every problem. But they do need to show up in ways that matter.

Support Means Different Things to Different Agents

Some agents are independent and self-sufficient. Others might be new and looking for mentorship. Some are navigating burnout or family changes. Others are eyeing their next stage of growth and wondering if your brokerage can support it.

The key is knowing what each person needs—because support isn’t one-size-fits-all.

We worked with a brokerage that was seeing increased turnover among their newer agents. On the surface, everything looked fine: onboarding was solid, the splits were competitive, and the office environment was friendly. But when leadership paused and asked deeper questions, they discovered that the new agents didn’t feel connected. They weren’t sure where to turn when they needed help, and they didn’t feel confident asking for it. The fix wasn’t dramatic. The broker created monthly mentoring touchpoints, offered informal group check-ins, and carved out time to get to know each agent’s goals. The difference in morale was immediate, and retention followed shortly after. That’s the power of presence.

Listening Is More Than a One-Time Conversation

It’s easy to ask how someone is doing—it’s harder to listen without jumping in or steering the conversation. But real listening builds trust. The strongest brokerages are the ones where agents feel they can speak openly, provide open and honest input, and see their voices reflected in how the business operates. And no, that doesn’t mean saying yes to everything. It means creating space for dialogue and following through with transparency.

Leadership isn’t about having all the answers. It’s about being open, consistent, and willing to grow alongside your team.

Take a Moment to Reflect

When was the last time you sat with one of your agents, without an agenda, just to check in?

Those moments matter more than we think. They foster trust, build relationships, and remind your team that they’re valued. Sometimes, that’s the difference between an agent quietly looking elsewhere and choosing to stay.

At The Real Estate Source, we work with brokerages across Canada to support thoughtful leadership, healthy culture, and strategies that help retain great agents.

If this resonates with you and you’re looking to improve retention in a sustainable way, we’re always open to a conversation.