As automation reforms the assessment industry, EA -Reviews Standing up by giving priority to personal relationships to provide first -class service based on the first name. In our conversation with President and founder, Will Eanks, shares how the company combines modern technology with a people-first mindset, which improves efficiency without losing human touch. Based on the origin of his loan and assessment background, explains how strong supplier relationships and clear communication lead to lead times and better results faster while retaining the High-Touch Service EA is known for.
Housing Wire: You have described EA Appraisal as offering ‘first -class service based on the first name’. Why is relationship construction increasingly dominated by automation important and ultimately a competitive advantage? How do you include that in daily operations?
Will Eanks: At EA we believe in the best of both worlds: using AI and automation to stimulate efficiency while we remain rooted in real human connection. Technology helps us to move faster, but people are the core of what we do.
Relationships are important in the mortgage world. That is why we remain personally involved – conversations, answer e -mails and adding thoughtful touches such as handwritten notes. We have AI handled the routine so that we can concentrate on what is personal. It is that mix of innovative technology and authentic connection that builds up trust and feels the good old days.
HW: Your team is proud of knowing appraisers personally before adding them to your panel. What are you looking for in those conversations or interactions – and how does that investment pay for both your customers and your assessment partners in advance?
WE: Absolute. Strong relationships with our appraisers and suppliers are essential for providing excellent service to our customers. That is why we maintain regular contact and build familiar partnerships nationwide. These connections give us a lead, so that we can move faster and fulfill special requests when customers need urgent support.
Unlike many AMCs that depend exclusively on the lowest bidder and risk quality, we focus on experienced, reliable appraisers who do the job well for the first time. Time is money and doing it good.
With almost two decades of experience as an appraiser and a team that mainly consists of colleague appraisers, we bring a deep understanding of industry from both sides of the table. That insight enables us to build meaningful and respectful relationships. We do not appreciate these partnerships alone, we rely on them. Personal connections are not optional; They are an important engine of our long -term success.
HW: Many assessment companies talk about AI and process automation as their primary distinctive factor. How does EA assessment affect a balance between embracing progressive technology and leading with a people-first mindset?
WE: We use all modern technologies to improve efficiency and scale. At the same time, however, we believe in the power of human connection and strive to combine the power of futuristic AI automation with the personal touch of traditional relationship construction. That means picking up the phone, sending e -mails and making contact with people while using automation and AI to make everything more efficient. We want to find a balance and bring together the best of both worlds.
HW: You have an interesting background, both an LO and an appraiser. How does that mix of experience are your approach for supplier management, lead times and customer communication?
WE: As you said, I started as a loan officer in the mortgage world after the university and then I switched to an assessment, eventually I ran my own store and worked with EA, a national AMC. Having experience on both sides – as a lender and an appraiser – gives me a unique advantage. I understand what loan officials need from their assessment partners, and as an appraiser I know how we expect we will be treated by AMCs. This double perspective reinforces both supplier management and customer relationships. I can speak the language of the lender, anticipate their needs and quickly offer practical, informed solutions.
HW: Your company SWAG – especially your hats – has appeared at Coachella and even on Steph Curry. What is interesting is that it is not a novelty, but rather a natural by -product of the way you approach relationships. How does those types of brand stories strengthen your key message about connection and quality?
WE: Of course we are proud of the quality of our work, and that attention to detail extends to our SWAG. The hats are of high quality, well designed and people actually want to wear them.
What was especially cool is that they pop up in places that you would not expect, such as Koe Wetzel who wore one during his set on the main stage at Coachella, or Steph Curry, who rocks one Courtide on the Warriors-Rockets Playoff series last month. These moments were not the result of traditional outreach or sponsorship. They happened organically, thanks to the authentic relationships that we have built up over time, and to innovative partners who understand our brand and want to be part of the story.
We have been intentionally to work with people, whether it is creatives, artists or influencers who share our values and elevate the brand in unique ways. These partners are not transactional. They are employees. They help strengthen the brand in spaces that we may not have reached alone. It is part of what we call “EA in the wild” – seeing our hats and our brand appears in places where our competitors are not, not because we have pushed them there, but because the connections are real.
The authenticity of those relationships and the creativity that our partners bring have brought the brand to places we never thought. It has become a fun, organic side of the company. We get DMs all the time to ask how we can get a hat. It is a distinctive factor. It is memorable.
Whether it is our AMC work, the relationships that we feed or how we use innovative employees, quality and connection are always in the center. Artists and athletes choose to wear our brand is a reflection thereof, and something that I am incredibly proud of.
HW: Looking ahead, what is your vision of EA assessment in the next five to ten years and What is needed to maintain your dedication to High-Touch service while you scale?
WE: Our vision is to continue to grow and scale up with service and skills while retaining strong relationships. That is the whole goal. If we can’t do that, we’ll not pursue it. We are not interested in expansion for ourselves. Growth is only important if it matches our values: working with the right people, maintaining a great culture and providing exceptional service.
We believe that with whom we work matters. Relations come first and we want to enjoy the people we work with, because life is too short to do differently.
So that’s what we do. Our future is about sustainable scales, without jeopardizing the quality of our work or the integrity of our team. And as we grow, we are committed to staying innovative, cooperation partners – who bring new ideas and energy to the table while we remain faithful to our values.
