Ambitious broker offers top tips for customer retention

Mr Karp said it is important to make frequent phone calls to customers.

“I think it’s huge. I think it’s second only to sitting in front of someone, and anyone who says anything different to that is lying to themselves,” he told The Adviser.

“It’s a huge thing because it’s all about the relationship. I don’t want [customers] to feel like I’m ringing up to get something, and if I don’t do it often enough, that’s what they think,” Mr Karp added.

“I know now that if I do it consistently, and if I prepare clients for that when I first see them, it will create a lot more strength.”

Mr Karp said he has written approximately $40 million this financial year, and has set himself a goal of $60 million for the next, which he aims to reach through building on his customer service. 

“That is a very high priority, making more refinements to the client experience as it stands right now,” he said.

“I think I’m about 80 per cent of the way there but there’s still little things that I would like to do to make it better, to create clients or to get them more excited and want to talk to me.”

Mr Karp also said it was important to “do a lot of work on your own personal brand”.

“Make sure your presentation is always right, and make sure you’re consistent with that. I always wear the suit, always look professional. Make sure that your personal brand is paramount.”

For brokers who are new to the industry, Mr Karp offered advice for when business is slow.

“My dad taught me this back when I was in small business with him. He told me, ‘You’ve just got to keep swinging the bat’.

“Sometimes it’s really hard because we have those dark days where we get into a trough and three deals fall over in a row, but I always think of that when it happens to me, because it still happens to me today. Just keep swinging the bat.”