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Many mortgage brokers are not fully utilising all the client information they collect, according to one major bank executive.
Speaking at the recent Connective Conference on the Sunshine Coast, Adrienne Smith, Commonwealth Bank's third party banking state manager for NSW and the ACT, told brokers they are missing out on vital information if they do not mine their data.
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“People share with you things that they don’t share with anyone else; you are privy to information on their finance, personal and work life. This is really interesting information, but what do you do with that?,” she asked the room of brokers.
“How are you adding value to your clients' experience by utilising that information?”
According to Ms Smith, keeping an up to date CRM is of paramount importance.
“The best brokers have a discussion and use that information to create business and service their clients,” she said.
“A client might say ‘x’ is happening in December, but a good broker might say 'let’s give him a call in November to ensure everything is still on track for that big change'.”
Ms Smith’s session at the conference was called “7 Habits of High Achieving Brokers”. Her seven points included customer service, knowledge, referral networks, good support staff, processes and systems, needs analysis and setting client expectations.
