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Regular efficiency drives have helped a Brisbane broker achieve the highest customer satisfaction ratings in the Aussie Home Loans network.
The Morningside store, which has been owned for 10 years by James Buchanan, topped the Aussie rankings for the 12 months to 31 July 2014.
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Aussie conducts regular surveys that ask existing clients one question: “How likely is it that you would recommend your broker to a friend or colleague?”
Mr Buchanan said Morningside had benefited from a strategy he introduced 18 months ago that focused on eliminating waste in the business rather than just chasing new leads.
“We put a lot of work into building systems which mean we can deliver much quicker responses to customer enquiries and faster approvals for applications,” he told The Adviser.
“We looked at every step of the supply chain and worked out which areas had the most double-ups and the most waste.
“That gave me the confidence to put on a PA. Once that happened, we ended up with 60 per cent growth in 12 months.”
Morningside hired its first assistant about 18 months ago and its second in March, Mr Buchanan said.
He said the franchise was in the midst of another efficiency review and planned to conduct them regularly in the future.
Mr Buchanan told The Adviser that there were two other keys to great customer service: focusing on solutions over commissions and keeping his staff happy.
“To deliver great service, I’ve got to have a good team around me, so there’s a real focus on creating the best possible working environment for my staff,” he said.
That includes flexible working hours for the two PAs, both of whom have children, he said.
[Related: Aussie Home Loans settlements grow 18pc]
