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Broker reaps rewards of customer service focus

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Hannah Dowling 4 minute read

Belinda Caesar, a Buyers Choice broker and business owner, has been growing her business organically for four years. Here, she shares how good customer service has been the driver of her growth.

Having received national recognition at award ceremonies as a young gun delivering high-quality customer service, Ms Caesar has been labelled as a “mortgage therapist” by her clients.

According to Ms Ceasar, her customer service approach is her main point of difference.

“I think it’s the hand-holding approach. I just genuinely care for my clients. I really am invested in their wellbeing and the outcome, and I think that comes across.

“And it think that builds a high level of trust, because they know that I have their best interests at heart.”

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Speaking on The Adviser’s Elite Broker podcast, Ms Caesar revealed that, since starting her own business four years ago under the Buyer’s Choice brand, she has managed to triple her volumes year-on-year without the use of referral partners or any paid marketing material.

“I’ve had clients who have referred me to friends and family who live in different states, also I have had clients who have moved to other states and then started referring me there.”

After moving from Cairns to Melbourne, with a network spanning across Queensland and Victoria, the broker found momentum for her growing business.

“[Because of this,] the way my business has started is quite unconventional, because I actually don’t have any referral partners, and to this day I haven’t done any paid advertising. My business has actually grown through my clients,” Ms Caesar said.

“So, everything is organic, word of mouth, that’s how I get all my business.”

With the combination of an expansive network and the high level of her customer service, the Buyers Choice broker adds that she continued to find enough work organically to keep her busy.

“I’ve got little pockets where I’m the broker in many family circles, and in many kind of workplaces, and obviously it just sort of grows from there. So, wherever my clients are, there’s a little bubble that populates out, so that’s why I’ve got all these little pockets everywhere.”

However, having clients all over the country does come with its challenges, Ms Caesar told The Adviser, particularly given the fact she prioritises face-to-face interactions when servicing her clients.

“I obviously do try and visit them, I do like to see them face-to-face as much as possible. So, I try to split my time and do visits. Otherwise, technology is amazing and you can do a lot [with it].”

While she might not need to invest in paid marketing or referrals, Ms Caesar said that a social media presence, and sending out client newsletters, helps keep her “front of mind” for her clients and repeat customers.

Further, as Ms Caesar estimates that over 50 per cent of her clientele are investors, she facilitates a fortnightly investors group that discusses feasibilities and market changes, which she says encourages strong relationships with her ongoing clients.

“I have built up very strong relationships, especially with some of my clients that are obviously buying properties all the time, so I’m consistently seeing them and building the relationship and keeping front of mind.”

When it comes to tips for best serving customers, Ms Caesar said it’s best to “go with your gut”.

“Some clients have different levels of needs, they have different way that they respond, or prefer and engage.

“So it’s actually about getting to know my client; I like to get to know how I can assist them the most.”

She said some clients might need more touchpoints than others, and a quick “check in” call to see how they are feeling about the process can do wonders.

“So, it’s more about trying to work out from the onset what their comfort level is and how you can best cater to that.”

Find out more about Belinda Caesar and how she runs her brokerage on the Elite Broker podcast

[Related: How this young broker acquired clients all over Australia]

Broker reaps rewards of customer service focus
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Hannah Dowling

Hannah Dowling

Hannah Dowling is a journalist for The Adviser and Mortgage Business.

Prior to joining Momentum Media, Hannah worked as a content producer for a podcast catering to property investors. She also spent six years working in the real estate sector at a local agency. 

Email Hannah at: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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