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How prioritising relationships pays off for this broker

ruan berger ta

ruan berger ta
Malavika Santhebennur 8 minute read

Strong relationships with clients, staff and referral partners have helped this brokerage grow and succeed.

Speaking to The Adviser’s Elite Broker, Time Home Loans director Ruan Burger said referral partnerships should be treated like relationships, where the people involved connect with each other.

“I think one big rule is they’ve got to like you,” he said, noting his close working relationship with real estate agents.

“They’ve got to like dealing with you, and they’ve got to like you as a person. They’ve got to believe what you put forward. They’ve got to believe that you are there to help their buyer and seller. Most important of everything, at the end of the day, they need to commit to you.

“That happens only because you’ve assisted them on deals and they were the winners through that process, and then the client by default is the winner as well.”

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Mr Burger likened brokers to counsellors, adding that during the coronavirus pandemic, he and his staff have played the role of a counsellor for their real estate agent partners.

He added that he believes brokers need to maintain constant contact with the real estate agents, and other referral partners, to ensure they see the value-add from brokers to their business or their partnership.

“If you don’t keep on talking to them, you just become a distant memory,” Mr Burger said, suggesting that the strength of his referral partnerships had led to strong flows for his team and helped his brokerage grow.

Indeed, Time Home Loans recently appointed broker and former Loan Market state manager Tim Amourous as a broker and a member of its leadership team.

Mr Burger also told Elite Broker that he was able to grow his brokerage by re-examining how they deal with appointments and what choices are available to assist clients in a different type of market.

“With all these moments, there’s always going to come this time to take stock and realise that there’s better things that can come out of it,” he said. 

Tips for new brokers

While the current health and economic environment is filled with uncertainty and can be daunting for brokers newly entering the industry, Mr Burger recommended that new brokers should find a “buddy” and work with someone who can assist them while providing them with the freedom to grow and learn.

He also emphasised the need for brokers to design a clear strategy and a three-year plan, and stay the course.

“[There are] not enough hours in a day to chop and change,” Mr Burger said.

“You’ve got to stick to what you know, and you’ve got to become the best at it. And put your clients and your future staff first.”

Mr Burger concluded by repeating the importance of forming strong relationships with clients and staff and earning their loyalty in order to retain them.

To hear the rest of the podcast with Ruan Burger, click here.

[Related: How this broker has been growing his business during the lockdown period]

How prioritising relationships pays off for this broker
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Malavika Santhebennur

Malavika Santhebennur

Malavika Santhebennur is the features editor on the mortgages titles at Momentum Media.

Before joining the team in 2019, Malavika held roles with Money Management and Benchmark Media. She has been writing about financial services for the past six years.

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