The Adviser asks the nation's top brokers to share what they do to establish a strong personal relationship with their clients
"First impressions are really important. I have a warm and inviting office environment for our meetings – it’s a bit like the sitting room of your home, with comfy couches and even a chandelier! People immediately feel welcome and it’s easy from there to establish trust and rapport. You have to back up first impressions with great service. The final step is ongoing support and communication. I’m seeking clients for their lifetime. A little TLC goes a long way."
Smartline Personal Mortgage Advisers
"I like to give my new clients my ‘Loan Lady stress house’ [like a stress ball] as soon as I meet them as an icebreaker. The referrer receives a thank you card and scratchie. I am connected to a lot of my clients on Facebook, so I might send gifts if someone is getting engaged, married or if they have had a baby."
The Loan Lady
"What works for me is working for borrowers. We realise that people are embracing IT to communicate, but they still want to talk to real people. It is the people and the quality of our staff that make a big difference. We keep connected to the needs of borrowers by continually listening to their feedback. Being available, responsive and open is what it is all about."
State Custodians Mortgage Company
GIFTS AND GADGETS
"I send my clients a gift/gadget that they will use on a regular basis. They need to be good quality and branded with my business name, logo and web address. These get sent out at the beginning of December with an accompanying personalised letter thanking them for their continued support. I get a lot of positive feedback from clients and they look forward to seeing what I will send them next year."
Directions in Finance
MORTGAGE HEALTH CHECKS
"My firm belief in business is – you get out what you put in. We don’t advertise – our business comes from actively working on a database, and asking clients to refer to us. We have used a CRM for years and believe that this is the key to growing our business. We provide monthly emails, six month follow up calls, annual mortgage health checks and acknowledge clients on their birthday, at Christmas and at any special event such as having a baby."
Pride Mortgage Services
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