Client Satisfaction: How To Build Lasting Relationships (And Why It Matters For Brokers)

Welcome back to the Broker Focus newsletter from Auctus Coaching. In case you missed the last edition (all about the importance of training and developing your team) you can catch up here.

If you enjoyed it and are back for more, thank you and do let us know if you’d like us to cover anything else in these newsletters, we’d love to hear from you.

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A critical component of long-term business success is client satisfaction. Too many brokers overlook this aspect of business under the false assumption that a loan approved = a happy client. There is SO much more to a happy client than that!

Building lasting relationships with clients is essential for sustainable growth and a thriving brokerage ; and even whether you’re a new broker or one of the seasoned pros, there are lessons to be learnt that can greatly improve your client relationships for even more success.

• Boost client satisfaction
• Leverage your team

Step 1: Boost client satisfaction with these 5 approaches:

1. Personalise Your Service: Tailor your approach to meet the unique needs and preferences of each client wherever you can. Birthday SMSs, cards in the post, a hamper on settlement day all show you’re going the extra mile for them.
2. Communicate Clearly: Maintain open and transparent communication throughout the client journey. Even when there is no update, let them know that.
3. Be Responsive: Quickly address client inquiries and concerns to show that you value their time and business. Remember, a small thing to you might feel huge to your customer.
4. Exceed Expectations: Go above and beyond to deliver exceptional service and create memorable experiences for your clients. Under promise but over deliver.
5. Request Feedback: Regularly ask for feedback and use it to improve your services and address any issues promptly.

Step 2: Get your team on board

Your team is your best marketing tool, if you’re using them in the right way. They play a crucial role in maintaining high client satisfaction and it’s up to you as their leader to show them what you expect..

Here’s how team performance impacts client happiness:

• Consistent Quality: A well-trained and motivated team consistently delivers high-quality service, which builds client trust and loyalty. (If this is a challenge for your broker business, read our last newsletter for inspiration).
• Collaboration and Coordination: Effective teamwork ensures that client needs are met efficiently and without errors.
• Positive Attitude: A positive and professional demeanour from your team enhances the overall client experience.
• Problem-Solving Skills: Empowered teams can swiftly address and resolve client issues, minimising dissatisfaction.

Step 3: Ask, measure, improve

Measuring client satisfaction is essential to understand how well you are meeting client needs and where you can improve. But how can you truly know whether you’re hitting the mark or not? You need to just ask.

Here are some proven methods to measure and enhance client satisfaction that don’t take long to prepare but can reap huge rewards in terms of knowledge you receive:

1. Client Surveys: Regularly conduct surveys to gather client feedback and insights.
2. Net Promoter Score (NPS): Use NPS to gauge client loyalty and likelihood to recommend your services.
3. Client Reviews: Monitor your Google reviews and ratings to identify areas for improvement. Look at the words people use to craft future messages and emails better tailored to their needs and challenges.
4. Follow-Up Calls: Conduct follow-up calls after key interactions to ensure clients are satisfied with your service. This is more time heavy but can really give great insights into why a client chose to work with you, or not.

Once you have the information from clients, how do you use it?

Putting new processes in place or improving existing ones is closing the loop on client satisfaction and is a key piece of the puzzle. Three ways to use the feedback you gather to improve your business include:

• Act on Feedback: Implement changes based on client feedback to show that you value their input.
• Train Your Team: Provide ongoing training to ensure your team can meet and exceed client expectations. Use team meetings as an opportunity to share customer feedback (not in a blame game but purely to improve things).
• Enhance Communication: Regularly update clients on their cases and any changes in processes or policies.

At Auctus, we offer a range of services designed to help you enhance client satisfaction and build lasting relationships, including:

• Team Training Programs: Our training programs focus on customer service excellence and effective communication skills.
• Process Optimisation: We help streamline your processes and optimise your CRM to ensure a smooth and efficient client journey.
• Feedback Systems: We assist in setting up robust feedback systems to regularly capture and act on client insights.

Ensuring high client satisfaction is not just about meeting client needs but exceeding their expectations. By implementing these strategies and leveraging Auctus’ expertise, you can build lasting relationships that drive long-term success for your brokerage.

Ready to elevate your client satisfaction? Contact us today to learn how Auctus Coaching can help you build lasting client relationships and enhance your business performance.