The little one-percenters you can do to wow your clients

by | Jun 30, 2022

Think back to the last time a company impressed you with their customer service. There’s a good chance that, since then, you are now a repeat client and have shared your positive experience with friends, family and colleagues.

By delighting you, the company won your loyalty, boosted its bottom line and got some of the best marketing money can’t buy – a client promoting the brand through positive word of mouth.

Research backs this up, with several studies showing the positive impact of great customer experiences

  • 68% of consumers will pay more for products and services from a brand known to offer good customer service experiences
  • 93% of consumers are likely to make repeat purchases with companies offering excellent customer service
  • 62% of consumers will recommend a brand to a friend if they receive good service

People rightly expect quality service from the companies they spend money with. If they don’t get it, they’ll find another provider.

Three ways to wow your clients

As a mortgage broker, the service you provide is invaluable in helping people with what is likely the largest financial transaction of their lives.

But while customer service isn’t rocket science, it can be tricky to get right.

So what are some of the little one-percenters you can do that will have a big impact on your clients?

Here are three ideas:

1. Set realistic expectations – and never overpromise

Trust is the cornerstone to all great customer experiences. So it’s always better to underpromise and overdeliver, particularly as there are so many moving parts in a finance application. Help your clients feel prepared by breaking down the loan application and settlement process, and setting realistic expectations about how long each stage takes.

2. Get to know your clients – and remember the little details

Taking the time to get to know your clients helps you build a relationship with them. So, actively listen to them, ask the right questions and remember all the little details. Use this information to better understand what drives them so you can anticipate their needs and solve their problems.

3. Be responsive – and communicate regularly (even after the deal has closed)

No client wants to spend their valuable time chasing you for answers. So be responsive to their questions and proactively keep in touch throughout their loan application. Your communications shouldn’t end at settlement, either. Rather, regularly check in with your clients to see how the loan is going and if anything has changed.

As you can see, none of these ideas are rocket science. But don’t underestimate their importance. Because if you patronised a business that kept its promises, actively listened to you and communicated with you in a professional manner, you’d probably keep coming back for more. If you do the same for your clients, they will too.

Want to be a more successful broker? Auctus Coaching will work with you to build the profitable, efficient, scalable business you’ve always dreamed of. Book your discovery call with Christian Paterson today or fill in this online form for more information.

Christian Paterson, Auctus Coaching

Christian Paterson

Director, Head Coach

I love nothing more than helping hardworking brokers to work smarter and enjoy their business while growing an incredibly profitable and efficient operation.