How To Build Stronger Client Relationships

For many mortgage brokers, most business comes from repeat business and referrals. This is why it is so important to nurture and build healthy relationships with clients. Because after all, relationships are a key part of that trust equation.

But how does one go about doing this? Well here are 8 simple tips to help you on your way. Key Takeaways

• Seek to understand first of all, then be understood

• Prioritise regular updates

• Focus on Education

• Be you

• Involve your clients in your content

• Train your staff for consistency

• Invest some time to make this happen

• Don't forget to say thank you

1. Seek First To Understand, Then Be Understood

We all know that the world has changed a lot since 2020. So, a good starting point is to fully understand what your clients are up to these days and how their circumstances may have changed:

·        Are they still in the same job?

·        Do they work from home, and is this more isolating for them?

·        How do they prefer to get updates from you?

Listening to and understanding clients shows that you care. Listening is the most important form of communication so it should be the start of a relationship building regime.

2. Priortise Regular Updates Keeping in touch regularly helps keep you front of mind. Decide on a frequent basis that suits you and them; don’t commit to a weekly newsletter that you can’t maintain.

3. Focus on Education Brokers often say, “but I don’t know what to communicate”. The answer is to give clients relevant information – updates and your thoughts about the fast changing mortgage market. Reinforce your expertise by sharing content that is aimed at educating and helping – be their source of truth and not other online platforms.

When communicating, you are just taking one step at a time to enhance relationships. Don’t force it, so always ask these questions:

 “will this message add value to my clients?”

“is there enough context to this message, or is it out of the blue?”

“will this message help reinforce our relationship?”

4. Be You Oscar Wilde said, “Be yourself, everyone else is taken”.And it is so true when trying to build relationships. In a world where AI is overtaking our lives, clients want human interaction. And they want the human that is you.

Don’t try and pretend to be something you are not. Be genuine, be authentic. Be yourself. Tell those stories of why you became a broker. Tell those success stories AND where things went wrong, as this show you are genuine.

Include your photo on emails and your website.

Write how you speak, not how AI writes for you.

5. Involve Your Clients

You should certainly be asking clients if you can quote them in testimonials and share their mortgage story. But in addition, ask clients this “what do you think?” This is a powerful question. So if you are updating your website, speak to some clients and ask them that question before going live.

Do the same about your social media activity or ask them about what educational content would help them. Involving clients builds relationships.

6. Train Your Staff

I am sure you have had lots of experiences with organistions where it feels like the person you are talking to does not care about you. Having a client centric approach to relationship building must be part of your culture. If you have a team, make sure they understand and are aligned with this. Or your hard work can be undone.

Ensure that your staff know who your clients are – especially those favourite ones.

7.Invest A Little Time

Make the time to build client relationships. Not only does it increase the chances of repeat business, but it also helps get more referrals.

However, strong relationships aren't built overnight. Put time aside to do this. Schedule regular check-ins and catch up with clients and be proactive – don’t wait until their fixed rate is due to expire.

I know time is a challenge, and that is where AI and technology can really help free up your time to build client relationships.

8. Say “Thank You”

With every case that comes your way, regardless of whether it completes, say thank you. For every new client that has been recommended to you, say thank you to that client that gave the recommendation.