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The personal touch is crucial with clients, says Smith


Advisers should contact clients at key times in order to be at the forefront of their minds when their circumstances change

In completing a mortgage, brokers play a pivotal role in one of the most important events in a person’s life. At the same time, however, they have saddled that person with the biggest debt of their life.

With this in mind, the role of a broker does not end when the mortgage is finalised.

Advisers must not assume a client will pick up the phone to them if their personal circumstances change. Instead, they need to be in continued communication to ensure that, when change does happen, they are at the forefront of the client’s mind.

That said, a comfortable balance of keeping in touch while not overloading the client with information is vital.

It is important to remember some key touchpoints for contacting clients, such as when:

  • Their general insurance expires
  • Their mortgage is up for renewal
  • Anything mortgage related is frequently in the press
  • You get access to exclusive financial products
  • They have children
  • They move home
  • It is their birthday
  • It is Christmas

These touchpoints are particularly important today because there are real opportunities for brokers to help borrowers review their current deal and save money each month.

What is more, research shows that almost 60 per cent of housing transactions occur because of a change to personal circumstances. Whether that is a new job, a divorce or something else entirely, brokers need to be aware of such changes to their clients’ lives, especially when recommending a new fixed term.

By sticking close to these touchpoints, they will put themselves in the best position to help their clients.

Toni Smith is sales operations director at First Complete and Pink



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  • Mark Dryden 4th April 2017 at 9:47 am

    Regular / automated marketing can be a real solution here – certainly, we’ve found that companies even sending regular newsletters significantly increase their retention rates. For example, following up a review before a deal end date makes sense, but if you haven’t been in regular contact for the last 2, 3 or 5 years, what relationship have you got?