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Five ways you can better support your clients

Adrian Moloney | 06.07.2020

Whether it’s a buy to let or residential case, the property buying process can be a daunting one. Finding the right broker is therefore a big decision when looking for a mortgage.

So what else can you do?

Here are our five top tips to help you support your clients in the best way you can:

1. Be open to questions

Buying a property is a huge decision. It’s therefore understandable that clients may have a million questions, particularly if they’re a first-time buyer and lack any previous knowledge of the process.

You may wish to develop your own set of FAQs as a guide; these could outline the process, timelines and any other information that your clients want to know or what they can expect.

Being open to all kinds of questions will not only speed up the decision-making process, but will give the client the reassurance they need.

2. Be punctual with emails and calls

We know it can be hard to keep on top of an ever-growing to-do list. It can be frustrating for the client if they’re always waiting for a call that never comes – especially when it was promised.

Make sure that you’re able to speak frequently and provide updates, even if you don’t have a great deal to tell them.

Just let them know that you’re available. Keeping up-to-date with the process and aware of everything that is happening will give them peace of mind.

3. Step away from jargon

For some buyers, it can be a daunting prospect taking out a sizeable loan. It could well be one of the biggest financial decisions of their life – and you can make it easier.

Avoid the jargon and explain everything as clearly as possible, making sure you don’t skip anything important – this includes clearly explaining any fees that will impact your client.

Always be open, honest and transparent, especially with first-time buyers.

4. Client comfort zones may be different

It can be tempting to speed up the application process for a client in order to move on to the next one.

The secret is not to rush them; a client may wish to weigh up their options, and may consult a number of lenders before settling on one they choose.

We advise you to keeping being helpful and patient, yet ready to spring into action when needed. They trust you to act in their best interest, so never put them in a situation where they feel uncomfortable with their choice.

This can have a profound, negative effect on your business. 

5. Share your successes… the right way

It’s important that your clients know they can trust you completely.

Don’t shy away from providing testimonials and reviews of your previous work – this will only support your argument that you can be trusted, and have the experience your client requires.

You can display degrees or certificates in your office or on your website to inforce this.

And don’t forget, if the client feels comfortable with you, they respect your work and believe in your attitude, then you’ll have them on your side from the beginning, ultimately winning their business and even securing referrals to their family and friends.  

Remember that trust is a fundamental part of the lending business, so it pays to do your homework and invest in yourself.

It can take years to build trust with someone, but it can be quickly lost thanks to silly mistakes or a lack of experience.

Follow these steps and you could be opening up the door to more clients.

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