Blog Article

We often talk about the benefits of using technology on our blog. While it is true that digitising the mortgage process can make things quicker and more efficient, there is one key part of the business that cannot be overlooked: the human element. The key to success is finding the right balance between using technology’s benefits while still providing clients with a tailored, personal experience.

This is why we’ve chosen to Iook at 5 different ways you can make your clients feel like VIPs. If you follow these simple steps, you’ll soon find that your clients will start appreciating you even more.

How to improve your client relationships

• Always keep them updated - Nothing worse than leaving a client hanging and wondering what’s going on! This does not imply only returning calls and emails in a reasonable amount of time, it also means keeping them up to date with relevant industry news as well. A stronger relationship can be achieved with Sentry: here clients can login and check for mortgage updates themselves.
• The personal touch - Don’t underestimate the power of simple, kind gestures. Handwriting cards for birthdays - Sentry can remind you of those - or sending flowers if your client is going through a difficult time, show that you care about them not just on a professional, but also on a personal level.
• Active listening - When you actively listen to your clients you create a genuine connection. It not only earns trust and loyalty, it also gives you an opportunity to get to know your clients as people. This way you can check in with them down the road and ask relevant questions, and also find out how they’re doing personally. In case you forget easily, you can always log all the info in the ‘notes’ section on Sentry.
• Trust and honesty - when dealing with mortgages, brokers have a huge responsibility in handling sensitive client information with care. It is always important to be honest with your client, even if it’s something that they don’t want to hear. This is the best way to establish yourself as trustworthy in the eyes of your clients. You can use the tools and graphs on Sentry to show clients their progress or financial summaries - the facts are plain and clear.
• Provide truly exceptional service - when clients see that you’re ready to move mountains for their mortgage, they’ll appreciate you more, and wonder why they haven’t chosen you sooner. Clients want to get their money’s worth, and when you offer great value, they’ll be sure to let their friends and family know that you provide an excellent service - and we all know that word of mouth is still the best marketing tool out there. With Sentry, you can deliver this amazing service without having to give away all your time.