In episode 102 of the Growth Series podcast, Mike Houston, Business Development Manager at Accord Mortgages, speaks to Rob Chart, Mortgage and Protection Advisor at The Finance Planning Group, about client contact strategies and why they are so important.
During the discussion, Mike asks Rob how he makes sure client communications are relevant, and Rob says it’s very important to tailor all communications to each client, as they will all have different expectations, demands and levels of knowledge.
Mike also asks Rob to share specific examples of where this approach has proven beneficial. He says that recent years have been extremely turbulent for mortgage holders, and this has enabled him to reassure clients that he is there to help during bad times, rather than just when they need to have a mortgage review.
Next, the conversation turns to how regular communication contributes to building trust and long-term relationships with clients. Rob states that this approach is extremely important, as it not only allows people to call whenever they need help, but also helps his business keep going and stay in touch with competitors.
Mike and Rob also discuss how technology has played a role in enhancing his ability to stay connected with clients, although Rob insists there is “no magic wand”, and that the priority should be gaining the knowledge and then passing it on to clients.
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