Podcast #8 - The importance of getting your client onboarding experience right

In episode 8 of the Accord Mortgages Growth Series Podcast, Jeremy Duncombe, Director of Intermediary Distribution at Accord Mortgages is joined by Greg Cunnington, Director of Lender Relationships and New Homes at Alexander Hall. Together they discuss the importance of the client onboarding process and how Mortgage Brokers can start to develop a cohesive client onboarding strategy.

Client onboarding is the method of welcoming new clients into a business and introducing them to your various services. A great onboarding strategy means you delight clients and then generate new referrals and is a vital part of developing the client-broker relationship. In Mortgage Broking, first impressions count. With a strong onboarding strategy, your business has the best chance of showing clients why they have made the right choice by choosing you.

In 2018, technology has supplemented real human-broker interaction to streamline the onboarding process. Greg explains how implementing tech like client portals can reduce the amount of friction for clients using your service. However, Greg believes nothing will ever surpass the importance of building strong personal relationships with clients.

Key to an effective onboarding experience is giving the client a thorough understanding of what they can expect from your business and the various options available to them. Greg discusses how a good client onboarding call gathers information about a client's exact scenario and outlines any necessary steps the client needs to take to get the ball rolling.

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The Growth Series is a dedicated resource that aims to help mortgage brokers grow their business using digital and communications marketing techniques. For more hints and tips on how to grow your business, you can sign up to the Growth Series for free, here.

Podcast #8

0.00  - 1.10 Welcome and introduction

1.10 - 24.05  In conversation with Jeremy Duncombe, Director of Intermediary Distribution at Accord Mortgages and Greg Cunnington, Director of Lender Relationships and New Homes at Alexander Hall to discuss the client onboarding process, specifically details such as:

• The importance of leaving a good first impression

• How to implement an onboarding strategy

• Ways that Mortgage Brokers can use technology to streamline the first stage of client-Broker interactions

24.05- 24.50 Outro