Business management veteran Bevon Sinnott shares how to build better personal relationships with your clients.
Bevon Sinnott is the Managing Director of Intercorp Financial Strategies and has over 40 years experience managing businesses and client relationships in Perth and recently shared the below tips on website Top Broker.
What convinces you to buy a product or service? More than the ads and promising benefits, you make a buying decision based on the connection you feel or have for the brand.
This holds true in the broking business as well. As a mortgage broker, you need to be able to make a personal connection with clients before any further engagement. Building a personal relationship is not something to be overlooked as this can influence clients when making a decision.
How do you build trust and gain loyalty?
Talk to the person.
The best and simplest way to get to know a person is to talk to them. Ask questions that will allow your clients to open up and feel comfortable. Probing them a bit more will let you know what they are looking for and gain an understanding of their needs. In return, you can also reveal something personal about yourself to build rapport. Make sure it’s something not too personal and something the person can relate to. This simple exchange of information helps build trust.
Listen intently.
How would you feel if the person you’re talking to is not paying attention?
It is of utmost importance to listen to your clients and not just listen but do it intently. This will make the person feel comfortable and welcome. More importantly, listening to them will make them feel valued. If you listen close enough, you’ll discover certain details from their responses that will enable to provide better service.
Make time for personal meetings.
Although emails and phone calls are quicker and more convenient ways to communicate nowadays, seeing clients face to face is still the best way to make a connection. Meeting clients personally is a great way to start building a relationship. You can save phone calls and emails for follow ups or sending updates.
Maintain good communication.
Communication with clients doesn’t necessarily have to end once you’ve closed a deal or won their trust. It’s good to have constant communication with clients to keep the trust and build loyalty. Follow up on clients and send them an email asking how they are doing. Remember small details from previous conversations and bring them up. You can also send newsletters to keep them updated.
Keep in mind that competition can be tough in the business. You have to make it a point that you make an impact to your clients. Make sure to quickly respond to client inquiries otherwise you’ll likely lose them.
This article originally appeared on Top Broker, a growing online space where tips and strategies are shared by Australia's top mortgage brokers.
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