Last week we counted down the Top 10 Franchise Brokerages of 2015 - but what do elite franchises all have in common?
Last week we counted down the Top 10 Franchise Brokerages of 2015 - but what do elite franchises all have in common?
1. Contacting clients
Evidently, phone remains king when it comes to following up on a lead in these brokerages.
2. Confidence
3. From promising lead to lifetime customer and back again
A selection of Top 10 brokerages’ approaches to the loan-writing process:
a. Mortgage Choice Perth structures its database marketing by month – an information month, informing customers how they could benefit, and then a ‘call to action’ month, prompting them to call the brokerage. Richard Crommelin comments that “as long we keep it relevant, and suiting what customers need, we haven’t off ended anybody, and more has been better.”
b. Winning brokerage Mortgage Choice Glenelg has a single assistant who takes all leads and makes the appointments, deciding which broker they should go to. To help direct customers, they are asked to fill in an enquiry form beforehand. As brokers are on wages, they are more interchangeable, and the workload can be distributed equally.
c. During the application period, the support staff at Mortgage Choice Cheltenham touch base with clients every day. Strangely enough, this policy actually reduces their workload, according to broker Shaun Curtis. “If you don’t contact them, they get nervous and contact the office, and you have the phone ringing all day.” This level of hands-on interaction pays off ; often it’s the support staff who get the thank-you cards from customers.
d. Choice Home Loans Leederville follows the Choice customer care program, where clients are contacted at least twice per year for four years after settlement. This year they’re trying to call every client, says co-owner Marco Meloni: “that’s where we get the best results, when we physically call them – it has a better success rate then email or newsletters.”
4. Diversification strategies
Which services are the most popular?
5. How many services do the top brokerages offer?
Why you should
1. Contacting clients
Evidently, phone remains king when it comes to following up on a lead in these brokerages.
2. Confidence
3. From promising lead to lifetime customer and back again
A selection of Top 10 brokerages’ approaches to the loan-writing process:
a. Mortgage Choice Perth structures its database marketing by month – an information month, informing customers how they could benefit, and then a ‘call to action’ month, prompting them to call the brokerage. Richard Crommelin comments that “as long we keep it relevant, and suiting what customers need, we haven’t off ended anybody, and more has been better.”
b. Winning brokerage Mortgage Choice Glenelg has a single assistant who takes all leads and makes the appointments, deciding which broker they should go to. To help direct customers, they are asked to fill in an enquiry form beforehand. As brokers are on wages, they are more interchangeable, and the workload can be distributed equally.
c. During the application period, the support staff at Mortgage Choice Cheltenham touch base with clients every day. Strangely enough, this policy actually reduces their workload, according to broker Shaun Curtis. “If you don’t contact them, they get nervous and contact the office, and you have the phone ringing all day.” This level of hands-on interaction pays off ; often it’s the support staff who get the thank-you cards from customers.
d. Choice Home Loans Leederville follows the Choice customer care program, where clients are contacted at least twice per year for four years after settlement. This year they’re trying to call every client, says co-owner Marco Meloni: “that’s where we get the best results, when we physically call them – it has a better success rate then email or newsletters.”
4. Diversification strategies
Which services are the most popular?
5. How many services do the top brokerages offer?
Why you should
“As long we keep it relevant, and suiting what customers need, we haven’t off ended anybody, and more has been better. … My ambition is to be the person they call if they do anything financial.”
– Richard Crommelin, Mortgage Choice Perth
Why you shouldn't
“We tend to stick to our strengths and [aim to] be good at what we do. Focus on leverage, and focus on the dollar-generating activities that will generate sales. They’ve got to understand the basics … but there should be a real focus z on sales.”
– Ross Le Quesne, Aussie Parramatta
– Richard Crommelin, Mortgage Choice Perth
Why you shouldn't
“We tend to stick to our strengths and [aim to] be good at what we do. Focus on leverage, and focus on the dollar-generating activities that will generate sales. They’ve got to understand the basics … but there should be a real focus z on sales.”
– Ross Le Quesne, Aussie Parramatta
