A combination of social media use and engaging events makes for a close and loyal customer base
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Entourage Finance broker Vincent Moore considers himself a strong writer. He has written $40m in loans in the past three years, and has the ability to articulate ideas and communicate his strengths clearly through the written word. His talent has brought him several awards and recognitions, including Broker of Year (specialist lending) finalist at the 2017 Australian Mortgage Awards.
Despite his achievements, Moore admits the mortgage industry is a tough one to crack. Here are his strategies.
Reaching millennials
As a young office (only one person out of ten is over 35) based in inner Melbourne, Entourage serves the millennial market. They do this in two ways. The first is online engagement.
“I don’t know any other mortgage company that uses Instagram as much as we do. Our clients feel as though they’re part of our team because they know everything that happens in our office,” Moore told MPA. Their office is also home to a ridiculously cute dog that clients get to meet.
The second is customer engagement through events, such as lunches celebrating women, footy games, and picnics. “It’s easy to see why we have such a close customer base,” Moore said. But for exceptional customer experience, they send clients a box after a successful settlement. The tailored box usually contains candies, towels, and wine.
Writing more
Moore aims to write $60m-worth of business proposals consistently. While he has written within the $40m to $50m range for over three years, he knows that it’s easy to fall into a rut that many brokers struggle to get out of.
“I believe $60m is a golden number, and once you write over that much, it really pushes you into the elite echelon of brokers,” Moore said. “One hundred million would be the next target, of course!”
He also aims to write more articles and opinion pieces. As the broking industry is being polarised by government scrutiny and negative media coverage, Moore believes using well-written articles that highlight the benefits of brokers are powerful countermeasures to provide clarity.
He will endeavour to dedicate time every fortnight to writing; to find a quiet place and get away from the hustle and bustle of broking. “The ideas and thoughts are in my head. It’s finding time for the words to come out,” Moore said.
