Susan Zanders talks to CMP about navigating change, building lifelong client relationships and the importance of downtime
CMP: What made you first get into the mortgage broker industry?
Susan Zanders: I got into the industry because I really like working with clients. I was working in real estate prior to becoming a broker, [but] I also had my brokering licence, so I helped a lot of my clients with financing to see what they could qualify for before sending them to a broker. I really liked the whole process; it was really rewarding. It was a nice position to be in to actually help clients achieve their homeownership dreams. I found clients were very thankful and appreciative.
CMP: How would you describe your time in the industry?
SZ: I got into the industry in 1998, and I would describe my career as interesting. There have been lots of changes. I have seen so many ups and downs, but I’ve worked through things and remained patient and tried to grasp everything I could. The learning curve was really steep, but we always try to educate ourselves and learn as much as possible so that we are ready for changes when they happen.
CMP: You’ve achieved a great deal of success in the industry. To what do you attribute that?
SZ: The number-one factor is looking out for our clients – creating a rapport and letting them know that they are special and important to us. We keep clients abreast of what’s going on with their mortgage approval by outlining the stages as they happen. The majority of our clients are referrals and have had less than positive experiences in trying to get a mortgage elsewhere. Our success is mostly down to looking out for our clients and trying to work for them. They are important to us – we want to be their broker for life. We’re always available on the other end of the phone
CMP: Which markets do you focus on, and how has business been for you lately?
SZ: We are based in Maple Ridge, BC, but we focus on a number of markets, including the Comox-Courtenay area, and we have a lot of clients in Northern BC and in Whitehorse and Dawson City, Yukon, so we are quite diversified.
Each region has performed differently. The Comox-Courtenay area was really busy when other areas were quiet because of a shifting in the marketplace. The Whitehorse and Dawson City markets have changed at different paces than the Vancouver market.
Looking at our book of business, our portfolio has grown, and I attribute that mostly to referrals from our clients. We also had a lot of B business throughout the year – that was one of the niche markets we focused on. Business with the private and alternative lenders grew significantly.
CMP: What are your views on the updated B-20 guidelines?
SZ: I think the new rules will have a big impact. After having run the numbers for clients who were thinking of entering the market, many were surprised at how they will be affected by the new rules. I think the Greater Vancouver area will pick up again after a little lull. The market will adjust and carry on, I think.
CMP: What do you get up to in your spare time?
SZ: I think it’s really important to have balance in life, because otherwise you will burn out. It’s that type of business. You need to take a break and come back to the table fresh.
I have an eight-month-old puppy, and she keeps me busy. I am also very much into organic gardening, and I enjoy creating new raw food recipes. Good food and healthy living help to keep you alert in this business. I also have two grandchildren, and I love to spend time with them, too.
