Open All Hours – top tips for Advisers on how to win more clients (without working harder)

Whilst we all know that success comes from hard work (and perhaps a bit of luck) we also know that working smarter is often key too. However, despite this ‘always-on’ digital world that we now live in, it can often seem impossible to switch off without losing an opportunity.  So what if your business could carry on working hard for you, even when you have signed off for the day? With research showing that 85% of shoppers research online before buying* it is imperative that you are ‘open all hours’ for business to win new clients.  Online at least.

Here are our top tips on how to gain more customers, even when you are officially ‘Out of Office’.

Work smarter, not harder

Consumers today look to investigate and research when looking to make any purchase and it is no different with mortgages. With increasingly busy lives, they will typically do their research at a time to suit them – so to capture their interest, you need to ensure your website and your social channels are working even when you aren’t.

By adding interactive information and research tools such as a Mortgage Search plug-in or a Best Buy Table onto your website, users at least have an option to submit an enquiry to you, rather than simply be an uninspired visitor.

Your social channels are also live 24/7 so ensure that they carry on working for you after hours. Take the time to add content that is relevant, current and recent – there are tools, such as Buffer and Hootsuite, to help you schedule social media posts that can be published at times when your potential clients are more likely to be active (and you have switched off for the evening).

 

Get recommended

An influencer engagement survey found that over 90% of consumer’s trust recommendations from friends and family more than any other form of marketing, and 70% said they trusted consumer opinions posted online.

Provide an excellent and honest service that brings results for your clients, and they are far more likely to recommend you to family and friends.

Why not take the plunge and ask your clients to provide written recommendations that you can add to the content on your website or post on social media. These short recommendations will continue to work for you for many months to come and speak volumes about you and your services.

 

Achieve 5-star reviews

As well as recommendations, you could also ask clients to review your services – the trick is to make the process simple and easy to do so. You could send them a follow-up email thanking them for their business and at the same time ask them to provide a review? There are several ways of doing this:

  1. Reviews given on your Google Listing not only appear on your Google Business Page (easy to set up if you don’t have one) but they also appear against your business record in Google searches:

Ask for reviews on your Facebook page if you have one. Look at this recent search for ‘mortgage adviser’ – which one would you select? A customer will probably consider locality and take note of the star rating and may potentially make a choice based on the highest ratings and/or number of reviews.

  1. On receipt of unprompted feedback or thanks from a client, ask if you can publish what they have written. Most people are delighted to see their name and words ‘in print’.

facebook reviews

Prove your brilliance

As good as customer reviews, testimonials and recommendations can be, many potential clients will also be interested in what you have done for other people in similar situations. Including case studies on your website can open your business up to more clients, as you not only tell them how good other people think your service is, but it also helps to explain exactly how you have solved challenges and issues that may have arisen during the process.

You don’t need to use any names in the case studies, just explain clearly and concisely exactly what the problem was or what situation the client came to you with, what you did to get them the best deal and what the successful outcome was. It provides yet more evidence as to why people should choose you as their Adviser.

 

Perfect your pitch

When a potential client does find you, providing them solid advice there and then will help them to conclude that you are the Adviser for them! Show your expertise, share your knowledge and give them all they need to come to an informed decision.

All clients are different, and as you know will have a varied amount of knowledge about the mortgage process and the advice available. So as long as you use your experience to make them feel comfortable talking to you and putting their trust in you, growing your client base should become second nature.

 

Use technology to your advantage

An ever-growing client base requires management and consistency. Taking advantage of technology to store all your client’s data securely and reduce paper-work to a minimum will save time, both for you and for your client.  Your client will expect you to have the latest information at your figure tips to provide information on products relevant to them and their situation, so be ready to do.

Clients will also be relying on your efficiency, and using mortgage technology can enable you to demonstrate that you are indeed very capable, whilst you remain compliant throughout the whole mortgage advice process. It will also save time with limited need for paperwork as your records are largely entered online.

However, with 65% of consumers citing a fear of their personal information being hacked, you need to demonstrate that your clients’ data is both secure and protected – at all times. If you use a secure system such as the Key, not only will you be able to manage the whole sales process compliantly and with little effort, the associated Client Portal will allow both you and your client to securely message and exchange documents. Not forgetting you can now present an online Fact Find form to your client which they can complete at their leisure, and you have no need to re-key the information as it synchs seamlessly back to the Key.

laptop

Get out there!

So now you have set up your website and social channels to showcase your business and handle incoming enquiries (pull marketing), you may still need to get out there and promote yourself (push marketing). It doesn’t take long to craft an email to send to your database of potential customers. Let your prospects know you are open for business, send them your latest review or recommendation and perhaps provide news of a new fixed rate product, not forgetting to highlight your relevant services. With £35bn of mortgage loans expiring in the next 2 months+ there is huge potential to grab a slice of the market.

Spending time on expanding your presence both online and offline holds the key to obtaining more clients – even when you are ‘out of office’.

We do hope these tips will help to ensure your business is ‘Open all Hours’ – without working even harder than you already do.  Good luck!

 

Sources:

+ CACI

*Retailing Today

◊ PwC, Total Retail 2017

A Helping Hand from Mortgage Brain

Everyone likes to feel that there is help and support, but how often do we really receive it?

Here at Mortgage Brain, we’re proud to be able to offer our customers everything they could possibly desire – and beyond! From free webinars, videos, user guides and an online chat service, we’ve created an abundance of support on our Help & Training page to ensure your Mortgage Brain experience is a successful one.

So what exactly do we offer?

Free Webinars
We are dedicated to providing free, weekly webinars for our systems in order to make sure you aware of all the functionality available and can use them to their full potential.

Our webinars are available every week to fit in with your schedule. If you want to learn how to use our systems, our webinars are a vital tool for you. A fantastic 1826 of you participated in webinars across all our products in 2016 – we expect to beat that this year!

Our webinars take place on the following days:

MortgageBrain Classic – Thursday at 10.30-11.10AM BST
MortgageBrain Anywhere – Wednesday at 3.00-3.40PM BST
The Key – Monday at 4.00-4.30PM BST
Mortgage Trading Exchange (MTE) – Monday at 2.00PM-2.20PM BST
LoansBrain – Friday at 11.00-11.15AM BST
ConveyancingBrain – Friday at 10.30AM-10.50AM BST

Help

Online and Offline Support
We know that everyone works differently, that’s why we offer you a variety of different ways to get in touch with us.

For the traditionalists, and for those who prefer to converse verbally, we are always happy to answer your calls on our mobile-friendly number – 0208 665 3200, or for ConveyancingBrain queries, you can get in touch on our dedicated line – 0371 200 6655.

We were delighted to reveal our online chat service in 2016, allowing you to talk to our customer services team via our website. It means you have an alternative way to contact us for support, which may on occasion suit you better than calling our customer services phone line.

Since its launch, our online chat service has helped over 1,480 advisers, which is increasing each month. You can access the service via our website by clicking on the yellow tab in the bottom right-hand corner.

Online chat is available during our normal Customer Services working hours. You are able to email yourself a transcript of your chat, ensuring that you have the details on file should you require them.

We are also on social media and will help in any way we can through Facebook, LinkedIn, and Twitter. Feel free to direct message us at @Mortgage_Brain on Twitter or respond to a tweet and we’ll be happy to assist you.

Training Guides
We are constantly updating and refreshing our guides to make sure you get the most out of each or our systems.

To find the guide you’re looking for, simply visit our website and click on the Help & Training section, choose which product you’d like assistance with, and let the user-friendly guide do the rest!

Our newest guide explains you to use the new secure Client Portal function within the Key and we also recently refreshed our guides for MortgageBrain Classic and MortgageBrain Anywhere too. So make sure you check them out to see if there’s anything you’ve missed!

Emails
We pride ourselves on making regular changes and updates to our systems to ensure they support your needs, the changes in the industry and also regulation. So we send regular emails to all our Mortgage Brain customers so you’re the first to know about any product updates, new functionalities, and any partner events and information we think is important to you.

To make sure that you receive our emails, please contact us at marketing@mortgage-brain.co.uk!

Videos
Finally, our website and YouTube channel are brimming with quick, informative videos which guide you through our systems and make your life that little bit easier.

If you don’t have the time to partake in a webinar but you’re keen to find out how to use our products then watching our short videos is the ideal way to ensure you’re using our systems effectively, and are aware of the functionality available.

There you have it!
All the ways in which we make sure that our customers have everything they need to succeed in their businesses and make the most of our systems can be found on our Help & Training website page.

Whether you sign up to a webinar, watch a quick video, or give us a call, our free help and training will enable you to use your Mortgage Brain systems to their full capacity.