How to deliver exceptional service to your customers daily!
We know that the first rule of a successful relationship is great communication, and it’s no different when it comes to customer service. Loan Market Elite broker Phil Rogers gives us a sneak-peek into the daily strategies he has in place to make each customer experience a positive and memorable one.
“In the six years I’ve been a broker, I have dedicated and continue to dedicate a large portion of my time to innovation within my business.
My passion is customer service and ensuring I can deliver the best possible experience to everyone that I deal with. I understand how vital it is to the business to nurture my relationships with my customers. What distinguishes our business from the rest is our customer service.
We provide a high level of service for the customer by conducting a three-part strategy that helps to alleviate any anxiety from the customer and helps facilitate the settlement process.
The first part of our strategy is the guarantee of a two-day touch point. We understand how nerve-racking it can be waiting for settlement. Our commitment to our client is to be in touch every second day to let them know the latest information we have about their loan, even if there's no news at all.
The second part of our customer service strategy is the appointment of a Personal Relationship Manager. The staff responsible for this role are trained lending specialists who manage each customer’s file from submission to settlement and beyond. We find this method eases the stress for our customers because it means they don't have to deal with a string of different people as they work their way through the process. They can be confident that the person they’re dealing with is someone who understands their unique circumstances, which makes for clear, efficient and reassuring communication.
The third part of the strategy is speed and efficiency. I'm a priority broker with a number of lenders, which means my turnaround times are substantially shorter than other brokers and branches. For instance, where our competition normally provides a 6-10 day turnaround we offer a turnaround within 24 to 48 hours.
We also offer upfront and free of charge valuations for our clients, to ensure the process commences as soon as possible. Where possible we also work closely with the client’s real estate agents and solicitors, ensuring the lines of communication are clear and open.
This focus of service and efficiency has been pivotal in enabling us to double our volumes.”
Phil’s extensive knowledge allows him to identify any gaps in what customers are looking for and fill those gaps accordingly, to not only excel in his job, everyday but also to provide his clients with a unique experience which will have them return.