Beyond the Deal: Optimizing Borrower Touchpoints
|
December 3, 2024 |
Beyond the Deal: Optimizing Borrower Touchpoints
Struggling to find the "right" topics to call or email borrowers? We’ve got ideas.
As a mortgage broker, your role doesn’t end when the deal is closed. In fact, it’s just the beginning of an ongoing relationship that can shape the success of your business. Staying connected with clients beyond the closing helps you remain a trusted advisor in their financial journey, whether they’re considering refinancing, buying a new property, or recommending your services to friends and family.
At Neighbourhood, we understand the challenges brokers face in maintaining consistent communication with their clients. That’s why we’re sharing insights to help you strengthen your borrower touchpoints and elevate your business.
Why Borrower Touchpoints Matter
Borrowers don’t just need you during the home-buying process; they need a trusted advisor for the long haul. Imagine this: A client you closed a mortgage for three years ago gets curious about refinancing. Who will they call? The broker who’s been quietly in their corner with updates, tips, and genuine interest in their journey—or the one who’s been MIA?
Staying connected lets you:
Build Trust: Regular communication shows you’re reliable and invested in their financial success.
Provide Value: Borrowers don’t just need a broker; they need a resource. Actionable insights—like tips on improving credit scores or staying informed about market trends—can set you apart. For instance, sharing relevant mortgage trends can position you as their go-to expert.
Spark Referrals: According to the National Association of Realtors, 43% of buyers were referred by (or are) a friend, neighbour, or relative, or used an agent they previously worked with to buy or sell a home. Every positive interaction with a borrower is an opportunity to become their first recommendation to others.
What to Talk About
The key to effective borrower touchpoints lies in offering value. Here are some ideas to inspire your conversations:
1. Mortgage Check-Ins: A simple, “Let’s review your mortgage” could uncover opportunities for refinancing, better rates, or debt consolidation.
2. Market Updates: Share relevant trends in the housing market, such as interest rate changes or local real estate developments.
3. Financial Wellness Tips: Offer advice on budgeting, saving, or improving credit scores to help them achieve broader financial goals.
4. Anniversary Notes: Celebrate milestones like the anniversary of their mortgage closing with a personal message.
5. Community Events: Invite them to seminars, workshops, or webinars you’re hosting to keep them engaged.
How Often Should You Connect?
Consistency is key, but so is balance. Too frequent, and you risk overwhelming your clients; too infrequent, and you may lose relevance. Here’s a tried-and-true schedule:
Quarterly Check-Ins: General updates on their mortgage and the market.
Annual Reviews: A more in-depth look at their mortgage and financial situation.
Special Occasions: Send holiday greetings or acknowledgment of personal milestones.
Tools to Simplify Communication
Staying on top of borrower touchpoints doesn’t have to be overwhelming. Leverage these tools to streamline your efforts:
CRM Systems: Many brokerages have their own CRM systems to manage borrower interactions effectively. For those that don't, implementing one is highly recommended—even a simple spreadsheet can help track client interactions, schedule follow-ups, and personalize communication.
Email Automation: Tools like Mailchimp can help you send newsletters, market updates, or event invitations with ease. Segmenting your audience based on factors like loan type, location, or financial goals ensures your messages are relevant and impactful
Social Media: Stay visible by sharing relevant content and engaging with your audience.
At Neighbourhood, we’re committed to supporting brokers in every aspect of their business. By implementing a thoughtful borrower touchpoint strategy, you can create lasting relationships that benefit both you and your clients.
Author Profile
|
|
Marketing Manager at Neighbourhood Holdings |
Jessica Yang is the Marketing Manager at Neighbourhood Holdings, where she leads marketing campaigns and content strategy. As a UBC Media Studies graduate, Jessica also completed BrainStation’s Digital Marketing Program and became a BCFSA-licensed mortgage broker.
Beyond her professional pursuits, Jessica enjoys travelling and documenting her experiences through vlogging, finding inspiration in exploring new cultures and sharing her journey with others.