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Brokers should call no fewer than eight new clients per week, a leading coach has said.
According to FrontRunner Consulting’s Doug Mathlin, now is the best time to implement a clear prospecting plan for 2014.
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“One of my tips for 2014 would be to call eight to 10 clients per week to understand how they feel about your service, which addresses client care, and to see if they are thinking about buying, selling or refinancing in 2014, which is all about client retention and sales,” Mr Mathlin told The Adviser.
Josh Bartlett of Loan Market agrees that real estate agents need to call clients each week, while a broking company should be speaking with 30 clients per week.
“This doesn’t need to be the broker themselves; they can delegate the responsibility to their support staff,” he explained.
“Part of my processor's job is also customer care. They know the business; they know how to run a broking business; and part of their job will be to contact clients each week.”
According to Mr Mathlin, these calls are important for a broker to stay ‘front of mind’ with their clients.
“Clients don’t expect follow-up calls and value-added services from service providers, so this is an opportunity to really impress them,” he says.
“Also, home loans are not products that people want to think about regularly – if a broker can assist them to pay it off quicker or make the most of the debt structure, clients will be pleased. Brokers are paid a trail to look after the client relationship, so they should do this as a minimum.
“It’s also one of the best lead generation initiatives. From experience, outbound calls result in 100 per cent conversion to a new sale.”
According to the Australian Communications and Media Authority (ACMA), 2014 is a great time to kick-start a telemarketing campaign, but there are certain ways you can assure your reputation reaches a new high at the same time.
“Wash your [CRM] lists against the ‘Do Not Call Register’ every 30 days,” a spokesperson said.
“The register is a living list where people add new numbers and update their details all the time — so this month’s wash might have different results to last month’s.”
To keep potential complaints to a minimum, the ACMA suggests following a few easy rules, including being respectful and keeping each call in line with the industry standard, calling only within the allowable hours and displaying a number that can be called back and which identifies your business.
