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Smartline executive director Joe Sirianni says brokers should take the time to get to know their clients, to get the most out of the home-lending process.
“It’s easy to make generalisations and assumptions about people’s needs when it comes to borrowing – such as the belief that busy people don’t want too much information and that’s why they engage a mortgage adviser,” Mr Sirianni said.
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“But it has less to do with what’s going on in their life and more to do with what goes on in their head.”
Mr Sirianni said many factors should be considered when trying to recognise the client’s needs.
He noted personality and work style were important aspects, but it is also valuable to think about how comfortable the client is working with a professional adviser.
“For example, a CEO or director is more likely to be comfortable delegating the entire borrowing process to their mortgage adviser, because that’s what they do every day – entrust others to manage a process for which they have been trained.
“In contrast, a person with a more technical, detail-oriented profession – such as a scientist, engineer or researcher – is perhaps more likely to want a continuous stream of information so they can make decisions along the way.”
[Related: Brokers warned about ‘dangerous and dishonest’ trick]
