A simple plan

"I don't like to offer too many services. I do not want to spread myself too thin. By concentrating on home loans, I can guarantee each and every client that walks through my door will get the best service possible," he says.

In 2009, he settled an impressive $92 million in loans and hopes to eclipse this record within the calendar year.

"I have already settled more than $60 million [so far this year], so I expect to settle more than $120 million before the year end."

Mr Wotherspoon's volumes place him amongst the industry's peak performers. Even more impressive is his business strategy.

While he does have a referral partnership with an accountant, Mr Wotherspoon confesses that this relationship amounts for "less than 5 per cent of my business".

Repeat business accounts for a chunky 30 per cent, while word-of-mouth referrals make up the rest.

"I find if you provide good quality customer service, you don't need to advertise," he says.

As such, Mr Wotherspoon's company has chosen not to have an online presence at all.

In addition, Mr Wotherspoon also made the decision not to publically brand his store, despite being centrally located on the main street in the Sydney suburb of Maroubra.

There is no branding on his frosted windowed shop front - in fact, the front door doesn't even have a handle, which means customers are obliged to ring the bell for assistance.

"I wanted to create a successful business that relied on word-of-mouth. I wanted each and every new customer to be associated with a previous borrower in one way or another."

And it seems Mr Wotherspoon has managed to achieve just that.

IT'S A RELATIONSHIP THING

By his own admission, business is good - thanks, in large part, to his propensity to go "that extra mile for the customer".

Mr Wotherspoon says good quality customer service will help any broker secure both repeat and referral business.

"You can't touch your clients too many times when they are in the process of buying," he says, adding: "I make sure my clients are completely aware of how their application is progressing."

In addition, Mr Wotherspoon says he also gives each and every one of his 1,000 clients a call on their birthday.

"A text or email is too impersonal - I like to give them a call. I also send my clients a calendar at Christmas as well as a personalised Christmas card."

Mr Wotherspoon puts a new picture of his family on the front of the card, which helps him appear both personable and approachable.

"I know a lot about my clients and so I like to let them know a little bit about me and my family."

But while Christmas cards and birthday calls show he cares, Mr Wotherspoon says it is essential that his clients know he is available at all times.

He makes a point of letting his clients know that he's on call on his mobile at any time, on any day, for any matter.

Mr Wotherspoon says it is important for a broker's client to know that no problem is too trivial and that he's on hand to help.

While going that extra mile for his customers often results in Mr Wotherspoon receiving the occasional weekend phone call, he says it is worth it if you can build the trust and respect of your clients.

"Luckily, I have a very understanding wife who can see that I love my job and I love helping people into their dream home," he says.

But Mr Wotherspoon offers a lot more than excellent customer service.

He also offers a wealth of knowledge based on his broking experience.

A broker since 2003, Mr Wotherspoon first entered the financial services arena in 1991, where he was the eastern suburbs sales manager for Colonial State Bank.

Following his time at Colonial, Mr Wotherspoon moved into a similar role at CBA, before opening his mortgage broking firm.

"I wanted to be my own boss and I wanted to be able to help clients meet their financial needs," he says.

His time at both Colonial State Bank and CBA gave Mr Wotherspoon invaluable industry knowledge.

Today, Mr Wotherspoon uses his experience to ensure his clients are matched with the most suitable home loan.

With years of inside knowledge under his belt he knows exactly what a bank requires to pass a loan.

This means his clients don't have to wait longer than necessary for approval.

A SPECIAL TOUCH

"I use my industry knowledge to get every loan over the line - first time, every time," he says.

Core Mortgage Brokers has built a very strong relationship with its lenders. In particular, Core Mortgage Brokers has a strong relationship with NAB Broker, which Mr Wotherspoon says provides excellent broker support.

Mr Wotherspoon believes that NAB has made significant inroads over the last few months and continues to establish its position as the bank of choice for brokers.

"I have always enjoyed speedy service from NAB Broker," he says.

"I think that's really down to the quality of loan you put up.

"NAB Broker respects and rewards those who put up top quality loan applications time after time."

Mr Wotherspoon says his relationship with NAB has helped his business to grow and prosper over the last seven years and will continue to play an important part of his business proposition.

"While our customers come to us in the knowledge that we are not affiliated with one particular bank, they take solace in the fact that we do have such a strong relationship with NAB.

"It ultimately means the finance process is quick and without fuss."

NAME: Peter Wotherspoon

COMPANY: Core Mortgage Brokers

YEARS IN BROKING: 7

SETTLEMENTS: $80 to $90 million a year

HIGHEST YEARLY SETTLEMENTS: $92 million in 2009

WORK HISTORY

Mr Wotherspoon has worked in the financial services industry since 1991. His first job within the industry was with Colonial State Bank where he was responsible for organising the sales team. Following his time at Colonial, Mr Wotherspoon accepted a job leading a sales team at CBA.

Why the change: "I wanted to be my own boss and tackle a new challenge head on," Mr Wotherspoon says. In addition, he says he wanted to be able to get his clients the best possible deal and product to suit their financial needs. "I no longer wanted to give my clients excuses as to why I couldn't find them a better deal. I wanted to find them the best product first time, every time. I wanted to deliver unparalleled quality customer service that my clients would remember and enjoy," he says. And deliver he did. Today, Mr Wotherspoon offers his clients a pure broking service that is guaranteed to meet their mortgage needs and make the whole home buying experience enjoyable.

FUTURE GOALS

"I would like to grow the business and bring on more loan writers in the future," he says. Currently, Mr Wotherspoon is the only writer on staff; however, he would like to change this over the short to medium term. But while he aims to bring on more staff to manage, Mr Wotherspoon admits he is not prepared to step away from loan writing to focus on the managerial side of the business. Far from it. He says writing loans and helping people into their dream home is a passion of his and something he never wants to let go of.

"I enjoy what I do far too much to step away from it now or in the future," he says.

WORDS OF WISDOM

"You can't touch your clients too many times when they are in the process of buying," he says. "I like to keep my clients well informed. If we are heading towards unconditional, I give them a call each day to let them know where the process is up to. You cannot contact your client too much. Buying a house is a stressful time, I understand and appreciate that. And, if I can help ease that stress by giving them a call and letting them know exactly where everything is at, then I am more than happy to do that."