Q. Why did you swap banking for broking?
I’ve worked for several banks and spent most of my time at one of the majors. Then I had my little one and I got to the point where I thought, “I’m just so busy in this major bank, I’m going to look for a smaller institution that gave me a bit more flexibility.”
But the risk appetite was not as great and I was really struggling to fit a lot of the existing customer relationships that I had within the bank’s credit policy. I found that I was starting to turn people away or saying no. I’m a people pleaser, so it was hard to have those conversations.
When I started to find these limitations, I started [realising] I was actually sending clients to other brokers I knew. And I thought, “Hang on – other people can get these loans approved.”
That’s when I thought it was time to build my own brand.
Q. How do you approach lead generation?
About 50 per cent of my clients came through social media. I’ve been extremely lucky, but a lot of it is people recommending me on [group pages] Canberra Notice Board or Canberra Mums.
But it’s dribs and drabs from everywhere. I think that’s what you need to look at; you can’t rely on one referral source because if that referral source goes or they decide not to use you anymore, then you’re stuck.
Q. What tips would you give to a broker balancing new clients and building a new business?
Don’t overwhelm yourself trying to please everyone if it’s at the expense of your own mental health. Try to turn that phone off at 6pm or when you want to finish, so you’re not checking emails and going to bed worrying, which is hard to do because you want to provide great customer service. You need to set those expectations with your clients.
Q. What advice would you give new brokers who are just starting out?
I think you need to sit down and have a really good think on how to approach this and be successful. From there, work out where you’re best to spend time.
I spent a lot of time seeing referral partners that maybe weren’t the right fit for me and for my business. Now I say no and that’s been hard to learn.
And, I think if you’re going to be an expert in one area, you have to get that part right first before you diversify.
