We never go to extravagant lengths on this though, as we do not want the client to feel like they need to thank us, it's all on their terms.
We then ask if they have anyone else we can help, as well as if they would be able to post a "shout out" on social media. We appreciate this as we mostly work from happy client referrals, and any confidence that we can build helps greatly.
We stay in touch with reviews, check-ins and social media.
In short, we want to make sure our clients are not treated, or feel like, just another buyer, another number and paycheque.
We want each person to feel like they have been guided through the difficult process with someone who not only knows what they are doing, but also understands them and their income, their passion, and cares for the outcome and long-term prospects of their personal client.
Our clients are assigned an adviser on day one, and this adviser looks after their interests now and in the future.
They become the family contact, the friendly person they can call on at any time and share with their friends in the knowledge they will not be embarrassed further down the line.
If you treat your clients like a commission, you will not do well. Referral business is the best introduction.
This care and attentiveness should be paramount to anyone in the mortgage industry. People can get complacent and forget how big a deal and how important this is for clients looking to buy.
It is not like a car that you can get a small bank loan for, it is the biggest purchase that most people will make in their lives and it is where their family will grow up.
It may even be the place they die, so let's do it right first time.
Austyn Johnson is founder of Mortgages For Actors
