Deslie Taylor of Mortgage Choice on customer relationships

How this Top 100 broker doubled client referrals over the past six months

Deslie Taylor of Mortgage Choice on customer relationships

The last 12 months have been a tough time for many, but as Deslie Taylor looks back on the year that was, gratitude proves to be the standout. Not only is the Mortgage Choice business owner thankful to be in Australia, where the COVID-19 pandemic hasn’t been as devastating as it has in many other parts of the world, Taylor’s clients have also been thankful – her client referrals almost doubling over the past six months. She told MPA all about the importance of customer relationships and how they have strengthened in 2020.

A powerhouse team

Operating on the Gold Coast, Taylor describes her Mortgage Choice business as a “powerhouse team of ladies” that has grown from just herself to a group of 10 in 13 years.

“We all have the same objective - to give outstanding service,” she said. “Focus on the client and live simply by the motto: treat others the way we would like to be treated.”

The team’s ongoing focus on customer service has resulted in a surge of client referrals in recent months due to government stimulus and the continued strength of the Brisbane and Gold Coast property markets.

Read more: The secret of my COVID success

“Both sales and stock levels have slowed, but there are still plenty of transactions being made,” she said. “The government incentives have definitely helped continue the construction side of home buying for both first home buyers and upgraders.

“We have seen our biggest submission and settlement months during this year due to the demand.”

Changing client relationships

While Taylor always holds client relationships with the highest importance, events of the past year have meant a change in the type of interaction she has with her customers.

“The difference this year has been the degree of education and reassurance people are looking for,” she said. “We have worked hard on delivering specific advice to our clients and prospects on how to financially navigate through the pandemic which has been extremely well received and beneficial for most.”

She added that the trust of her clients is testament to the honesty she has provided over the past 13 years – even though that honest advice can often be what customers don’t want to hear. While acting in the customer’s best interests can sometimes mean having uncomfortable conversations, the client will always thank her for giving her truthful opinion, with the right outcome achieved in the end.

Read next: With borrowers for the long haul

To new brokers she said, “customer service should be the foundation of your values” and added that a good mentor can help with guidance through tough times.

One of just a handful of women who made it into this year’s Top 100, Taylor said she feels extremely thankful to be a part of the cohort and hopes more women will join the ranks in 2021.

“To be recognised among such strong, successful, and inspiring women is a real privilege,” she said.