Driving productivity and performance as an industry newcomer

2017 Young Gun of the Year finalist Paddy O'Sullivan puts time aside to regularly evaluate his office's internal processes

Driving productivity and performance as an industry newcomer

Belief and lots of hard work brought Mortgage Choice Nowra franchise owner Paddy O’Sullivan great success despite being new in the industry, earning him a Young Gun of the Year finalist nod in 2017.

His five-person team takes pride in the way they keep clients engaged until primed to do business. “I’m a big believer in making phone calls and having deep conversations,” O’Sullivan told MPA. He’s not just referring to calling settled clients, but also those who have inquired over time. By training and mentoring staff, O’Sullivan gets to find more time for high-value activities and client interactions.

A firm believer of the “you are what you think you are” adage, O’Sullivan and his team close their office thrice a month to conduct a session where they reflect and evaluate their internal processes to determine what their next performance standard should be. They also review their client experience quarterly to explore improvements. “We are critical on how we do things,” O’Sullivan said. “We always take ownership of any issue.”

To drive productivity and performance, O’Sullivan exercises every day and tries to stick to a strict work-life balance that he and his wife established. That includes finishing work early and limiting after-hours appointments to only two nights per week.

Nominations for the 2018 AMAs are now open. To nominate, please click here.