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Brokers need to strip back service
7 March, 2008
Intermediaries need to go 'back to basics' in order to foster key client relationships, an industry critic has claimed.
Speaking at Mortgage Business Expo Scotland, Dunfermline Building Society's head of business development, Simon Cocker, urged brokers to take a leaf out of lenders' books and implement a follow-up scheme to help client retention.
He singled out research data which showed that only 40 per cent of customers who go back to the same lender will use their original broker to secure the deal.
Cocker advised intermedairies to 'play lenders at their own game' saying: "The broker should make the customer aware that they are not just doing the deal now but they are also there to conduct future deals.
"In this sense, brokers should ensure clients have a regular check-up."
Also revealed at the Expo was the view that the underlying strengths of the Scottish property market would help it outperform the rest of the UK over the course of the year, largely due to a lower exposure to interest-only deals.
David Stubbs, senior economist at the Royal Institution of Chartered Surveyors (RICS) said that the rising culture of home ownership in Scotland would act to further boost the market.