According to the International Coach Federation (ICF), “an organisation is only as successful as their clients”. The ICF believe that inspiring your clients is one of the key differentiating factors for any service provider, particularly within the financial services sector. They define client inspiration as offering “insight, direction, advice and solutions to your clients. Identify their overall goals and enable your clients to achieve them with your help. Become a beacon of inspiration among your industry”.
Whilst these are wise words for any aspiring business leader, they are far more challenging to place into practice and then maintain for long periods of time. Inspiration and the flow-on client service excellence requires an abundance of planning, organising, commitment, focus and energy.
Within the mortgage lending sector that Link Mortgage Services (LMS) operate, the importance of demonstrating inspiring outcomes that lead to client service excellence is paramount. There are numerous reasons for this being the case. For example, low barriers to entry and moderate educational requirements enable new entrants into the mortgage lending sector and further crowd the market for what can already be perceived as a complex and emotive experience for clients.
Additionally, with the proliferation of social media and access to mortgage-related advice and information, clients are generally more deeply self-educated prior to discussing their mortgage lending requirements with relevant service providers. These are but a few examples of what is driving the need for strong and comprehensive mortgage lending advice and guidance which is something that LMS continuously works hard to achieve.
One of the best ways to determine how your client service ethos, approach and outcomes are being perceived by your stakeholders is to ask them directly for their perceptions and feedback. According to one key stakeholder external to LMS, Alex Sobolevsky and his team are very dedicated to their clients. This particular stakeholder stated that LMS “understand their business intimately and work very hard for their clients to ensure they get the right outcomes. Dedication to clients really stands out. Not like other brokers who do the transactions and disappear”.
This stakeholder went on to comment that LMS “work hard to maintain the relationship on a longer-term basis, remaining involved with the client and maximising the client experience as much as possible. Whole banking and finance requirements are being looked after. LMS are highly professional, demanding that their clients are serviced correctly. The client doesn’t have to worry about contacting a bank as this is all taken care of by LMS”.
According to the Harvard Business Review’s (HBR) article entitled “Revolutionising customer service”, getting customer interactions right “has never been more important, especially since social media has given unhappy customers a louder voice”. HBR go on to say that it’s critical to “educate employees more generally about what service excellence means. Managers should work hard to persuade employees to commit to a holistic definition of service: creating value for others, outside and within the organisation. Teach them to first appreciate customers’ concerns and only then to act. They should continually ask themselves, who am I going to serve, and what do they need and value most?”.
Forbes website articulates four customer-facing principles that can “set your client service apart”. These principles effectively underpin how LMS aim to service their clients and are defined by Forbes as follows (verbatim):
1. Listen
Listening means getting actionable client feedback, and understanding their needs prior, during and after your transaction. Get to know your clients, as the relationship is a marriage of sorts.
2. Tailor
Tailoring does not mean come up with an entirely different suite of products to satisfy everyone. That is a futile effort. Rather, can you offer a hybrid solution within your resources that better solves the problem at hand for your client? This way, you find solutions for the ever-changing needs of the clients.
3. Deliver and implement
Execution is everything. Once you’ve noted and created the perfect solution for your client, it’s time to act on your plan. Knowing that you can implement the promises laid out is of the utmost importance. It lets people know you are credible in your field and trustworthy when the time comes.
4. Manage and react
As you become involved in the growth of your clients’ businesses, it’s important to note that you should be mostly managing and nurturing their projects as if they were your own.
The team from Link Mortgage Services is committed to being your financial solutions partner. This is evidenced by their market reputation and their passionate client service philosophy. Instead of offering a hasty, one-off service, they believe in fostering relationships that stand the test of time. With a high referral rate and even higher number of clients who return to them time and time again, LMS provide tailored solutions to everyone from first-time property buyers to self-funded retirees, commercial property investors and companies with highly complex financial needs.
Source: Adam Kreuzer, World Media Group (Monday 21st August 2017)
The most commonly asked question we get asked by current and prospective clients of Link Mortgage Services is which type of loan is right for them. Whether they should consider an interest only loan or one which incorporates payment of both interest and principal amount. At Link Mortgage Services, we take great pride and care in understanding your financial and broader life circumstances to ensure that the loan arrangement which you undertake is correctly structured to successfully achieve your lending goals and objectives.

