The Successful Adviser by James McCracken

As we all know, time is arguably the most precious commodity for every mortgage broker. In this podcast with gun loan administrator turned business owner, Mandy Love, we look at the importance of having the right people in the right seats to help deliver an efficient, referable and repeatable service to grow a broking practice. Having personally seen Mandy make a significant contribution to the growth of one of our broking clients, she is all too familiar with how to help brokers ensure their focus is on income producing activities that contribute to their financial and quality of life goals and getting everything else off their plate. It's with this mantra in mind Mandy mustered the courage to pursue her dream of opening a loan processing service so she can positively impact more brokers and see them grow their practice by delivering better and quicker client outcomes. Mandy discusses common challenges inherent with many brokers and how to address them to actually enjoy the success and prosperity they are working hard for. If you'd like to reach out to Mandy, visit Mandy's LinkedIn profile or go to: Website: landmarkloansupport.com.au Email: info@landmarkloansupport.com.au   

From police officer to high performing mortgage broker mortgage, Travis Carruthers is on a mission to impact more brokers, consumers and staff for the better.   Most brokers who settle in excess of $100M per annum are usually looking to grow either their back end to pump through more volumes, or  build out the broking team so they can grow with and through others.   For Travis, it's a combination of both, in addition to running a sub aggregation group and providing a consulting service where he implements a version of his own processes into other broking practices.   With a passion for seeing people do better, Travis aims to provide exemplary client service standards and cultivate a team in culture where his staff are expected to come up with ideas and innovations that contribute towards the ongoing growth and optimization of the business.   Arguably not an easy thing to do, which is perhaps the exact reason why Travis is doing it because as he says he gets bored staying in his comfort zone and wants to be comfortable with remaining uncomfortable.   If you'd like to connect with Travis, you can reach him:   ·      Via Travis' LinkedIn profile ·      Through VMBS, his mortgage broking service, or; ·      VTEK Solutions, his consultancy service for brokers

To do more deals, you need to have more clients in your practice. Improving client retention is the easiest and most cost-efficient way to make this happen.  Many brokers spend a lot of energy and money on new client acquisition. The idea behind this mentality is simple: You can grow your mortgage broking practice faster if you have more clients. However, some brokers deprioritise how to retain their current clients. Why? Partly because ‘new money' is more appealing than existing money.  A new client expects a quick response.  An existing client might patiently wait for weeks or longer for the broker to come back to them.  It's not ideal, but sometimes, when you've got conflicting priorities and limited resources, you've got to pick your battles, right? Equally, if you believe your book will experience run-off, there's a constant focus on replenishing what's being lost at the other end. This mentality can get exhausting and limit your practice's growth.  Having a clearly defined client-retention strategy can minimise run-off and support your goal of growing your book & your trail income. So, it pays to take a closer look at your churn rate and figure out how to reduce it.  To find ways to get this done, I had a chat with Adam Grocke. Adam is the CEO of Sherlok, an online platform that helps businesses retain more clients. And in this article, I'll share with you the insights he has when it comes to retaining more clients. Let's kick things off by addressing the elephant in the room.  Why Do Mortgage Brokers Lose Clients? Several years ago, Adam discovered that the larger his book became, the loans that had been on his book longer had a higher propensity to churn.  He investigated the matter and he found two major reasons why this was happening. Based on his personal experience, client care programs such as birthday cards, anniversary messages, etc, were no longer effective in retaining clients. They weren't as potent as they used to be.   And the primary catalyst for churn was that after several years, some clients become dissatisfied with a lack of ongoing service and felt they could get a better rate but wouldn't necessarily return to the same broker.   As they say, out of sight, out of mind.So, they start researching their options, invariably ask a friend or family member for a recommendation to a broker, and once they refinance, the loan drops off the original broker's book. And just like that, they're gone.  Retain Clients With Structure & Strategy  For Adam, client retention starts with being proactive. This means retaining and growing your book (and asset value) by having a plan. For full disclosure, Adam is the founder of Sherlok, which is a broker-specific software solution designed to help brokers proactively support clients in terms of repricing and retention.  I recently interviewed Adam as a guest on our podcast, which you can check out here.  In the meantime, I'm going go to suggest some structural and strategic actions you can take to support your clients ongoing. The benefit being that instead of being reactive, constantly putting out fires or doing ‘unplanned maintenance', the idea being that you have a more collaborative & predictable relationship with clients ongoing.   Think forward: When delivering your advice or loan recommendations, let the client know that a function of the service is the ongoing access to you and your support Book the task.  If you've put them on a fixed rate, set a task 90 days before expiry to reach out to them.  Most CRM's will have the feature available Reprice.  Some brokers will proactively reprice their clients and offer the good news after they've delivered the result.  If you plan to do this, tools like Sherlok are fit for purpose Reach out.  Despite opinions to the contrary, most people welcome a proactive call designed to look after their wellbeing.  Not all calls will result in a refinance, and occasionally, might result in ‘running some numbers', though compared to losing the client off the book, arguably, it;s a worthwhile component of delivering value that reminds them of why they choose to re-engage your help.  As your book matures, invariably, the role of repricing and even reaching out may be delegated to a client service manager or a firm with specialist phone skills. We know that over the next 3 years, $500 billion worth of home loans will be expiring from the ultra-low fixed rates - which presents both a risk and an opportunity. The more structure you introduce into your service deliver - from the initial consultation to the ongoing relationship, the easier it will be for clients to return to you, to remark about your service and invariable, earn more referrals. It's Time to Stop Losing Clients Virtually all brokers invest effort into attracting new clients into their practice.  That's because getting new clients brings an upfront and grows the trail.   When combined with a clear, purposeful and effective retention strategy, you will invariably see your book grow and increase your asset value in the process. 

Having interviewed over 160 podcast guests and had extraordinary conversations with many incredible people, it's a big call to say this is the most important podcast I've done, particularly since it has nothing to do with broking. It does however have everything to do with how and why we perform and function in the world the way we do through our unconscious biases. It was spurred on by some friends of mine, females, who have had vastly different experiences of people whom I'd refer to as ‘good blokes'. And knowing my friends were having these experiences, the more important I felt it was to unveil why we, like people, have unconscious biases that influence our behaviours, decisions and actions. On occasions, these biases contribute to our growth and well-being, and at times, can dimmish our capacity to be the best version of ourselves. To help piece things together and provide some perspective around this, I asked a friend of mine and one of Australia's leading authorities on unconscious bias, Wendy Lundgaard to share her knowledge and insights. I'll be the first to raise my hand and there's still a long way journey ahead of me in terms of building more awareness around my biases, and I hope this conversation provides you with further insights to assist you in your professional and personal well-being.  

Operating a broking practice can be challenging, especially if you're just starting out. It's even more so if you used to work as an employee in one. Transitioning from employee to owner can be tricky… but not impossible.  Keith Caine joins me for this episode of The Successful Adviser. He moved from England after the 2008 recession to build a life in Australia. He joined Mortgage Choice and worked his way up. But today, he runs the firm.  Keith shares his story of how he started from scratch and went on to become one of the top brokers in Australia. It's an inspiring journey with lots of insights for all mortgage brokers.  The key questions: How can mortgage broking business owners deal with imposter syndrome? (16:00)  How can you transition from employee to owner of a mortgage broking business? (18:31) What is the highest form of leadership? (22:52) How can you engage better with staff and create a high-performing work environment? (25:30) What you'll discover: The inspiring story of how Keith kick-started his mortgage broking career in Australia (4:19) The primary motivation of most employees (12:07)  The mentality Keith used to smoothen his transition from being someone's colleague to being their boss (14:06)  The objectives Keith focused on that sustained the growth of his mortgage broking business(20:40)  

The sole operator mentality can only take mortgage brokers so far. At some point, brokers will need to delegate key responsibilities to their team members. This will allow them to focus on the strategic and operational decisions and actions that keep their broking practices moving forward.  Marissa Schulze, the director of Rise High Financial Solutions, joins me for this episode of The Successful Adviser. She and I discuss common growing pains and how she grew from a practice of one to a thriving practice of more than 30 team members.  Tune in to discover how to maintain a cohesive working culture and how to maintain a great client experience as your practice expands.   The Key Questions: Why do many mortgage brokers hesitate to hire more staff? (9:17) How do you know when you should hire an additional team member? (11:13) How do you maintain a great company culture while growing your team? (20:30) How can you maintain a great client experience after leaving the trenches? (26:03) What You'll Discover: How Marissa achieves work-life balance as a mother of two (7:29) Hiring employees vs. subcontractors (12:51) Marissa's approach to team-building exercises and events (23:04) The importance of trust in broker-client relationships (29:23)

There's been a subtle paradigm shift in the mortgage broking industry in recent years. More and more brokers are embracing the idea of being a broker AND a business owner. It's no longer about being a one-man-band. Instead, it's all about structure and substance – building a team and growing a business.  Anthony Landahl of Equilibria Finance sat down with me for this episode of The Successful Adviser.  We discussed how brokers can best equip themselves and their businesses for this ongoing transition. Brand-building, hiring, systemising… There are many practical insights for the industry leaders of tomorrow.   The Key Questions: Why is it crucial to define your business' value proposition? (7:52) How can you think of your business as an asset? (14:32) What is the key to growing a mortgage broking business? (19:23) What's the best way to incorporate automation tools? (21:18)    What You'll Discover: How Anthony capitalised on his business management background as a broker (2:17) The roadblocks Anthony faced in getting his mortgage broking business off the ground (6:37) The ongoing paradigm shift within the mortgage broking industry (15:53) How Equilibria Finance's systems and processes evolved over time (18:11)

Should you earn 90% commission as an independent broker or base salary + 40% as a PAYG broker? The numbers might suggest that the answer is obvious.  However, just like loans, there are different scenarios and different wants and needs that might influence what is the right structure for each person.   Being an employed broker can be a fantastic opportunity to build a long-term career, build confidence, and be well paid by doing the technical aspects of the role that most brokers seem to enjoy.   Craig Vaughan, the co-founder of BrokerEngine, joins me for this episode of The Successful Adviser. We discuss nuances of the skills that brokers need to succeed and we explore how to find the right balance between personal aspiration and professional capacity.   The Key Questions: Should you try to convert friends and family into clients? (9:02) How do you identify your niche? (9:54) How can brokers prioritise effectively? (20:43) How do brokers find the right balance between being a broker and a business owner? (25:02) What You'll Discover: The cost-benefit analysis of being an employed broker vs. an independent broker (7:27) How Craig got into software development for mortgage brokers (12:18) The challenges Craig faced in hiring and managing other brokers (23:37) Craig's two software recommendations for brokers (26:54)

When it comes to the attributes of successful brokers, often, it can be easy to focus solely on those most visible, like great process, capable staff, high-quality client base, etc. A less obvious, yet powerful aspect that influences consistent and ongoing success is how we see the opportunities around us.  Is there an abundance, or are they scarce? Over the years, I have noticed some brokers develop a scarcity mindset.  Perhaps this is influenced by the number of brokers and seeing them as competition, and it might also be influenced by recent challenges. Whatever the reasons, it is not a sustainable way to operate as a mortgage broking business owner.  In this episode of The Successful Adviser, I sit down with Michael Arbon of Keylend. We discuss what we can all learn from the most high-performing brokers out there. Tune in to learn about various critical mindset shifts and practical strategies. These insights will help you create a more productive, efficient, and rewarding mortgage broking business.    The Key Questions: Should brokers discuss interest rates with clients right away? (5:54) How should brokers say no to potential clients who don't fit the criteria? (14:42) How can a broker take over a retiring broker's clients? (20:32)  What's the difference in mindset between average and high-performing brokers? (27:26) What You'll Discover: The similarities between being a mortgage broker, a banker, and a fitness coach (4:31) Two ways to consolidate relationships with your clients (8:26) How to add a personal touch to your communication with clients (10:03) Michael's formative learning experience (24:53)

There are many nice, polite, pleasant, and well-meaning brokers out there. But sometimes their communication style often doesn't result in the number of conversions, income or lifestyle  they want to achieve.  Instead, because of their generous nature, they can be weighed down by carrying other people's stress and occasionally have clients or staff walk all over them, which causes them to work harder, but not necessarily have more to show for it. In this episode of The Successful Adviser, I sit down with Sofie Chapman, a veteran finance and mortgage broker based out of Adelaide. We discuss how brokers can reassess their communication strategies in high-stakes situations.  After all, mastering the art of effective communication will help every broker seize the outcomes they're after.   The Key Questions: Do “nice brokers” achieve the results they want? (7:25) What's the difference between communicating effectively vs. authentically? (9:35) How can brokers ensure that their communication is crystal-clear? (10:38) Does being stubborn in the right contexts pay off? (24:46) What You'll Discover: The importance of projecting confidence (9:10) A tip on working with first-time buyers (11:35) A tip on communicating with clients when things aren't smooth-sailing (26:35) Why having a continuous improvement strategy is so important (28:29)   You can listen to this episode right here. To your continued success, James.

At age 20, when most young adults are figuring out what they want to do with life, Kim Davie became a property owner. With an avid interest in property investing, Kim turned her back on corporate in search of a more rewarding and flexible role, and naturally, broking became that profession. With an abundance of life and professional skills to support her vocation, 6 years on, Kim is relishing the decision. Like many respected brokers, her business is based on trust, relationships and service, which in and of itself, has been a catalyst for growth. Though, as is always the way, Kim has experienced learnings disguised as mistakes that have helped her become clearer on her business model and how to find the balance between work and life. Over the past year, Kim has introduced new tools, staff and structure to provide workflow efficiencies, save on travel time and enhance service levels. These days, not only is Kim nearing capacity and in search of her next team member, she has earned the trust of lender BDM's who refer their own family for Kim to look after. If you would like to continue the conversation, you can reach Kim via email.  

When it comes to a broker's subconscious or unconscious beliefs, the issue isn't whether these beliefs are right or wrong. It's their real-world impact that ultimately matters. Are those beliefs serving that broker's personal and professional goals? Or are they getting in the way of their key objectives? In this episode of The Successful Adviser, I talk with Jane Slack-Smith, the founder of Your Property Success. And we discuss how brokers can identify and iron out the kinks in their belief system, build a more rewarding business and have a bigger impact on more people.  Tune in to discover how brokers can work through their limiting beliefs and sustain new versions of themselves.  The Key Questions: What can brokers take away from marketing research on consumer behaviour? (3:29) Is collaboration just as important as competition? (4:57) Can you get rid of your beliefs? (11:27) What can a mindset of abundance achieve for your business? (16:22) What You'll Discover: The subconscious and unconscious factors that influence property-buying decisions (4:53) The differences between cynics, dreamers, gamblers, and achievers (8:13) The key to sustainable progress and continuous improvement (14:27) Why many people build their businesses with a negative vision (15:02)   You can listen to this episode right here. To your continued success, James.

In this interview with Julie Bishop, I took a slightly different tact. Yes, Julie and I could have just talked about all the great things going on in her business, which she co-owns with two other brokers. But instead, we looked at some of the challenges and opportunities Julie has worked through to transition from a successful career in banking to establishing a highly referred broking business. Some of the discussion points included: When to pull the trigger on hiring staff Structuring and profit-sharing of a jointly owned business (in Julie's case, with Aaron and Mike) Importance of vision and mission to the business and decision making The need to take time to work ‘on' the business, not just in it If you want to continue the conversation with Julie, you can email her or call her mobile, 0477 899 922.

Like practically all well-established brokers, it comes as no surprise that Belinda Caesar's core marketing strategy is elevating her clients into raving fans so they can spread the good word. Having founded her business in Melbourne, Belinda has since moved to Cairns to enjoy a very different lifestyle, which was evidenced by the 90% local humidity on the day of our interview. Alas, I digress, as more impressive is Belinda's intent to over-service her clients, through education, connections to her professional network and ongoing communication to ensure clients are supported as part of a comprehensive customer-journey support model introduced into her business. As always, we cover a few topics including how Belinda manages her time and the gifts that her clients give her to express their gratitude for the great work she does. Impressively, Belinda has a mindset of abundance around sharing her knowledge as well as being lifelong learning so she can continue to grow herself and in doing so, continue to grow her business. If you would like to connect with Belinda, visit her website, go to the contact page and drop her a note or send her an email.

Quite literally, one of Australia's first ever brokers, over the past 30+ years Marco Meloni has seen it all. That said, it comes as little surprise that his secrets to success aren't really secrets at all. Be responsive, give great advice, deliver results and care for your clients. These are just some of the insights Marco shared during our interview. Moreover, we also touch on how Marco, who is entering the twilight of his career can plan a gradual exit from his business in a way that makes it easier for their book to be taken over, clients to be looked after, and of course, appropriately remunerated on the asset and reputation he has built. As always, I hope this interview educates and inspires you to continue on your journey. And, if you would like to connect with Marco, he has generously offered his open-door policy for anyone in his neck of the woods (Leederville, WA), or you can ring the office on 08 9201 0999 and tee up a chat.

Bianca Patterson exhibits all the hallmarks you'd expect of a high performing broker. Strong conviction in her value proposition Willingness to invest in people and resources Places high value on her time Is clear on the people she wants to work with And it comes as no surprise that over the past 10 years, her brokerage has been growing based almost entirely on referrals from highly satisfied clients. Right now, Bianca has arrived at what most of us would define as ‘successful in business and is thinking about the next chapter of her business, her life. Specifically, with a great flow of lead, clients and revenue, Bianca is thinking about how to slowly replace herself so she can retire by age 40 and have her team take on even more of the day-to-day responsibilities. That doesn't mean she'll give it all up.  Retirement is about giving herself choice and options as to how and where she spends her time. And why? So she can realise the next level of her own personal journey - and expand her impact on society.   I think you will enjoy this episode immensely. If you want to connect with her, you can reach her on LinkedIn.

Based in northern New South Wales just shy of the Queensland border, when COVID hit last year and borders were closed, for 8 weeks Jo Croft was unable to drive to her Brisbane office to see staff and clients.  They say necessity is the mother of invention, and Jo had to find a new way to keep the business running.  And do it fast. Suffice to say, Jo found a new level of leadership and decision making that caused her to empower and support her staff to take more ownership over their roles and the outcomes being delivered to clients. Like many a broker, Jo has embraced technology to operate remotely, which has proved to be a game-changer.  She is saving around 9 hours per week in commuting, which is time that can be spent on better servicing clients, operating the business and quality of life. Moreover, despite the challenges, Jo's volumes have grown year on year, and there are no signs of slowing down. In this interview some of the topics we cover include: Leveraging technology to provides operational efficiencies and operate remotely Strategies for being a more effective business owner and manager for staff who are interstate How to do an effective succession plan for the business How to build a trusted local reputation in a ‘greenfields site' And what Jo would do differently next time if she was to start all over again If you want to connect with Jo, you can reach her on her Facebook business page or via Instagram.  

Best by name, and by nature.  Right now, Kirsty Best from Living Home Loans is seeing the business achieve personal best settlement volumes, as she and her husband Andrew take full advantage of the booming property market.   Currently writing $6M / month with a view to doing more, Kirsty brings her life skills and financial acumen to fore to deliver a highly referable lending experience.   Moreover, Kirsty is part of a growing wave of women in finance who want to support, inspire and encourage other women to pursue a career and achieve what they're worth.   In this interview some of the topics we cover include:   Niching strategies and who they say yes, no or maybe to Instilling confidence into your team to create loyalty and productivity Tools for automating and managing task and deal flow Having a productive and profitable husband-wife working relationship  And encouraging the ongoing representation, participation and growth of women in finance   If you want to connect with Kirsty, you can drop her an email or reach her on Facebook.

If you've ever had a husband, wife or significant other who has contributed to your business in a small or big way, you'll love this episode with Jo Violeta. Jo is the marketing manager at Violeta Finance.  By proxy of her husband Carl being the broker, Jo has focused on driving initiatives that have helped build Carl's profile, the brand presence and make a significant impact on client acquisition. Moreover, Jo's experience is inspiring insofar as she has, like many before her, learned on the fly and put on a marketing hat even though she readily admits it wasn't her background prior. In this interview some of the topics we cover include: Key strategies that have worked for their brokerage and be extrapolated across most broking businesses How Jo accelerated her learning through short courses and investing in her own development A marketing mistake that is funny and easily avoidable How Jo and Carl have made their working relationship prosper while also protecting the sanctity of their ‘home life' How Jo helped Carl go from the ‘secret' that most people hadn't heard of to a trusted professional who people sought out   And, Jo also runs her own podcast called Dream Home Podcast. If you want to connect with her, you can email her or drop her a message on Facebook or Instagram.

Straight up, that headline is definitely correct, though it's one of a few titles Sarah Wells uses to describe how she delivers service. With a large portion of her clientele being medical professionals, Sarah has become their trusted advisor to give them the clarity, advice and confidence to achieve their goals.    Or, as Sarah calls them, to get the Unicorn or at the Zebra.   Moreover, in the conversation with Sarah, topics we touch on include:   How she frames up a consultation to put her clients completely at ease Fee for service and value-based-pricing Strategies to capitalise on a niche  And the 2% rule around how to help a client expand what they think is possible for them to achieve   If you would like to reach out and continue the conversation with Sarah, you can email her, call on on 0411 725 525, or connect on LinkedIn.  Run a More Efficient, Referable & Profitable Broking Business :   Watch this free training so you can run a more efficient, referable and profitable broking business.  

Many a broker has ventured into the 1-to-many business model, but they don't all come out alive. In this interview, Rose de Rossi shares how, in collaboration with her business partner Tracey Lea Gilbert, they have built a successful sub-aggregation group that expands their impact and grows their bottom line. And they aren't done just yet. As Rose candidly admits, they're very much in a growth phase and looking to bring on more brokers on the west coast, and in the east. Moreover, in the conversation with Rose, topics we touch on include: Proactive means to manage communication and relationships with a business partner Standards of minimum performance and expectations their broker  Strategies to optimising deal submission in the new BID environment Protecting and respecting your personal time so that you can enjoy the journey, not just the destination   If you would like to reach out and continue the conversation with Rose, you can email her, call on on 0411 181 938, or connect on Facebook.    Run a More Efficient, Referable & Profitable Broking Business : Watch this free training so you can run a more efficient, referable and profitable broking business.  

In this interview, Caroline Jean-Baptiste talks about what it takes to be an active and involved mother while also operating a successful mortgage broking business.  Who says you can't have both! Having previously worked in the cruise liner industry, Caroline talks about how she made the transition into broking, and then into operating a successful broking business. With a legion of fans who advocate for her service, Caroline earns plenty of referrals, which is coupled with a host of marketing activities that have built her reputation as a legitimate expert in finance. This includes using LinkedIn to generate new enquiries - a strategy Caroline has been using with a high degree of success. In our interview, Caroline also touches on tech tools, building a team, and strategies for streamlining the lodgement process. If you want to connect with Caroline, you can do so right here.   Double Your Settlements: Watch this free training so you can double your settlement volumes with structure and consistency.

As a multi-award winning broker and perhaps one of the most respected brokers in the country, Peita Davies has seen a lot in her 17+ years in the industry. Transitioning from the dental industry, Peita shares how the core principles of great service have been the bedrock of building her business, reputation, and loyal customer base. With an entrepreneurial flare, Peita also talks about the various business models she has deployed over the years to grow the business while also having a team of great people whom she can lead, inspire and contribute to career success. If I was to describe Peita in a word, it'd be “integrity”.  No pretension, easy to get along with, and incredibly straightforward.   It's no wonder the bulk of her business is repeat and referral. I hope you enjoy learning about Peita's journey and taking away some insights you can apply to your business.   And, if you want to reach out to Peita, you can reach her here. Double Your Settlements: Watch this free training so you can double your settlement volumes with structure and consistency.  

Starting his career as an accountant with LaTrobe Financial in rural Victoria, 20 years on, he is still working for LaTrobe, though his knowledge, skills, and experience have grown significantly over that time. These days, as Chief Lending Officer, the focus for Cory and his team is weighted heavily toward contributing to the success of their customers, you, the mortgage broker. Interestingly, in line with Cory's progress, LaTrobe too has extended its service offering from a ‘specialist' lender to a suite of options to accommodate the various scenarios and clients whom they help. With a mantra of “make a difference” and “others before self”, LaTrobe's business values and culture are reinforced monthly by celebrating and recognising team members who live and breathe these values to deliver service and outcomes for brokers and their clients. Cory also shares some sage and generational advice that he learned from his grandfather and father, which was “do more than you've been asked to do and don't ask anything more for that”.  He also shared this nugget from CEO Greg O'Neill of “doing things right and small things matter.” If you want to connect with Cory you can reach him via his LinkedIn profile.

Jeremy Harper's journey in mortgage broking isn't your typical one.  Having established his business in Melbourne, Jeremy packed it up and took it to New York where he and his wife lived and worked for two years. While operating in the Big Apple, through a combination of opportunity and strategic insight  Jeremy chose to niche down and build his knowledge and reputation for providing specialist lending solutions for ex-pats. Now back in Australia and operating out of Sydney, the bulk of the loans that Jeremy writes are for professional ex-pats who want a person they can trust to make the deal work. Combined with his degree and a previous career in accounting, Jeremy gives his clients a professional advisory service which earns him referrals and repeats business. In this interview, you will hear Jeremy talk about some of the decisions he made that have contributed to the continued and ongoing growth of his business. If you want to connect with Jeremy, you can visit his website here.

The journey of Richard Bootle has certainly been an interesting one.  Born in rural New South Wales, Richard went onto boarding school and university in Sydney before a stint at a large corporate law firm.   It was during his time at the large law firm that Richard answered the calling to return to his family roots and operate a local law firm. But, what to do when there's already a law firm already established in your local town?  Buy them out.  And it was with this acquisition strategy that LawLab has become the nation's largest conveyancing firm. As Richard readily admits though, it's one thing to buy a company's client list or infrastructure.  It's quite another to ‘buy the people', which is why integrating one business culture into another is not as simple as it might sound. In this interview, Richard also discusses how their business has invested heavily in building innovative technology that enables them to scale up the service offering without a substantial increase in operating overheads or impact on service levels. If you've thought about buying a book, partnering with others, or considering strategies to growing your broking business, I think you'll find this interview inspiring and insightful. Double Your Settlements: Watch this free training so you can double your settlement volumes with structure and consistency.

As a long-time champion of the 3rd party channel, Aaron Milburn talks about his career, his love of helping brokers succeed, and his mission of educating consumers on their options so they never have to feel like there isn't hope to solve their financial challenges. Having worked in a number of 3rd party roles including state manager @ Bank West, Citi, and St George, Aaron has found his home at Pepper. Knowing the value brokers bring to each client, Aaron continues to advocate for how brokers can make a profound and lasting difference at a time when clients might be at their most vulnerable and needing hope, guidance, and a solution to help them move forward. Knowing the responsibilities of executive leadership can sometimes take a toll on people, Aaron clearly has a balanced approach to managing his day to day commitments while continuing to be an active father and husband. As Aaron says, “I don't shout at the rain”, meaning he doesn't invest energy into things he can't control.  He also likes to keep things simple and in perspective.  It is with this attitude, that Pepper is providing a suite of lending options to accommodate ‘prime' all way through to ‘specialist' lending. With a pragmatic, yet passionate approach to serving the industry, I hope you enjoy Aaron's journey and his advocacy for the broker channel. If you would like to continue the conversation with Aaron, you can reach him on 0438416882 or via Aaron's LinkedIn profile.

After a 14-year career at Westpac, Andrew Larcombe decided to join the ranks of the broking industry, and 23+ years on, he has seen just about everything and achieved an extraordinary amount. When loans were easier to write, Andrew broke the company 3-months in a row, where he set a record of 84 loans in a single month.  Legend has it that record still exists to this day. With a knack for teaching, Andrew's broking business has evolved over the years to incorporate a structured mentoring program given his passion for helping new-to-industry brokers. Moreover, like many high achieving brokers, for years Andrew unconsciously associated ‘success' with the number of submissions he wrote.  That all changed though the moment he survived a new-death car accident.   This challenge and the ensuing rehabilitation forced Andrew to reconsider how he operated his business and what his priorities were.  That isn't to suggest that his road to recovery has been easy, but it has given him the opportunity to redefine success as something that comes within and how we can make a more valuable contribution to his mentees. I hope you find this an inspiring and rewarding podcast, and if you would like to connect with Andrew, you can do so via his Morbanx website and LinkedIn profile.   Double Your Settlements: Watch this free training so you can double your settlement volumes with structure and consistency.

In this candid and relieving interview Jeremy Fisher of 1st Street Financial, we cover a number of topics pertaining to personal success, business development, and contributing back to the community. You may know Jeremy as having been ranked # 1 broker in the MPA Top 100 list with a settlement volume of $320 million.  But as Jeremy readily admits, that's when organising a deal required less admin and lenders approved applications faster. With a healthy perspective on the industry, Jeremy understands acutely that though he may have written the most volume, there are brokers the country over who might write just as many, if not more deals.  A major difference is that with an office in Sydney's eastern suburbs and an average deal size around $1M, it makes it easier for the volumes to grow quicker. Jeremy also touches on simple strategies that helped him immensely in the early years to build strategic relationships and earn more client referrals.  Like he said, that when the core of the business is focused on delivering a great client experience, there is more than one way to go about it. These days, 1st Street Financial gives back through various charities that they support, and they have grown their team of brokers so Jeremy can share and enjoy the journey with other like-minded people. Visit the 1st Street Financial website if you would like to reach out to Jeremy or find out more about their business.

Hailing from the small country town of Orbost, Robert Trewin has built a renowned and trusted reputation across Victoria's East Gippsland as a mortgage broker of choice, and of latter years,  the mortgage broking business of choice. With a background in lending, Rob made the leap at a time when only 20% of home loans originated from the broker channel. Armed with a fervent commitment to delivering service, solutions and value to the community, Rob hasn't looked back. These days, Rob's brokerage has won a host of awards for service, diversified income (insurance) and business operations, including the prestigious nMB Business of the Year.   This is a reflection of the continued value that he and his team provide to clients. For Rob, staff selection is based on an alignment of values, meaning he can trust them quicker and be confident each member of the team can uphold the reputation and service standards the business has become known for. As Rob also mentions, one contributing factor for his ongoing success has been surrounding himself with good quality people.  If you would like to continue the conversation, you can reach him via his email. Double Your Settlements:   Watch this free training so you can double your settlement volumes with structure and consistency.  

In this candid, straightforward interview, Peter White, Managing Director of FBAA, talks about his legacy, how far the industry has come and what's in store for the months and years ahead. It will come as no surprise that Peter, just like the brokers he represents, is extremely passionate about the industry and furthering the broker cause. This is absolutely evidenced through the continued lobbying done during the Royal Commission, and more recently, to ensure the Best Interests Duty enables brokers to continue delivering the advice and lending solutions that are fit for purpose. What came as a pleasant surprise is Peter's advocacy for R U OK and discussing the previously taboo topics of depression and anxiety.  In doing so, Peter normalises conversations and empowers others to recognise they aren't experiencing these challenges in isolation, and that it's OK to ask for help. When asked what his vision of the future looks like, Peter sees 70% + of loans originating through brokers. Outside of work, one of Peter's personal passions is The Sanity Space, a charity he founded to help parents of children with special needs. If you would like to find out more: Finance Brokers Association of Australia The Sanity Space Double Your Settlements: Watch this free training so you can double your settlement volumes with structure and consistency.

As someone who has been at the raw end of a property spruiker, I can say with absolute certainty that it does make a difference who consumers and investors get their advice from. Get it wrong, and you're stuck with an expensive lemon.   Get it right, and it can be a building block to creating financial security.   In this episode, Richard Crabb, managing director of Aspire Property Network shares how their business model brings rigour, structure and professionalism to consumers to help them make objective, informed decisions around investing in property. After 15 years in finance, Richard decided to take his knowledge, back himself and create a company founded on principles of transparency, ethics, and advice so he could sleep at night while knowing his clients are taken care of. And now, through a national team of independent advisors, Aspire continue to set the benchmark in terms of a service proposition that helps consumers achieve what they ultimately want, financial peace of mind. I hope you enjoy this interview with Richard and if you would like to find out more, visit their website for a host of resources.   Aspire Property Network website

As a stalwart of the Canberra mortgage broking scene, Gerard Heffernan is well known and respected by clients and peers alike. Having joined forces with his brother Bernard in 2015, their business hasn't looked back. And, like many a bespoke brokerage, Gerard and Bernie understand intimately the need to provide personalised service and advice according to the needs of every client. It's with this premise that they have continued to grow their volumes year-on-year in what is clearly a forever changing and dynamic lending landscape. Seeing the need for additional admin support, their business has invested in back-office staff which frees up Gerard's time to do what he excels at - conducting client interviews and structuring their loans. In the interview, Gerard goes into detail on the core strategies that allow their business to continue growing despite all the challenges in the marketplace today. Like to continue the conversation with Gerard? You can reach him on 0402 026 246.

In this interview with Liz Wilson, we focused the conversation far more on culture, people, leadership and systems.   Like all mortgage brokers, Liz has needed to embrace the change of recent time so she and her team can remain relevant to their clients and continue to deliver outstanding levels of service. What interesting to hear is Liz's mindset and openness to personal change, growth and thinking differently in order to achieve different outcomes.   Not only does she embrace change, but moreover, Liz also engages her people in the process so there is buy-in at the ground level.  As Liz would know first-hand, the more the buy-in, the easier the transition. In terms of Liz' personal growth, as she eloquently said, “The only way to survive is to grow”, and that's a very healthy mindset so she can continue to explore new avenues for optimising the engagement and focus that her team members bring on a daily basis. Liz also touches on how employing and engaging the right people and helping the wrong people get off the bus has made a profound difference to how their business operates and the energy & attitudes that are brought into the office. If you'd like to find out more about Liz and her team, you can visit their website here.

With a love of people, processes and numbers, though Cathy Brown started life as an accountant, she has found her calling as a mortgage broker. From the early days of smashing out long hours and driving all over town, Cathy has restructured her business to fit around her life all while leveraging processes, technology and an off-shore team to deliver exceptional client outcomes. Like many a broker, Cathy found it difficult to relinquish control but has found that with continual & effective communication, she can empower, upskill and support her team to take as much ownership over the delivery of service so her time can be spent on clients appointments and acquiring new business. Cathy would be the first to admit that having an offshore team has provided both challenges and new learning opportunities for her.  In particular, the proximity of distance has forced her to improve her communication skills so her team understand the ‘why' and the ‘what', not just the ‘how'. Moreover, in her downtime, she can also tweak processes and system so they continue to stay relevant and enable her and the team to deliver on exceptional client experience. Visit Activ8Finance website here.

In today's interview, you're going to hear from Ilse Strauss, a leadership consultant and advisor for people who want to ensure there is alignment between their values and their business. In this interview, you'll hear Ilse share specific insights into how having clarity of your value can and does make it easier to operate your business in a way that feels authentic for each person. The reason for asking Ilse to share light on this very important topic is because quite often, in the cut and thrust of getting deals done, it can be easy to operate in a task-centric manner without having the clarity of purpose or being able to calibrate if or how the tasks are contributing to organisational success. Ilse shares her perspective on mission, vision, values and clarity of purpose. Yes, this interview is different, and by intention, so it can provide the opportunity for you to consider what else, if anything, you could be doing to help you, your business, team members and clients progress to the next level. If you'd like to connect with Ilse, you can visit her website or connect on with her on LinkedIn.

Some brokers go quietly about their business, making an impact where it matters most - with the outcomes and relationships they have with clients. This is certainly true for Kelly Cameron, the entrepreneurial director of Get Real Finance.   At age 30, Kelly sold her first brokerage and ‘retired' from the workforce, though boredom, the need to be challenged and passion for making a difference soon brought her back to the finance industry. Having since established Get Real Finance, Kelly has since brought on a total of 8 other staff members to accommodate the continuing need to service existing and new clients. In contrast to some others, Kelly is a fervent believer that the PAYG model ensures her loan writers and admin staff are only ever focused on what's best for the client.  As she says, “keep it small and keep it all.”   And if the business results and loan book size are anything to go by, there's merit to her philosophy, as her staff continue to grow in skill and confidence and Kelly is progressively transitioning from being in front of clients to overseeing business operations. You can visit the Get Real Finance website here.

In this interview, Aaron Christie-David pulls back the curtain on some of the business processes and optimisation techniques that are helping him and his team operate an efficient and productive brokerage that delivers a smooth lending experience for their astute clientele.   As a marketer turned broker, Aaron has a keen eye for the small details that help influence consumer perception of him and his brand.  For example, Aaron is masterful at communicating online and recognising and appreciating his clients and his team for the joint success experienced.  It's one of many subtle yet powerful positioning techniques he incorporates to drive advocacy, repeat and referral business.   To complement his outstanding broking and human skills, Aaron's wife Bernadette has helped transform business operations through her knowledge of systems, processes and measuring tasks to optimise their ROE (return on effort) so they understand the cost and value of the work being delivered.   In a few short years, together, they have built a respected brokerage and client base of predominantly astute investors that recognise exceptional advice and service.   To connect with Aaron, visit the Atelier Wealth website or email him here.

When Otto Dargan started his mortgage broking journey, he had a modest vision of having 3 staff members and to service a local client base. But, while trekking in Nepal, he broadened his horizons in more ways than one.  With a more worldly view, he came back to Australia inspired about what else was possible. With the newfound energy, he started experimenting with his business, and though not all experiments worked out, he failed often enough and quick enough to let go of the bad ideas and follow through on the good ones. These days, his company, Home Loan Experts looked very different from those early days.  With 150+ staff in Australia and Nepal, he operates an efficient, effective business from their Sydney office.   In a complementary way, Otto's approach to business reminds me of Frederick Winslow Taylor, father of the principles of ‘scientific management', as Otto, just like Frederick before him, has mapped out the various functions of the role to ensure the broker maximises their revenue per hour worked with all other functions being looked after by their support staff.   Further to this, Home Loan Experts have set up a significant Nepalese based operation that provides white-labelled loan processing and credit analyst services for brokers. If you'd like to find out more about the services available from Home Loan Experts, you can contact Otto via his email. 

Hearing Hannah Nguyen's story will be aspirational for many - and rightly so.  She is shooting the lights out with her volumes, though she is far from resting on her laurels. Currently writing around $86 M with a goal of $100M (and then $150M), Hannah and her team operate with precision and structure to enable deals to flow smoothly through their well-oiled machine without every task being reliant on Hannah's personal effort. If you think of a surgical team, which has the prep-nurses, the surgeon and the post-operation support, that's much like Hannah's setup.  Where Hannah is the surgeon and sets the tone for how the business operates. Impressively, her last appointment time slot is at 4 pm, and clients find a way to fit around her schedule, not the other way round. As you'd expect, Hannah has a strong grasp of loan structuring and though has a highly tuned loan submission process, in my opinion, what's even more impressive is her capacity to guide and empower her team members to perform their role to the best of their ability. This skill earns her loyalty, and moreover, gives her the confidence that clients will be well serviced, and provides her with the opportunity to have a work-life balance where she can enjoy the other responsibilities in her life. Visit Hannah's website here.

Luke Howes is the typical story of an ‘overnight success' 15 years in the making.   Better known as the founder of bankstatements.com.au, in our interview, Luke gives us the back story that brought us his fantastic innovation that now provides value for thousands of brokers and tens of thousands of clients alike. Immersed in the entrepreneurial world for the better part of his working life, Luke readily admits that bankstatements.com.au was born out of continually listening to the market, tweaking and refining tech solutions until they landed on something ‘big' (aka a ‘unicorn' in the world of tech). And like many a small business owner, Luke learned on the job through trial and error.  He advises that while tech isn't his strong suit, he was fortunate to have a brother who he partnered with to co-create their vision. Experiencing rapid growth, Luke quickly found himself needing to hire, lead, promote, sell & delegate so he could build the business.   Luke's story is a parallel for many brokers who also experience the challenges that arise at various points in their business, and I hope you enjoy his forthrightness, energy and get inspired about taking your business to the next level. You can connect with Luke here on LinkedIn.

Like many a high performer, Nathan Aird is vividly clear on what's important to him, and he is incredibly consistent in his approach to operating his brokerage so it can support his chosen lifestyle. And, these days, Nathan strictly operates a Monday-Friday brokerage.  For some, the thought of not putting in some hours on the weekend or doing ‘home appointments' might make them nervous, but in Nathan's case, it's doing him a world of good... By defining his boundaries and his values, it ensures that his time spent in the office is highly productive.   As Nathan said, he built his business by design so he could do great work for clients, and also have time to enjoy with those who matter most, namely his wife and his 3 boys. And, though he doesn't chase the ‘numbers' or the ‘awards', he does have his eye firmly on the  key drivers that influence business results - namely, delivering a great client experience, always exceeding expectations, and having a great back office that can move each file quickly from application to settlement. To introduce commercial lending to his clients, Nathan is well poised to deliver even more value and delight his clients, which in turn will be the catalyst for driving new business.   Universal Mortgage Experts Double Your Settlements: Watch this free training so you can double your settlement volumes with structure and consistency.

In this refreshingly honest interview, you'll hear Mark Stevenson talk about the tribulations and triumphs of operating a broking business.   Mark is the Managing Director of Finance division of Bell Partners, a multifaceted professional services firm that aims to ‘put a ring' around their clients so they can offer a suite of services to each client without needing to refer to people outside of the group.   As looking from afar, you'd think Mark has and the team have ‘got it made' with all the referrals they could garner in-house.   And you'd be right, to a degree.     Though Mark certainly enjoys the benefit of generating a lot of leads in-house, as he candidly shares, the past 12 months hasn't been without its challenges.   With operating overheads staying the same and settlement volumes being less predictable, Mark discusses how he has had to pivot, embrace resilience and remain highly focused to work through this challenging period and set up himself and his team up for the months and years ahead.   Visit Mark's website here.

From banking to broking, Jake Biddle shares with us how he took 10 years of accumulated knowledge in the finance industry to setup Saint Finance.   And, though he's on Australia's west coast, it was his passion for the Saint Kilda football club that was the impetus behind the name.   Like most before him, though Jake initially relied on family & friends, he was able to reconnect with past clients and earn more referrals through the provision of outstanding service.   After several months, his long-term friend and former boss Chris joined him at Saint Finance where they are co-directors of the company.     As Jake shares, if you are going into business with someone, particularly as co-owners, you want to be certain that you can support each other and ride the bumps that can sometimes happen arise.   This is sage advice, as all too often, it can be easy to see the ‘upside' of going into business with another person without necessarily taking the time to review potential risks, threats and/or challenges that can come with having a business partner and the responsibilities herewith. Visit Saint Finance website here.  

From car showroom to running his own show, Nathan Smith is an impressive individual.   In this candid interview, Nathan takes us behind the scenes as to how he is building a respected, productive and high-value brokerage that is making a difference in more ways than one.   And, Nathan is also the first finance guest I've interviewed who is also a host of his own podcast, How Gen Y Buy - which in and of itself is educating and empowering his target audience to get their foot into the property market.   As the founder of Birdie Wealth, Nathan combines his love of tech, process optimisation and finance to deliver an efficient and highly referable service experience.   But it doesn't stop there.     Each broker who joins the team is asked to “pull apart the process and put it together again” and improvements to be made, which optimises how the business operates and the service clients receive.   And that's not the only thing Nathan and the team @ Birdie Wealth do differently.   Nathan and the team don't do settlement gifts.  Instead, they donate 4% of their upfront to a charity that's close to his heart.  So, for Birdie Wealth, their clients and their charity, it's a win-win all around.   Visit Birdie Wealth's website.

In this episode, we talk with Jason Cuerel, who shares his unusual journey to becoming a high performing loan writer.   Early in his career, Jason did a financial analysis of annual reports before transitioning to a retail sales role.  It was in that role where one of these customers offered him a position with a non-bank lender which marked the beginning of his journey into the finance industry.   Jason and I discuss how occasionally, with the best of intentions, some brokers find themselves having ‘Analysis by Paralysis' to find the right lending product, which can adversely affect getting the client's commitment to proceed with a loan.   Jason tackles and talks about how a LOT of tools are readily available for brokers to use but are underutilized.   To keep things enjoyable and maintain a healthy mindset, Jason and his team head out on Friday's for a team lunch so they can relax, unwind, have a laugh, and get ready to go again for the following week.   Jas gives us an overview of how he has grown his back-office team over time to accommodate the increase in volumes so his time is freed up to ‘workshop deals' with clients.   Jason also touches on the general rule of his business is all about ‘if it's not in the system, it never happened,” which has earned him a lot of referrals from existing clients.   Visit Jason's website here. Double Your Settlements:   Watch this free training so you can double your settlement volumes with structure and consistency.

In this interview, Clinton talks about how to get the job done to an exceptional standard and having a  seamless delivery of service to the clients. We also talk about how vital it is to review your ‘why' in doing all of the things you have been doing.   Clint also shares how embracing technology has contributed to a more efficient loan process while also making it easier to build client relationships.     Some of the tools in Clint's lineup include his bespoke fact-find-form that feeds directly into Mercury, Zoom for online meetings and Calendly for booking appointments.   For Clint to support his team of brokers within the Axton Finance brand, he has found that it's exceptionally important to provide robust processes and a collaborative, engaging work environment that brokers want to be a part of.   Though it is hasn't been easy, Clint's ongoing commitment to supporting his clients and helping his brokers to achieve success provides both a challenge and an opportunity to learn, give and grow.   Find out more about Axton Finance here. Have you been working long hours? Are your settlements up and down? Are there never enough hours in the day to get everything done?     Watch this free training and operate with more structure and consistency so you can get your brokerage humming along.   

At the surface, Sam Carrello comes across as a stereotypical Western Australian - laid back, friendly, happy with life.   And, though Sam is all these things, he's also an astute broker who is quickly making headway with his operation, Napoleon Finance.   With broking experience accumulated over several years at some of Perth's largest brokerages, Sam took a year's hiatus from broking before returning with a vengeance.   And, unlike most ‘start-up' business, Sam was able to connect with former referral partners to reignite the relationship and quickly drive new enquiry and write significant volumes virtually from Day 1.   In fact, they were good enough to earn him a guernsey in the MPA Top 100 in his first year under the brand.   Coupled with the proximity to the Perth CBD, their commitment to exceptional customer experience and his personal reputation, fortuitously, the team @ Napoleon Finance has been ‘shielded' from some of the tougher market conditions that exist in WA.   With a goal to continue running a high-performance business, Sam is equally passionate about empowering his team to be the best they can and delivering a service that clients will tell others about.   Napoleon Finance website Double Your Settlements:   Watch this free training so you can double your settlement volumes with structure and consistency.

In this interview, we tackle a taboo issue on having a great family and operating a successful business as a female in the Australian mortgage industry.  Who says you can't have both!   And what better person to share their opinion than one of the most successful brokers in the country, and arguably, Australia's leading female broker, Sarah Thomson.   Sarah takes us behind the scenes into her business where she shares what has worked, what hasn't and how she has built a reputation that well and truly precedes her - both with clients and across the industry.   With droves of raving fans all over the Bellarine Peninsula and beyond, Sarah has built a high-performance brokerage that manages some 40 to 50 applications each month with a business based almost exclusively on repeat business and client referrals.   Beyond great technical skills as a broker, through persistence, mistakes and continual learning, Sarah has also built a team that cares about the brand, that works hard and celebrates their success.   Equally, each member is clear on their role so they deliver a seamless customer experience.   It's part of the secret sauce that's helped Sarah build an enviable reputation as a broker and as a lead woman in finance.   Visit Sarah's website here   Double Your Settlements:   Watch this free training so you can double your settlement volumes with structure and consistency.  

In this interview, we talk about how Alex transitioned from being an accountant to a top mortgage broker that he is now. He started with absolutely no experience in the world of banking, but how did he get to where he is now? Read more.   Alex, like many brokers from the Wizard Home Loans brand began his broking life without a trail income, not many referrals and their tactics for growing volumes were like a melting pot of strategies combined together.    What Alex had in spades is a passion for serving clients - and with perseverance, sharpening his sales skills, and delivering exceptional service, he was able to build his momentum, confidence and his volumes.   It may sound like a cliche but Alex believes that there is no easy path to success.   The entirety of the interview is a timely reminder, whether in the industry or not, that hard work and dedication to better service each time for clients is a foundation of growing a sustainable business.     Alex Ralec's website   Double Your Settlements:   Watch this free training so you can double your settlement volumes with structure and consistency.    

In this interview with Graeme Holm, you'll hear him share a host of tactics that have helped him quickly build his brand and profile as a preeminent broker. With a mantra for ‘people first, profits last', Graeme refers to his clients as joining the ‘family', which is reflected in the service proposition and ongoing support his team provides to help clients improve their financial wellbeing. Having won a host of service awards, combined with various other lead generation and brand-building strategies, Infinity Group Australia is building a respected and trusted brand that is quickly becoming known for delivering outstanding client results. Like most brokers, Graeme enjoys educating clients so they feel more confident about the lending process, which in turn enhances the customer experience and earns him more referrals.