Before you say, "that's a stupid question," let me explain.
I've been in finance for over 30 years and during that time I've worked in collections, wealth management, lending, and retail banking. Each discipline served a very different demographic.
When dealing with high-net-worth clients, the interaction was often very different from what I experienced in retail banking.
Here's my point: knowing and understanding your customer is vital.
How do they want to be engaged?
Should you call them Mr. X or by their first name? Should you be formal or more relaxed? Some clients want structure and professionalism. Others want authenticity and conversation.
I wrote a LinkedIn article last year that generated over 100,000 interactions in one week. The title was:
"Don't Call Me Mate."
Some people hated what I said (mostly tradesmen 😄), while many finance professionals agreed.
Systems and processes are important. They create consistency and protect standards.
But don't let the process become a barrier to good customer service.
And don't let it make you rigid... or too professional.
People want to feel understood, not processed.
My name is Anthony Lindsay. I'm a mortgage broker and I'm always looking to connect with good people, leads, and referral partners.
Connect with me on LinkedIn. https://www.linkedin.com/in/anthony-lindsay-cemap/
Or call me... but don't call me Mate
07723510236
I'm a mortgage broker looking for referrals. Quality over Quantity
I provide fast, COMPLIANT, affordable mortgage solutions across residential, buy-to-let, and…
