How did effective customer service increase new, repeat and referred business during FY2023?
Customer service holds huge significance for me. I dedicate myself to maintaining open lines of communication with my clients throughout every stage of the process to ensure they feel valued and heard.
In 2023, I went the extra mile for my clients. When interest rates rose after COVID, every client, no matter how long they’d been with us, received a video by email advising them that we would be conducting a review for them. I told them that we would look at getting them an interest rate reduction on their current home loan, and if that was not possible then I promised to look at other options for them.
I wanted to make sure our clients knew I had their backs. This not only solidified our existing client relationships but also attracted new business for my team.
I want my clients to know they are more than just a number to me. I take the time to genuinely understand them and their unique circumstances, allowing me to provide tailored service. It’s evident from the numerous positive reviews that my focus on customer service is what sets me apart in this industry.
This year has been overwhelming for homeowners and those wanting to get into the market, and it was important to me to provide full support during this time.
Describe your point of difference/unique selling points when servicing the needs of borrowers.
I dedicate seven days a week to serving my clients, ensuring that they understand I’m always available to address any questions or concerns they may have. Given that auctions and open houses predominantly occur over the weekends, I make it a point to be accessible during these times, as I know the stress that often accompanies the home buying process.
I stay connected with our clients through social media by sharing weekly videos and informative content to keep both current and potential clients well-informed.
To empower and educate my clients, I also have put together free resources such as fact sheets and guides, helping them better understand the industry and their unique situations. And my blog is constantly updated with valuable information for people to refer to anytime they need some answers.
After six years in business, I still have the same passion as I did when I first started, and I’m still just as available, if not more, to all my clients. I don’t treat them as a transaction – I treat them as human beings.
I aim to be seen as someone of influence, and I want to be someone who inspires people from all walks of life, especially women, to go after their dreams.
Lastly, in my role as the founder of Cherry Lending & Finance, I firmly believe in teamwork. I’m fortunate to have an exceptional assistant, Katie Bron, who plays an invaluable role in our company.
What has been your greatest achievement in increasing your customer service/satisfaction capabilities during FY2023?
With interest rate and house price increases, this year has seen a lot of people feeling overwhelmed by their financial situation. I have never seen myself as just a broker, so this year I knew I had to step things up in terms of communication and care. I responded immediately to the interest rate rise by sending out a video via email to all my clients so they knew I would be working with them every step of the way during these hard times. Because of this, I retained clients where many other brokers were seeing clients fall away and received many new clients due to recommendations.
This year saw me win some amazing awards, which gave a boost to my credibility and gained me new clients. I also upped my social media game this year, and appeared on a few podcasts, understanding this was a great way to interact with existing clients and find new ones.
Lastly, one of the most rewarding personal achievements for me is witnessing the industry’s growing recognition of the value of women in a very male-dominated industry.
This year, in March, I held an International Women’s Day Event to help raise awareness of women in finance, which resulted in raising $2,200 for Safe Haven Community. This event, designed to celebrate professional women and female founders, helped me demonstrate that this industry is inclusive and open to all. My aim is to prove that women can thrive in this business just as successfully as men.