“We already do this contact, but it’s come from our call centre,” Kirkpatrick said. “We had gotten complaints quite often that we hadn’t gotten accounts set up properly at settlement, or direct debits weren’t in place or that credit cards hadn’t arrived in time. This just gives a much better customer experience. A stickier customer from a broker’s perspective is a happier customer which means they stay longer and trail income is assured.”
Kirkpatrick assured Australian Broker that branch staff would not attempt to take existing business away from brokers.
“We ring the broker first to see what discussions they’ve had with the customer. If they’ve got a financial planning business in place or they’ve met the customer’s needs in terms of general insurance we won’t touch that. All we want to do is contact the customer to understand what’s been discussed, and if there are any unfulfilled needs we address that.”
Saldanha said his experience working as a Westpac branch employee raises concerns about the pressure branch staff feel to peel away broker clients.