With tonight’s Australian Mortgage Awards (AMAs) tantalisingly on the horizon, Australian Broker TV caught up with two nominees from the Best Customer Service from an Individual Office category for some wise words on dealing with clients.
Justin Doobov of Intelligent Finance believes it’s all about exceeding expectations and fellow nominee, Simon Orbell of Smartmove, maintains it’s more about the personal touch.
“It means going the extra mile, setting the bar higher and then aiming to exceed it and offering consistent service…it doesn’t matter if it’s a small loan or a multimillion dollar loan, consistency’s the key there,” says Doobov.
Orbell says customer service at Smartmove is all about ensuring the client becomes an advocate of the business when they leave the office.
“All of us want to give the same advice that we’d give to our own sister… and that’s sort of how we run things and that’s, I feel, a big part of our success. We’re just so focused on what’s right for that particular person and that particular situation.”
To watch the full interview with Doobov and Orbell, CLICK HERE.
Doors open tonight at 7PM and the program begins at 7:30. See you there!