My Approach to Customer Service as a Mortgage Broker

I like to treat my clients no differently than I would treat a friend or a family member asking me for financial advice with my Ian Woods Mortgages hat on.

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I’ve been in the industry now for a long time and I understand the importance of a person’s financial health, if you like, and how important that is to the home life. If the finances aren’t in order, it can be quite an unpleasant time and situation for people.

I’ve always taken a long term approach with Ian Woods Mortgages and I’d like to think that I have a relationship with a client on an ongoing basis rather than just a one-off situation. I do have clients, particularly developers, who I’ve been dealing with now, some of them for 20 to 25 years, and it’s really a rewarding situation for me. It certainly makes life a lot easier for them and the lenders when they’re involved in projects so it’s easier dealing with someone that you’ve got a good working relationship with, of course.

My commission is generally no different wherever a client gets their mortgage from so it’s certainly in my interest to provide an efficient service and come up with a most cost effective solution for the client. I deal with most lenders that are registered and available to lend money in New Zealand so I can quickly slot people into a lender where I feel that they’re going to get the most effective both in terms of cost and flexibility, most effective solution for them.