Scroll Top
90 Marine Terrace Fremantle, WA, 6160

The no-service culture

I’ve spent a fair amount of time travelling. 

Not “time travelling”… well, not physically, anyway. ​

Har har.

Anyway, what I’ve noticed is the service in Australia is pretty ordinary compared to say, the US, places like Italy, Germany, and especially Japan. 

What other country in the world could you visit where, upon walking into any shop, of any sort (yes, including a service station where they fill your car up with white-gloved hands and a bow) ALL the staff yell out “irasshaimase!” – literally “welcome!”​​

You’ll be lucky to get a grunt at most places in Perth, if the staff will put their phone back in their pocket to do their job for just a minute.

Blame this on an entitlement culture, too high a minimum wage meaning there’s no need for staff to perform well to earn a higher income, lazy business owners, lack of training, etc. 

There’s a whole selection of targets I could take aim at here.

I work hard to apply the lessons I’ve learned in 25-years of sales to ensure that we have an exceptional sales and service culture in our mortgage brokerage.

I personally LOVE being sold to. 

We received a 4-star Google review the other day – our second ever – and to me a spear in the heart. The whole office was disappointed. 

I called the Client and emailed him asking what we missed.

Strangely, he was one of five doctors who we assisted with a painstaking deal and the other four left 5-stars and glowing comments. What did we miss?

We’re now at 130+ pretty amazing reviews now and I tell you what, instead of making me feel like we can relax, the opposite is true. Some of them have really blown me away. 

Now the bar is set so high, the Team and I are frikkin’ conscious of maintaining this stellar level of service.

I expect a lot from my Team, and I’m tough. But there’s no doubt about what is expected of them. 

You must try to understand that if you’re dealing with us, we’re not going to be focussing on interest rates – always changing and totally out of our control. 

We’re going to be focussing on building a relationship and delivering outstanding service, long-term financial gains and peace of mind. 

Take it as a given we’re going to set you up with a lender which offers “consistently competitive” rates.

The challenge with service is that it’s intangible, and not necessarily quantifiable.

What’s more, our most valuable asset – our reputation/brand – is likewise unable to be quantified. 

That being said, if you’re trying to figure out why you might choose to engage us as your Mortgage Advisers and Brokers, you might take a minute to consider what I’ve already given to you before we’ve started:

– A 70-page, info-rich ebook

– Educational video content ​​​​​ ​​​​​​​​​​​​​​​​​​​​​​

– Educational email content

– Some not-so-educational content for your amusement​

– Latest promotions and offers from 31 different lenders (yes, we are accredited with that many lenders)​

– A complimentary 10-minute phone consultation which usually goes for a bit longer (doesn’t sound like much, but they add up and when my hourly rate is $460, there is a real time cost)

I can only hope that you think we’re doing a good job, and if we’re not, please tell me. ​​

p.s. Christmas is coming, inflation isn’t under control, costs are rising, it’s going to be expensive. Book a call with me HERE to learn how we can help you manage this wallet-spanking period by setting up your finances in the right way.


Brodie Brown

Professional Mortgage Broker