Client Service That Keeps Them Coming Back
Episode #5 | November 16, 2021

The following guests sit down with host Justin White:
Patrick Stoy – President, MC Mortgage Group
Stephanie Spaulding – President, Allied Pacific Financial


Treating Your Clients Like Gold Helps Create a Business Model That is Centered Around Referrals

Every customer should be viewed as an opportunity to earn another. How can independent mortgage brokers treat their clients so well that it creates a 100% referral-based business? Tune into episode #5 of Good. Better. Broker. to learn the blueprint for giving clients an experience that will have them sending everyone they know your way.

In this episode of the Good. Better. Broker. Podcast, you’ll hear from 2 independent mortgage brokers who work exclusively off referrals by treating all of their clients like they’re the most important one.


In this episode, we discuss ...

1:48 – Patrick’s definition of customer service
2:35 – How they communicate with all parties in the transaction
3:12 – What they do to learn more about their clients on a personal level
3:58 - The little things they do during the process
6:06 – The importance of building relationships with clients
8:52 – Patrick’s 3 tips on developing an approach to elite customer service
11:55 – Stephanie’s approach to customer service
12:52 – Stephanie’s approach to client phone calls
14:03 – How Stephanie structures communication with clients
15:09 – How to make it personal when taking a loan application
16:54 – How Stephanie’s business went to 100% referrals
19:10 - What Stephanie does when a client’s loan funds
20:36 – Stephanie’s advice for others on client service


Resources Mentioned in This Episode:
Mortgage Marketing Animals
Building Champions
The CORE Training


Show Contributors:
Stephanie Spaulding

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Patrick Stoy

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Justin White is UWM’s in-house brand journalist and the host of the daily news video, Inside Pass. He creates engaging content across multiple platforms to promote the benefits of the wholesale channel and partnering with UWM. A seven-time Emmy-award winner, Justin is a graduate of the S.I. Newhouse School of Public Communications at Syracuse University.

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