The following guest sits down with host Justin White:

•   Brooke Marin — BrokerOwner, Motto Mortgage Metro


Delivering a Disney®-like Experience for Your Clients Will Help Drive Repeat Business

People do business with people they like and trust. How can you treat your clients so well that they’ll want to keep coming back to you? Listen to Episode #21 of Good. Better. Broker. as we talk with a mortgage broker whose service model is based on her training at the Disney® Institute.

In this episode of the Good. Better. Broker. podcast, you’ll learn how to deliver a customer service experience rooted in honesty, transparency and authenticity.


In this episode, we discuss ...

•   1:40 – What customer service means to Brooke
•   2:40 – Why Brooke trained with Disney® executives
•   3:53 – How Brooke developed her company’s core values
•   5:53 – The importance of being authentic with your clients and real estate partners
•   8:03 – Why not multi-tasking when talking with clients can lead to more business
•   9:22 – How saying no to a loan can actually be a good thing
•   12:31 – How Brooke uses WhatsApp to communicate with clients
•   14:24 – The difference between service recovery and a plus experience for clients


Resources Mentioned in This Episode:

Disney® Institute
UTrack
WhatsApp


Show Contributor:

Brooke Marin
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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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