Katrina Barry, who really knows her stuff in customer focus, innovation, and leadership, shared a few tips that mortgage brokers can pick up and run with. They’re all about stripping away the fluff, truly listening to your customers, and making sure your team feels like a cohesive unit.

Keep it simple and straightforward

Katrina’s mantra might sound a bit blunt, “Keep It Simple, Stupid” but it’s really just a friendly nudge to avoid unnecessary complications. Think of it like planning a family holiday: you wouldn’t want to cram in too many activities and leave everyone feeling stressed before you’ve even hit the road. In the mortgage world, it can be all too easy to bury clients under acronyms and technical talk, leaving them more confused than confident.

So, how can you dial it back? Use plain language, talk to clients the same way you’d explain something to your neighbour, and be clear about what’s at stake. Mortgage broking might be full of technical details, but a simple, honest conversation may go a long way towards building trust.

Let customer insights spark innovation

Innovation doesn’t have to mean reinventing the wheel, it can also come from spotting little bumps in your customer journey and smoothing them out. Katrina suggests jumping into your clients’ shoes. Mystery shop your own services or read through feedback with fresh eyes.

Maybe your customers would love a straightforward checklist explaining the steps to loan approval. Or perhaps they’d appreciate short videos that break down each phase of the mortgage process. Like a well-tuned car engine, small tweaks may make everything run smoother and show clients you’re really listening.

Foster a team culture that shines

A supportive, motivated team might be a broker’s greatest hidden advantage. Katrina reminds us that culture isn’t just about having a mission statement pinned to the wall—, it’s about how everyone treats each other daily.

You can start by making sure your team has common goals that spark real enthusiasm. Celebrate wins—both big and small. Keep an open-door policy so everyone feels comfortable sharing ideas. When your people are proud of the work they do, clients often feel that energy. It’s a bit like a footy team firing on all cylinders, when everyone’s on board, the results can speak for themselves.

Step up and stand out

These strategies might help you stand out in what can be a cluttered market. Katrina’s advice nudges us to take a step back: Are we speaking our customers’ language? Are we adjusting our services to fit their needs? Are we making sure our teams feel valued and heard?

Just remember, success isn’t only about what you do, it’s about how you do it. When you communicate clearly, innovate based on real feedback, and nurture a healthy team culture, you could build the kind of trust that keeps clients coming back. And at AFG, we’re here to back you every step of the way.

Any information provided above about a particular situation, or an individual experience, is not an indication of future performance and no representation or warranty is made that the information contained above is appropriate for any particular circumstance or indicates that a particular course of action should be followed.