Whether you’re a finance broker, a mortgage broker or insurance broker, looking after your client base is vital. Here we look at some simple ways you can enhance your relationships with your clients.

Firstly, it’s important to keep your records, such as phone numbers and addresses, up-to-date. Regular contacts with your clients will help you manage this. A good, cost-effective way to keep in regular contact with your clients is through a regular newsletter. It doesn’t have to be every month either, bi-monthly or even once every three months will suffice. Put a reminder in each newsletter that if your clients change address details to make sure that they let you know. Reassure them that by doing this, you’ll be able to provide them with the level of service they deserve.

A newsletter also provides brokers with the opportunity to educate clients on issues relating to your business. But remember, don’t just write about your business, you need to provide some real value to your clients. You need to make them want to read your newsletter, so write about issues they will be concerned about. Provide them with some real financial education and you’ll be sure to get your messages across.

Another simple way of staying in touch with your clients is by sending birthday cards or Christmas cards. Not only will this help you keep address details up-to-date, it’s also a great way to build lasting relationships with your clients.

Keeping in contact over the phone is also an important way to build client relationships. A phone call at least once a year for lower value clients and once every six months for higher value clients will suffice. And it’s important to know who your higher value clients are, because you need to show these clients more attention.

As mentioned, education is a key to building and enhancing client relationships. Look at putting some informative articles relating to the type of business you are in on your website. For example, if you’re a mortgage broker, put some tips on how to increase the value of a property. If you’re an insurance broker, you could include articles on what to do in an emergency. A finance broker could include articles on how to choose the right car or boat. If you find an interesting article on the internet, you could even send an email, saying something like “I saw this article on the internet and thought you might be interested…” Doing this helps you keep in touch in an easy, cost-effective way that won’t take up your valuable time.

If any client raises an issue or makes a complaint, deal with it straight away. If the complaint is with the credit or insurance provider, get the details from your client and follow it up immediately. If the complaint concerns your brokerage, deal with it in a transparent way and don’t get emotionally involved. Always make sure you let your client know the correct procedure for making a complaint and keep them informed of your progress when investigating a complaint.

Follow these simple tips and you’ll be well on your way to building and enhancing your client relationships.