In the mortgage and protection industry, building strong relationships with customers is the key to long-term success.
While structured questions are vital for gathering essential financial information, small talk plays an equally crucial role in uncovering subtle, personal details that may not surface during a formal discussion.
Engaging in casual conversation allows you to connect on a more personal level, gaining insights into your customers’ values, hobbies, and aspirations. Seemingly trivial details can reveal significant opportunities for offering personalised financial solutions and protection products.
By taking the time to truly understand your customers’ lifestyles and goals, you can offer tailored solutions that resonate with them on a personal level. So, whether you are a seasoned mortgage broker or just starting out, asking the right questions can provide valuable insights into your customers’ financial situations and help you serve them better.
Moreover, these questions can also pave the way for offering essential protection products like life insurance, critical illness cover, buildings and contents insurance, income protection, and private medical insurance.
Here are ten great questions to get to know your customers better, build lasting relationships, and identify opportunities to offer protection products:
1. How was your day/week?
This simple question can open the door to learning about your customer’s daily routine, challenges, and highlights. It shows genuine interest in their well-being and can help you establish a personal connection.
Follow-Up: Depending on their response, you can delve deeper into their interests or daily activities. If they mention something specific, like a busy day at work, you can ask about their job, hobbies, or interests.
2. Do you have any fun plans for the weekend/holidays?
This question is great for uncovering hobbies, social activities, and interests outside of work. It can lead to a more relaxed conversation and help you learn about their lifestyle and priorities.
Follow-Up: If they mention plans like bike riding, going to a concert, or spending time with family, you can ask further questions about these activities and share related experiences or interests of your own.
3. How long have you been living in this area?
Knowing how long someone has lived in a particular area can reveal their familiarity with the local real estate market and community. It also provides an opportunity to discuss local amenities, schools, and neighbourhood features that may be relevant to their home buying decision.
Follow-Up: You can ask what they like most about the area or if they have any favourite local spots, restaurants, things to do etc. This can also lead to discussions about their preferences for location and community in their home search.
4. What’s your favourite thing to do in your free time?
This question helps you understand your customer’s hobbies and interests, which can be valuable for tailoring your advice and services to their lifestyle. It can also create a relaxed and friendly atmosphere, making them feel more comfortable during the conversation.
Follow-Up: If they mention a particular hobby, such as playing sports or going to the theatre regularly, you can ask more about it, share your own interests, or discuss how these activities might influence their homebuying decisions.
5. What’s the best book, movie, Netflix show (etc.) you’ve read/seen recently?
For customers who enjoy reading, this question can spark a conversation about books, authors, and genres. It can reveal intellectual interests and preferences and provide an opportunity to connect on a more personal level.
Follow-Up: Ask about their favourite genres, authors, or recommendations. You can also share your favourite reads or shows and engage in a discussion about movies, literature and ideas.
6. Are there any local events or festivals you’re looking forward to?
Discussing local events and festivals can provide insights into your customer’s interests and community involvement. This question can lead to conversations about local culture, activities, and preferences for socializing and entertainment.
Follow-Up: Ask about specific events or festivals they enjoy attending or plan to visit. You can also discuss your own experiences with local events and suggest activities that align with their interests.
7. How’s your family doing?
Inquiring about a customer’s family can show that you care about their personal life and relationships. This question can reveal important information about their household structure and family dynamics, which may be relevant to their homebuying decisions.
Follow-Up: Ask about specific family members or their role in the household. You can also discuss how family considerations may influence their home preferences and decisions.
8. How are your pets? / Do you have any pets?
Pets are often an essential part of a family, and discussing them can create a warm and friendly atmosphere. This question can reveal information about their household and lifestyle preferences.
Follow-Up: Ask about their pets’ names, breeds, or funny stories. You can also discuss how pet-related needs might influence their home choices, such as a big garden or pet-friendly neighbourhood.
9. How is work at the moment? / How did you get into your current job or career?
This question allows you to learn more about your customer’s professional background and career journey. It can lead to conversations about their work experiences, goals, and aspirations, which may be relevant to their financial situation and homebuying decisions.
Follow-Up: Ask about their career highlights, challenges, or future aspirations. You can discuss how their career path might influence their financial goals and preferences for a home.
10. Do you have any favourite apps or tech gadgets you can’t live without?
Technology is a common topic of interest for many people, and discussing favourite apps or gadgets can reveal preferences and interests related to tech. This question can lead to conversations about digital lifestyles, smart home technology, and innovation.
Follow-Up: Ask about specific apps or gadgets they use and enjoy. You can discuss how these preferences might impact their homebuying decisions, such as a desire for smart home features or tech-friendly amenities.
Asking the right questions is an essential part of building meaningful relationships with customers in the mortgage industry. By understanding their financial goals, lifestyles, and preferences, you can offer personalised solutions that address their unique needs.
These ten questions serve as a foundation for getting to know your customers better and positioning yourself as a trusted adviser in their home-buying and protection journey.
