Business Accelerator: Winning the first impression

In this week's episode of Business Accelerator, Alex Whitlock and Jason Back unpack the latest insights from the Broker Pulse team and what they mean for mortgage brokers heading into the end of the year. As the market becomes more fragmented and consumer expectations rise, brokers are being challenged to rethink how they attract, convince, and retain clients. The data shows a clear trend: borrowers per broker are declining across major states as more Australians seek personalised service. Yet consumer perceptions around trust and transparency remain a major barrier. With 65 per cent of borrowers choosing the first broker they speak to – and one in three open to switching next time – the pressure to make every first impression count has never been greater. Alex and Jason explore how brokers can bridge the gap between expertise and consumer understanding, from refining messaging and addressing misconceptions upfront to leveraging SEO tools and technology to meet clients where they are. They also discuss why emotional intelligence and genuine salesmanship are now just as important as technical skill. Tune in to hear how exceptional brokers can seize the opportunities in a shifting marketplace by adapting fast, sharpening their client experience, and positioning themselves as trusted partners in an increasingly competitive environment.

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