“The service I give to my clients reflects the nomination I received for the award, as the main focus in my business is making sure the service I offer my clients is the best possible,” she says.
As part of the award winning process, she produced a testimonial and did an interview containing all the key information. “The interview wasn’t very difficult in terms of questions because I was talking about things I generally do on a day-to-day basis and I am very passionate about,” she adds.
Laura Windmill tells Mortgage Solutions her daily tasks are face-to-face appointments with locally-based clients for any form of mortgage advice, including those who want to buy their first house and want to know more about the borrowing process and housing transaction.
The corporate approach
She explains that the company provides three stages with clients: the first appointment includes a meeting with customers to explain to them the service and find out if they meet the right criteria to get on the property ladder; the second stage aims to find out the clients’ needs and if they are aware of the risks; the third appointment is to help customers fill in the mortgage application.
Laura demonstrates an authentic passion for what she does, and meeting customers face-to-face is what she enjoys the most.
“Helping someone and feeling they understand the process is when you know you are doing a good job and this is the part that gives me more satisfaction,” she says.
Joining from Coventry Building Society, Laura started her career at Connells Group as a trainee mortgage adviser in March 2014. Given her passionate approach, her progression within the company has come naturally.
With over 3,000 employees and about 700 consultants, Connells Group supports Windmill in her role, providing appointments with people who have been recommended to come and see her for advice for the first time.
She says: “I work alongside an estate agency and this helps me as Connells Group books people to come and see me about their mortgages.
“The estate agency gets calls from people who want to view houses and as part of their registration process they are offered the opportunity to come in and discuss their mortgage requirements with me.”
However, when she is not with customers, she spends a considerable amount of time on administration tasks, such as sending applications to mortgage lenders to be approved, chasing solicitors and helping Connells Group to book appointments.
On the future plans and strategies she would like to put in place as an adviser, Laura points out how important it is to discuss possible pitfalls and complications: “For me, it is just making sure all the clients I see for mortgage advice can get the best possible outcome as it is one of the most stressful things you can experience in life. For this reason, it is very important to make sure they are aware of the risks.”
Further, being organised is one of Laura Windmill’s key priorities, making sure clients get the right answers to all their questions.
“I do not think a business can be successful if you are not meticulous, precise and organised in your customer management. It is very easy to get overrun by appointments and administration tasks.
“Good management always helps to make your job easier too. My regional manager is always there to support me, making my job easier when I need help.”
Where does she see herself in five years time?
“Probably still sitting here at my desk. I enjoy the face-to-face side of things and I want to continue to do what I am currently doing. I like talking to customers, offering our services, and as long as I am successful in what I am doing, I am happy with that.”