In particular, interpreting information from the different lenders into meaningful content that can be communicated, and delivered via training sessions, in a way that the adviser understands and which will ultimately benefit the client.
It has become increasingly apparent that despite the information provided by individual lenders, via emails or their website, that most advisers refer to their network’s communication first when looking both for guidance and support.
They perceive this as a single place of trusted and accurate knowledge and guidance, rather than having to sift through multiple websites and communications. Brokers, rightly, expect their network to use their expertise and relationships to gather a greater depth of information than is usually available in the public domain; to disseminate that information from the various sources and communicate it in a way that they can understand.
This dissemination takes two forms; as much as there is immense value in written communication it doesn’t replace face-to-face contact. We all receive myriad emails during the day, many of which will be overlooked or put off until we have more time to read them. You can therefore keep people updated via written communications but training must be face-to-face.
We consider this face-to-face element of support vital and in this ever changing marketplace, it forms an essential responsibility of every network.
Providing training events hand in hand with lender and provider partners provides a joined-up and cohesive approach for brokers. They get to hear why and how products and processes are changing, how to sell them safely and appropriately to their clients; they also learn how to make the most of opportunities within their own businesses. We all expect the ethos within our brokers businesses to be client centric, so that of the network should not only encourage but also mirror this.
Toni Smith is sales operations director at First Complete
