In this episode of The LVR Podcast, Ruan Burger and Marissa Schulze dig into Week 9 of the Broker Journal: The Importance of Clear Communication. It sounds straightforward, but poor communication is one of the biggest sources of rework, delays, and frustration in a broking business — and most of it is entirely preventable.
Ruan zeroes in on one of the most common mistakes brokers make: leaving too much to the credit assessor. Most assessors are simply ticking boxes and following policy — they're not there to solve problems you haven't already solved. The broker's job is to anticipate every potential issue, address it in the supporting notes, and package the deal so clearly that there's no room for interpretation. Notes should read as if the lender is sitting across the table from the client.
Marissa introduces a practical metric worth tracking immediately: your more information request rate. If a high percentage of your files are coming back with additional questions, that's a direct signal that your communication needs tightening. Reducing that percentage and increasing straight-through processing doesn't just save time — it improves profitability, client experience, and your reputation with lenders all at once.
The challenge this week: start tracking your more information requests, set a baseline, and commit to improving it.
Ready to sharpen how you package and present deals? Explore the Broker Journal at successandbroker.com.au/the-broker-journal
Thank You To Our Hosts: Ruan Burger and Marissa Schulze
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