This is my first business, but it’s not my first rodeo!
I have been in financial services since 2001. Since then, I have come to understand the importance of great service — the type that leaves not a shred of doubt in the customer’s mind that they are being extremely well looked after.
I set up Stagg Mortgage Services so that I could provide exactly that type of service. I wanted my clients to feel supported at every stage in the process.
For us, scaling is not about adding more and more clients. It’s about growing with the clients that we have
My goal is to make the homebuying process as smooth and stress free as possible, eliminating any worries or uncertainties along the way. In practice, that means providing a concierge service — from start to finish, we’re by our clients’ side.
Generating leads
We live and work in the community we serve, so it’s a matter of personal pride to provide a top-notch service. It is also proving to be a sound business strategy.
My daughter, Grace, does our marketing, and her targeted comms programme focuses on engaging in local-community social-media forums. Through those, we get referrals and client recommendations.
We are fully committed to hand-holding our clients through every step of the process
To date we have focused on Facebook, where most of the client recommendations come, and Instagram, where we get a chance to show the personality of the business.
On both of those platforms, clients and prospects can book in to see us. Interestingly, we’ve found that the more we show who we are as people, through the use of memes, Insta stories and ‘A Day In The Life’ posts, the more engagement with our business services we get.
For now we are going to stick to those two platforms because they are working extremely well for us and generating a healthy pipeline.
We sometimes even speak to the estate agent to put the offer in
We have found that more analogue methods are paying off too. Where we’re based is a cut-through from one area to another. So we invested in a huge sign for the side of our building and we’re getting a lot of footfall as a result; helped by the great Google reviews we get.
Scaling up
For us, scaling is not about adding more and more clients. It’s about growing with the clients that we have — especially around protection.
We want to be there for them, from the start to the end of the homebuying process and at all the points after that.
My goal is to make the homebuying process as smooth and stress free as possible
We are fully committed to hand-holding our clients through every step of the process. That includes getting them a solicitor and doing the paperwork with them.
We sometimes even speak to the estate agent to put the offer in. We want to understand them and their needs.
It’s a level of service that people value, as the referrals and recommendations prove!
This article featured in the December 2024/January 2025 edition of Mortgage Strategy.
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