Mortgage Client Retention Strategies for Canadian Brokers
Your existing client database is the most valuable, yet often overlooked, asset in your business. While you invest significant time, energy, and money into finding the next new lead, a goldmine of opportunity sits right in front of you. It costs five to 25 times more to acquire a new customer than to keep an existing one. Focusing on mortgage client retention isn't just about providing good service; it's the most efficient path to sustainable growth. It means working with people who already know and trust you, creating a stable foundation of repeat business that can weather any market cycle.
Key Takeaways
Focus on Retention for a Resilient Business: It's far more profitable to nurture existing clients than to constantly chase new leads. This approach builds a stable pipeline of renewals and referrals that sustains your business through any market shifts.
Provide Consistent Value to Stay Top-of-Mind: Shift from one-off transactions to lifelong relationships by using technology to deliver personalized, valuable updates, like homeowner reports, that keep you relevant between mortgage cycles.
Systematize Your Strategy for Lasting Loyalty: Create a repeatable process for client care by training your team, formalizing your referral program, and tracking key metrics to ensure your retention efforts are delivering real results.
Why Keeping Clients Is Your Smartest Business Move
As a mortgage broker, you’re an expert at the hunt—finding new leads, nurturing prospects, and closing deals. But what happens after the paperwork is signed and the keys are in hand? Too often, that relationship goes quiet. The real secret to building a resilient, long-term business isn’t just in finding the next client; it’s in holding onto the ones you’ve already earned.
Focusing on your existing client base is more than just good service; it’s a powerful business strategy. It allows you to build a predictable pipeline of renewals, refinances, and referrals that can sustain your business through any market cycle. When you shift your perspective from one-off transactions to lifelong relationships, you create a stable foundation for growth. Let’s break down why keeping your clients is the most valuable work you can do.
The Real Cost: Finding New Clients vs. Keeping Yours
We all know that finding new clients takes a lot of work, but the actual cost might surprise you. Research shows it can cost anywhere from five to 25 times more to acquire a new customer than to keep an existing one. Think about all the resources you pour into lead generation: marketing campaigns, networking events, and countless hours spent building trust from scratch. It’s a significant investment of both time and money.
Keeping your current clients helps your mortgage business make more money while spending less on finding new ones. When you nurture the relationships you already have, you’re working with people who already know, like, and trust you. The foundation is already there, making it much easier to help them with their next mortgage need, whether it’s a renewal in a few years or a refinance to access their home equity.
How Retention Builds Predictable, Long-Term Revenue
A strong retention strategy does more than just save you money; it actively builds a more profitable and predictable business. Even a small improvement in how many clients you keep can lead to huge growth over time. In fact, some studies suggest that increasing client retention by just 5% can increase profitability by 25% to 95%.
This happens because repeat clients are the bedrock of a stable business. Instead of constantly chasing new leads, you can count on a steady stream of renewals and refinances from your existing database. This creates a predictable revenue stream that smooths out the highs and lows of the market. You’re no longer just a broker for a single transaction; you become a trusted advisor for your client’s entire homeownership journey, creating opportunities for repeat business for years to come.
Turn Happy Clients into Your Best Referral Source
Happy clients don’t just come back; they bring their friends. When you provide exceptional value long after the closing date, you create advocates for your business. A well-cared-for client is your most effective marketing tool, and their word-of-mouth recommendations are pure gold. Good retention can increase customer referrals because satisfied clients are eager to share their positive experiences.
This creates a powerful cycle of growth. Your happy clients send you high-quality leads who already have a positive impression of your services, making them easier to convert. This not only fills your pipeline but also strengthens your reputation in the community and with referral partners like real estate agents. When other professionals see that you’re committed to long-term client care, they’ll be more confident in sending business your way.
What Makes Client Retention So Hard Today?
If you feel like it’s getting tougher to keep clients in your corner, you’re not wrong. The mortgage landscape has changed, and the old ways of doing business just don’t cut it anymore. Homeowners are savvier, competition is fiercer, and loyalty is harder to earn. Several key challenges are making it difficult for brokers to build lasting relationships, but understanding them is the first step to overcoming them. From the silence that follows a closed deal to the pressure of rate shopping, let's break down the modern hurdles to client retention.
The Post-Closing Silence: Why Clients Disappear
Once the paperwork is signed and the keys are in hand, it’s easy to lose touch. The reality is, most clients simply forget about their mortgage broker. With automated payments and digital banking, they aren't reminded of you regularly. This communication gap is why only about one in five clients return to their original broker for their next mortgage. Without a consistent and valuable reason to stay in contact, you become a distant memory associated with a single transaction. The post-closing period isn't an ending; it's the beginning of a long-term relationship that you need to actively nurture to prevent your clients from drifting away.
Standing Out When Everyone Is Rate Shopping
Let’s be honest: to many clients, mortgage products can look very similar. When the main differentiator appears to be the interest rate, homeowners are conditioned to shop around for the best deal. This makes it incredibly difficult to build loyalty based on your service alone. Compounding this is the long-term nature of a mortgage. The average Canadian stays in their home for years, meaning there’s a huge gap between transactions. If your only touchpoints are at purchase and renewal, you’re leaving the door wide open for a competitor to swoop in with a slightly better rate when the time comes. Your value has to extend beyond the transaction to build a brand that clients trust and want to stick with.
Keeping Up with Your Clients' Digital Expectations
Today, the battle for clients is won or lost on customer experience. People are used to the seamless, personalized service they get from companies like Amazon and Netflix, and they expect the same from their mortgage professional. In fact, many borrowers now say the overall experience is more important than the interest rate when choosing who to work with. They want proactive updates, easy access to information, and a feeling that you understand their specific financial journey. If your process feels clunky or your communication is generic, they won’t hesitate to look elsewhere. Meeting these high digital expectations is no longer a bonus—it’s the standard for keeping clients happy and engaged for the long haul.
Core Strategies to Keep Your Clients for Life
Building a business where clients stick with you for the long haul isn’t about flashy marketing or complicated schemes. It’s about consistency, connection, and proving your value long after the closing documents are signed. When you shift your focus from simply completing a transaction to managing a lifelong relationship, you create a stable foundation for your business. Your clients stop seeing you as just a broker and start seeing you as their trusted homeownership advisor.
The following strategies are the building blocks of a powerful retention plan. They’re not quick fixes, but foundational practices that help you build genuine, lasting relationships. By weaving these into your daily operations, you can create a client experience that keeps them coming back and turns them into your most enthusiastic advocates. It’s about being proactive, personal, and genuinely helpful—qualities that will always set you apart from the competition.
Personalize Your Communication
Generic, one-size-fits-all emails just don’t cut it anymore. To truly connect with your clients, you need to make your communication personal. This means going beyond just using their first name in an email. It’s about remembering the details: their long-term financial goals, the reason they bought their home, or major life events. A simple, personalized check-in when you know they’ve had a baby or started a new job shows you’re paying attention and care about their journey.
This level of personalization is key to a robust client retention strategy. When you keep in touch and reference their specific circumstances, you’re not just a broker; you’re a partner in their financial life. This builds a deep sense of trust and loyalty that a competitor’s lower rate can’t easily break.
Plan Your Touchpoints Strategically
Staying top-of-mind requires a plan. You can’t rely on memory to reach out at the right moments. Instead, map out a strategic communication calendar for every client. Key touchpoints should include their mortgage anniversary, a check-in six months post-closing, and reminders well ahead of their renewal date. This proactive approach ensures you’re the first person they think of when their mortgage needs change.
Using a customer relationship management (CRM) system or a platform like Ownwell can help you automate these reminders so nothing falls through the cracks. A well-timed message can be the difference between retaining a client and losing them to another broker or their bank. By systemizing your outreach, you create a consistent, professional experience that shows clients you’re organized and attentive to their needs.
Create Content That Actually Helps
Your relationship with clients shouldn’t stop once the mortgage is funded. Position yourself as an indispensable resource by sharing content that genuinely helps them. Instead of sending sales pitches, provide valuable information about the realities of homeownership. This could be a newsletter with updates on the Canadian housing market, tips for building home equity, or a guide to preparing for property tax season.
When you consistently offer helpful advice, you build authority and trust. Your clients will see you as their go-to expert for all things home and finance. This approach keeps you relevant in their lives between mortgage transactions. The goal is to make your name synonymous with credible, useful information, ensuring they turn to you—not Google—when they have questions.
Listen and Act on Client Feedback
Feedback is a gift, even when it’s hard to hear. Creating channels for clients to share their experiences is crucial for improvement and retention. If a past client goes elsewhere for their next mortgage, don’t be afraid to reach out and ask why. Understanding their reasons provides invaluable insight that can help you strengthen your business and prevent other clients from leaving for the same reasons.
You can also be proactive by sending a simple feedback survey after closing. Ask what went well and where you could improve. Acting on this information shows clients that you value their opinion and are committed to providing the best possible service. This simple act of listening can turn a good experience into a great one and solidify a client’s loyalty for years to come.
Become Their Go-To Homeownership Resource
Your ultimate goal is to be more than just a mortgage broker. You want to be your clients’ lifelong homeownership advisor. This means being the first person they call with any question related to their home, from refinancing options to finding a reliable contractor. Providing this level of excellent customer service and support is what builds unbreakable loyalty.
Expand your value by building a network of trusted professionals—realtors, financial planners, lawyers, and inspectors—that you can refer clients to. When you can confidently connect them with other great service providers, you become an essential part of their homeownership team. This holistic approach ensures you remain central to their financial lives, making it a natural choice for them to return to you for all their future mortgage needs.
Use Technology to Strengthen Client Relationships
Let’s be honest: you can’t personally call every single client every month. But you also can’t afford to let them forget you. This is where technology becomes your most valuable partner. Using the right tools isn’t about replacing your personal touch; it’s about scaling it. It allows you to maintain consistent, valuable contact with your entire client base, ensuring you’re the first person they think of when they have a question about their mortgage or are ready for their next move.
A smart tech stack helps you work more efficiently, automating the routine touchpoints so you can focus on the high-value conversations. Instead of manually tracking renewal dates or digging for client information, you can have a system that surfaces opportunities for you. By leveraging technology, you can provide proactive, personalized advice that keeps your clients engaged and loyal, turning your past business into a predictable source of future revenue. It’s about building a system that nurtures relationships long after the closing documents are signed.
Send Automated Updates and Homeowner Reports
One of the most powerful ways to stay connected is by providing consistent, tangible value. Instead of a generic monthly newsletter, imagine sending your clients a personalized report detailing their home’s updated value, their current equity, and how much they’ve paid down on their principal. This is what modern client engagement looks like. Using a platform to send automated homeowner reports transforms your communication from a simple check-in to a valuable financial update. It reinforces your role as their trusted homeownership advisor and keeps your name front and centre, all without you having to lift a finger for each report.
Use Data to Understand Your Clients' Needs
You have a goldmine of information on every client: their mortgage terms, property details, original purchase price, and more. Technology helps you put that data to work. By consolidating this information, you can get a clear, 360-degree view of each client’s financial situation. This allows you to anticipate their needs before they do. You can see who is approaching their renewal date, who has built up significant equity for a potential refinance, or who might be in a position to consider an investment property. This data-driven approach lets you tailor your outreach with relevant, timely opportunities.
Integrate Retention into Your CRM
Your Customer Relationship Management (CRM) system should be more than just a digital address book; it should be the engine of your retention strategy. When you integrate your client engagement tools directly with your CRM, you create a seamless workflow for nurturing long-term relationships. This integration can trigger automated tasks, schedule follow-up reminders for key dates like mortgage anniversaries, and log every client interaction in one central place. This ensures no client ever falls through the cracks and that your entire team has the context they need to provide outstanding service. A well-integrated CRM for mortgage brokers becomes your command centre for client loyalty.
Choose the Right Digital Communication Tools
Your clients expect a modern, seamless communication experience. Having the right digital tools in your arsenal is key to meeting that expectation. This means creating a tech stack where your systems talk to each other—from your lead generation forms to your loan origination software and your long-term client engagement platform. When your tools are connected, you can create a consistent and professional journey for every client. This unified approach ensures that whether a client is receiving an email, a text message, or a homeowner report, the experience feels cohesive and reinforces the strength of your brand.
Personalize at Scale with Smart Automation
Automation doesn’t have to feel robotic. In fact, the goal of smart automation is to deliver highly personalized messages at scale, making each client feel like they’re your only one. With the right data and tools, you can send messages that are genuinely useful and relevant to their specific situation. Think automated emails celebrating their "mortgage-versary," alerts about favourable rate changes that could benefit them, or neighbourhood market updates. This level of personalization shows you’re paying attention and proactively looking out for their financial well-being, building deep-seated trust and loyalty over time.
How to Build a Retention Program That Works
Putting together a client retention program might sound like a huge undertaking, but it doesn't have to be. It’s really about moving from random check-ins to a structured, repeatable system that consistently adds value for your clients. A great program is built on a few core pillars that work together to keep you top of mind and reinforce your role as their trusted homeownership advisor. By being intentional about how you connect with clients after their mortgage closes, you create a powerful engine for repeat business and referrals. The key is to start with a few simple, meaningful actions and build from there.
Develop a Simple Loyalty Program
You don’t need a complicated points system to show your clients you appreciate them. A loyalty program can be as simple as acknowledging their business in a thoughtful way. We all know it costs far more to attract a new client than to keep an existing one, which is why it’s so important to reward existing clients for their trust. Consider sending a high-quality closing gift, a gift card to a local coffee shop on their one-year home anniversary, or an annual holiday card. These small gestures make clients feel valued and seen, turning a transactional relationship into a long-term partnership.
Launch Client Education Initiatives
Your expertise is one of your most valuable assets, so share it! Instead of only reaching out when it’s time to renew, provide ongoing value through client education. This could be a monthly email newsletter with updates on the Canadian housing market, tips for managing home equity, or explanations of mortgage terms like prepayment privileges. The goal is to provide genuinely helpful information that empowers your clients as homeowners. When you consistently show up as a knowledgeable resource, you build deep trust and become the first person they think of for any mortgage-related questions.
Offer Proactive Financial Reviews
Don’t wait for your clients to call you with a problem. Being proactive is the secret to demonstrating your long-term commitment to their financial well-being. A great strategy is to schedule a check-in about six months to a year after their mortgage closes. You can frame this as a complimentary financial review to see how they’re settling in and if their current mortgage product still fits their goals. This simple touchpoint shows you care beyond the initial transaction and can often uncover opportunities to help them save money or pay down their mortgage faster.
Formalize Your Referral Program
Happy clients are your best advocates, but you need to make it easy for them to spread the word. Formalizing your referral program means creating a clear and simple process for clients to send friends and family your way. It also means having a system to thank them for it. This doesn’t need to be complex; it could be an email template they can easily forward or a small gift card as a token of appreciation for every successful referral. When you leverage the positive experiences of your clients, you encourage more referrals and create a cycle of growth fueled by your excellent service.
How to Know if Your Retention Strategy Is Working
You can have the best intentions, but without a way to measure your efforts, you’re just guessing. A solid retention strategy isn't just about feeling connected to your clients; it's about seeing tangible results in your business. As the old saying goes, "what gets measured gets managed." By tracking the right metrics, you can see exactly what’s working, what’s not, and where you can make adjustments to build even stronger, more profitable client relationships for the long haul. This isn't about complex analytics—it's about focusing on a few key numbers that tell the story of your client loyalty.
Track Key Performance Metrics (KPIs)
Think of Key Performance Metrics (KPIs) as your strategy’s report card. They are the specific, measurable values that show you how effectively you’re keeping clients engaged. For a mortgage broker, the most important KPIs go beyond the initial closing. You should be tracking your client renewal rate, the number of successful refinances from your existing database, and your referral rate. How many of your past clients are sending friends and family your way? These numbers give you a clear, unbiased look at your performance. A high referral rate, for instance, is a strong indicator that you’re not just closing mortgages—you’re building genuine trust and brand loyalty.
Calculate Your Client Lifetime Value (CLV)
Client Lifetime Value (CLV) is the total revenue you can reasonably expect from a single client throughout their entire relationship with you. It’s a powerful metric because it shifts your focus from one-off transactions to long-term partnerships. A client isn't just a single commission; they represent multiple opportunities, from their first mortgage to renewals, refinances, and even a second property down the line. When you calculate your CLV, you start to see the true financial impact of losing a client to a competitor. A rising CLV is a clear sign that your retention efforts are paying off and that clients see you as their go-to advisor for all things homeownership.
Measure Client Happiness with a Net Promoter Score (NPS)
How likely are your clients to recommend you to a friend? The Net Promoter Score (NPS) answers this exact question. It’s a simple yet powerful way to measure client satisfaction and loyalty. By asking this one question on a scale of 0 to 10, you can categorize your clients into Promoters, Passives, and Detractors. Your most loyal clients are more than just happy customers; they become your brand ambassadors, driving word-of-mouth marketing that is more effective than any ad. Using an NPS survey also gives you a chance to gather direct feedback and address any issues before a client decides to look elsewhere for their next mortgage.
Refine Your Strategy with Data
Tracking these metrics is only half the battle. The real value comes from using that data to refine your approach. If your referral rate is low, it might be time to formalize your referral program. If your NPS score dips, you can dig into the feedback to understand why. Your data provides the roadmap for improvement. Regularly review your KPIs, CLV, and NPS results to identify trends and patterns. This allows you to make informed decisions instead of relying on gut feelings. By continuously analyzing what the numbers are telling you, you can adapt your communication and service to better meet your clients' needs and keep them for life.
Create a Culture That Puts Clients First
A client-for-life strategy isn't just about sending the occasional email; it's about building a business culture where retention is everyone's priority. When your entire team—from brokers to administrative staff—is focused on the long-term success of your clients, retention stops being a task and becomes the natural outcome of how you operate. This means shifting the focus from simply closing a deal to becoming a trusted homeownership advisor for the entire life of the mortgage.
Creating this culture involves setting clear expectations and providing your team with the right tools and training. It’s about empowering them to build genuine relationships and making client care a core part of their daily workflow. When your team understands that keeping a client is just as important as finding a new one, they’ll start looking for opportunities to add value at every stage of the client journey. This solidifies your brokerage's reputation as a true partner, not just a transaction facilitator.
Train Your Team for Long-Term Relationships
Your team's mindset is the foundation of your retention strategy. Train them to see themselves as long-term advisors, not just mortgage originators. The goal is to be the first person a client thinks of for any home-related financial questions, long after the closing documents are signed. This means equipping your team with the knowledge and communication skills to be genuinely helpful and proactive. Encourage them to be friendly, approachable, and to always prioritize the client's best interests. When your team acts as a trusted resource, clients are far more likely to return for their next mortgage and refer their friends and family.
Weave Retention into Your Everyday Process
Retention shouldn't be an afterthought. It needs to be a built-in part of your brokerage's standard operating procedures. We all know it costs significantly more to acquire a new customer than to keep an existing one, so make retention a measurable part of your process. For example, you could implement a mandatory six-month post-closing check-in call for every client. By making these touchpoints a non-negotiable step in your workflow, you ensure consistent contact and show clients you’re invested in their journey. This simple process can uncover new opportunities and reinforce your value long before they start thinking about their renewal.
Focus on Building Real Connections
Clients stick with brokers they know, like, and trust. Building that trust comes from making real, human connections. Encourage your team to remember the small details about clients—their kids' names, a recent vacation, or their career goals. A good customer relationship management (CRM) system is essential for tracking this information and personalizing your interactions. When you follow up, you can reference these details to show you were listening. This approach turns a transactional relationship into a personal one. It proves you see them as more than just a file number, which is something a big bank can rarely compete with.
Set Clear Communication Standards
Consistent, valuable communication is key to staying top of mind. Work with your team to establish clear standards for how and when you’ll connect with clients. This isn't about spamming them with sales pitches; it's about providing timely and relevant information. For instance, you could segment your client list and send tailored market updates that fit their specific situation or life stage. Staying in touch helps you learn about life changes—like a new job or a growing family—that might create new mortgage needs. By setting a clear communication cadence, you create a reliable and professional experience that clients can count on.
Take Your Retention Strategy to the Next Level
Once you have the fundamentals down, you can start building a more sophisticated and proactive retention system. Moving beyond standard check-ins means using data and technology to anticipate your clients' needs and provide value at precisely the right moment. This is where you transition from being a broker they used once to their lifelong homeownership advisor. These advanced strategies are about creating a system that not only keeps clients loyal but also uncovers new opportunities within your existing database, turning it into a predictable source of recurring business. By getting ahead of your clients' financial journeys, you solidify your role as an indispensable part of their team, making it an easy choice for them to work with you again and again.
Track Important Client Milestones
In the mortgage world, the time between transactions can be long. The average Canadian homeowner might not think about their mortgage for years at a time, but their financial situation is always changing. Tracking key milestones is your chance to stay relevant during that quiet period. Think beyond just the mortgage renewal date. Keep an eye on their original purchase anniversary, when they hit a significant home equity threshold (like 20%), or when their mortgage term is halfway through. Acknowledging these moments with a personalized message or a helpful report shows you’re paying attention. It’s a simple, powerful way to build a lasting relationship and keep your name top of mind.
Analyze Client Behaviour to Anticipate Needs
Your clients’ actions can tell you a lot about what they might need next. Are they logging into their client portal more frequently? Have they downloaded a report on refinancing? These digital breadcrumbs are signals that they might be considering a change. By consolidating client information from different systems, you can get a complete picture of their journey and start to anticipate their needs. Instead of waiting for them to call you with questions about breaking their mortgage, you can proactively reach out with helpful information about their options. This positions you as a trusted advisor who is one step ahead, ready to help before they even realize they need it.
Use Predictive Analytics to Find Opportunities
Predictive analytics takes anticipating needs to the next level. It involves using technology to analyze past and current data to forecast future outcomes. For your business, this means identifying which clients are most likely to renew, refinance, or even sell their home in the near future. Modern client engagement platforms often have these tools built-in, automatically flagging opportunities you might otherwise miss. For example, the system could alert you when a client’s property value has increased significantly, making them a prime candidate for a home equity line of credit. Using predictive analytics allows you to focus your energy on the clients who are most receptive to your advice right now.
Continuously Optimize Your Performance
You can’t improve what you don’t measure. To know if your retention efforts are paying off, you need to track your performance. Start by calculating your client retention rate—the percentage of clients who continue to do business with you over a specific period. But don’t stop there. Look at metrics like Client Lifetime Value (CLV) to understand the total revenue a client brings to your business over time. As the saying goes, "what gets measured gets managed." Regularly reviewing these key performance indicators will show you what’s working and where you can refine your approach, ensuring your retention strategy is always getting better and delivering a strong return on your investment.
Set Up Automated Client-Triggered Programs
Putting all these pieces together manually is nearly impossible, which is where automation comes in. You can set up programs that automatically send personalized communications based on specific client triggers. For instance, when a client reaches a certain equity milestone, an automated system can send them a customized report showing them how they could use that equity. When their renewal date is 120 days away, they can automatically receive an email sequence preparing them for the process. This isn’t about sending generic spam; it’s about using technology to deliver a highly relevant, personal touch at scale, ensuring no client or opportunity ever slips through the cracks.
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Frequently Asked Questions
My clients seem to only care about getting the lowest interest rate. How can I build loyalty when they're always shopping around? This is a common challenge, and the key is to shift the conversation from rate to overall value. When your service is memorable and you position yourself as a long-term homeownership advisor, the rate becomes just one part of a much bigger picture. By providing consistent, helpful advice on things like building equity or market trends long after the deal closes, you build a level of trust that a competitor's slightly lower rate can't beat. The goal is to make the experience of working with you so valuable that they wouldn't think of going anywhere else.
I'm a busy broker. What's the most impactful first step I can take to improve client retention without overhauling my entire business? Start with one thing you can automate. The biggest hurdle to retention is often the post-closing silence, so find a simple way to bridge that gap consistently. A great first step is to set up automated monthly homeowner reports for your clients. This provides them with tangible value—like their updated home value and equity—while keeping your name top of mind every single month. It’s a high-impact action that requires minimal ongoing effort from you.
How often should I contact my clients? I don't want to be forgotten, but I also don't want to annoy them. It’s less about the frequency and more about the relevance of your communication. Instead of random check-ins, plan your touchpoints around meaningful moments. Key times include their mortgage anniversary, a check-in six months after they move in, and proactive outreach well before their renewal date. Beyond that, aim to provide genuinely useful content, like a quarterly market update or tips for property tax season. As long as every email or call provides real value, your clients will be happy to hear from you.
What's the real difference between my CRM and a client engagement platform? Think of your CRM as your digital filing cabinet; it’s fantastic for storing client information, contact details, and key dates. A client engagement platform is the engine that puts all that information to work for you. It actively uses your client data to automate personalized communication, send valuable reports, and surface new opportunities like refinances or renewals. While a CRM helps you stay organized, an engagement platform helps you build and maintain the relationship.
You mentioned tracking metrics like Client Lifetime Value. Isn't that overly complicated for a small brokerage? It doesn't have to be. You can start with a very simple approach. To get a basic idea of your Client Lifetime Value, just look at the total commission earned from a single client who has done multiple deals with you—a purchase, a renewal, and maybe a refinance. This gives you a tangible number that proves the financial worth of keeping a client happy. You don't need complex spreadsheets to see that a loyal, long-term client is one of your most valuable business assets.
