SPEAKER_01 0:10

Welcome to the episode where we compare Uber drivers to the mortgage advisors. What did they have in common? James is looking at me very puzzled. Hello, James.

SPEAKER_00 0:17

Hello.

Sydney Trip And Proud Mum Moment

SPEAKER_01 0:19

I had this epiphany. Over the weekend, I spent a lot of time taking Ubers. Um, we were in Sydney. My son had a tech condo competition. Proud mama here. I'm just going to give him a shout-out, even though he won't listen to this. But that my son represented the New Zealand team, which was really, really cool. It was a big deal. You know, only 15 people got chosen from across New Zealand to go to Sydney and compete in the Oceania champ. And it was one of the higher graded competitions. Yeah. So um they all come in different grades. And that was really cool. So it was me and my eldest son. We went there and we took a lot of Ubers from the hotel to the venue, back and forth, back and forth. Yeah. And and as I was taking those Ubers, I realized we have a lot in common. And I drew this analogy. Are you ready for this?

Great Service Versus Self Service

SPEAKER_00 1:07

I think so. Okay.

SPEAKER_01 1:09

So look, some of the Uber drivers, they were awesome, right? They would talk to you, they would open the boot, they would um take your bag, they were interested in you. They wanted to know where you're going, what you're doing, and how long you're gonna spend the time there, you know, what are your plans? They really took time to understand who you are. Yeah, it wasn't just hey, get in the car, I'll drop you to you, you know, from point A to point B, see you later. Some of them really took their time. And then some of them were really crap.

SPEAKER_00 1:42

Yeah.

What Clients Face When They Google

SPEAKER_01 1:42

You know, they would turn up, they wouldn't even come out of the car, even though we had suitcases or bags or whatever, they would open the boot and the boot went down. You know, we just had to do a lot of self-service. Then you get in the car, you don't even get hello, and they're just driving, they're in the mode, they drop you off. Yeah, say goodbye. They don't even say goodbye. And that occurred to me that a lot of people they come to us, they go, Oh, you know, I spoke to a previous mortgage broker, I didn't have the same experience, you know, you guys rock. Yeah, I'll take that, because we've got Google reviews to back us up. And that's where I realized that matters, you know, not all the mortgage advisors are the same.

SPEAKER_00 2:19

Well, this is what I'm learning too, is that just because you know, people get in contact with us, and just because we're not maybe necessarily able to help them right now, they're not quite ready, but we can help them in the future. So why do we why do you turn people away and not give them a good service when you know that person, if you give them a poor service, they're not going to tell their friends to go and talk to you. You've you've got to really make the effort to talk to everybody and see what comes of it. Yeah. Um, and you know, and this is one of the things that came up at the conference a lot when you get in the elevator with somebody or you get in an Uber with anybody, are you talking to them about you, you know, are you trying to get to know them? Yeah, you know, how how are you explaining what you're doing? So you've got to take those opportunities, right? So yeah, I get it. And as an somebody that's beginning to take Uber Uber myself, I never know where do you sit in the front or the back? I always sit in the front.

SPEAKER_01 3:14

I always sit at the back.

SPEAKER_00 3:15

Okay, yeah. I've been sitting in the front.

Helping People Now Or Later

SPEAKER_01 3:17

I don't know what I just you can sit anywhere you like, James. But for me, it was like it's only one app, right? It's one app, you hit the button, and you get the Uber driver. You don't know what you're getting, right? You're getting a surprise. And I guess for a lot of our clients, it's the same thing. They go onto Google, they'll put in mortgage advisor, Carpete, Mortgage Advisor Wellington, Mortgage Advisor New Zealand, and you get a whole list of people to choose from. So you don't know what you're getting sometimes. But the difference is you know, someone could be doing their level five and they become a mortgage advisor. I did my level five, I'm a mortgage advisor. But what's the difference between me and the guy next door? It all comes down to service, it all comes down to how you treat people, how you take time to get to know them and to understand their goals and their destination.

SPEAKER_00 4:05

Yeah.

SPEAKER_01 4:05

And then it's your job as a mortgage advisor to be that Uber driver to get them to that destination and drop them off nice and safe and happy. Leave them feeling a little bit better than what they had when they got on your car.

SPEAKER_00 4:19

Yeah, it's not just about finding how much money they've got and if they don't have the right amount, then you don't talk to them. Or, you know, because that does happen with some advisors, doesn't it? It's like if you're not gonna if you're not looking at a million dollar mortgage, they don't want to deal with you. Whereas we we deal with everybody and we try to see everybody through and you know, we want to know what their goals are first and foremost and how we can achieve how we can help them get there.

SPEAKER_01 4:42

But I just had that epiphany. Do you think it's a cool one?

SPEAKER_00 4:45

I do. Yeah. Thank you. I you like my analogies. I always try to- I have to go along with it, she's the boss.

SPEAKER_01 4:50

I always try to draw analogies in life, but even my son pointed out to me, you know, when um we were taking all the Zubas. He said to me, Mom, some of those are really nice guys, like the ones that were dropping us off. And but some of them didn't even talk to us.

SPEAKER_00 5:03

Yeah, it's a good learning thing for him.

SPEAKER_01 5:05

And I said to him, Remember how you felt when the good guys were treating you good and the bad guys were treating you bad, and make sure that you will operate like that good driver. Yeah, you know, remember how it made you feel because people will always remember how you make them feel.

SPEAKER_00 5:20

Yeah.

SPEAKER_01 5:21

And uh he went, Oh, okay, that went deep. I hope that went deep.

SPEAKER_00 5:26

You learn a lot by watching, you know, it's quite good if you can take your kids with you on work, things like that, or give them that real practical learning thing. And the great thing about your son is that if anybody messes with you, he can beat them up.

SPEAKER_01 5:37

He can beat them up. You know, I can no longer beat him up. I said to him the other day, go tidy up your room or I'll smack your butt. And he looked at me, he laughed.

SPEAKER_00 5:45

Do a round roundhouse kick you in the head or something. Yeah.

A Fast Home Buying Win

SPEAKER_01 5:48

He looked at me and laughed. He said, Mom, you don't need to threaten me anymore. I can just get things done. So I'm very fortunate in that sense. But you're right, you know, like it's it's trying to help clients to get ahead, and maybe not now, but later. Like, how do we show them that pathway? How do we make their life easier?

SPEAKER_00 6:06

Yeah, and like, you know, we've got clients. So I've got a client that I've been working with, you know, a couple of them, six or seven months. Yeah. And we're just trying to get their affairs in order so they can we can put in the strong application for them.

SPEAKER_01 6:18

The only thing, the difference where we don't have as Uber drivers is at the end of the ride, they get a rating and they get a tip. You actually can uh tip them if it was a really good ride. It pops up as options for you.$1,$3,$5. We don't have that option. So um clients are very fortunate to have us without tipping us. But chocolates and wine is always welcome.

SPEAKER_00 6:37

Yeah, chocolate. I love my chocolate and you know, yeah, I appreciate that. Yeah, we always appreciate that. If somebody just says thank you, uh is is really worth quite a lot.

SPEAKER_01 6:47

Yeah, to me, it's you know, when they look at you and they go, I can't believe I've done it. Um I've just had a client I was talking to them last week. They contacted me in the beginning of March. Yeah, they're settling next week. So within a month, going from hey, I want to buy a house to actually bought a house to actually settling. And it's a really, really cool journey that we both had because for her, she contacted someone before me, and that person made it sound very complicated and pretty much gave them no hope. And then she called me, and I was like, nah, we can do this.

SPEAKER_00 7:18

We do the hard stuff. I mean, the stuff that other people don't want to do, you know.

SPEAKER_01 7:21

Yeah, so that was really cool.

SPEAKER_00 7:23

Oh, well, nice.

SPEAKER_01 7:23

Awesome. Well, thank you so much for listening to my um analogy.

Fuel Tracking Tip And Goodbye

SPEAKER_00 7:27

Let's see if I can come up with some of my own.

SPEAKER_01 7:28

Yeah, and uh, I just got told to give you guys a tip. Apparently, there is a website completely irrelevant to the rest of the conversation, but there is a website where you can monitor fuel levels in New Zealand, and that's nzfuel. It's on my phone, so I can't tell you, but it's nzfuel.com.nz, I think. So um, just so you know how much fuel we've got left in the country for the next uh wee while thank you so much for listening. See ya.