Positive Commercial Finance achieve over 100 ‘Excellent’ feedback reviews as business surges
22 February 2016
Specialist commercial and development broker Positive Commercial Finance have received over 100 ‘excellent’ reviews for providing a first class service to clients and lenders.
Positive have implemented several key service actions to their processes which they see as vital to growing their business and providing their clients with the expert input development cases often demand.
These include responding quickly and within a service level timeframe on every enquiry; using expertise to review all options on the enquiry and look for a way to source a lender for each case; promise what will happen next, but not to over-promise which could lead to unachievable outcomes being expected by the client; giving the client the opportunity to provide feedback at each stage.
Using independent feedback site Feefo, Positive have achieved a 100% positive rating from over 100 clients. This clearly demonstrates expert product knowledge and understanding of each case as well as their vast experience with lenders to know what the specific requirements are to get a development loan funded.
With so many new products being issued what seems like every day by lenders, Positive believe it’s a misconception that all brokers and clients are totally rate and LTV focused. Rate is important but if providing a slick service prevents problems on transactions and improves efficiency, then clients often prefer this to just a low headline rate.
As a specialist commercial and development broker, Positive deal with quite complex cases and that’s why it was so important to introduce a structured approach to communication and key actions at each stage of the loan process to move a case along.
John Waddicker, Director, commented: “Since we implemented our service procedures at the beginning of 2015 and modelled our business around key actions at each stage of the loan cycle, we have seen several benefits. We have happier clients and saved ourselves a lot of time and effort, so progressing cases far more efficiently. The result has been not only more completions, but also, and crucially for us, more repeat business from clients. The results on independent feedback site Feefo are testimony to this and as we fine tune our processes and communications we believe this will continue and improve in 2016.”
