1. Presented by

2. Quick Checklist About FrontRunner 7 Habits of High Performers

3. About FrontRunner 17 years Mortgage Industry Experience Coaching and Professional Development Services Core Business Programmes Broad Client Base of Industry Participants Our USP is about Accountability for Best Practice

4. The 7 Habits Be Customer Centric Always be Prospecting Process Efficiency Focus Intelligent Integration Cross SellingLeadership

5. Habit #1 Be Customer Centric – its’ all about the Customer Manage the customer experience Consistent customer care; post settlement communication and services Customer database; your most valuable asset (maintain & use it) Doing the 1% ‘ers

6. Habit #2 always be Prospecting... Referrers Repeats Requests

7. Habit #3 Process efficiency Lead enquiry Lead qualification Research & recommendation Lead conversion Loan application sign up Loan submission Settlement “After settlement care”

8. Habit #4 Focus... your business depends upon it Business planning Performance measurement & reporting Business coach www.flyingsolo.com.au

9. Habit #5 Intelligent Diversification Diversification is offering a new product to existing customers or an existing product to new customers. Customer base alignment – which products & services? Do it yourself versus referral arrangements Expertise, skills and liability issues Risk v Reward

10. Habit #6 Integration of cross selling... the missing ingredient is process Do it yourself versus referral arrangements The Why? For broker & customer... The process; Measure & report performance, improvement opportunity

11. Habit #7 Leadership Integrity & professionalism Self awareness & self development Resilience & self belief Empathy Communication, clarity & consistency of message Lead don’t direct, role model Accountability & responsibility

12. When you’ve mastered these… Set new SMART goals!

13. Business Coach 10 workbooks 5 CD’s 15 CPD Points Total business review Learn from others $490

14. www.frcg.com.au @dougmathlin FrontRunner Consulting Group