Banks rely on "rate creep" and customer inertia. As the "Refinance Cliff 2.0" looms, learn how to protect your back book before the market shifts.
Acquisition is expensive. Retention is profitable. See why managing your existing client list is the highest ROI activity for 2026.
It costs up to 5x more to acquire a new client than to retain an existing one.
Proactive retention (low churn) preserves trail income value significantly over time compared to passive management.
Implement this annual workflow to proactively manage the gap between your client's rate and the market's best offer.
Identify the target list.
Audit against "Best Available".
The 0.25% trigger rule.
Scripted outreach.
Filter your client list to find loans ripe for repricing. Look for "loyalty taxes" that have crept in over time.
Check the client's current rate against the lender's "Best Available" new customer rate for the same product.
If the gap is greater than 0.25%, lodge a pricing request immediately.
Why 0.25%?
It represents roughly $80-$100/month on an average mortgage. This is a tangible saving that generates real goodwill.
Send this simple email or SMS. No paperwork required from the client.
"Hi [Client], I’ve just completed an annual review of your loan. I negotiated with the bank and secured a 0.25% rate drop on your behalf. This saves you approx $80/month starting immediately. No paperwork needed. Cheers, [Your Name]"
Quantify the savings to prove your worth.
High-Touch Retention
Katie Thomas (Westpac Broker of the Year 2025) attributes success to "genuine care" and daily retention processes.
Niche Specialization
Built a moat against competitors by specializing deeply in commercial niches like childcare.
© 2026 The Broker Times. Data sourced from CBA/NAB forecasts.