Poll
Pushing service to new heights, Y3S style
I always remind my team that there is no substitute for providing damn good service to clients and brokers, to go above and beyond what your competitor is likely to do. Provide the service your client needs and you'll get the business you want. We love pushing the bar to new heights, so we can get the right customer outcome and, of course, tell the story.
Check out this example of open-minded thinking by one of our team:
The client
Wendy, was introduced to us from a financial adviser in Orpington. She owns a property in Surrey worth £350,000 with an outstanding mortgage of £58,000. Wendy rents the property out and makes a healthy profit. She currently resides and runs a business in Fuerteventura, Canary Islands with her husband.
The problem
She called her trusted mortgage broker in the UK to raise £17,000 which she desperately needed to purchase a new van for her business, to cope with an upturn in orders. Despite the huge amount of equity in her property, her existing lender (Bank of Scotland) would not assist due to her ex-pat status, which also caused an issue with remortgaging to another lender. Clean out of options, the broker referred the case to Y3S.
We referred the application to Blemain Finance who agreed the case subject to the client obtaining independent legal advice (ILA) by a notary public. The customer could only find Spanish speaking notaries who insisted the documents be translated to provide the independent legal advice, which we could not do.
Thinking outside the box
Thanks to a quick-thinking underwriter at Y3S, we arranged to fly Wendy to Bristol Airport, sending one of our Rapid Response team drivers to meet and bring her to a solicitor in Cardiff to complete the ILA, all at our expense of course. The client was treated to lunch by our driver before returning her safely to Bristol Airport in good time for the flight home.
With the ILA in place, the case was funded by Blemain Finance a week later. The client now has a secondary van for her business allowing her to fulfill more orders, increasing the turnover of her business and delivering more goods and services to the people of Fuertaventura.
Wendy commented:"I want to thank you for all the hard work that you have put into this; I know for a fact without your help we would not have got the loan. Please let your directors know how pleased we are with your services. We will recommend you to other Brits out here who experience similar frustrations."
Attributed to Matt Cottle of Y3S Group Ltd.
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