Trust, persistence, and “thinking outside the square”
For many borrowers, turning to a mortgage adviser is a last resort after the bank says no. For Mike Pero Mortgages adviser and franchise owner Jennifer Dahl (pictured), those “too hard basket” clients are often the most rewarding – and the most revealing of what good broking really looks like.
The client who was turned away elsewhere
One of Dahl’s standout memories is a client who had already been declined and was close to giving up on homeownership altogether.
“One that really sticks with me is helping a client who had been turned away elsewhere and was starting to lose hope,” she says. “Their situation wasn’t straightforward, but we took the time to really unpack everything and look at it from a different angle.”
Rather than accepting the original decision, Dahl drilled into the details, reframed the application and kept working the file.
“When we finally got their approval, it was such a great moment – not just for them, but for me too. It reinforced that sometimes it’s about persistence and thinking outside the square. No two clients are the same, and that’s what makes this job so interesting.”
For first-home buyers and borrowers with more complex circumstances, that willingness to go back to basics – and keep going – can be the difference between another decline and a set of keys.
People first, process second
Dahl’s career itself began with a leap of faith. With a banking background and a passion for property, she and her husband were looking for a new direction when a friend mentioned buying a Mike Pero Mortgages franchise. The very next day, they discovered the franchise in their own area was for sale.
“It was fate!” she says. “I’m a people person and I love property. Joining Mike Pero Mortgages felt like the perfect fit. I haven’t looked back – it’s incredibly rewarding being part of someone’s home ownership journey.”
That people-first mindset underpins her advice to aspiring mortgage advisers. Technical skills and product knowledge are vital, but they’re not the starting point.
“Be yourself and focus on people first – that’s honestly the biggest thing,” Dahl says. “The technical side you’ll learn, but building trust and genuine relationships is what sets you apart.”
In a market where affordability is tight and lender policies keep shifting, Dahl believes that mindset – combining empathy with persistence and a willingness to look at deals differently – is exactly what today’s mortgage broker clients need most.
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