Our role is to guide, simplify, and save clients money, something Google can't do, rallies broker and business owner
When Alan MacKenzie launched his brokerage, Your Next Step, in 2022, he couldn’t have picked a worse time: mortgage rates were soaring, markets were reeling, and the UK economy was in crisis. But MacKenzie, who had already clocked over a decade advising clients at First Direct and First Mortgage, saw an opportunity to do things differently.
“We’re busier than ever now,” he said. “We've built strong partnerships locally, recruited two brokers, and expect to add a fourth this year.” Based in East Kilbride, the team combines flexible home working with regular in-person meetings. “I’ve always believed in a hybrid model. You get more done, and our clients love the constant communication, especially via WhatsApp.”
Advice still matters in a saturated market
In an era where clients can Google everything, MacKenzie is confident that advice from a qualified broker remains essential.
“There’s a big difference between information and advice,” he said. “Google and AI tools can’t match the personal trust that comes from speaking to someone who understands the full picture, especially when you’re dealing with over a hundred lenders, each with constantly shifting criteria.”
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Tools like broker-specific affordability checkers and criteria search engines, he added, are miles ahead of what consumers can access on their own. “When clients see that we’re using technology they can’t get, it builds trust. They start to understand that our role is to guide, simplify, and save them money, something Google just can’t do.”
MacKenzie views client education as an ongoing process, not a one-time explainer. “It really comes down to avoiding jargon,” he said. “We’re at the start of the buying process, but we make sure clients understand what’s coming next - from missives to legal contracts.”
That means clear summaries, human translations of technical terms, and regular communication across channels. “We send detailed follow-up emails after every conversation, but WhatsApp has become the go-to for quick updates and reassurance,” he said. “We tell every client: there’s no such thing as a silly question.”
Experience, flexibility, and digital fluency set brokers apart
With so many brokers offering similar products, MacKenzie believes that experience, and how you use it, remains the real differentiator.
“Too many people try to become brokers after working for a single lender. That’s not enough,” he said. “Clients can tell the difference between someone with 12 years’ experience across different environments and someone just starting out.”
His firm’s approach to communication is another edge. “We’ve got CEOs and law firm partners who only want to deal via WhatsApp. For them, it's about convenience and trust. These tools let us be available when they are, without losing professionalism.”
For MacKenzie, the shift toward digital isn’t about replacing human advice but enhancing it. “WhatsApp is a business account, not a mate's number. We’re clear about that. It's all about adapting to what works for the client, without compromising on quality.”
While tools and platforms evolve, MacKenzie believes the fundamentals of good mortgage advice haven’t changed: listen well, explain clearly, and always be available.
“Clients don’t need more information, they need confidence,” he said. “And that’s something only a good adviser can provide.”
