Why slow and steady wins the broker race

Ensuring consistent advice across a brokerage is one of the sector’s most persistent operational challenges. As teams grow, processes fragment, individual styles dominate, and the risk of clients receiving uneven service rises. For Craig Head, director at Mortgage Required, solving that challenge has taken time, structure, and cultural clarity.

"We had to accept that hiring experienced brokers wasn't always the best route," said Head. "It was hard to undo the habits they brought in."

Rather than retrofit new hires into their advice model, Mortgage Required shifted strategy. The firm now trains all employed brokers from scratch through its own academy process.

"They start in admin, spend a year learning the business, then begin broker training," Head said. "It’s slow, but it means they all emerge with the same foundation."

This approach may not suit every firm, especially those prioritising rapid growth. But for brokerages looking to lock in advice consistency, Head argues internal development pays off in the long run.

Define the advice journey

Recruitment is only half the equation. To achieve uniformity across client experiences, firms need a clearly articulated advice process.

"You can't expect consistency if you haven’t mapped out exactly what you want every client appointment to include," said Head. "We created our own presenter tool that guides brokers through the conversation. It doesn’t script them, but it prompts all the essential elements."

That includes discussing protection, surveying, buildings and contents - areas where some brokers may feel more confident than others. A shared structure helps close those gaps.

Even with clear processes, advice delivery can still vary. That’s where internal culture plays a role.

"Every broker has their own style, and that’s fine," said Head. "But culturally, everyone needs to know what’s expected. What does a good client outcome look like? What should they walk away with?"

Leadership must model that culture from the top and reinforce it through training and peer support. Value can also be found in utilising the experience of senior brokers to support newer team members and reinforce consistent best practices.

Don’t sacrifice structure for scale

Brokerages often face a trade-off between growing quickly and maintaining consistency. Head cautions against prioritising speed at the expense of control.

"You can hire fast and hope everyone does things their own way, or you can invest in long-term consistency," he said. "We’ve tried both. The latter wins out."

The same principles apply when expanding into other service areas, such as protection. Having a consistent, replicable process, one that balances flexibility with key standards, helps ensure clients get a dependable experience, regardless of the product or adviser.

"Consistency isn’t about removing individuality," Head said. "It’s about setting clear expectations and giving brokers the tools to meet them."

While every firm must tailor its approach, Head believes the fundamentals are universal. "You need to define your process, commit to it, and be patient," he said. "Consistency doesn’t happen by accident. It has to be built in."

For brokerages navigating growth, standardisation isn’t just a compliance requirement - it’s a strategic asset.