> For the complete documentation index, see [llms.txt](https://docs.scaleconnect.com.au/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.scaleconnect.com.au/articles/broker-playbook/why-clients-who-hear-from-you-stay.md).

# Why clients who hear from you stay

{% @scale-docs-page-title/page-title title="Why clients who hear from you stay" %}

{% hint style="info" %}
Useful, timely contact gives a client a reason to return to their broker. Make reviews and follow-up part of the workflow, rather than waiting for the next loan application.
{% endhint %}

*Scale · 19 October 2026 · Broker playbook*

## Relationships are a major source of business

The MFAA's 2025 Value of Mortgage and Finance Broking report identifies repeat customers (44%) and customer referrals (28%) as key leads for generating business among surveyed brokers. Those findings show the importance of existing relationships; they do not prove a particular contact frequency guarantees retention. [Read the MFAA's report summary.](https://www.mfaa.com.au/news/the-value-of-mortgage-and-finance-broking-2025)

## Make the contact useful

A generic message is easy to ignore. Start with the client's circumstances:

* **A review when something changes.** Check a fixed-term expiry, a material rate change or a new goal.
* **A clear answer to a question.** Keep the response connected to the client's current information.
* **A plan they can discuss.** Show the assumptions, alternatives and next step.
* **A record of the conversation.** Save decisions and follow-up in the client's notes.

Choose a cadence the client has agreed to and your team can maintain. A scheduled message is not a substitute for reviewing whether it is relevant.

## Put it into a ScaleConnect workflow

1. Review the client's record and strategy before contacting them.
2. Use the **AI Assistant** to help prepare questions or summarise the available context, then check the output.
3. Configure the client's review frequency and approval settings. Review AI-generated material before sending it.
4. Use the **Scheduling agent** settings to choose whether a trigger should notify you or book a meeting.
5. Keep the follow-up in **Client Notes**, and use the connected client's chat for the ongoing conversation.

Use [Notifications](https://docs.scaleconnect.com.au/scaleconnect-docs/messaging/notifications) to manage the alerts you receive. Keep a clear distinction between a reminder to your team and a message sent to a client.

## Related guides

* [Agents & Subagents](https://docs.scaleconnect.com.au/scaleconnect-docs/workspace/set-up-your-automations)
* [AI Assistant](https://docs.scaleconnect.com.au/scaleconnect-docs/scaleai/ai-assistant)
* [Client Notes](https://docs.scaleconnect.com.au/scaleconnect-docs/scaleai/ai-assistant/client-notes)
* [Channels](https://docs.scaleconnect.com.au/scaleconnect-docs/messaging/channels)

*Source:* [*MFAA, The Value of Mortgage and Finance Broking 2025*](https://www.mfaa.com.au/news/the-value-of-mortgage-and-finance-broking-2025)*. Product guidance checked 19 October 2026.*


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