MAP Framework
The Client
Trust Framework
for Mortgage Brokers
A phase-by-phase blueprint on how to gain trust — and where to focus your effort — at each stage of your business growth.
Explore
Phase 1
Early Stage Broker
How to gain trust: Personal connection + responsiveness
In your first year, clients trust you because you feel close, accessible, and invested.
Put Your Effort Into
- Fast replies
- Clear guidance
- Warm, personal service
- Referral relationships
- Collecting your first testimonials
Trust is gained through attention and care.
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Phase 2
Momentum Stage
How to gain trust: Proof + consistent early wins
Once you’ve helped more clients, trust grows through visible outcomes.
Focus On
- Asking for reviews after every settlement
- Sharing client success stories
- Showing your process publicly
- Demonstrating consistency
Trust is gained through results people can see.
Phase 3
Growth Stage
How to gain trust: Specialisation + relevance
As competition increases, the fastest trust builder becomes specificity.
Put Your Effort Into
- Choosing a niche (teachers, investors, SMSF, self-employed, etc.)
- Using testimonials from that niche
- Messaging that makes clients feel understood
- Becoming known for solving one problem exceptionally well
Trust is gained through “this broker is for people like me.”
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Phase 4
Established Brokerage
How to gain trust: Authority + scale
With a team and track record, clients trust the stability of your business.
Focus On
- Showcasing review volume everywhere
- Building case studies
- Highlighting your team and systems
- Strengthening brand consistency
Trust is gained through reputation and structure.
Phase 5
Market Leader
How to gain trust: Brand + seamless experience
At scale, trust is no longer manual — it’s built into the business.
Put Your Effort Into
- Automated testimonial generation
- High-quality onboarding
- Consistent service across the team
- Visibility that keeps you top of mind
Trust is gained through the experience you deliver.
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