No disrespect intended

Hi...just received the PAA blog about the service provided. Hmmm, not much in the way of news, perhaps an attempt to recruit new brokers???

I think we all know where this will end up and the inevitability of the usual gripes....the refund policy, the time wasters, the inappropriate links that divert browsers to the site. Yes we all know that they have a choice, but the fact that there are so many brokers that state that the client was unaware or not really interested remains the main problem. 

The forum was set up to assist PAA in providing a suitable service for the broker....not the client. Moneysupermarket is the client site.

There have been many useful suggestions posted, some workable, some obviously to the detriment of PAA's profit margin. We are at the stage where there may be no turning back, the market precludes that most advice is actually to do nothing in many circumstances. The fact that PAA are unwilling to relinquish the funds they have back to help retain brokers is tantamount to financial suicide. We have all stated how we are combating the credit crunch, self marketing, concerted client renewals, referrals, cross marketing. What we will not do is waste money on inappropriately vetted leads especially without a paragraph or two describing what a broker effectively achieves for the client.

Mortgage 2000 is already suffering how long will it be before we have some bad news concerning PAA??? The bigger you are the harder you fall, I would take a good hard look at the number of smaller brokers who have subscribed and work out for yourself whether the big boys or the small boys will be around when the market recovers??? 

One final thing please do not employ Alan Dring.....I've heard he's out of work.

Yes have to agree you can bang on all you like about how good you think your own service is but until you listen to your customers rather than each other you will never grow your business.

The awful thing is that you could be very good if you actually delivered a system that gave the consumer what they want. You say that people come to browse, find a couple of products they like and then request advice from an expert.

That is plainly incorrect. You do not give the consumer a choice.

Here is a typical consumer experience of a Google search for mortgages. Lets call her Mrs Smith...

"I need to remortgage, better go online and have a look. Right www.google.com. Hmm, let me just type "online mortgage quotes" into Google, oh yes, there is moneysupermarket.com, I just to browse on a comparison site to begin with, they say on the telly they've got 8000 mortgages for me to choose from. Oh yes that's very good.

Now lets click on the link, oh yes, there is a form for me to fill in.

I'm a bit busy and I want my quotes but I can see that it says "Request Mortgage Advice", I don't want that yet but the link on Google said I would get online quotes so that can't be right. I'm sure moneysupermarket.com being such such a trusted brand wouldn't mislead me.

So I'll just put my details into the form and I'm sure they'll give me a list of eligible mortgages next.

Submit, oh, it's says please wait?

I'm sure my quotes will come along in a minute... oh no! Theres no quotes, what a con!

Someone's going to call me?

I don't want that yet.

Lets see if we can find a site that will give me quotes.

Someone said moneyfacts were good for that....lets go and have a look"

Five minutes later Mrs Smith gets a phone call from Joe Bloggs mortgage brokerage and gets told by Mrs Smith who promptly tells him all she wanted was quotes. Joe Bloggs sends this in for a refund after Mrs Smith tells him she will back him up because she also agrees it's not fair and guess what, no change.

I would have thought that now Moneysupermarket have lost the First Plus cash cow you would concentrate on improving your service in other areas.

All you need to do in order to get my business is:

Promote your sites fairly on Google

Properly opt in your customers so they know they will get a call from a NAMED adviser (I mean I thought this was necessary to be compliant anyway? Your new lead form makes no mention of the adviser that will be in touch).

Have a fair refund policy like the other lead providers.

If you want to call me to discuss how you can improve your business I will be more than happy to help.

All points valid.....a failure to respond would seem to be arrogant PAA???

This site and the forum is for brokers so please give an answer that is relevant to brokers and does not include any reference to customers, who it has been proven are obviously blind to the fact that a broker will call them. The points raised are purely for the benefit of us brokers, please respond in the same manner. 

Remember that game we played as kids where's Wally....well where's Dave????