For Marci Deane, mortgage brokering has always been about the people.
Indeed, in an industry often dominated by rate comparisons and transactions, Marci remains a strong believer that lasting success is built on relationships, trust, and community. This is a philosophy that has guided her career from the very beginning, and one she continues to champion today.
“Maybe I’m old school, but I built my business through a lot of in-person networking,” Marci tells CMBA-BC. “It’s so important to get out there and meet people — to shake their hand and make eye contact.”
For Marci, many of her significant connections initially sparked at CMBA-BC events.
“I’ve been a member of the association since I became broker almost 20 years ago,” she says. “I got my license in 2007, but really ramped up my business the next year. CMBA-BC played a huge role in helping to grow my network.”
In the years since, Marci has built a successful career, managed her own small team for the past decade, and become a respected leader within the industry, including serving as president of both CMBA-BC and MBIBC.
We sat down with Marci to discuss the value of community, the importance of relationship-building, and the lessons she’s learned over nearly two decades in mortgage brokering.
1. What does being part of CMBA-BC and the mortgage broker community mean to you?
I think there are two big things here: First off, when it comes to being in this occupation and running my business, I just can’t imagine doing anything else. I absolutely love it.
Second, the community itself is so special. As an industry, we’re very unique in the sense of camaraderie and the way we operate. When I talk to people who work in other industries, they’re always surprised to hear that so many of my friends and those I choose to spend my time with are people I know through work. It’s a very friendly and supportive group. People really lift each other up, and I think that’s quite unique in terms of a sales-related industry.
CMBA-BC is a huge part of that community building. Joining the association was one of the first things I did as a new broker 19 years ago. At that time, I knew how to underwrite a deal because I worked in the bank, but I didn’t know how to be a broker. I was probably about six months in when I attended my first CMBA-BC event. Everybody was so helpful and welcoming. Many of those initial relationships from that very first event are people that have been absolutely crucial over 20 years in my business, which is amazing.
2. What’s one piece of advice every mortgage broker should hear?
It’s critically important to get out there and get to know the industry. You have to know all the players — the who’s who in the zoo! You also need to get themselves known to people out there. You might need help with something some day and its way more impactful to call somebody for assistance if they can picture who you are while you’re on the phone and they can remember shaking your hand.
It sounds obvious, but it’s something that’s really overlooked. I’m always shocked when there’s a breakfast or a conference happening and people think they can’t leave their desk for a couple hours and attend. It’s so important to get out there and meet people.
3. What’s one industry myth you’d like to bust?
This is a hard question. One thing that drives me a bit crazy is when I hear people talk about how they ‘lost a deal.’ I say this to my brokers a lot: You didn’t lose a deal if you never really had it.
A lead isn’t a deal. It’s not your deal if it’s just an inquiry about rates. I understand the frustration if, say, it’s the day of closing and you discover that a client was working with somebody else behind your back and there’s a different bank funding the file. Ultimately, though, if a client has sought out another opinion or moved elsewhere, they weren’t comfortable with you in the first place.
I don’t consider any deal mine until it’s closed and funded, and I’m sending my client an email congratulating them on their new mortgage — then it’s my deal! Anything up to that point is just a client that I’m anticipating working with.
And, in general, I don’t love the language around ‘losing’ a deal. It’s a very simple thing, but when you talk about losing, that’s what you’re going to manifest. It helps to stay positive.
4. If you could change one thing about the industry tomorrow, what would it be?
This goes into the whole ‘rate game,’ too. I don’t like that the industry is so rate focused. I’d love to see it centred more on our role as trusted advisors helping people with a very big life decision.
I know that’s hard, though, especially with social media algorithms. It’s like when you’re buying a car and then you go online and cars are just everywhere you look: When you’re getting a mortgage, suddenly you just see mortgage rates and lenders everywhere. That’s really what we’re up against right now, so of course it becomes about the rate.
But this industry has always been relationship driven, and, in my opinion, we really need to lean into that more. We have so much more to offer than somebody who’s just slogging the lowest rate based on volume at the branch.
5. What’s one business-building lesson you’ve learned that you wish you’d discovered earlier?
It took me many years to really get dialled in on managing my database. Honestly, the second you become a broker, you have a database. It’s so important to focus on building that list from the very first day as opposed to trying to rebuild it or fix it later. You don’t need to wait until you have a formal, fancy CRM — just start a simple Excel spreadsheet. Keep track of your contacts. Make notes about where you met them and how you might be able to help them.
When I started brokering, I sent out a physical card to everyone I knew, letting them know that I was a mortgage broker. Nowadays, you might send an email blast, saying, “I started a new career. Keep me in mind. Do you want to opt in to my monthly newsletter?” People are going to simply say yes or no, and if you get the yes from 10 people, now you have a database of 10! Keep going from there.