Behind the BROKER – Ep. 47 with Chris Pughe - Mortgage Professional How a Passion for People and Relentless Positivity Built a Resilient, Referral-Driven Mortgage Business In Episode 47 of Behind the Broker, Dean Lawton and Jason Marshall sit down with Chris Pughe, a broker with decades of experience in lending, a huge heart for people, and a mindset that turns every client interaction into something unforgettable. From her 24-year career at Vancity, where she wore every hat from teller to senior loans officer and underwriting manager, to her evolution into an independent broker thriving on relationships, this conversation is an inspiring reminder of what it means to build a business rooted in service, trust, and consistency. If you’ve ever wondered how to create deep client loyalty, stay positive in high-stress situations, or build a business that reflects your values—this episode is your blueprint. From Banking to Brokering: The Long, Winding Path Chris shares her journey from a part-time teller in 1986 to a mortgage development manager in 2003, and eventually into independent brokering in 2010. Each career transition was fueled by the encouragement of others who saw potential in her—even before she saw it in herself. That leap into full commission was terrifying, but Chris hit the ground running and never looked back. Her years in credit, underwriting, collections, and audit gave her a deeply holistic view of lending. But it wasn’t until joining A Better Way Mortgage Group that she truly learned how to run a business—not just work in one. That mindset shift in 2020 sparked a transformation that quadrupled her volume in a single year. The Power of Presence (and Saying Yes) Chris attributes much of her recent growth to one thing: showing up. From Tuesday training calls to tech tools and business planning sessions, she began consistently engaging with resources, even when she didn’t feel like it. That decision—to be present, try new things, and stay open—radically changed her trajectory. What also stands out is her ability to implement. When Vy Tri Truong introduced the "Dreams and Goals" strategy, Chris embraced it wholeheartedly. The result? Her clients aren’t just renewing—they’re paying off mortgages years earlier, building wealth, and becoming raving fans. Relationships Over Everything Chris is living proof that you don’t need a massive referral network to succeed. In fact, she runs a strong business with just a handful of trusted referral partners—and an even deeper database of past clients and friends. What sets her apart is genuine care. She listens. She follows up. She picks up the phone when others hide behind email. Whether it’s a complex B-lender closing over the holidays or a client in a panic, Chris stays calm, proactive, and focused on solving problems—because she actually cares. And it shows. Building a Business With Heart Even after decades in lending, Chris feels like she’s just hitting her stride. She’s fine-tuning her CRM, using tools like Loom and Calendly to simplify her workflow, and finding new ways to deliver value without losing the personal touch. For Chris, success isn’t about being the biggest team—it’s about giving the best service. She’s focused on staying healthy, running her business with clarity, and evolving with the needs of her clients—many of whom are entering retirement or planning for it. With tools like reverse mortgages and cashflow planning, Chris is helping them navigate that transition with confidence and clarity A Champion for Phone Calls and Human Touch One of Chris's most powerful messages is the importance of real human connection—especially in an industry leaning toward automation. She shares stories where simply picking up the phone changed outcomes, built trust, and won loyalty. In her words, “efficiency is the killer of human connection”. Whether it’s talking through a tough file or reassuring a client during a stressful close, Chris proves that empathy, tone, and presence can’t be replaced by email or bots. The Power of Community and Shared Learning Chris credits much of her recent success to the collaborative culture at A Better Way. From Tuesday training sessions to guest speakers like Vy Tri Truong, she’s leaned into every opportunity to learn, grow, and apply new strategies. But what makes her stand out is her implementation. She doesn’t just absorb insights—she puts them into practice, whether it’s deploying “Dreams and Goals” planning with clients or streamlining processes with tools like Loom. Her story is proof that community-driven learning can be a business multiplier. Final Thoughts Chris Pughe reminds us that success in this business isn’t about flashy funnels or the latest hacks—it’s about relationships, trust, and doing the little things right. It’s about listening when others talk, picking up the phone when others email, and showing up for your clients when it matters most. Whether you’re a new broker still finding your voice, or a seasoned vet looking to reconnect with your “why,” this episode will reignite your belief in the power of people-first mortgage brokering. Why You Should Listen This episode is a masterclass in what it takes to build a mortgage business that lasts—without burning out or losing sight of your values. Chris shares candidly about fear, growth, learning, and the emotional intelligence required to thrive in an industry that’s as much about people as it is about products. Her story is especially powerful for brokers who feel overwhelmed or unsure about how to stand out. The truth? You don’t need to chase every lead or master every tool. You just need to care, show up, and never keep yourself a secret. If you’re serious about evolving with your clients and growing your business in any market, you won’t want to miss it. For weekly market updates, sign up for the ABW Tuesday Mortgage Memo . If you’re a broker considering a network change or looking to grow, reach out to us to explore how we can support your success.