Behind the BROKER – Ep. 49 with Chris Pughe & Danny Duong - Mortgage Professionals Mentorship & Growth: Inside A Better Way’s Broker Relationship Manager Role In Episode 49, Dean Lawton and Jason Marshall go “inside baseball” on A Better Way’s new Broker Relationship Manager (BRM) program with the two pros leading it: Chris Pughe and Danny Duong. Recorded in mid-August after launching the role on May 1, this conversation unpacks the why, the rollout, and the early impact of a first-of-its-kind support layer designed to help brokers—especially bank specialists—transition smoothly and succeed faster. Why We Created the BRM Role A Better Way has long invested in onboarding, but we saw recurring gaps when experienced bankers and brokers moved into the channel: tech setup, lender sign-ups, compliance, and simple “what do I do next?” moments. The BRM role closes that gap with practical, real-time guidance—without pulling top producers out of production. It’s a part-time (≈10 hrs/week) leadership post so the advice stays grounded in what’s working today. Why Chris & Danny Both raised their hands immediately. Chris wanted a way to share decades of underwriting and credit experience and “explain the why behind decisions.” Danny had long felt a pull toward training and team support, and this role “checked all the boxes.” Crucially, both are active brokers who already serve as informal go-tos inside the brokerage. What BRMs Actually Do (Day 1 to Done) Welcome & Orientation: BRMs now lead the post-onboarding “welcome call,” walking new brokers through systems, training, lender access, events, and who to call for what. Hands-On Transition Support: Many bankers are walked out the same day they resign and can’t transact until the regulator flips the switch. BRMs step in to protect in-flight clients , explain interim options, and keep deals moving. Real-World Deal Guidance: From Velocity basics to turn-time expectations and lender intros, BRMs handle the “I submitted—now what?” questions that cause stress and delays. Culture & Connection: New joiners get instant community. BRMs introduce them around at events so no one feels like “the new kid at a new school.” For Bankers Making the Jump Both guests know the feeling: going from a big fish in a small pond (one system, one credit box) to 20+ lenders overnight is overwhelming. The BRM’s job is to lower the anxiety, break the change into bite-size steps, and be the person you call when a tiny roadblock is holding up a big file. As Chris puts it, sometimes you just need to “move the needle” and the whole transaction flows. Early Wins (and a Funny One) Immediate lift: Fewer escalation calls to ownership; faster time-to-first-file; smoother regulator, lender and compliance setup. Confidence effect: One RBC specialist told Jason, after connecting with Danny, the BRM made him certain he’d made the right move. The “breakup” text: After daily check-ins with Danny for weeks, a newly onboarded broker stopped calling—because he no longer needed help. He phoned just to say it “felt like we’d broken up.” That’s the metric: needing us less means it’s working . Reputation, Compliance & Market Reality Chris notes that more consumers than ever are choosing brokers—and that means we’re judged by our weakest links. The BRM layer lifts the floor: better compliance habits, tighter processes, and consistent client care. Danny’s hearing the same in the market: brokers are coming (and returning) to ABW because setup, compliance, and support are taken seriously here. Tips for Aspiring Mentors & Leaders Listen first. Most “stuck” moments are solved by understanding the real pain point. Speak up. Your perspective is needed—throw your name in the ring and take a seat at the table. You’ll grow too. Teaching surfaces gaps in your own process—and makes you better Consistency Over Motivation Danny credits his longevity to one core principle: consistency. He shows up every day, structures his routine, and sticks to it. It’s not about being motivated 100% of the time—it’s about being present, managing tasks, and inching forward even when momentum dips. Final Thoughts This episode is a candid look at how a brokerage can de-risk transitions, accelerate learning, and strengthen culture—without creating bloat or pulling producers off the field. The BRM program started as an experiment; the early results speak for themselves: faster ramps, calmer brokers, happier clients. Why You Should Listen If you’re a bank specialist debating the jump—or a broker owner looking to level up onboarding—this is a practical playbook. Chris and Danny show how targeted mentorship, real-time guidance, and a human welcome can turn a daunting transition into momentum within weeks. It’s about people, process, and progress—in that order. 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.

09/02/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

08/26/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

Behind the BROKER – Ep. 48 with Danny Duong - Mortgage Professional Authenticity, Consistency & Client Advocacy: The Heart of a Mortgage Architect In Episode 48 of Behind the Broker, Dean Lawton and Jason Marshall sit down with Danny Duong, a seasoned Mortgage Architect at A Better Way Mortgage Group. Danny brings 19 years of expertise to the table—not just in mortgages, but in building trust through authenticity, consistency, and unwavering client advocacy. Having started his journey with a degree in Human Resources and a career at TD Bank, Danny moved into brokering in 2014 to break free from institutional constraints and better serve his clients’ needs. If you've ever wondered how to build a long-lasting business centered on trust—not sales—this episode is your blueprint. Institutional Beginnings: From HR to Mortgage Specialist Danny’s path into mortgage brokering wasn’t planned—it followed an unanticipated pivot from HR studies at SFU into a role at TD Bank in 2006. He spent nearly a decade there, learning the technical side of mortgages and gaining invaluable mentorship. But when policy changes began blocking the client-first advice he prized, Danny took a leap into the broker channel in 2014—driven by purpose, not comfort. The Transition: From Structured Institution to Entrepreneurial Freedom The shift to self-employment wasn’t seamlessly smooth. Danny shared the challenges of setting up a business—building a website, developing marketing, replacing bank-provided tools. But with support from mentors, he broke it into manageable steps. Soon, he found freedom in autonomy and the opportunity to offer clients tailored solutions. Client Relationships Built on Truth and Trust Danny believes that strong client relationships start with authenticity and empathy. He meets clients where they are—uncovering pain points, offering honest advice, even supporting clients who may receive better offers from their banks. His willingness to say, “That rate may be your best option—if so, go for it,” builds deep trust. He also stresses clarity. Managing client expectations through transparent roadmaps and service-level agreements creates a frictionless experience—especially when the process is unfamiliar or stressful. From Client to Friend: Mortgage Success Through Connection For Danny, success isn’t always measured in dollars—it’s in the lasting connection. Some clients become friends who reach out years later just to connect or ask for small favors. It’s a testament to the power of care, not just the mortgage. Work-Life Harmony, Not Balance Rather than rigid work-life balance, Danny embraces "work-life harmony." He mixes business with family time—handling emails at his kids’ sporting events or calling clients while en route. And when needed, he consciously disconnects—carving out personal time without guilt. Consistency Over Motivation Danny credits his longevity to one core principle: consistency. He shows up every day, structures his routine, and sticks to it. It’s not about being motivated 100% of the time—it’s about being present, managing tasks, and inching forward even when momentum dips. Future Focus: Efficiency, Education & Worthwhile Tools Looking ahead, Danny plans to grow his business by focusing on efficiency, leveraging CRM tools like Velocity and incorporating more niche products such as reverse mortgages. He’s excited about staying agile with industry knowledge and AI tools—while never losing touch with the human side of his work. Consistency Over Motivation Danny credits his longevity to one core principle: consistency. He shows up every day, structures his routine, and sticks to it. It’s not about being motivated 100% of the time—it’s about being present, managing tasks, and inching forward even when momentum dips. Final Thoughts Danny Duong’s journey reminds us what lasting success in mortgage brokering truly looks like. His career isn’t defined by slick marketing or quick numbers—it's rooted in authenticity, consistency, and unwavering client-first focus, directly lifted from his own words in this conversation. From making the leap in 2014 from a stable bank role into independent brokering, to building a career based on genuine guidance, Danny has shaped his business around user-friendly roadmaps, honest advice, and stakeholders who often become friends. His personal growth—from learning CRM software to bringing reverse-mortgage options into the fold—reflects his commitment to evolving, not just for his business, but for clients who rely on him. What sticks out most, though, is Danny’s energy: he still doesn’t have Sunday night dread. Instead, he wakes up each Monday looking forward to making a difference, not just closing deals. That’s a level of fulfillment many strive for, and it’s exactly the kind of broker we all should aim to be. If you’re in this business, feel that spark of purpose, and want to do more than transact—Danny shows how to build, adapt, care, and stay for the long haul. Why You Should Listen Danny’s story is a masterclass in building a mortgage business anchored in authenticity, client trust, and personal integrity. Whether you're finding your footing as a new broker or seeking renewal after years in the industry, his journey shows what happens when you prioritize people over products, consistency over hype, and connection over convenience. 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.

08/19/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

08/12/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

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.

08/05/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights