TABLE OF CONTENTS
- Why This Playbook Matters
- What You’ll Learn
- Step 1: Automate Post-Close Follow-Ups
- Step 2: Turn Every Loan Into a 5-Star Review
- Step 3: Build a Referral Engine (Without Begging)
- Step 4: Lock in Long-Term Relationships with Mortgage Health Reviews
- Step 5: Use AI + Smart Lists to Scale Engagement Without Lifting a Finger
Why This Playbook Matters
Acquiring a new borrower costs 5x more than retaining a past client.
Yet, many mortgage brokers are hyper-focused on lead generation while ignoring their #1 asset—satisfied past clients.
Every successful closing should lead to:
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At least one referral
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Long-term refinancing or investment conversations
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A steady stream of repeat business from their sphere
But instead, most brokers:
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Lose touch after closing
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Miss refinance and upsell opportunities
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Leave reviews and referrals up to chance
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Let competitors swoop in when it’s time to refi
This playbook fixes all of that.
We’ll show you how to automate follow-ups, get 5-star reviews, generate warm referrals, and lock in long-term borrower relationships using HighLevel—without chasing or micromanaging.
What You’ll Learn
✅ How to stay top of mind after closing with automated check-ins
✅ How to turn every funded loan into a 5-star review + referral
✅ How to set up annual mortgage check-ins & refinance alerts
✅ How to use AI to prevent churn and re-engage cold borrowers
You’ll need a HighLevel account to activate the automations—Sign Up Here
Step 1: Automate Post-Close Follow-Ups
Why It Matters
72% of borrowers never hear from their broker again after closing.
✅ Problem: You close the loan and move on.
✅ Result: 3 years later, they refinance with Quicken or Rocket because they followed up.
✅ Solution: HighLevel follow-up automations keep you in front of past clients—so you win repeat business without lifting a finger.
1.1 Post-Close Thank You & Check-In
Send an automated thank-you SMS or email after funding:
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Express gratitude
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Reinforce next steps (e.g., first payment date, support line)
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Encourage reaching out for future real estate/mortgage needs
Example:
“Hey Sarah, congrats on closing your loan with us! ? It was a pleasure working with you. Let me know if you ever need a referral for a contractor, agent, or want to explore investment options!”
Set this up once in HighLevel — and it goes out automatically after every closing.
How to Automate Customer Follow-Ups
1.2 Annual Mortgage Check-Ins
Set up 6, 12, and 24-month check-ins with past clients.
Examples:
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“Interest rates dropped — want to run a quick refinance scenario?”
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“Thinking about buying a second property or pulling equity for renovations?”
Example:
“Hi Mike, it’s been a year since you closed with us. Want me to run a quick rate check? Could save you $$$ if a refi makes sense.”
Pro Tip: Use Smart Lists in HighLevel to segment clients by loan type (FHA, VA, Jumbo) and trigger the most relevant offer.
How to Set Up Maintenance Reminders
Step 2: Turn Every Loan Into a 5-Star Review
Why It Matters
Brokers with 50+ positive Google reviews get up to 3x more calls from local buyers & agents.
Yet, most brokers are afraid to “ask” or just forget.
2.1 Automate Review Requests
Set HighLevel to send a review link 2 days after funding:
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SMS + email
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Personalized with their name + the agent’s name
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Link to Google, Zillow, and Facebook
Example:
“Sarah, thank you again for trusting us! It’d mean the world if you could leave a quick review. It helps other buyers find a trusted lender like you did! Here’s the link: [Review Link]”
HighLevel handles all of it—trigger, message, tracking, and reminders.
How to Send Automated Review Requests
2.2 Catch Negative Feedback Before It Becomes Public
Use AI-powered review filtering:
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If a client is unsatisfied, HighLevel routes them to a feedback form
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Automatically notify your team for a live call resolution
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Reduce your public negative review risk
Step 3: Build a Referral Engine (Without Begging)
Why It Matters
Referrals convert 5x faster and close 22% more often than cold leads.
Your happiest clients are also connected to other buyers, sellers, and agents—you just need a system to tap into that.
3.1 Launch a Mortgage Referral Program
Set up a simple referral offer like:
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“$100 gift card for any client you send our way who closes”
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Or, “Free appraisal credit for referred clients”
Example Message:
“Sarah, if you know anyone looking to buy or refinance, we’d love to help—and we’ll send you a $100 gift card as a thank-you!”
Set up automated referral messages 2 weeks post-closing using HighLevel’s Workflows.
How to Set Up an Automated Referral Program
3.2 Track & Automate Referral Follow-Ups
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Use tags like “Referrer: John Smith”
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Automatically reward both parties after closing
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Trigger bonus follow-ups with personalized thank-you notes
Example:
“Sarah, thanks for referring Mike! We just closed his loan—and your $100 Amazon card is on the way! Really appreciate the trust.”
Step 4: Lock in Long-Term Relationships with Mortgage Health Reviews
Why It Matters
Rates change. Life happens. Clients forget who helped them last time.
But YOU should be the one offering:
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Refi advice
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Investment loan consultations
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Equity-based renovation options
4.1 Offer Annual Mortgage Check-Ups
Like a dentist does cleanings, you should offer “loan reviews”:
12 months post-close:
“Want to know if you’re still in the best mortgage for your needs? Let’s do a free 15-min mortgage check-up.”
Include loan balance, interest rate, and goals—automatically pulled into email/SMS with HighLevel custom values.
How to Set Up Subscription-Based Services
4.2 Promote Investment Property Loans or HELOCs
Re-engage past clients based on home equity growth and property value triggers.
Examples:
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“Use your equity for upgrades—ask us about a cash-out refinance.”
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“Thinking of investing in a rental? We can pre-approve you in minutes.”
Set Smart Lists in HighLevel to auto-tag past clients based on duration since close, property type, or ZIP code.
Step 5: Use AI + Smart Lists to Scale Engagement Without Lifting a Finger
Why It Matters
Reactivating a past client is 10x easier and cheaper than acquiring a new one.
But no broker has time to chase every old file. HighLevel does it for you.
5.1 Create Smart Lists of Past Clients
Segment by:
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Purchase vs. Refi
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Agent referral source
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Loan anniversary
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Equity eligibility
Send:
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Rate drop alerts
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Home value updates
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Refi calculators
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Free mortgage health review invites
5.2 Use Conversation AI to Re-Engage
Let HighLevel’s AI:
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Text your past clients
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Respond to questions instantly
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Book appointments for mortgage reviews
Example Message:
“Hi Sarah! Mortgage rates just dipped. Want to see if you could save $200/month by refinancing? I can run a quick scenario.”
If they reply “Yes,” the AI books them directly into your calendar.
How to Sell & Automate Maintenance Plans
How to Use Smart Lists for Customer Retention
Final Thoughts: Retention = More Closings, Less Work
By staying top of mind, automating reviews, generating referrals, and offering long-term loan support, you transform your business into a referral-generating machine.
And with HighLevel, the entire system runs in the background—while you focus on closing more deals.
Next Steps to Implement:
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Sign up with HighLevel
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Connect your CRM, reviews, and calendar
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Set up workflows for post-close follow-ups, reviews, and referrals
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Segment your database with Smart Lists
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Let Conversation AI handle re-engagement
Ready to automate your mortgage business?
Sign up for HighLevel today and build a high-trust, high-closing pipeline.