How I Give Feedback That Changes Behaviour: The SBI Framework
How I use the SBI framework (Situation, Behaviour, Impact) to give feedback that changes behaviour, with a real coaching example from my lending team.
Coaching
Don’t Let Your Leads Leak: Mastering the Pipeline with a Funnel Analogy
Where home loan deals leak out of the pipeline, from enquiry to settlement, and the coaching habits that keep clients on track at each stage.
Understanding Buyer Psychology: What 30 Years of Lending Conversations Taught Me
A “let me think about it” is rarely about the rate. After 30 years leading home lending teams, here’s what’s actually happening in a borrower’s head — and what it teaches anyone about closing a genuinely important decision.
What 30 Years of Coaching Lending Teams Actually Taught Me
Thirty years in banking, most of it coaching or being coached. Not a framework — what actually holds up across every rate cycle and every market shift, and what I got wrong before I learned it.
Why Emotional Intelligence Matters More Than Product Knowledge When Coaching Lenders
Technical sales training teaches reps what to say. Emotional intelligence coaching teaches them how to read the room — and that’s usually the harder half of the job.
Coaching a New Lender Through Their First Six Months
A new lender’s first six months look nothing like their fifth year. After 30 years leading lending teams, here’s what actually helps someone develop good judgment early, rather than just teaching policy.