Always Be Closing (ABC) in 2026: What It Means for Australian Finance

Introduction

In 2026, the phrase Always Be Closing (ABC) has a new meaning for Australian finance professionals. Once associated with relentless sales pressure, ABC now reflects a shift towards ethical, client-focused practices. This change is driven by evolving regulations, digital innovation, and rising consumer expectations. Whether you’re a mortgage broker, financial adviser, or lender, success in closing deals now depends on building trust, prioritising client interests, and using technology to enhance transparency and efficiency.

Australian regulators have played a significant role in this transformation. Updates to the Best Interests Duty (BID) and the expansion of the Consumer Data Right (CDR) have set higher standards for how finance professionals interact with clients. The modern ABC approach is about more than just finalising transactions—it’s about creating value and nurturing long-term relationships.

This article explores how ABC has evolved in the Australian finance sector, what it looks like in practice in 2026, and how professionals can adapt to thrive in this new environment.

The ABC mantra originated in traditional sales environments, where the focus was on closing as many deals as possible, often using high-pressure tactics. In Australian finance, this approach was once common among:

• Mortgage brokers who relied on persistent follow-ups
• Financial advisers who prioritised conversion rates
• Sales teams who used urgency and scarcity to drive decisions

While these methods sometimes delivered results, they often overlooked the client’s best interests. Over time, this approach became less acceptable, especially as regulations and consumer awareness increased.

Why the Old Approach No Longer Works

Today’s clients are better informed and expect more from their finance professionals. Regulatory changes have also raised the bar for ethical conduct. The focus has shifted from simply closing deals to ensuring that each recommendation genuinely serves the client’s needs. High-pressure tactics are now seen as outdated and can even lead to compliance issues.

In 2026, ABC is about guiding clients through informed decisions, not pushing them into quick commitments. The consultative approach involves understanding client goals, providing tailored advice, and ensuring transparency at every step.

Key Elements of the Modern ABC

1. Prioritising Client Outcomes

The Best Interests Duty requires finance professionals to put client needs first. This means:

• Assessing client circumstances thoroughly to recommend suitable products
• Providing clear explanations of product features, benefits, and risks
• Supporting informed decision-making rather than rushing to close

2. Embracing Digital Tools

Technology has made the closing process more efficient and transparent. Common digital tools include:

• Digital ID verification to streamline onboarding
• E-signatures for faster agreement finalisation
• Real-time application tracking to keep clients informed

These tools help reduce errors, speed up processes, and improve the overall client experience.

3. Transparency and Disclosure

With the expansion of the Consumer Data Right, clients have greater access to their financial data. This transparency builds trust and empowers clients to make better choices. Finance professionals are expected to:

• Disclose all relevant fees and features clearly
• Explain the implications of different options
• Encourage questions to ensure clients fully understand their commitments

Closing a deal is no longer the end of the client journey. In 2026, successful finance professionals focus on ongoing engagement and support.

Aftercare and Ongoing Support

• Regular check-ins after settlement or investment
• Proactive communication about refinancing or new opportunities
• Prompt responses to client queries or concerns

This approach helps build loyalty and increases the likelihood of referrals.

Client Education

Educating clients is a key part of the modern ABC. This can include:

• Hosting webinars or information sessions on relevant topics
• Providing guides or personalised content to help clients understand their options

An informed client is more likely to feel confident in their decisions and remain engaged over time.

Personalisation

Using available data (with client consent), finance professionals can tailor their communication and recommendations. This might involve:

• Analysing client behaviour to suggest relevant products or strategies
• Customising offers based on individual goals and circumstances

Personalisation demonstrates genuine care and helps strengthen the client relationship.

Understanding the current regulatory environment is essential for anyone working in Australian finance.

Best Interests Duty (BID)

The BID requires finance professionals to act in the best interests of their clients. This involves:

• Documenting recommendations and reasoning
• Staying up to date with regulatory changes
• Undertaking regular training to maintain compliance

Consumer Data Right (CDR)

The CDR gives clients more control over their financial data. It enables:

• Data portability between providers
• Greater transparency in product offerings
• Enhanced privacy protections

Finance professionals must ensure their data management practices meet current standards.

APRA Guidelines

The Australian Prudential Regulation Authority (APRA) oversees the stability of the financial system. Its guidelines cover:

• Capital requirements for financial institutions
• Operational resilience to withstand disruptions

Staying compliant with APRA’s expectations is crucial for maintaining trust and stability in the sector.

Several trends are influencing how ABC is practised in the current environment:

• Digital transformation: Increased use of AI, automation, and digital platforms
• Sustainability: Growing interest in green finance and ethical investment options
• Consumer empowerment: Clients expect more personalised service and greater transparency

These trends are likely to continue shaping the industry in the years ahead.

Example: Mortgage Broking

A mortgage broker uses digital tools to streamline the application process. By conducting thorough assessments and providing clear comparisons, the broker helps clients make informed choices. The use of e-signatures and digital verification speeds up approvals and reduces paperwork, leading to a smoother experience for both parties.

Example: Investment Advice

An investment adviser focuses on ongoing engagement by offering regular portfolio reviews and educational sessions. By tailoring recommendations to each client’s goals and circumstances, the adviser builds trust and encourages long-term relationships, rather than focusing solely on immediate sales.

Comparing Traditional and Modern ABC

What does 'Always Be Closing' mean in Australian finance today?

In 2026, it means focusing on client needs, transparency, and ethical conduct rather than high-pressure sales tactics.

How have regulations changed the way finance professionals close deals?

Regulations like the Best Interests Duty and Consumer Data Right require finance professionals to prioritise client interests and provide greater transparency, changing the focus from quick sales to long-term relationships.

What role does technology play in the closing process?

Technology streamlines processes, improves compliance, and enhances the client experience through tools like digital ID verification, e-signatures, and real-time tracking.

Why is aftercare important in the modern ABC approach?

Aftercare helps retain clients, builds trust, and increases the likelihood of referrals by ensuring ongoing support and engagement after the initial transaction.

In 2026, 'Always Be Closing' is about much more than finalising transactions. Australian finance professionals are expected to act ethically, prioritise client outcomes, and use technology to deliver transparent, efficient service. By focusing on long-term relationships and ongoing support, the modern ABC approach benefits both clients and professionals, setting a new standard for success in the industry.