Hi Geoff,
I feel like the travel agency business and mortgage broking are different areas of business, that are that comparable. I say this because travel has margins built in which may be quite flexible, and each business chooses how it prices the flights, accomodation etc. Where as is mortgage broking the T&C's of each loan, the interest rate and costs are set by the bank.
Within the marketplace "most" banks appreciate the role Mortgage Brokers perform, and accordingly want to look after that area of business. Effectively this means that everybody, be it a bank manager, or another mortgage broker, should offer the same product. If that is the case, then a client going with someone else would indicate to me that it is a personality issue, and not a product issue.
One of the hardest things I had to learn when setting up my business, particularly when cashflow was an issue, was expecting to write a loan just because I'd put in some ground work. As they say "an expectation unfulfilled will only lead to upset".
So I'm not necessary disagreeing with you, just looking from a different point of view.
Cheers,
Mike