Bliss Sawyer's Marketing Blog

Trait #3 - Ability to serve

I'm going to keep this one pretty simple - If you want to attract business to you from multiple referral sources, you HAVE to be able to serve.  If you day is spent processing your own files or taking care of the details of each loan, you won't have time to serve and build those relationships. 

Consider getting an assistant.  Talk to your manager if processing can't handle your files or if you are doing to much with your loans once the application is taken and turned in.  Do what it takes so you can spend a portion of your day serving others.  This would include being involved on Realtor Association committees, Builder associations, networking groups etc. and looking for opportunities to serve those you are working with.

If you haven't already taken my "Why so serious" Challenge.... do it this week!

Take the Challenge - Print this list of 13 traits and ask your staff (anyone you work closely with) to rank you on each item.  Let them know you are trying to improve and value their feedback.  To enter the giveaway, post a comment on any of my blog posts with your total score. (Yes - your score can be anonymous if you choose.  Email addresses will not show up on the comment, they are only so I can contact the winner!)  Drawing will be held September 15. 

Click here to take the challenge!

 

Trait #2 - Ability to Deliver

Your ability to deliver on what is expected (and even those thing NOT expected) will do much to set you apart from your competition.  First and foremost, do not promise anything you are not 100% sure you can deliver.  You are better off leaving a bit of room for error if something happens where you cannot give them what they need.  Next, work diligently to exceed expectations.  In my Next Best Thing Coaching, I discuss this simple concept:

Exceeding expectations can build your reputation and position you to receive a continual stream of referrals from happy clients.  Let me give you an example…

You have a potential borrower call you with a question on a loan program and you do not immediately have the answer, set a specific time to get back with them regarding the answer.  “I will need to check with our underwriter, but will contact you by 5:00 with the answer.”  Then, call them by 4:30 with the answer.  That is the exceeding part.  If, for some reason, you do not have the answer by 4:30, CALL THEM ANYWAY!  Explain that it is going to take a bit longer than anticipated and set the next deadline.

The absolute worst thing you can do is avoid calling because you don’t have an answer.  The second worst thing you can do is call them after they expect the call.  By calling before the expected time, even if you are still waiting for the answer, you will leave them with a feeling of security, simply because you cared enough to contact them before they expected you to.

Most originators tell clients “I’ll get back to you as soon as possible.”  Resist the urge to do this and set a specific time.  People will view you as more considerate and will appreciate your efforts.  This week, put a sticky note on the corner of your computer with the word EXPECTATIONS on it to remind you to practice this new concept.  This is also VERY effective with Realtors.  Most Realtors feel we avoid their calls once we have the deal in the door.  Prove them wrong!

Take the Challenge - Print this list of 13 traits and ask your staff (anyone you work closely with) to rank you on each item.  Let them know you are trying to improve and value their feedback.  To enter the giveaway, post a comment on any of my blog posts with your total score. (Yes - your score can be anonymous if you choose.  Email addresses will not show up on the comment, they are only so I can contact the winner!)  Drawing will be held September 15. 

Click here to take the challenge!

Trait #1 - Speed of Response

Today begins our Serious Series, where I will highlight each of the traits mentioned in the challenge below.  Today's topic is Speed of Response.

True story:  I was referred a client that was purchasing a large home.  We had talked a few times while he was working on getting an offer accepted, but he had not made application yet.  The morning his offer was accepted, he called to let me know he had been talking with another loan officer his new boss had recommended.  The client told me he was going to take a look at what we both offered and make a decision by the afternoon.  Within five minutes I had emailed him an updated good faith estimate and followed up with a phone call about 30 minutes later to see if he had any questions.  He was still waiting on the other offer and said he would get back with me. 

That afternoon, he called to ask if he could set up a time to get things started.  I asked him if my costs had come in that much lower and he responded with "Actually, you are about $100 higher, but I was so impressed with how quickly you have always called me back and given me the information I needed that I would rather work with you."

As shown in this story, speed of response is critical in our business.  Not only with referrals, but also withprocessing and underwriting staff.  Quickly working on conditions and items needed is a guaranteed way to maintain a good relationship with your staff.  Don't let things sit.  Take action immediately whenever possible.

People want to work with someone they feel will get things done in a timely manner.  They also want to feel that they are THE most important client in your business at that time.  Doing things quickly will accomplish this.

The Challenge - Print this list of 13 traits and ask your staff (anyone you work closely with) to rank you on each item.  Let them know you are trying to improve and value their feedback.  To enter the giveaway, post a comment on any of my blog posts with your total score. (Yes - your score can be anonymous if you choose.  Email addresses will not show up on the comment, they are only so I can contact the winner!)  Drawing will be held September 15. 

Click here to take the challenge!

Why so Serious Challenge

Since I posted the 13 traits yesterday that Jeffrey Gitomer suggests for serious sales people, I haven't been able to get them off my mind.  Improving in these areas is key to greater production.  But what areas are you weak in?  Often, those around you have a much better idea than you do.  So I am issuing a challange and to make it fun, it includes a great giveaway.

The Challenge - Print this list of 13 traits and ask your staff (anyone you work closely with) to rank you on each item.  Let them know you are trying to improve and value their feedback.  To enter the giveaway, post a comment on any of my blog posts with your total score. (Yes - your score can be anonymous if you choose.  Email addresses will not show up on the comment, they are only so I can contact the winner!)  Drawing will be held September 15. 

Over the next few weeks, I will be highlighting each of these traits here on my blog.  Tips, suggestions and tools to help you improve!

The Prize - includes all of the following:

• Five Tag-a-Room Moving Labels (great for closing gifts)
• Eat that Frog by Brian Tracy
• Influence - The Psychology of Persuasion by Robert Cialdini
• The Power of Small by Thaler & Koval
• Set of 100 personalized “Divorce and Your Home” or “Life After Bankruptcy” brochures
• One hour personal coaching session with Bliss Sawyer
• And chocolate for the staff that helped!

Click here to take the challenge!

Why so serious?

My family loves to quote from the Dark Knight... "Why so serious?" (using the voice, of course)  So when I saw Jeffrey Gitomer's article titled "Are you serious about them? Are they serious about you?" my interest was piqued. 

I love to have fun, even if the above mention family does think I have a terrible sense of humor.  I also think having fun is a vitally important part of work... but the angle Gitomer has on this subject is very interesting.  Here is just a portion of this article:

Most people misunderstand and mis-define the word serious. They view it as stoic, non-smiling, stiff, non-humorous, and boring. Hardly.

Serious is the intention, the intensity, and the focus that you put into your work ethic and your personal ethics. Serious is a way of life, a way of business, a way of selling, and a way of serving.

How serious are you?

When your prospect or customer comes to the realization that you are “serious” about doing business or earning business, it stems from the actions you took to make that feeling possible.

Those serious actions or characteristics include:
• Speed of response.
• Ability to deliver.
• Ability to serve.
• Desire to serve.
• Knowledge about how what we have will help someone.
• Friendliness.
• Personable.
• Perceived value of product or service.
• Truth at all cost.
• Available when THEY call.
• Easy to access anyone.
• Easy to do business with.
• Online access to information and ordering.

If you have all those attributes, you have a CHANCE of being perceived as serious.

I LOVE the bullet points... in a nutshell, this is what it takes to be successful as a mortgage originator.  Highly successful loan officers BECAME highly successful because they built a business based on these ideals. 

Numbers that define you

 

I often talk about database marketing and the value a strong database can bring to your business.  You are in a numbers business... and I don't just mean interest rates, loan amounts and qualifying ratios. 

You are in sales and in every sales job, it comes down to NUMBERS.  How many people know WHO you are and WHAT you do for a living?  And then... are you in touch with those people consistently and effectively?

Do you send out a monthly mailing?  How many phone calls are you making each day?  How many groups and events are you involved with each week in order to expand your sphere of influence?  If you aren't continually doing things to increase your NUMBERS then most likely, your production will not reach your goals.

Doug Smith has an excellent article in tomorrow's issue of the The Competitive Edge Newsletter highlighting a new originator that has done just this and excelled during one of (if not THE) most difficult times in our industry and in his words "I learned the discipline of consistent contacts and that selling, no matter what kind of selling you do , is a numbers business.  I know exactly how many calls I have to make every day to produce what I want to produce each month."  Now is an excellent time to start tracking and maintaining a strong NUMBERS business.  Don't wait.... buckle down and get involved, make the calls, send out mailing and drop into Realtors offices.  Your future business depends on it!

If you don't currently subscribe to The Competitive Edge Newsletter, don't miss another issue.  Click here to subscribe.

 

Straight to voicemail...

In my marketing materials, I recommend a simple marketing strategy of leaving weekly messages for Realtors (see this post and this post).  Brent Borcherding of Mortgage Advocates recently shared a resource to make these calls even easier.

Slydial is a voice messaging service that connects you right to a person's mobile voice mail.  Rather than taking a chance of interrupting the Realtor, you can dial directly into their voicemail.  This is a fantastic way to reach out with minimal effort.  The best part - there are no sign up requirements or fees to use Slydial. 

It never ceases to amaze me the things people come up with... especially if those things make our lives easier!  Thanks, Brent for sharing this great idea.

Need help with all the industry changes?

I have received quite a few emails recently asking me for a recommendation on where to get help with all the changes going on in our industry.  Mortgage Currentcy is a great resource for this and I thought I would pass along an email I just received listing 6.5 Reasons Why Mortgage Currentcy Makes You an Expert.

1. Company Meetings: "We talk about the articles and Q & A in our sales meetings. Not all of the articles and interpretations apply to us, but it's great to know what changes have been made and how we can either "use them" or "sell against them" or "compare them" with other loan products."

2. Realtor®/Builder Meetings: "Mtg Talking Points^TMhas made me look like THE expert! I print the flyers and use them in meetings with agents and builders — especially if it fits their niche". View sample Mtg Talking Points^TMflyer, Advertising Rules (RegZ) for Real Estate Agents and Builders.

3. Talk with Underwriters/PMI Reps: "Just because Fannie, Freddie, FHA or VA has a "rule" does not mean that the underwriters/investors or PMI companies will interpret it the same way. I pick up the phone and talk to my reps about the "rule as written" and ask what their rules will be."

Sign Up Now for Your 7 Day Free Trial!

 

4. Emails to Agents: "If I want to get the word out fast, I just "cut and paste" the content from Mortgage Talking Points™ and email it to my database. My claim to fame is that I get the word out before my competitors even have a chance to read it, because all the work is already done for me."

5. Blogs: "I just blogged about the Mtg Talking Points^TMFlyer, What You Need to Know About Appraisals and Were Really Afraid to Ask, and got a deal from an agent I had never done business with before...he thought I really knew my stuff."

6. Notify the Media: "Every once in a while, I'll get a call from my local TV reporter on something they read on the news wires. This last time, I had just read the article about it in MortgageCurrenty and it felt good to answer his questions right away, instead of always saying "let me get back to you!"

6.5 Becoming a Guest Speaker at State Licensing Courses: "I am a loan officer who has been invited to be a guest speaker for State Licensing Courses for real estate agents. Not only does this keep me up-to-date, but agents also tell me what issues they deal with on a daily basis. And what do I hear most? That loan officers don't keep up with the rules."

Read Subscriber Testimonials!

I have received quite a few emails recently asking me for a recommendation on where to get help with all the changes going on in our industry.  Mortgage Currentcy is a great resource for this and I thought I would pass along an email I just received listing 6.5 Reasons Why Mortgage Currentcy Makes You an Expert.

1. Company Meetings: "We talk about the articles and Q & A in our sales meetings. Not all of the articles and interpretations apply to us, but it's great to know what changes have been made and how we can either "use them" or "sell against them" or "compare them" with other loan products."

2. Realtor®/Builder Meetings: "Mtg Talking Points^TMhas made me look like THE expert! I print the flyers and use them in meetings with agents and builders — especially if it fits their niche". View sample Mtg Talking Points^TMflyer, Advertising Rules (RegZ) for Real Estate Agents and Builders.

3. Talk with Underwriters/PMI Reps: "Just because Fannie, Freddie, FHA or VA has a "rule" does not mean that the underwriters/investors or PMI companies will interpret it the same way. I pick up the phone and talk to my reps about the "rule as written" and ask what their rules will be."

Sign Up Now for Your 7 Day Free Trial!

 

4. Emails to Agents: "If I want to get the word out fast, I just "cut and paste" the content from Mortgage Talking Points™ and email it to my database. My claim to fame is that I get the word out before my competitors even have a chance to read it, because all the work is already done for me."

5. Blogs: "I just blogged about the Mtg Talking Points^TMFlyer, What You Need to Know About Appraisals and Were Really Afraid to Ask, and got a deal from an agent I had never done business with before...he thought I really knew my stuff."

6. Notify the Media: "Every once in a while, I'll get a call from my local TV reporter on something they read on the news wires. This last time, I had just read the article about it in MortgageCurrenty and it felt good to answer his questions right away, instead of always saying "let me get back to you!"

6.5 Becoming a Guest Speaker at State Licensing Courses: "I am a loan officer who has been invited to be a guest speaker for State Licensing Courses for real estate agents. Not only does this keep me up-to-date, but agents also tell me what issues they deal with on a daily basis. And what do I hear most? That loan officers don't keep up with the rules."

Read Subscriber Testimonials!

One phone number to organize ALL your numbers

 

Do you have utilize multiple phone numbers for your business? 

Carol Boyd passed along this great idea.  It is called Google Voice and best of all, it's free! 

This web interface uses a gmail address book.  It acts like a switchboard operator for all your phones and phone #’s.  However you do have to get a new Google phone number.  Look at google.com/voice and request an invitation to test it out.

 

Back in the real world

  I am finally home after two months of traveling and even though I was anxious to get back, the catching-up part has been a bit daunting.  This is how I looked after the last leg of our journey.  18 hours straight driving... then the unpacking... then the two months worth of life that I had pleasantly ignored had to be dealt with.   Good thing I have all those wonderful memories to get me through!

But I am excited to pass along some great ideas, new webinars and a giveaway you are going to love!  I will also be having my annual "Back to Work" sale in September.  Stay tuned and I hope everyone is working hard and closing loans!

Bliss

Oregon - Check!

As many of you know, I have a crazy goal to bike 50 miles in all 50 states and it's been quite a while since I have been able to check off a new state.  On my road trip this summer I was able to do 30 miles in Baker City, OR and the final 20 in Roseburg, OR.   I loved it!

I can't wait to put a sticker on my map... only 36 more states to go.  The great thing about checking off one more state is that it makes me  ponder where I am at on all of my other goals.  Personally and professionally.  One of the things I recommend loan officers do is set 3 month, 6 month, 1 year and 5 year goals and then REVIEW AND REVISE monthly.  Goals are only as good as the steps taken to reach them.

How long will it take me to finish up the other 36 states?  Quite a while (I need to kick a few more kids out then it will get MUCH easier:) but I am already planning my next road trip to get another one done!

How long is it going to take for you to get your production where you want it?  Are you working on the baby steps necessary to get your phone ringing with quality prospects?  Are you improving your prequal systems to turn more of those prospects into applications?  Are you consistently marketing to past clients and your sphere of influence so you have a steady stream of referrals?

If you don't have goals or haven't looked at them recently, find a quiet block of time to bring you goals in line with where you want to be in your career.  Then move it forward.  Decide what needs to be done each day to bring yourself closer to each of your goals.

As many of you know, I have a crazy goal to bike 50 miles in all 50 states and it's been quite a while since I have been able to check off a new state.  On my road trip this summer I was able to do 30 miles in Baker City, OR and the final 20 in Roseburg, OR.   I loved it!

I can't wait to put a sticker on my map... only 36 more states to go.  The great thing about checking off one more state is that it makes me  ponder where I am at on all of my other goals.  Personally and professionally.  One of the things I recommend loan officers do is set 3 month, 6 month, 1 year and 5 year goals and then REVIEW AND REVISE monthly.  Goals are only as good as the steps taken to reach them.

How long will it take me to finish up the other 36 states?  Quite a while (I need to kick a few more kids out then it will get MUCH easier:) but I am already planning my next road trip to get another one done!

How long is it going to take for you to get your production where you want it?  Are you working on the baby steps necessary to get your phone ringing with quality prospects?  Are you improving your prequal systems to turn more of those prospects into applications?  Are you consistently marketing to past clients and your sphere of influence so you have a steady stream of referrals?

If you don't have goals or haven't looked at them recently, find a quiet block of time to bring you goals in line with where you want to be in your career.  Then move it forward.  Decide what needs to be done each day to bring yourself closer to each of your goals.

Adding value and asking for opportunities - Step 7

Step 7: Adding value and asking for opportunities

 Guest Post by David Bush

Click numbers to view steps (1)  (2) (3) (4) (5) (6)

The final step in building your Strategic Team of Advisors is the ongoing relationship building activities you do for each of your advisor partners.  To add value to my strategic partners I play lots of different roles (Revenue Enhancer, Recruiter,

Mentor

, Advocate, Publicist, Loan Broker and Purchasing Agent) to help them succeed based on whatever challenges they’re dealing with. 

If I succeed in adding value I feel I deserve an opportunity and therefore I ask for one at that time.  Opportunities could be a joint marketing strategy, a referral and introduction to a client/employee/other prospective partner (in another business category) or anything that would add value to my business.   

Originators often feel sales reluctance because they ask before they give.  I have found when I give value to someone I often don’t have to ask for much because I usually gain more value in return naturally. 

Isaac Newton’s Law of Cause and Effect states “for every action there is an equal or greater reaction”.  This scientific law tells me that as long as we add value to other advisors we will create the “causes” that will generate the “effects” we need to succeed in building a profitable and strategic team of advisors.

David is a top Originator Coach and founder of MyMortgageCommunity.com, a peak performance coaching system and online community for mortgage professionals. You can email him at dbush@MyMortgageCommunity.com or call 800-818-8286.

Much thanks t David Bush for helping out with this great information while I am out of town this summer!