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!
Great topic! I gave my processor the challange last night. I scored a 111. We had a good conversation about where I can improve and it was interesting to see her view on things. Thanks for doing the challange!!
Posted by: Melissa | August 27, 2009 at 10:45 AM
It's always good to get the perspective of your colleagues, no matter how painful. I scored a 110, needing improvement in areas that are vitally important to putting client first. Communication between myself and the people I work with was opened up in a very productive way. I think we'll do this more regularly. Thanks Bliss!!
Posted by: Kevin | August 27, 2009 at 11:03 AM
Loan officer #1 - 109
Loan officer #2 - 102
scores were done by 2 processors and an inhouse underwriter then averaged.
Posted by: Craig Crockett | August 27, 2009 at 04:08 PM
108. This was a great idea.. I plan to do it again in a few months after I work on a few things :)
Posted by: J.T. | August 27, 2009 at 05:32 PM
Great advice on being speedy. I scored a piddly 99. And yes, am going to work on things!
Posted by: david | August 27, 2009 at 10:22 PM
My score rated by my operations manager who has been working with me since December 1990 - 123
Posted by: Nicole Donn | August 28, 2009 at 03:05 PM
108.It is a helpful tool in gettin ga good perspective of how we are perceived by those around us. Thank you, Bliss.
Posted by: JoAnn Moore | September 09, 2009 at 09:34 AM