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!

Comments

[Jacob Thursen]

I scored a 118! It might have helped that I brought in lunch:) Thanks for the challenge!

[Brent Taylor]

I asked a processor and operations manager. 116 and 109. Not bad... and what a great idea this is! I really enjoyed the article today.

[Connie S.]

Great suggestions... I scored a 113 from my processor and 118 from my receptionist/set up person. Made for some interesting conversation. Best of all - I think they really appreciated me asking their opinion.

p.s. love your blog!!