This list of traits was originally taken from one of Jeffrey Gitomer's articles and I find it interesting that so many of the traits are so very applicable to your position as a mortgage lender. If you don't put the client FIRST then the client will naturally go somewhere else or be unhappy with the service they received and let others know about their negative experience.
It can take some juggling to be consistently available to clients. This is why I don't agree with the business practice of only returning phone calls twice a day. I DO highly recommend you have phone/email OFF time to concentrate on marketing and other priorities, but this can be for 30-60 minute blocks. Returning phone calls quickly is essential to excellent customer service.
Do what it takes throughout the day to be available when a client or referral partner calls. Be apologetic when they have had to leave a message... this also tells them they are important to you. Try to never finish your day until all messages have been returned.
When your clients feel they are important to you they will return the favor by referring their friends and family. This is truly the best way to grow a strong business.
Don't forget to 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!
I scored a 116. This was a great idea - I think it should be done twice a year to make sure we are on track!
Posted by: Janice Carr | September 10, 2009 at 01:18 PM