This can be a tricky one, since I don't know an underwriter willing to talk to a borrower (which I completely understand) and many processors are leary of talking with clients as well. But I do think it is important that your customers know you have a team backing you up and that there is someone they can contact if you are not available. This does not necessarily mean that person can answer their questions or solve their problems... it just means they can connect with another human instead of your voice mail. Believe it or not, there are still some people that prefer to talk to a person rather than a machine.
This could be your assistant, processor or receptionist. When clients begin their application, take a few minutes to introduce them to your staff. If you do not meet in person, send them the information by email, letting them know that they can contact your assistant or other person if you are not available. Remember - this may simply be to leave you a message, but it may make the difference in a person feeling like your most important client vs. someone you don't have the time to talk with.
Another step that will help your clients feel more comfortable during the loan process is to educate them on what actually happens once they make application. To see my sample flow chart click here.
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!
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