People want to do business with someone that makes things easy for them. Even in our current complicated mortgage world, you can do a few things to help ease the path for clients and make their experience a positive one.
- Give applicants a complete list upfront of everything you will need for the loan.
- Let them know that things are changing so rapidly there may be something else you will need to ask for before closing.
- If there is something in your capacity to obtain, do so without bothering the borrower.
- Give an email update every few days, even to simply state "Everything is looking just fine on the process of your loan. Please call me with any questions." This actually will REDUCE the number of calls you receive. Your clients will feel that you are taking care of everything and they don't need to worry.
- Being friendly and available (as discussed in trait #6 and #10) and the result they will feel that you are easy to do business with.
Why is this trait so important? If you are easy to do business with - then you will be easy to refer business too. Rates and fees will become secondary as your reputation grows and your referrals increase.
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!
OK... I finally did it! I scored a 120!!! Thanks for all your encouragement.
Posted by: Kristen | September 14, 2009 at 12:37 PM