It goes without saying you need to take care of business as a professional – get your clients great rates on their loans, communicate consistently, and close their loans on time. But being good isn’t good enough in today’s competitive market.
Why? Because your client’s expectations are based on the last great experience they had with a company. That means you’re competing not with just your local mortgage professionals but with Uber, AirBnB, Whole Foods… your client expects a great experience. If any representative at Amazon can pick up their conversation at any point in their experience without missing a beat, you can surely do the same.
Let’s think about what the mortgage loan process looks like from your client’s perspective. It means they’re moving themselves and their family into a new home, meaning they may need help moving or getting settled. They might need to hire contractors who can do some update work around their new home and property. They might need to become acquainted with their new neighborhood, their new neighbors and establish new routines. Heck – they might just need a pizza for dinner their first night in their new home.
The point is that you can help them beyond the transaction to have a great experience working with you. What’s in it for you to go above and beyond? They’re going to talk about that with all their friends, family, colleagues, neighborhood people they meet… you will touch a lot of people through them. People like to share success and, when they do, they cannot help but talk about what got them to it, and that means they talk about you.
It also means that you share the trends you see coming in the real estate market and educate people on what they need to know. Some of your clients might be investors or be thinking ahead to when they are ready to move because their kids graduate from school or they retire from their full-time careers. You need to be top of mind when they’re ready to make that next move.
So how do you stay top of mind as a solutions provider? You work your worth. That is, you share valuable information through an email newsletter every month. You check in with them on a quarterly basis by phone. You ping them when you see an event or a local news update that might be relevant to them. You start a Facebook group where you introduce your clients to each other. You make sure your clients know your story – what you see as injustice, what you are trying to conquer, what you are achieving in your work – so they can help tell it for you. You get on their Christmas card list. You develop a sincere relationship because you CARE.
Now, some of that can be automated with good technology. I’m happy to tell you more about that… let me know if you’re interested. But my main point is that you need to be a SOLUTIONS provider, in addition to being a strong loan officer, who is relevant, practical and helpful in the ecosphere of your clients’ lives.
Going further is not only professionally and financially rewarding but personally fulfilling. Trust me on that.
What do you do to help your clients that is above and beyond? Share with me – your answer will inspire me to go a little further in delivering a great client experience by working with you.
Carl White, Chief Officer of Coolness
Article Originally Posted on LinkedIn
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