Sometimes it gets real easy to forget that each of our customers is a unique individual with a full life, dreams, loved ones and fears around really going for what they want, especially when it comes to owning property.
On top of that, business generally is getting more competitive by the day. There are a lot of things pulling at your customer to make decisions. I read a statistic the other day that says we all get bombarded with something like 80,000 messages a day! How does anybody get through all that?
Well, the short answer is that it’s about authentic relationships and remembering that a great customer is like a unicorn – they’re hard to find, they have choices about who they want to work with and they symbolize prosperity. (That is a true statement – go Google ‘qualities of unicorns’!)
So, what is the proper care for a unicorn, I mean, great customer?
Obviously, you need to appreciate them. Demonstrate that you care for each customer. Keep them informed, make your callbacks on time, let them know their options, learn about who they are in case you can help them with your connections or in some other way.
Be prepared when you share information. Do not waste time or come across as disorganized because that makes just about anybody nervous – be professional.
Keep it real. Ask about what’s going on in their lives. Sometimes life gives us lemons, even in the best of circumstances. If they’re going through a stressful time, listen and empathize… see if you can help in some way but, sometimes, all any of us needs is an ear. Don’t gloss over it; instead, be supportive and apply the Golden Rule (treat them the way you’d want to be treated).
Check in beyond the basics. This isn’t just about business – it’s about someone in your network who you care about because business is personal. So, send a holiday card, congratulate them on their kids’ graduation, call them to say happy birthday, ask how they’re doing and if there’s anything they need that you can help them with, even if you’re not working a deal right now. Because then they will remember you the next time they have (or someone they know has) a deal.
In the end, each of your customers is a rare and precious thing – a proverbial unicorn. Not only do they help you be prosperous in your business, but they can add joy and happiness and humanity to your world when you do it right. And, in the end, that’s pretty magical.
Carl White, Chief Officer of Coolness
Article Originally posted on LinkedIn
If you have questions about this topic, set up a free strategy call with one of our coaches at loanofficerfreedom.com/strategycallrequest
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