How Responsive Are You?

When you’re using someone’s services, what do you expect from them? If you’re paying a large sum (or any) of your hard-earned money for their expertise, does that raise your expectations? Questions like these help you put yourself in your clients’ position. Take a look in the mirror and see yourself from your clients’ perspective. What are they expecting from you when they’re purchasing or refinancing?

I believe our clients expect (and deserve!) the highest level of quality, knowledge, and professionalism. So… the real question is, how do we provide these things?

Start simple. One of the best ways to provide this level of service is to be committed to extreme responsiveness.

Answer your phone when it rings!

We chose this profession, and part of that means being on call for our clients 24/7/365. That’s the mindset we need in order to meet our clients’ expectations. When my phone rings, I answer it; and if I can’t, I return the call within minutes.

I know I’m going to hear from a few colleagues with: “but you need a work-life balance!”.

I completely agree.

But that doesn’t remove the responsibility we’ve chosen with this profession: being available to our clients 24/7/365. You can balance your commitment to extreme responsiveness by keeping your clients well informed. Here are a few examples: Always have your out-of-office set if you cannot respond within a certain amount of time. Always change your voicemail if you will not be available for an extended amount of time. This allows your clients to get an immediate response if you need to be offline. Just remember that if you set an expectation with your out-of-office or voicemail, like returning the message by a certain date, you’d better meet that expectation when you’re back at your phone.

No exceptions.?

Thanks for reading, and I'd love to hear your thoughts!

John

If you’re a loan officer, sales manager, or branch manager considering a move, don’t hesitate to reach out to hear about some terrific opportunities.

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John Gardella

Regional Manager — Supreme Lending

615.439.2569

[email protected]