Make Every Client Feel Like Your Only Client
One of the best things you can do to elevate the client experience you provide, is to make your clients feel like they're your top priority — every client should feel like they’re your only client... but with so many day-to-day demands vying for our attention, how do we do that? Here are a few ideas:
Be Present
Let’s start with the most basic strategy first. Be fully present with your clients. If your phone is buzzing with notifications, you’re distracted by an upcoming meeting, or you’re rushed because of the way you’ve structured your schedule, clients will sense that there are other things more important to you. When you’re with a client, be there fully. Silence your phone, put other thoughts and to-dos aside, and give your client your undivided attention.
Remember the Little Things
When you’re present, you’re able to listen more actively, and this allows you to pick up on those small but important details clients share with you. Whether it’s a particular challenge they’ve faced or simply the name of their dog, keeping track of these things and referencing them in future conversations when appropriate is a great way to demonstrate your investment in your client.
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Consider Their Schedule
We all know what it’s like to feel drained by our schedule, and that includes your clients. As loan officers, the 9-5 hours don’t always apply. Offering more extended availability to your clients is key. Especially if you know it’s challenging for someone to connect with you during typical business hours, taking that extra step to clarify your availability and accessibility to meet their needs can make your clients feel truly supported.
Emphasize Connection
Your clients will feel like a priority when they feel connected to you. Move beyond customers and transactions and focus on building relationships. When loan officers approach the lending process from this perspective, they create a dynamic that is much more likely to make their clients feel heard.
With a little intention, you can implement the strategies you need to make each of your clients feel like they’re your only client.
If you’d like to talk more about these ideas, or if I can be of assistance with something else, don’t hesitate to reach out to me. I’m always happy to block off some time to connect.