STOP TREATING YOUR CUSTOMERS LIKE A NUMBER! Have some compassion!
Tamara Burch
Vice President Of Mortgage Lending NMLS: 222739 at Guaranteed Rate Affinity NMLS: 1598647
There's truth in that cliche!
Customers aren't numbers, they're people just like you and me. Sounds like another tired sales cliche used to motivate your customer service skills doesn't it? Maybe. The fact of the matter is that it is SO true and really is the silver bullet that could change your entire sales perspective. If you can put yourself in your customer's shoes and remember, in every phone call and every contact, that your customers just want what everyone wants. When you do that, your "deals" will become "customers", your "numbers" will become "relationships"...and your closings will become chapters in a long lucrative career.
The best way to illustrate this is to share a story about one of MY relationships (just one story of thousands) and recent success stories. I received a call from one of my realtors telling me that her single daughter, a mother of 3, wanted to buy a home but her original loan officer disregarded her so much that she was worried she'd ever reach her dream of being a homeowner. I had the lovely chance to chat with her for over an hour (a lot of my relationships require REAL time) and we determined she had some major credit challenges to overcome. If I were the wrong kind of salesperson, I would have walked as soon as I saw the 497 credit score. I'm not that kind of salesperson. After going through her credit report together, we spoke candidly about the hard work that it would take to fix that score AND the reasons that she had doing it. I assured her repeatedly that she COULD achieve her dream of purchasing a home for her and her girls! We could get her to a place where she could buy a home and we would do it together. It took time and expertise, and, most importantly, compassion, from me, and it would take sacrifice, discipline, and hard work from her. If she was willing to make each day count to reach her goal, I was willing to help.
Obviously, we didn't talk everyday, but we DID talk every month. We developed a plan and she stuck to it. I am so excited to be able to say that after chatting each month for over a year, staying on track, and focusing on the prize, she has just closed on a new home for her family! Her original loan officer could have viewed her as a person with a family that needed some financial guidance and a little compassion. They should have returned her call and tried to help her reach HER lifetime goal instead of disregarding her because she wasn't helping them reach their short term goal. The easy sale builds A paycheck. Compassion builds a career. Let’s all take a moment to remember that we can make a difference in peoples lives if we take the time to care.
Congratulations on your new home Shari!
Tamara L Burch
The Federal Savings Bank
770.896.5001
NMLS 222739
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Credit Repair Consultant I Bookkeeper l Virtual Assistant | Business & Goal Oriented | Motivator I Notary | Founder of I.G. Credit Repair & Protection Plan | Founder of Iby's Expressions
2 年??
Working to bring real estate investment dreams to reality for my clients --BS, ABR?REALTOR?, e-Pro?, SFR?, owner of A.M.C, LLC
5 年So true. So many people can become home owners if they just have a lender and REALTOR? who will walk them thru the process. It's different for everyone, no 2 credit scores are the same for the same reasons. But compassion helps you to succeed in this business. I'm learning that first hand!