Want to Satisfy EVERY Client?

Satisfied clients are a necessity if you want long-term success in the mortgage industry. If you’ve done your job impressively, satisfied clients can fuel your business by, not only using you again in the future — they’ll tell others about you. The rewards that come from satisfied clients are worth the effort: namely raving testimonials and reviews, and most importantly, word-of-mouth referrals (more on word-of-mouth marketing, here ). This week, I wanted to share some ideas to help you satisfy EVERY client:

Earn Their Trust

Your clients are engaging in what is often the biggest financial decision of their lives, and they need to know they can trust you — but, as you’re likely aware, trust takes time to build. If you want a head start in earning your clients’ trust, you can spend some time focusing on your brand to make sure it’s an accurate representation of who you are and how you do business. Having easy-to-find online reviews can also be very helpful. After that, every interaction you have with them will help to build trust. Be patient, emphasize open communication, and let them know that they matter. They should feel like they are your #1 priority, and that you understand how important this decision is for them.

Give Them Your Attention

Your clients can never feel like they’re just one of many others on a conveyor belt headed to a closing as quickly as possible. They need to know that you care and are highly attuned to their needs. Demonstrate your commitment to them by asking frequent questions and leaving room in conversations for them to ask questions. Check in with them often to update them on the process, and let them know if anything else is expected of them.

Provide High-Level Communication

Communicating at a high level is the only way to build a sustainable career as an LO. You need to be able to communicate clearly and effectively with your clients. You also need to be prepared to reply promptly to questions and concerns. Practice patience and active listening. If your client feels like you’re trying to rush them through the process, they’re going to take note and will likely be unsatisfied afterward. Make sure they can get in touch with you as the need arises; let them know how they can best reach you and what your boundaries are for outside of standard work hours. Also, find out from them their preferred method of communication, and then stick to that whenever possible.

Customize the Experience

It doesn’t matter how many clients you’re seeing on any given day — each one needs to feel like they’re your only client. While streamlining parts of the process is smart, you need to choose which of those parts carefully — it can never feel impersonal. Learn each individual client’s needs and personalize the process accordingly.

Demonstrate Gratitude

You’re providing a service to your clients, but they’re also giving you their business. Out of countless options for loan officers, they chose to work with you. Let them know often that you value them, and that you appreciate them. Send a post-closing note (preferably handwritten and mailed) expressing your best wishes and genuine thanks. Every client appreciates the extra level of service and connection.

Satisfied clients lead to repeat business and streams of referrals. Take some time to review your processes and see where you can tighten things up. The goal should always be to make EVERY client a satisfied client.

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