What Should Be Top Priority for LOs?

I’m sure you already have effective strategies in place for marketing and sales, and those should be revised and sharpened a couple times each year. A much smaller number of LOs have a client-experience strategy in place, though. Whatever success you’ve achieved, you owe to your clients; and if you want to continue growing, every one of your clients need to have an impressively positive experience working with you.

A client-experience strategy lets you define your standards and values, and then develop an experience based around them. You’ll still have to personalize a bit for each client, but you’ll have a strong foundation to work from, giving you a better chance to impress every client — which is exactly how you earn more glowing reviews and more referrals.

Set Yourself Apart from the Competition

Do you know what makes you different from other originators? In most cases, your prospects don’t. Sure, experience is helpful, but at the end of the day, your clients are there for one thing — a mortgage. So, with countless options for local LOs who could help them, why would a prospective client choose to work with you? What sets you apart from the rest? One of the best ways to stand out is through the experience you provide. Maybe you focus on providing a streamlined experience that is as stress-free as possible. Or perhaps you focus on being an educator for your clients. Another thing you may want to promote is convenience. When prospects know what you offer beyond just helping them get a mortgage, you position yourself as the best choice to work with.?

Step Up Your Branding

What does your brand say about you? What message does it send to prospective clients? A high-level client-experience strategy supports those claims. If you want your brand associated with integrity, you need to provide an experience that backs that up. By meeting (and often surpassing) the promises your brand makes, you’ll have your clients telling their family and friends about you.

Earn More Referrals

Just doing your job and getting your clients through the mortgage process isn’t going to blow any minds. If you want your clients to send you referrals, you need to give them an experience that goes above and beyond any expectations they may have. Pay attention to what wows your clients, and then make that part of your strategy. Just like you wouldn’t go out of your way to recommend an average restaurant to your circle of influence, your clients won’t be motivated to tell others about you if you give them an average experience. If you give them a highest-level experience, however, one that exceeds their expectations, then they’re going to want to tell everyone about you.

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In my opinion, your client-experience strategy deserves to be a #1 priority.

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Thanks for reading, and let me know what you think or if there’s anything I missed.

Brett

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Brett Weiss

Branch Manager & Nationwide Team Lead, NMLS # 227468

NEXA Mortgage, LLC NMLS# 1660690

[email protected]

602-410-2515 |?https://www.makemoremoneyinmortgages.com/