Why You Need to Be an Asset to Your Clients
If your goal is to really excel in the industry, then you’re going to have to do more for your clients than just provide competent service. If you want to impress them and get them talking to their family and friends about you, you need to be an asset to them. Here are some ways that you can improve your client experience and prove yourself a true asset to your clients:
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Educate Them
You want your clients to be completely confident in your expertise, and the best way to do that is to educate them along the way. The goal shouldn’t be to get your clients to the closing table as quickly as possible, but instead, it should be to get them there knowing you gave them enough information to make the best possible decisions. Ask more questions, leave plenty of space for them to ask questions, and don’t move them along until you’re sure that they understand everything fully. We always need to remember that, even if they’ve been through the process before, they haven’t been through it dozens (or hundreds) of times like we have. Simplify complicated concepts and industry jargon — it will make a strong impression. When your clients get through the process knowing that you helped them get, not just a mortgage, but the right mortgage, they’re going to come back to you in the future, and they’re going to tell people about you.
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Be Accessible to Them
I’m a big advocate for work/life balance, but your clients need to be able to reach you. This is a stressful and often overwhelming time for them, and it can be frustrating to not get a question answered or concern assuaged as those things arise. implement a clear communication strategy and let your clients know the best times and means to reach you. When you’re clear on all this from the very beginning, you don’t leave any room for frustration. Respond as quickly as you can, even if it’s just to tell them that you’ll follow-up soon with more detail. When you let your clients know that they’ve been heard, and that they’re a priority for you, it can make them feel instantly calmer.
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Be Generous with Them
We all want to reach greater heights in our careers, but our clients can never be made to think that they’re not our primary focus and top priority. They come first… every time. Try to make things easier on them — work around their schedules, and go out of your way to make the process as convenient as possible for them. Going above and beyond in ways like this won’t go unnoticed.
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Be Efficient for Them
We’re all busy in the mortgage industry, but so are your clients. They have full lives and as many (or more) obligations than we have. We need to be respectful of that by being as efficient as possible. Look for new methods of efficiency and convenience, and if you find them, implement them. This is something else that makes a strong impression, particularly among other professionals.
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Showing your clients that you are truly an asset to them is going to get you more repeat business and more referrals — hands down. These ideas are a good starting point to help you get there.
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If you’re a New Jersey loan officer considering new opportunities, don’t hesitate to reach out to me. I’d love to set aside a few minutes to tell you all the reasons why CrossCountry is the best company to align yourself with.
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Larry Vindman
Branch Manager — CrossCountry Mortgage
(908) 216-4848