Why You Need to Customize Your Client Experience

Loan officers don’t build a steady stream of business by providing a mediocre service. If you’re establishing yourself as a go-to loan officer in your local market, providing a high-quality experience is a must. In a recent post, I talked about the importance of responsiveness when it comes to client expectations, and this week, I want to look at the idea of offering a customized experience.

?

What does it mean to create a customized experience? A great place to start is by looking at what the opposite of that looks like — a cookie-cutter, one-size-fits-all approach to every client. While this may be a quick way to give clients the bare minimum that they expect, it’s not something that’s going to set you apart, strengthen your brand, or earn you referrals.

Each client needs something a little different.

?

The key to creating an experience that feels customized is getting to know your clients. What matters most to them? How can you make things more convenient for them? How can you show them they’re a priority? If your client wants to feel that personal connection, invest more time into building the relationship. Actively listen, pay attention to the details, and share a bit about yourself as well. If they have a crazy schedule, making yourself available to them at times that work well for them will help them feel like a priority.

?

While you’ll still rely on a foundation of systems and processes that you’ve established for your business overall, it’s important to see that as something to build on, not the end result. Make sure your clients feel that you’re creating the experience around them, not running on autopilot. Look for opportunities to learn about each client and tailor the experience to them as best you can. By focusing on this personalized approach, you’ll earn the trust, satisfaction, and rave reviews of happy clients.

Thanks for reading, and I'd love to hear your thoughts!

John

If you’re a loan officer, sales manager, or branch manager considering a move, don’t hesitate to reach out to hear about some terrific opportunities.

John Gardella

Regional Manager — Supreme Lending

615.439.2569

[email protected]