We are working with you to bring you to your goal. How will you and I measure our success? MY goal is to make you outrageously happy.
Every transaction has two parts – the product, and the process.
Think of a favorite restaurant . . . Do they have good food? How is the service? The food, of course, is the product; the service is the process. Does a really good restaurant advertise much? They probably do not need to, because good food and good service are usually advertised by word-of-mouth.
I will be successful, if I make you so outrageously happy that you want people you know and care about to be served by me.
You could tell them about me, as you would tell them about your favorite restaurant.
You can give them my contact information, and invite them to call me. Or you might do that and tell me about them, so that I might contact them, when they are expecting me to call, because you told them.
If you were helped by our initial conversation, during which I helped you understand the financial details of your transaction, and how it might make sense, then you might think of someone you know and care about who would also be helped by such a conversation – and put us in touch.
You may realize that we are doing a good job at bringing you to your goal at other times during the process, and if you do, then at such times you might think of someone you know and care about, and put us in touch.
After the closing, you might be pleased with how well it all went, and realize that you have another opportunity to think about your friends and family, associates and acquaintances for whom you care, and put us in touch.
You will receive an email from us a few days after the closing of your loan, inviting you to complete a survey of your satisfaction with us. Take a few minutes to complete the simple email survey, and send it back to us. ON THAT SURVEY you will find an area where you can give the name and contact information of folks you would like us to help as we helped you.
Maybe I am able to solve problems for you, but I don’t deliver beyond your expectations. You’ll be satisfied with the product and the process, but not thrilled. You may even do business with me again – but you probably won’t refer others to me.
My goal is to score at the highest level – to make you outrageously happy. When I exceed your expectations with the process, and you are delighted with the product, you’ll be an advocate for me. When I deliver at that level, I find that clients are eager to refer others, because world-class service can be hard to find, these days.