Have you ever been given a client and then hear from your referral partner that they complained about your service or lack of response? As a loan officer, I work with several agents who generate most of their business from their web sites. Obviously, Internet "leads" require instant follow up and a significant amount of relationship building before they can be considered real clients. I hate even using the term leads because it has a negative non-personal tone, however, lets call it what it is for the sake of this blog post. So, when my agents get a call from a lead complaining that they haven't heard back from me or that I'm not able to provide them with the program they may be searching for, it makes me look bad.... Or does it? Maintaining a relationship with a referral partner is a full-time job. My agents and I are all aware of each others business and client communication systems. So, when a lead complains about not receiving a phone call or something else, we all know that they are pretty much making up excuses for not wanting to go through the home buying process with us. At that point, we can re-examine what needs we should focus on satisfying in order to turn the lead into a loyal client. On the flip side, when a loyal client complains, we know that there is an issue which should immediately be addressed. Regardless of the truth, the client's perception is the only thing that matters. Maybe not returning a call after 8 pm constitutes "lack of service" in their eyes. Who knows? Either way, we can focus on fixing the problem instead of spending our time trying to defend ourselves. It really doesn't matter who's side of the story is correct. Our clients see it that way, so we should too. To the point: If you trust your referral partner, there shouldn't be any reason to have multiple discussions about your integrity. I know my agents work hard, and they are confident that I'm doing my best to make them look good as well. Question: When your clients complain, who do your referral partners believe?
Just read a great article on MadMortgageWorld.com titled "Open Letter to the Mortgage Industry" Daniel Martin wrote a passionate message about how information needs to be free, and the mortgage professionals who participate by sharing their online voice will be the new leaders of our industry. I agree with most of Daniel's message. However, what about the industry professionals who aren't in the social media loop, will they be left behind as well? Will the mega mortgage seminars disappear or evolve to include a new breed of influential Internet voices? We openly promote blogging and social networking within AR and other networking communities because most of us are confident that only a small percentage of our industry will actually adapt to the new rules of mortgage sales and marketing. Also, the education through conversation is exciting and it feels good to enable each other's success by sharing valuable information about our personal Internet marketing strategies. I'm just wondering what will happen to the other 97% of industry professionals who choose not to participate. The leaders, speakers, vendors... they absolutely have to create a dominant Internet presence. But there will still be some top producing loan officers and real estate agents succesfully using the same proven systems that they learned from the old school innovators. Probably just a rhetorical question, but what would happen if everyone was a master real estate or mortgage blogger?
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