One of the thoughts that I always have in mind when I'm about to do a closing is that, this is an opportunity. Seize it. Because the people whom we meet may want our services in the future. Or they may be in a position to refer us to someone else.
With that in mind, I approach each meeting with the client in much the same way that I would a job interview. If this person were to hire me, what qualities is he or she looking for?
Punctuality. The first thing that I want to do is be on time. Borrowers, just like an employer, can be intolerant of people who are late.
Be prepared. One of the things we're advised to do when interviewing for a job is to be prepared. Learn as much as you can about the company. It's the same with the closing. Know the documents. Know where all of the important information can be found. Have important phone numbers handy. In short, rehearse for every possible question the borrower may have, anything that could possibly go wrong, etc.
Instill confidence. The borrower wants to feel that they are in good hands, just as a prospective employer wants to feel that they are hiring the right person for the job. Being on time and prepared are a couple of things that we can do from the start. Also, the way in which we present ourselves. Do we smile and make eye contact with the borrower? Do we speak confidently? How is our body language? Are we dressed appropriately and well groomed? These are just some of the things that we can do to instill confidence.
Efficiency. The loan signing itself is an opportunity to show how efficient we are. Do we make the best use of the time available? Is the flow of documents going smoothly, or are we fumbling and fidgeting? If there is a non-borrowing spouse, have we identified and tagged the documents that he or she needs to sign? These and other things can show the borrower that, if given a task, we will find the most efficient way to get it accomplished.
The conclusion of the signing should have given the impression that, if the client were to do it again, they would want you. If that is the case -- congratulations.
You aced the interview and got the job.
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