Providing Consistent Client Care with a 67 Point Checklist

For several years, my team has adherred to a 67 point checklist for the care of our clients.  We began developing this list as a way to establish consistency throughout all six of my branch locations in central and North Louisiana, as well as a branch in Florida.  The checklist detailed every action to be taken by every member of the team from the moment the client calls or walks into our office through closing of the loan, and followed by a client for life marketing program. 

This checklist took me over six months to develop and it still remains a work in progress!  As team members take on new responsibilities, combine or separate job duties, and the mortgage industry begins requiring additional steps, the list has changed and evolved over these past years.  But this checklist has been invaluble to our success as a team to ensure that every client is handled in the same manner no matter the team member you are speaking with. 

Our client care begins at the first contact with the client when a licensed loan assistant handles gathering the upfront information and documentation necessary to prequalify the client.  From the delivering of a prequalification letter to our client and/or real estate agent, to the entry of the client into our database, or delivery of the appraisal when received, every team member knows when, how and to whom the baton is passed.

If you watched the relay races in the 2012 Olympic games, then you know that passing the baton is one of crucial times in the race.  In fact, after the U. S. Women won the the 400 meter relay, the Courier Journal reported that the U.S. women, who last won the event in 1996, had problems staying in the exchange zone and holding onto the baton at the 2004 and 2008 Olympics. This year they were perfect. They had been fine-tuning handoffs with relay coach Jon Drummond.  And that is what my team does - fine-tune their handoffs. 

Our 67 Point Client Care List keeps the team moving forward and focused on passing the baton to the next team mate.  No one has to wonder "how do we handle this?" when it is covered in the checklist.  Once the contract is received, the checklist directs the team on each step to take and what team member is to handle.

But what about those clients who are not immediately purchasing a home for various reasons?  Credit challenged clients?   The checklist covers it.  The clients are immediately sent a CD and booklet on credit scoring and placed into an e-mail campaign which regularly counsels the client on ways to improve their score.

Client not purchasing for several weeks?  The checklist covers it.  A handwritten note card goes out to the client thanking them for the opportunity to served them, and their information is placed into a data base for prospetive homebuyers.

Much like the 400 meter relay in the 2012 Olympic games, it is all about the fine-tuning the "handoffs" follwing the client care list  which will lead to a the building of a true Olympic Team!