I grabbed lunch with a Realtor/Broker owner today and was astounded with her comment. She said that almost all of her relationships with lenders and loan officers went south at the year to year and a half mark. I couldn't help but smirk. She said they all start off strong and gung ho ready to take on the world. They are closing tough deals and returning phone calls. They are providing the infamous "FREE" posters and flyers. Then after about 1 year the calls and complaints start coming from her clients..."What are my closings costs going to be?" ask her clients. "I don't know...check with your mortgage guy." "I've left 5 messages so far with no returned call." That is not what you want to hear when you have trusted your precious buyer to your referred lender and they aren't taking care of your client the way you do. Is consistency that difficult in our industry? You are not going to believe this, but here are some simple rules to providing extraordinary service that will wow your referral sources:
1. Pick up your phone, return your texts, return your emails, and return your messages. Even if you can't talk right then let them know with the handy iPhone auto message that you can't talk and will call them back.
2. Try (just a little effort goes a long way)
3. Repeat the above steps every day.
My Mortgage Friends, the bar is low. Let’s shine with the simplicity of a returned phone call. It means more than the FREE flyer...believe me.
Image courtesy of stockimages FreeDigitalPhotos.net
Mike Rankin, NMLS #423279
Right Trac Financial Group, Inc. NMLS #2709
110 Main St.
Manchester, Ct. 06042
Office: 860 647-7701 x116 Cell: 518-380-4726
Email: mike@righttracfg.com
www.righttracfg.com
Mike Rankin does not guarantee nor is in any way responsible for the accuracy of the information provided herein, and provides said information without warranties of any kind, either expressed or implied.
Equal Housing Statement: We are pledged to the letter and spirit of U.S. policy for the achievement of equal housing opportunity throughout the Nation. We encourage and support an affirmative advertising and marketing program in which there are no barriers to obtaining housing because of race, color, religion, sex, handicap, familial status, or national origin.
Comments(2)