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Handling Stressful Transactions!
Purchasing a home is stressful. If you stay calm through the process and keep everyone else calm, you will be seen as the expert you are.
It is not whether you will have problems come up, it is when. And you need to learn how to handle upset customers. There are too many hands in the pie on any mortgage loan for everything to always go perfectly. Observing a few simple tips will help you close the loans and still get referrals. In fact, loans in which something went wrong and I had to keep everyone calm have actually yielded me the most referrals.
My strategy is to not hide the truth from them. This works for owners or managers when a loan officer drops the ball. Often, customers are irritated because things went wrong on the loan, and the loan officer was scared to tell them. Communicate weekly with your clients in process and be truthful, and you rarely will receive an agitated call from a cutomer. For example, if the lender denied their loans, let your clients know you have a back-up lender to try.
Should distressed customers call, try this simple three-part strategy to diffuse the situation:
Let them vent. When these ... more
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