Providing Consistent Client Care with a 67 Point Checklist

By
Mortgage and Lending with Fairway Independent Mortgage Corp Louisiana NMLS#2289 Equal Housing Lender NMLS 69996

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!

 

 

 

 

 

 

 

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Louise Thaxton VA Military Suits in Boots 

Louise G. Thaxton NMLS #69996, VA Home Loan Expert

#14 in Nation for VA Loans (Scotsman Guide)

Fairway Independent Mortgage Corp NMLS #2289

Phone: 866-960-9115  Email: lgthaxton@fairwaymc.com

www.MilitaryMortgages.org 

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Re-Blogged 1 time:

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  1. Bob Crane 08/14/2012 06:51 AM
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Rainmaker
1,143,971
David Shamansky
US Mortgages - David Shamansky - Highlands Ranch, CO
Creative, Aggressive & 560 FICO - OK, Colorado Mtg

Thats a good plan to have to track and stay opn top of your leads and pipeline better. Share with friends??? (lol)

 

Peace

Aug 13, 2012 03:20 PM #1
Ambassador
1,894,119
Cindy Jones
Integrity Real Estate Group - Woodbridge, VA
Pentagon, Fort Belvoir & Quantico Real Estate News

That's quite a checklist but I'm sure it puts your team above the rest!

Aug 13, 2012 09:25 PM #2
Ambassador
2,065,045
Fernando Herboso - Broker for Maxus Realty Group
Maxus Realty Group - Broker 301-246-0001 - Gaithersburg, MD
301-246-0001 Serving Maryland, DC and Northern VA

I would hate to be your competitor. . you raise the bar so high Louise.

Aug 13, 2012 11:56 PM #3
Rainer
162,539
Louise Thaxton NMLS 69996
Fairway Independent Mortgage Corp Louisiana NMLS#2289 Equal Housing Lender - Leesville, LA
Military Mtg Specialist - 866-960-9115 VA FHA USDA

David - you are a HOOT!  And I would be happy to share with you!

Aug 14, 2012 01:39 AM #4
Rainer
162,539
Louise Thaxton NMLS 69996
Fairway Independent Mortgage Corp Louisiana NMLS#2289 Equal Housing Lender - Leesville, LA
Military Mtg Specialist - 866-960-9115 VA FHA USDA

Cindy - that was the plan - to take our team to the top and set us apart!  Thanks for your comment!

Aug 14, 2012 01:40 AM #5
Rainer
162,539
Louise Thaxton NMLS 69996
Fairway Independent Mortgage Corp Louisiana NMLS#2289 Equal Housing Lender - Leesville, LA
Military Mtg Specialist - 866-960-9115 VA FHA USDA

Fernando - Love your comments!  I always laugh outloud!  And I hope my competition is saying the same thing!

Aug 14, 2012 01:41 AM #6
Rainmaker
1,267,665
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

Louise:  Amazing idea you have implemented with your team on your clients' behalf.  I applaud your actions!  I'm thinking this is not only helpful to your clients and your team members, but definitely could be useful as a training tool.  And I've got to say it doesn't surprise me one bit that there are 67 (and growing) items on your checklist either.  67!  Mind boggling, isn't it??  No doubt about it  .. your clients are in good hands ... and caring hands when working with you ...

Gene

Aug 14, 2012 05:36 AM #7
Rainmaker
1,267,665
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

And btw, Louise ... if you're sharing .... Me too!  Me Too!!

Gene

Aug 14, 2012 05:37 AM #8
Ambassador
4,646,574
Bob Crane
Woodland Management Service / Woodland Real Estate, Keller Williams Fox Cities - Stevens Point, WI
Forestland Experts! 715-204-9671

This is great Louise!

 

worth a reblog!

Aug 14, 2012 06:48 AM #9
Rainmaker
2,558,063
Rebecca Gaujot, Realtor®
Vision Quest Realty - Lewisburg, WV
Lewisburg WV, the go to agent for all real estate

A large checklist and continues to grow...but your clients are in good hands that's for sure.

Aug 20, 2012 07:40 AM #10
Rainer
162,539
Louise Thaxton NMLS 69996
Fairway Independent Mortgage Corp Louisiana NMLS#2289 Equal Housing Lender - Leesville, LA
Military Mtg Specialist - 866-960-9115 VA FHA USDA

Thanks, Rebecca - that checklist has been a PROCESS!

Aug 20, 2012 11:06 AM #11
Rainmaker
2,482,627
Charles Stallions
Charles Stallions Real Estate Services - Pensacola, FL
800-309-3414 - Pensacola, Pace or Gulf Breeze, Fl.

Mine is 27 what would it take to see yours. It has got to be one heck of a list.

May 14, 2013 07:00 AM #12
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Rainer
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Louise Thaxton NMLS 69996

Military Mtg Specialist - 866-960-9115 VA FHA USDA
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