"What Can I Do For You?"

By
Mortgage and Lending with PS Mortgage Lending 305-791-4874 or 888-845-6630 365768

"What Can I Do For You?"

We all know that good customer service is essential to the survival of any business. In the reverse mortgage industry, "what can I do for you?" is one of the most important questions you can ask a potential client.

You need to know a client's personal situation in order to be able to help them accurately. Everything brings something different to the table, everyone is going through something different, everyone hopes for something different in retirement. In short, there are many factors that seperate a present client from a future one.

For this reason alone, the first thing out of your mouth should always be "what can I do for you?"

Most importantly, this allows the consumer to lead the conversation and tell you what they need, ensuring that you know enough of their situation before any business can take place. With a reverse mortgage, this becomes even more important because consumer expectations form an important part of the spectrum.

For example, a client with enough funds to sustain their retirement for the time being but hoping to secure a "rainy day" fund for any future (unexpected expenses) may be better served by a line of credit, which gives them enough freedom to take as much as they want or need depending on the week, month or year.

However, a client that may need to supplement their fixed income monthly may be better suited by a tenure payment (equal monthly payments for as long as the borrower occupies the home) or term payments (equal monthly payments for a specified amount of time).

In short, consumers all bring something to the table and their situation should dictate what you do. Your business approach should be contigent on your client's needs or possible needs in the future. The closer we work with our clients, the more potential for success.

It all starts with one question:"What Can I Do for You?"

Interested in a reverse mortgage or simply want more information? Give PS Financial Services a call at (888) 845-6630 or via email at info@PSReverseMortgage.com.

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Information and content in this blog is original to Phil Stevenson

Please click the "SUBSCRIBE TO MY BLOG" button on the right, and receive more Traditional and Reverse Mortgage information in Florida and other parts of the US & Puerto Rico.

 

Phil Stevenson

PS Financial Services

Owner and Principal Mortgage Originator

Certified Reverse Mortgage Professional (CRMP)

LO #365768

NMLS #968090

Cell: 888.845.6630

Miami Mortgages & Florida Mortgages

Copyright © 2013 by Phil Stevenson & PS Financial Services, LLC

Comments (9)

Jon Kolsky
Kolsky Realty & Management - Long Beach, CA
Licensed California Real Estate Broker

Phil~ awesome post....& you're soooo right, "in order to be worthy at the table; we have to bring something to it... Suggested!

Feb 03, 2014 12:15 AM
Phil Stevenson, CRMP
PS Mortgage Lending 305-791-4874 or 888-845-6630 - Miami, FL
"Mortgage Nerd" in Miami, Florida and Texas

Jon, exactly! We have to be available to listen to our clients and gauge their situation along with them, providing expert and trustworthy information. It's a two way street, we have to travel through it as well.

Feb 03, 2014 03:25 AM
Gary L. Waters Broker Associate, Bucci Realty
Bucci Realty, Inc. - Melbourne, FL
Eighteen Years Experience in Brevard County

An attitude of service is key for all in the service business...and we are a service industry.

Feb 04, 2014 02:43 AM
Jack O'Neal
HomeSmart Elite Group - Gilbert, AZ

Awesome post Phil!  We should never forget to ask what we can do for our clients, no matter what field we are in!  We are here to help them and in return, they give us their business!

Feb 04, 2014 06:58 AM
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Phil- when I was training consultants who worked for me, I would tell them that before you can go into a client's office and tell them that you can help them.. you have to know what it is they want. 

Feb 04, 2014 08:16 AM
Karen Feltman
Cedar Rapids/Iowa City, IA KW Legacy Group - Cedar Rapids, IA
Relocation Specialist in Cedar Rapids, Iowa

In your case, reverse mortgages and the different options vary from person to person.  It is very important to ask what they are wanting to do.  Thank you for recognizing that customer service is the most important part of what you do.  

Feb 04, 2014 08:37 AM
Phil Stevenson, CRMP
PS Mortgage Lending 305-791-4874 or 888-845-6630 - Miami, FL
"Mortgage Nerd" in Miami, Florida and Texas

Gary, I agree! Now that you mentioned attitude, it's important to note a good attitude is a part of good, always.

Jack, that is one crucial aspect many people who give bad customer service forget, we are dependent on our clients because their business keeps us going. How do we earn it? By giving them the best customer service we can give them, not only will they come back for, they will refer future clients to us as well.

Kathy, that's why this question is so crucial. We can do a lot of things but they can all be worthless if we don't know what our specific client wants. If we know that from the get go, everything can go a lot more smoothly.

Karen, no thanks necessary. Good customer service in the service industry should be a given. Nonetheless thank you for your kind words.

Feb 04, 2014 11:11 PM
Donna Foerster
HomeSmart Realty Group - Parker, CO
Metro Denver Real Estate Assistant

Phil~ Simple enough! I'm going to start using that as my opening statement when I'm meeting with a new client!

Feb 19, 2014 07:08 AM
Phil Stevenson, CRMP
PS Mortgage Lending 305-791-4874 or 888-845-6630 - Miami, FL
"Mortgage Nerd" in Miami, Florida and Texas

Donna, it's incredible how a little thing can make such a big difference. We're here for our clients, they deserve the best service, and it all begins with what we can do for them.

Feb 19, 2014 11:25 PM