Client relationships are the foundation of a strong mortgage business and if your goal is to continue building your business, you have to invest in creating real relationships (More on the importance of building relationships, here). Just like with any relationship, communication is crucial — it allows you to connect with, understand, and establish trust with your clients. If you make communication a priority, you’ll be in a position to deliver the best possible client experience. Here are a few ideas for loan officers to improve their communication skills and build stronger relationships:
Which Medium Should You Use?
The options for communicating these days are overwhelming, from emails to texts to phone calls to Zoom calls to in-app messengers — you get the idea. But not every option is the best option for every instance. You can’t be complacent when choosing which medium to use. Take it on a case-by-case basis. Some messages are perfectly fine for text or email, while others should be delivered face-to-face. Choosing the correct medium to communicate through also works to set a precedent with your clients by showing them how you’d like them to communicate with you as well.
Ask More Questions
This is really the key to high-quality client communication. Of course, we need to be clear and articulate ourselves, but we can’t overlook the value of active listening. When we ask questions, we help our clients feel comfortable sharing questions, concerns, or any confusion that they might have. This is a great way to avoid misunderstanding and anxiety (for both parties) throughout the borrowing process. It also helps you deliver a higher-quality service to your clients because you’re getting to know them better. Asking questions demonstrates to your clients that you value them.
Be Consistent
While you’ve been through the mortgage process many times, in many cases it’s the first time for your clients. One of the best ways to support strong, open conversation is to make sure that that communication is consistent. Originators will often wait for something to report before reaching out to their clients, even if that news is delayed or taking longer than expected. Check-in with your clients regularly, even if it’s just to let them know things are moving along and they can expect a fuller update from you soon. This shows dedication and consideration on your part, and also gives your clients a convenient opening if they have any new questions since your last meeting.
Be Clear About What You Need
When you let your clients know how and when are best for contacting you, you make them feel more comfortable reaching out. Communication requires two participants, and you want your clients to feel like they can contact you when they need to. With that said, you also have to maintain a firm work-life balance. Being upfront with your clients about the best ways to contact you and the times that you’re available can clear up any confusion and give them the confidence to communicate when they need to.
We build relationships through communicating — and investing some time and effort into strengthening your communication skills will go a long way toward building stronger relationships.
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