Impressing your clients, every client, is the key to long-term success in the mortgage industry. Leaving clients impressed means that you’ve done an exemplary job; but knowing you’ve done well is only one of many rewards you’ll see from impressing your clients — you’ll see more (and better) testimonials and reviews, and you’ll also see more referrals. This week, I wanted to go over some of the best ways to impress every client. Let’s dive in:
Earn Their Trust
I’ll start with trust because it’s the most important. Your clients have selected you (over every other LO in your market) to represent them in what is likely the biggest financial decision in their lives. They have to trust you if you’re going to have any chance of impressing them. Of course, it takes time to earn trust, but there some things you can do to accelerate that process: 1. spend some time making sure your online brand is an accurate representation of you and how you do business. 2. Make it easy for prospects to find reviews about you. After that, look at every interaction as a new opportunity to build trust and confidence. Let your clients know (through words and actions) that they’re a top priority, and that guiding them to make the best decisions is your primary goal.
Give Them Your Attention
It doesn’t matter how many clients you’re working with at any given time. Each client needs to feel like they’re your only client. They need to know that you care about their success as much as they do. You can prove that you’re committed by asking more questions and having open conversations. You should also be checking in with your clients regularly to update them on the process and let them know if there’s anything you need them to do. More on how to make every client feel like your top priority, here.
Customize Their Experience
I mentioned making every client feel like they’re your only client earlier, and one of the best ways to do that is by personalizing their experience. Don’t let any part of the borrowing process feel impersonal. Pay attention to what your clients need and then tailor the process accordingly.
Show Gratitude
Let your clients know that you value and appreciate them — not just after the closing, but at regular intervals throughout. And post-closing, send a thoughtful note (preferably handwritten and mailed) expressing your best wishes and thanking them. That extra step makes a big difference in getting repeat business and word-of-mouth referrals.
Going above and beyond to impress your clients is what sets the best LOs apart from the rest.
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