Want to increase the number of referrals coming into your business every month?  Then start giving each client, prospect and referral partner more than is expected.  This simple technique of exceeding expectations can do more for your business growth than many other expensive marketing campaigns.  By exceeding expectations, you create raving fans and raving fans love to refer business back.

Here are a few ideas to implement “giving more” into your business:

Start a library in your office and offer prospects that come in their pick of a book.  Have a variety of financial resources that would fit first time homebuyers just getting started and others for more mature clients that are at a stage of creating or preserving wealth.  Giving a gift prior to taking the application will lead to more loyalty and greater lead conversion.

Set, and then exceed expectations.  When you receive a question from a prospect and need to research the answer, give them a time that you will get back with them.  Then, at least 30 minutes prior to when they expect your response, get back in touch with the prospect.  If you don’t have the answer yet, make the call to let them know you are still working on this and again set an expectation of when you will be able to resolve the issue.  This technique also works well with Realtors who often feel originators do not return phone calls.

For Clients
The terms “exceptional customer service” and “under promise and over deliver” have become clichés in our industry and unfortunately, many do not truly work to make sure their system gives each client a WOW experience throughout the loan process.  Take a look at each step from application through funding to find areas that you can improve on the customer service your clients receive.  Simply keeping the client informed at different points through the process is a great place to start if you are not already doing this.

If you are working with a homebuyer, offer a unique gift at application.   This sets the tone for your relationship throughout the process and paves the way for continual referrals.  Tag-a-Room is a company that specializes in moving stickers to help organize moves.  Loan Officers can add their business card to the front of the packaging and co-brand with the Realtor’s card on the back.  This is a very thoughtful gesture for someone getting ready to move.

Closing gifts have always been a great way to say thank you.  I’ve done everything from plants to address stamps to jars of house shaped pasta (no kidding) and pizza delivered while they move.  Many people do not realize that mortgage professionals work on referrals and need to be taught to give referrals.  Closing is an ideal time to express your appreciation and let the client know that you would appreciate their efforts to refer business to you.  The gift will create a memory in their minds that will not be forgotten.  Whatever type of gift you give, remember to label it with your contact information and ask for referrals.

For Realtors
After a closing, ask the buyer for a short testimonial for their Realtor.  Many Realtors do not take the time to gather their own testimonials and will appreciate having this praise.  Send a copy of the testimonial to the agent’s broker with a short letter from you expressing your gratitude in working with their company.  Give the testimonial to the Realtor with a note from you saying “Thanks for helping my business to grow.”  A small plant would be a nice thank you gift with this gesture.

Information marketing is a great way to build and maintain a reputation as an expert.  This is also true for Realtors, yet many do not use this tool.   Offer your informational pieces for the Realtor to use as a marketing tool with their database.  It would be a good idea to ask that your name be included somewhere on the page as a reference.  Helping your agents to build their business will give you loyalty and a steady stream of referrals.

These are just a few ideas to help you exceed expectations in different areas of your business.  Look around and you will find many opportunities to do more than is expected and in turn, more than your competition is doing.  Be creative and watch your reputation will grow along with your business.

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