It has always been my contention that when we served our clients we always owed our absolute fidelity, plus we must always strive to give better service than they could get
from anyone else. I still believe these things and now offer some methods to achieve these goals.

My first sales manager taught me that no matter what was needed to get a loan to closing; it was my personal responsibility to see that every single document was delivered, by me, by hand, when permitted. So, being a good student, studying successful people, it became my habit to coddle my clients and offer to be their personal messenger when needed. My clients were and are my life blood, the well-source of continued business. Your last satisfied client is the first one who will always be the best source of continued business.

When you have the opportunity to meet with your client personally, take a complete and accurate, mortgage application. If they forget, or don't bring to the application the proper information, offer to pick up any missing documentation. When the loan is in process, offer to pick up the appraisal, the credit report, the survey, or the title report. Do whatever is necessary to get the loan approved. When the commitment is issued, call your client, their attorney and their real estate agent or whomever was your source of the application. When you call the client, ask when it will be convenient to meet with them to go over the commitment. It is your responsibility to help the client understand what the commitment says and will happen next. Then you must explain what will happen at the closing.

Remember, you are the most professional person in the chain of people that is involved in this transaction. When you are explaining the commitment, you should then go over the closing costs. (I have a form you can use if you need it, just fax me a request.)

Then the coup-de-grace; let your client know that you will go to the Closing. While I was meeting with a new client last week, the subject of attending the closing came up during a conversation with them at the office of their attorney. This attorney handles real estate matters as his primary business, so he is familiar with the mortgage industry as it relates to the public. He asserted that he has never seen a loan officer, ever, at one of his closings. Although I was hard pressed to accept that statement, he found out with me that it is my practice. Why would I leave it up to someone else to represent me?

Why don't most loan officers attend closings? Is it because they didn't prepare properly? Is it because they're afraid? Is it because their clients weren't properly explained the process? Is it because we don't care? Is it because most sales managers believe it is wasted time?

There is always more than one reason anything happens. You must search yourself to find out why, but after you discuss this at your next sales meeting try for a month to attend every closing possible.

Countless numbers of successful loan officers will tell you that one of the most productive aspects of their business day is when they go to a closing. They often look at this as the time to take a bow. This is when they get congratulated.

Many companies will tell you that attendance at the closing is a non-productive, waste
of good farming time. The most successful will tell you the loan officer who takes the time to stop at a closing is one who is in control. This is a loan officer who is not afraid. This is a salesperson who has properly serviced their client all the way to the closing - a complete salesperson.

While these examples relate directly to the mortgage industry, these principals are helpful for anyone in the business of sales. You'll find you have more repeat customers and generate more referral business by offering a higher level of service and truly being the COMPLETE SALESPERSON. Your clients will know they can trust you to see them through the process every step of the way.

Remember to:

    * Know your products and services thoroughly.
    * Be available to personally help your client through every step of the sales process.
    * Stick with the sale until the transaction is complete and your client is satisfied.

Your responsibility does not end when you get a commitment. It extends to the time the transaction is completed. You have to go the extra mile, psychologically support your client to the last moment. You'll find yourself doing a better overall job because of it!
Do it don't just think about it!

Comments

Add New

Write comment
Name:
Email:
Website:
Title:

Powered by !JoomlaComment 3.26

3.26 Copyright (C) 2008 Compojoom.com / Copyright (C) 2007 Alain Georgette / Copyright (C) 2006 Frantisek Hliva. All rights reserved."