When you meet a new customer, be more than a business partner. Be a Mortgage Concierge, dedicated to ensuring they have a 5-star experience with your company. By putting in the extra effort to personally cater to each client, you will create lifelong “raving fans” that become an incredible source of business.
So what can you do to create these “raving fans?” Develop a Concierge Checklist. By adding simple touches to each customer’s experience, you will make them feel like they are more than just another applicant. Try these three steps:
- Make a great first impression. When clients come into the office, have a personalized welcome sign waiting as soon as they walk in the door. If they have to sit in the lobby for a few minutes before you are ready to start the meeting, make sure you or your assistant walks over to them and greets them by name. Then have beverages and snacks while they wait.
- Get to know them personally. Before they arrive in the office, ask your customer to complete a personal questionnaire. Have them give some details about themselves, like family information, pets’ names, hobbies, and social media links. Social media is another great way to learn about your clients. If they list their alma mater, for example, you might be able to connect with them over a family member or friend who attended the same school.
- Let them get to know you. Provide your customers with a “Who is your Loan Officer” one-sheeter that contains pictures of your family and interesting facts about you. Be sure to include more than your business history. Let them know what you are passionate about when you’re not at work.
If you want more strategies for “wowing” your customers and creating “raving fans,” sign up for ELITE, XINNIX’s program that empowers top loan officers to accelerate their success with proven key strategies of high performers.