Top 3 Communication Tips To Make The Mortgage Process EasierEffective brokers and loan officers value every client, but sometimes they need a few helpful strategies to enhance their communication skills. Why is communication so important? Because clients want to be valued as a customer, kept in the loop and empowered – and there’s also that important trust factor. They want to know that you’re there for them every step of the way.
The best way to help your clients feel more comfortable and confident is by creating an amazing home buying experience. We’ve gathered the top communication tips from some of our QLMS Account Executives so you can create a great mortgage process and keep the lines of communication going strong.
1. Seek Independence For Your ClientsThe sign of a great mortgage process is when the client feels empowered to make their own choices. It’s important that you use the effective tools that QLMS provides – like a knowledge base, mortgage calculators and due date calendars – to give your clients more autonomy. Make sure you follow up to ensure your clients are feeling comfortable, but also keep in mind that too many exchanges can mean a lack of clarity on your part. “You want all your clients at a point where they can find common answers on their own,” says Aussy Manuhu, QLMS Regional Account Executive. “There’s no way to grow your business without doing that. That’s why we have a GURU for our partners!”
2. “I” Instead Of “We,” And “It” Instead Of “You”Owning up to your mistakes and working to fix them is always better than spreading blame around. You may think placing blame on yourself makes you look bad, but it can actually turn a mistake into a sign of integrity. Don’t underestimate the intelligence of your clients, because they can tell when you’re skirting around an issue. However, the “owning up to your mistakes” rule doesn’t apply to your clients. Remember that tried and true motto, “The client is always right”?
“If I mess up, then I always admit to it quickly rather than be vague,” says Tem Schimley, QLMS Regional Account Executive. “But if the client messes up, I say, ‘It happens,’ instead of, ‘It’s your fault.’ Then we focus on solutions!”
3. Help Clients Actively, But Sell PassivelyClients are interested in the essential details of the home buying process and how those details will directly impact them. They’re not as interested in any extra nuances or offers. Focus on their end goal to avoid getting caught in the weeds. “Sometimes clients just want to know about signing critical documents, what they owe and when the closing is confirmed,” says Alex Maynard, Account Manager from Amrock Inc. “They want to know how to solve holdups instead of adding new variables.” Try placing an upsell in your email signature or on your website instead of mentioning it during a conversation. If the offer is relevant to your client, they will bring it up to you.
Honest and ongoing communication will keep your clients in the know and give them confidence from introduction to closing. They’ll consider you a trusted expert and, hopefully, refer you to their friends and family when they’re ready to purchase or refinance. Do you have any proven communication strategies that you use daily? Give us the details so we can help other QLMS partners. Communication is key!