Clients need to understand their employment history is a piece of the mortgage application puzzle.
It’s no secret that the home financing process is cyclical. After all, the average homeowner stays in one home for only 13 years. So, if you’ve helped a client purchase a home, who will they call when it comes time to sell, refinance, or purchase another? If you’ve prioritized creating lifelong customers, your number may already be on speed dial.
Here are four of our top tips for creating lasting relationships with clients, so they’ll choose to work with you again and again.
Prioritize the customer experience
Of course, you’ll need to ensure the client experience is top-notch, and a good cup of complimentary coffee just doesn’t cut it anymore. In today’s competitive landscape, you’ll need to go above and beyond.
Include personalized details in outreach materials, and ensure offerings are tailored to the individual. Focus on building relationships with customers, as opposed to simply providing a service. Or, get creative with tech. Gadgets like device chargers, tablets, and smart thermostats can all help ensure your office is comfortable enough to return to again and again.
Always follow up
Consistent communication is key in building and maintaining relationships with lifelong clients. After all, if you fail to stay top-of-mind, consumers will quickly forget about your business and you’ll lose them to a competitor. And, nowadays, the follow up is about so much more than the initial callback.
Consider creating a social media posting schedule, honing your email strategy, or even determining a process for sending branded holiday cards. This way, you’ll build engagement in the long-term and remain the first person former clients will think of the next time they need an MLO.
Ask for feedback
Requesting feedback from previous and current clients can help you hone your strategy. It allows customers to reflect on what exactly they enjoyed about your processes, keeping benefits top of mind, and allows them to share any areas for improvement. You can then take that feedback, implement changes, and ensure an ideal experience next time.
The feedback process also gives clients a voice, so they’ll feel respected through your desire to improve. Any physical representation of their thoughts, like an online review, can serve as a further reminder.
Express gratitude
Of course, one of the easiest and most genuine methods for creating lasting customers is simply showing gratitude. Business is inherently relational, and it’s powerful to acknowledge customers in a humanistic way.
At the end of each transaction, make a point to candidly thank your clients. Consider adding a personal note, perhaps looking back on a humorous situation, or reflecting on a particularly challenging process that resulted in something great. That human touch can help build business relationships that truly stand the test of time.
Creating lifelong customers
Whether you opt for a smart thermostat for your office or handwritten thank you notes, the key to creating lifelong customers lies in prioritizing their wants and needs. By employing just a few of the above practices, you can build a client base of customers for life! Looking for the latest mortgage news, tips, and updates? Sign up for the wemlo Weekly newsletter where the #teamlo provides everything you need to know all in one place!
