Clients need to understand their employment history is a piece of the mortgage application puzzle.
Work to scale without losing the heart of your business.
As a mortgage professional, you spend every day helping clients with one of the biggest and most sentimental purchases of their lives.
The path to homeownership can be highly emotional, and still an inextricable part of the American dream. In fact, a whopping 75% of Americans consider homeownership the ultimate achievement, topping graduating college, finding success in a career, and raising a family.
So, it’s no wonder many borrowers might be a bit energy- and time-intensive. Essentially, they hope that you’ll stick by their side (and maybe even hold their hand a little) throughout the process.
And for many mortgage pros, providing help and support for clients is one of the very best parts of the job. But it can no doubt be a challenge to provide that exceptional level of personalized service for every client, especially as your business grows.
So, what can you do? What’s the best route to take when you’re trying to scale your mortgage business?
A great way to scale without losing the heart of your business is to foster a reputation for providing a great customer experience. Here’s how:
Be Available When Others Are Not
You need to have a solid work-life balance — that is highly important and non-negotiable. But you also need to dedicate time and energy to your business, including providing reliable and easily accessible service to your clients.
Most of your clients probably work their own 9-5. That means they’re usually taking care of their paperwork when they aren’t working themselves. Odds are they’ll have a question or two that falls outside of standard business hours.
How can you address this? By answering calls and emails when other mortgage professionals will not. This way, you can prove to your client base that you care about them, their loan, and your job, in-office or not.
Of course, there is a limit, and some safeguarding measures can help. For example, perhaps you hire a virtual VA who can send templatized messages on your behalf over the weekends. Or you could encourage clients to communicate via text, so you can excuse yourself and answer quickly and discreetly.
Experiment to determine your capacity and be careful not to overwork yourself.
Constantly Communicate (With All Parties)
Maintaining consistent communication with all parties involved in any given loan keeps you in the know, which is always a good look. That’s because, when you have this information readily available, you’ll be more prepared to answer any questions that come your way.
As a bonus, knowing this information means you can potentially relay any updates to the client before they even have the chance to call. This could mean clients start pinging you less and less since they trust and believe that you are effectively managing their loan process.
They’ll quickly see you as the knowledgeable, efficient, and capable mortgage professional you are. Talk about making a great impression!
Employ Personalized Automation
Automation can be an important part of the mortgage process, particularly when you’re looking to scale. You shouldn’t let it replace all of the personalized services you provide, but it can offer some truly great support.
To help your business grow exponentially, the key is combining automation tools and real, genuine personal touch.
For example, you can use an automation tool to provide typical updates and alerts to your clients. This process takes a lot of time when done manually, but it requires less personalization and warmth. Those two factors make it a great task to hand off to tech.
Then, you can focus on the genuine, one-on-one connection with your clients. With some time and energy freed up thanks to automation tools, perhaps you could work on a handwritten card or step away for a personal, more in-depth phone call check-in.
Final Thoughts: Offering Personalized Service at Scale
Personalizing service while scaling isn’t always easy, but believe us, it’s worth it!
By taking a few steps to prioritize the client, you can improve outcomes, differentiate yourself, and ultimately win more business. You (and your clients) are sure to benefit!
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