Simple Tips for Creating Lifelong Customers
For many professionals, customer retention and satisfaction are important benchmarks of success, and the mortgage industry is no different. Ensuring customers walk away feeling overwhelmingly positive, especially during one of the largest financial commitments they will ever take on, is a critical step in creating customers for life.
As lenders strive to offer borrowers the most seamless, straightforward process possible, technology has inevitably found itself at the heart of the mortgage process. Even though customers rely on tech-driven convenience and speed, it can be easy to lose the personal connection that so many borrowers have grown accustomed to. The #teamlo knows that borrowers depend on their home loan heroes throughout their mortgage journey – check out our favorite tips to humanize the loan process and deliver a superior customer experience.
Keep Lines of Communication Open
Because you’re the mortgage expert and understand the ins and outs of the homebuying process, borrowers are going to rely on your expertise. In fact, a recent Freddie Mac survey showed that 65% of Gen Z respondents are not confident in their knowledge of the mortgage process and that 41% of Gen Z respondents would consult with a bank or mortgage lender to learn more. So, whether you prefer calls, texts, or emails, make sure borrowers know that their one-stop mortgage resource is just a moment away and is available for any questions.
Connect Emotionally
Ahh, the highs and lows of purchasing a home. From the happiness to the stress to the excitement, buyers typically are all over the emotional map as they navigate their homeownership journey. As their guide, you can help empower customers by actively listening and asking thoughtful questions to ensure they feel confident in their decision.
Set The Stage for Repeated Successes
While it’s easy to move onto the next loan after you’ve gotten the Clear to Close notice, it’s important to remember a positive experience from application to closing can create customers (and referrals) for life. So, after the borrower is settled into their new home, going the extra mile and sending a welcome home note is a simple way to ensure they remember their mortgage experience fondly and leave the metaphoric door open for future transactions.
Hopefully these ideas are just a starting point for making meaningful borrower relationships a habit. If you’re looking for the latest mortgage news, tips, and updates, sign up for the wemlo Weekly where the #teamlo provides everything you need to know all in one place!
