Mortgage professionals interact with many different people on a daily basis, and they’re expected to be strong communicators. Mortgage branch managers, in particular, need to have great communication skills not only to work with prospects and clients, but also to lead their team of employees to success. For branch managers looking to boost their communication skills and increase their overall performance, there are some actionable tips all managers can benefit from incorporating. Read on for 5 ways to strengthen your communication skills as a branch manager:
One of the most simple yet effective ways to amp up your communication is to personalize it. So much of today’s communication is done online through typed messages. It’s no surprise that a lot is lost in digital communication — the lack of body language, facial expression, and tone can sometimes muddle your meaning. Written messages can easily come across as cold or impersonal, even though it’s not what you intend. Whether communicating with employees, prospects, or clients, personalize your communication to each recipient for better results and stronger connections. Include references to past conversations to show you were actively listening, and make time to arrange in-person meetings to catch any misunderstanding that may have arisen over text or email.
Keep an open line of communication
Consistency is an essential quality of strong communication. Managers should check-in with clients regularly and not allow communication to lag or stall. This means both promptly responding to messages and initiating check-ins. Aim for clean and straightforward communication, and set up meetings to address necessary issues. Make sure clients and employees know how to reach you, and let them know they’re welcome to. By making it easy for others to communicate with you, you’ll be better able to stay on top of what is going on and to address any issues before they become larger problems.
Seek honest feedback
Just as you give your team feedback to help them grow and excel, receiving feedback can strengthen your managerial skills. Not all team members will feel comfortable enough to give you feedback unbidden so, make sure you ask for it. Create the kind of branch culture where employees know you’re open for feedback. You can even conduct employee-engagement surveys to maximize engagement. Giving and seeking feedback extends to your clients as well. Check in to make sure they’re happy along the way and soon after the closing to ensure that your customer experience is top notch. By emphasizing honest feedback, you’ll encourage more open conversations that will help you to lead better and to deliver superior service.
Break things down
A significant portion of a branch manager’s communication revolves around explaining. With clients, especially first-time home-buyers, you’ll earn their trust by making the mortgage process clear and understandable. Make sure information is digestible for clients without being condescending. With employees, training and guidance is a key part of your relationship. If you expect them to grow and improve, you must give them the information and tools needed to succeed. By explaining things in a way employees can understand, you make it easier for them to excel.
Expressing other people’s importance is an important skill for branch managers. Lack of recognition is a major reason employees tend to leave their jobs so, managers should ensure they’re applauding good work. Don’t overlook the achievements or progress of your team members. By expressing appreciation, your team will feel more valued and invested. Though in a different way, expressing appreciation in communication with clients is also important. Let clients know how much you value their business and their choosing to work with you. This expression of gratitude can lead to greater client satisfaction and future referrals.
Branch managers must be strong communicators if they want to excel with clients and with their teams. Making digital communications more personal, being easily reached, asking for feedback, offering guidance, and expressing appreciation are all strategies to take your communication skills to the next level. The better you’re able to communicate with clients and employees, the stronger your branch will be as a whole.