When you’re striving to build a successful mortgage business, you’re always on the lookout for ways to improve. Today, I wanted to suggest a specific question that can give loan officers an additional perspective from which to look at their business: What kind of feedback do I want to receive? When you ask clients for their feedback about their experience, what are the comments that make you feel the proudest of your work? What do you hope people write in their public reviews or testimonials? Sure, we all want positive feedback, but that’s quite general. Thinking about the specific things you hope clients get from their experience and working backwards from there is one strategy to improve your overall client experience. Here are a few of the things that are most important to me in the feedback I receive:
Support and Guidance
Making my clients feel supported is a top priority for me. I want their feedback to express that they felt guided through the process by someone they could trust. I want them to feel that I was able to simplify a complex process for them and make it easier to reach their end goal. This is something I emphasize from the get-go with every client. I want them to know I’m in their corner and committed to guiding them through.
I want my clients to be wowed. I don’t want to meet their expectations, I want to exceed them. When someone reports that they feel I’ve gone above and beyond, I know I’ve done my job right. I set clear standards for myself so that I have a foundation to work off of. From there, I ensure that I have an open conversation with clients in the beginning to better understand what they feel they need from me. Then I aim higher.
I want my clients to feel that they’ve worked with someone who knows their stuff. I want them to feel that their questions were answered, that they learned what they needed to know, and that any points of confusion were cleared up. I want to make it easier for them to understand their options and all the different steps involved. I make sure I share what I know with every client and check in regularly to see if they have any questions. I also ensure that I’m patient when explaining a topic or answering a question. I never want my clients to feel rushed or pressured during the process.
When clients leave positive feedback about the communication throughout the process, I’m reminded of just how important this is. I want to be accessible to my clients and I never want them to feel in the dark. While the exact frequency of checkpoints may vary a bit from client to client, I’m committed to regularly providing updates and being available when they need me.
What kind of feedback is most important to you? What are the things you hope clients are getting from their experience? If you’d like to talk more about getting clear on these goals and putting an action plan in place, don’t hesitate to reach out and we can set up a time to talk!
VP – Retail Market Leader