If at first you don’t succeed…try something different. Doing the same thing over and over again leads to a repetitive cycle of defeat. Your business is based on results, driven by improving your referrals, guiding borrowers through difficult and exciting times in their lives, and maintaining a great experience through it all. Often times the reason we fail is because we don’t recognize opportunities to improve or change. What can you do differently today, to ensure your success for tomorrow?
There are numerous ways to improve the experience, helping both yourself and your clients. One of the easiest initial steps is to eliminate over usage of email. It’s been said that email started dying almost as soon as it was invented, but we know that’s not exactly true. In most cases, 25-34 year old love the convenience of email, but that doesn’t mean you need to be burdened by the constant barrage of emails you receive each day. Change is good, and will create a more solid relationship with your customers.
Emails are not secure. We’ve all seen it pop up in news, Outlook, Gmail, Yahoo and the like being hacked. If your customer is sending you important tax information, their W2’s or pay stubs advise them not to. They’re risking their financial security, and the relationship you’ve built with them if something unfortunate occurs. Secure file sharing is an excellent resource, and something that should be used if your client is incapable of delivering these documents in person.
You can often face miscommunication when emails become long and bogged down with pleasantries, as often times your customer will be asking something specific and be met with confused email threads. If there’s even the remote possibility of confusion sensed in a thread, it’s best to contact the borrower and request a time to call. You will be answering similar questions over and over again, but to eliminate the confusion and build a better rapport with your customer a phone call is necessary.
There are always ways to improve, and while email is great in the beginning, moving on to a more formal face to face conversation as soon as possible is beneficial. Your clients will appreciate the lack of miscommunication. Create a better bond, and leave no room for doubt by answering that email with a phone call.