It does not matter whether you are a mortgage broker or a mortgage lender, customer service can increase or decrease your business. How do you ask? If you are rude to the consumer, misleading or even if they can not speak to a live voice they might take their business elsewhere. No one likes to have to push a thousand buttons before they speak to a live person. On the flip side to this, if you are easy to contact on the telephone, personable and providing a valuable resource to the consumer they will share your information with everyone they know. How you treat a consumer will speak loudly whether good or bad. The difference is and I have done this personally, if I am treated properly and receive quality assistance, I will tell everyone I know. Three tips I would recommend upon initial contact with a consumer are as follows: 1) remain easy to contact whether it is by cell phone or email; 2) listen to their entire situation and provide valuable options for what they are seeking to do and 3) follow-up with consumers and keep them informed about their situation. If you are a broker or a lender who receives a lot of referrals, share with us the number one comment you receive from your clients as to why they chose you.
