Welcome back to Lending Leadership: The Mortgage Pros.
In this episode, we’re looking at the fundamentals of effective communication with clients and referral partners, and its pivotal role in triumphing over the challenges of mortgage origination. Effective communication is more than just an exchange of information; it’s about building trust, fostering strong relationships, and setting clear expectations from the outset.
Today, Robert Fillyaw, Tom Mills, and Dave Holland team up to bring you insightful strategies, personal anecdotes, and practical advice on ensuring communication is both clear and effective. We kick off the episode by discussing the importance of honest communication with clients and referral partners. Dave Holland emphasizes the non-negotiables of truthfulness and setting clear expectations, while Tom Mills elaborates on the critical role good communication plays in minimizing complaints and bolstering business growth.
Our hosts also touch on difficult conversations, offering tactics for communicating bad news while maintaining professionalism and trust. They explore both proactive and reactive strategies to manage client relationships effectively. And finally, we circle back to the core foundational practices for delivering an unparalleled client experience.
5 Key Takeaways:
Fundamentals of Effective Communication:
Honesty is Paramount: Always be truthful. Transparency fosters trust and avoids complications later. As Dave Holland puts it, “It’s never the crime. It’s the cover-up.”
Set Clear Expectations: Clearly outline what clients can expect in terms of timeline, documentation requirements, and potential outcomes. This forethought prevents future misunderstandings and stress.
Importance of Early and Consistent Communication:
Building Trust: Regular communication with clients about the process and requirements not only alleviates stress but also solidifies your position as a consummate professional.
Services as a Sales Tool: Tom Mills highlights how excellent communication differentiates a good loan officer from the mediocre ones. It can be a significant sales tool, creating opportunities and eliminating frequent complaints.
Handling Difficult Conversations:
Tough Calls Protocol: Approach difficult conversations with honesty, empathy, and solutions. Techniques like using Sly Dial can offer clients a moment to process before responding.
Ownership and Accountability: Whether it’s your mistake or a team member’s, taking ownership of the issue fosters trust and respect from clients. Shift the focus from blame to resolution, thereby maintaining professionalism and rapport.
Proactive Consultation Practices:
Initial Consultations: Spending 30-45 minutes in a detailed consultation with clients at the outset sets the stage for smooth loan processing. It’s an invaluable practice for setting clear expectations and understanding the client’s needs thoroughly.
Verifying Information: Personally verifying critical details, such as social security numbers and employment information, can prevent future hassles and showcases diligence and care in handling the client’s application.
Common Pitfalls to Avoid:
Blame Games: Never blame other team members or departments for issues. Clients appreciate when you stand firm and take responsibility.
Lack of Availability: Not answering your phone can lose clients. Immediate responsiveness-a fundamental yet sometimes overlooked aspect-can significantly impact your conversion rates.
We hope you found these insights as valuable as we did during our discussion. If you enjoyed this episode, please hit the like button, subscribe, and leave us a five-star review. Tune in next time for more expert advice and industry insights on Lending Leadership: The Mortgage Pros.
Robert, Tom, and Dave
Timestamps:
00:00 Effective communication is crucial in real estate, as it prevents complaints and differentiates professionals.
04:12 Clear communication and setting expectations build trust, reassure clients, and demonstrate professionalism.
09:48 Seeking best practices for delivering bad news professionally and maintaining client trust.
13:00 Building trust with customers takes time, involves clear communication, and consistently exceeding expectations.
14:24 Discussing communication techniques, emphasizing trust, empathy, and minimizing jargon to improve client interactions.
18:50 Understand each customer by asking questions and addressing their concerns to solve, not sell. Foster honest communication to effectively assist them.
20:44 Conduct thorough initial consultations with clients to prevent future issues.
25:18 Setting expectations is easier for high achievers like Dave Brunello, impacting sales reactions.