An agent or broker like yourself is the bridge between a client and a lender. That is both a rewarding and time-consuming position to be in whether you’re using your customer service skills or tackling your administrative tasks.
As a lender, we understand that you are sometimes swamped. Here are some tips we’ve learned along the way to nurture client relationships and stay top of mind, with the goal of always being your client’s first call!
“The most important single thing is to focus obsessively on the customer. Our goal is to be earth’s most customer-centric company.” – Jeff Bezos
Keep in touch in creative ways like following and engaging with your clients on social media. Post relevant topics to spark discussions on your social media! Have a TikTok account yet? It’s a top social media trend in 2022. Click the links below for current trends and best practices.
Lend an ear
People need to tell their story and love an active listener. Active listening is a crucial part of building relationships and is rare in the hustle and bustle of our busy society. Let your client tell their story and take lots of notes!
Chat with your clients so you’re always finding opportunities to better yourself and keep their business. If you’ve lost some clients, simply ask why
Follow up strategies to stay top of mind
Review your files from the past year or two. Check your calendar for files that may be renewing and reach out to those clients to help them make their next move.
Deals that didn’t close
Understand why your deal didn’t close so you can grow professionally. Reach out to the lender’s BDM and ask them why your deal wasn’t processed so you know what to look out for next time. Understanding what makes the lender unique is key.
Remain diligent! Continuous communication with the client and the lender is vital to the success of future deals.
Talk to your clients about exit strategies. As your deal is being processed with the lender, it’s important for your clients to know their options for the medium to long term. Do a pulse check with them: Is your client happy? How do they feel? Are they nervous?
Follow up with your clients after funding is completed. This is a great way to find out what went well, as well as, an opportunity to address any outstanding concerns. Send them a housewarming gift! This can help you grow the relationship. It also creates an opening to ask for a recommendation!