As a business owner, you know the importance of taking good care of your customers because, when they are unhappy, they are unlikely to go back and make another purchase in the future. You would see them, instead, taking their money to your competitors where they feel more valued.
While onboarding new clients is necessary for a small business to grow, keeping the old ones satisfied with your service is even more important. You can rely on your existing clientele to recommend your business to interested consumers and sustain your business when the market has become rife with competition.
Lenders can sometimes have a negative reputation due to the nature of the industry, but it does not have to be that way. You can create a harmonious professional relationship with the people who come to you for home loans.
Every transaction requires a certain level of trust between the business and the consumer.
Trust between lender and client can be achieved at the beginning of the relationship through honesty and understanding. Your client should not be signing any legally-binding document without first knowing what it means and how it will affect their lives.
Do not just assume that everyone knows what you are talking about. When you discuss mortgage, strive to explain what you require from them in a simple but concise way. Help them understand what you expect from them and what they can expect from you.
Most importantly, answer their every question with patience and honesty.
Establish an Open Communication
Do not be a mortgage lender that is hard to reach when the borrower needs something from you but quick to show up when it is time for payment. The one advantage of smaller lending firms to banks and your other, bigger competitors is the promise of personalized customer care.
If you want your clients to think more kindly about, then you need to prioritize customer service right from the beginning and up to the day they have finished repaying the loan. The lender should be present every step of the way, guiding the borrower as they go through the process. Do not let them wait on the phone for hours. Do not let them wait for days before they receive a response to their emails. Be ready to help at all times.
Your business always has room for improvement. Your existing clients know which areas of your current operations would benefit from a few changes.
Asking your customers feedback constantly allows you to realize when you might have made mistakes which enable you to correct them. It also shows humility; that you are willing to admit your shortcomings and grow in the process.
You can gather feedback by encouraging them to post reviews on your website, social media pages, and other platforms online. Sending a survey after a transaction or periodically can help you gauge customer satisfaction.
Your customer feedback will be useful when you are trying to woo new clients, too. You can quote positive reviews on your website and tout how a huge percentage of your current customers are happy with your service.
It is possible to have a good relationship between the lender and the borrower. It will ensure that every transaction in the future will be completed without a hitch.