Category Archives: Mortgage Business Tips

Achieving the “Know-Like-Trust” Factor with Your Prospects

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knowliketrustfactorNobody will refute that a lot of blood, sweat and tears goes into gaining leads from Realtors, past customers, your website, Zillow and other lead-generating sites.

At first, each lead is treated like a sudden jackpot and you pour plenty of excited energy into each one and this produces results. Then you get busy. Then you get choosy. Then you even get a little bit annoyed at those, “not-so-hot” leads…the ones with overly complicated financial scenarios, the ones you called once or twice and never heard back from, the ones you pre-qual who go totally M.I.A. These leads just hurt your brain and so you conveniently leave their contact info and some scribbled notes in a drawer or folder some place and they never hear or see your name again.

The key nowadays to converting more leads is to stay connected and to stay social. And, even if that lead never becomes ready to buy or refinance for whatever reasons, drawing these leads closer to you out of the gates will gain their referrals to their very-ready friends, family and co-workers and why will they do that?… because they will feel like they know, like and trust you.

P.S. you cannot achieve the, “know, like and trust you factor” just with an email drip campaign.

Here are three tools to easily stay connected and social (And, RELEVANT, by the way) with every lead you gain:

Let’s say all you’ve got is a cell number and a name, you can always take that info and upload it to SlyBroadcast.com, which is a great time savings tool, and then send out pre-recorded messages to that entire group of long lost leads so they can hear your voice. A quick tip about leaving messages and using SlyBroadcast type messaging-Always keep your messages brief, very upbeat and speak like you’re already well-acquainted. Again, you want to bridge that, “know, like and trust factor.”

Always immediately look for your leads on LinkedIn and Facebook and connect there so you become familiar to them on a regular basis through your own postings. Again, this draws them closer to you on a more personal and social level, helps to build-up the trust factor and creates no extra work for you.

Lastly, rather than emailing, try mass texting tools like Mighty Text for Androids (there are apps for iPhone, too!) where you can send one general message out to an entire group from your smartphone. The message will look like an individual, personal text to your receivers. Texting is an immediate communication avenue, much more so than email and absolutely will gain more response.

Voice broadcast tools like, SlyBroadcast.com, connecting via social media avenues and utilizing mass texting services are all superior time-savings tools to bringing the leads you’ve worked so hard to get, closer to you (with much less effort/time) and will absolutely increase referrals, as well as your lead to close conversion ratio.

2021-What’s Your Vision of How your Business Thrives?

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bizvision2021Nothing is more critical to your success than having a vision in mind of what that success looks like and feels like. Without a vision, you will find yourself looped in reactive behaviors, projects that start and stop, and frequent feelings of being unmotivated and disconnected. Incorporating a vision statement with your business plan or goal list that you revisit and read on a monthly basis will give you the fuel you need when challenges or set-backs arise. PLUS, it is always a thrill at the end of the year, to see just how much of your vision statement came to life. I love to hear the astonishment in my clients’ voices when they share the victories that sprang from the pages of their annual vision statements.

Paint a picture for yourself. Put yourself in the future, at the end of 2021 and visualize that you are celebrating all that you have accomplished. Describe what it’s like to be in your shoes today. Use present tense as if you have already achieved the goals and are living “the vision.”

Answer the questions below by starting with those to which you have an immediate, positive reaction. Go back and string your answers together and develop a cohesive story line.

  1. Where and how did I give my customers that unforgettable “power moment?” Meaning, what did I do during or after the transaction that I know made me even more memorable?
  2. What changed about my own processes and habits that gave me more time & space in which to focus on increasing my business?
  3. How did I regularly reward myself for a job well done?
  4. What tools, systems and/or habits did I successfully implement to expand my Marketing?
  5. In the next three years, what would excite me about my career in mortgages? What do I feel I still have yet to achieve, become or do?
  6. What tasks, both professionally and personally, did I finally give up that were weighing me down?
  7. What steps did I take to ensure my financial security for the future? What did I learn about financial security in terms of how to make it a constant in my life?
  8. What were the three best gifts I gave myself in 2021?
  9. What do my post mortgage years look like? What might I be doing when I’m not in Mortgages any longer? Do I have any secret desires to learn more about something? Do I have a hobby that I’ve always wanted to delve into? Are there any challenges I’d like to face and overcome before the next phase of my life?
  10. What will I tell my children/grandbabies/close friends about what it takes to succeed in life?

Consumer Habits Have Changed So Too Must your Business Plan

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Business is good, right? The phones are ringing, people are buying homes. You’ve got more refinances than you can shake a stick at and things don’t appear to be slowing down anytime soon. But like any great run, at some point, the sprint will turn into a jog and the jog will turn into a slow walk and the last thing you want to have happen is to allow your business to suddenly stall and cramp-up!

While Mortgage Professionals have been enjoying the influx of business, things have changed overnight that will affect HOW they go about earning new business from referral partners and direct consumers in the immediate future.


Here’s what’s changed:

  1. The number of people engaging in new technologies has sky-rocketed due to the simple fact that they were FORCED to in order to earn a living, remain healthy, learn and be educated and maintain relationships with loved ones.
  1. Consumer sensitivity and sensibility can be likened to a hairpin trigger and because of this, marketing, advertising, scripting, messaging is being scrutinized & scrubbed of any language and imagery that may offend.
  1. The amount of time people are spending on social media has doubled, if not tripled during the Pandemic, creating more opportunity than ever before to expand one’s brand and marketing footprint exponentially.

What was once a “go-to” business earner for you may now be null and void. Where you’ve been marketing yourself may no longer have as many visitors and viewers. What was once deemed, “an offer of value” to your consumers may now appear trite or worse yet, offensive.

 

“People shop and learn in a whole new way compared to just a few years ago, so marketers need to adapt or risk extinction.”

Brian Halligan, founder & CEO of HubSpot


What does this all mean? OPPORTUNITY!

Keeping  these changes in consumer attitudes and habits in mind while developing your 2021 Business Plan, will put you well ahead of the curve, create huge separation between you and your competition and ensure you keep your pipelines percolating with new business throughout the new year.

First, I highly recommend reading the following article which is rich with statistics regarding social media, digital and Internet trends and can greatly aid you in determining how and where to market. Global Social Media Research Summary July 2020

Next, here’s a great list of various business growth methods & modes, as well as, marketing items you may want to revisit, revamp/re-tune, or re-imagine when building your 2021 Business Plan:



Learn to enjoy the discomfort of CHANGE!

Remember, your business is always changing, so being flexible, accepting change and tapping into your creative genius is simply part of being a successful entrepreneur. You’ve done it before and you can do it again!

“To be interested in the changing seasons is a happier state of mind than to be hopelessly in love with spring.”-George Santayana

Gone Off on a Customer Lately?

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goneoffonacustomerIn this current environment of overwhelming volume, lack of support, long hours and pushy, sometimes unsympathetic customers, there’s a good chance you may have blown your lid unintentionally a time or two.

It may have been justified. It may have felt good. Heck you may have even received an apology after you, “set them straight.” BUT it is important to recognize that those interactions with your customers that are putting you over the edge, like the question, “Why is this taking so long?” OR the annoyance of receiving 3 texts, 4 voicemails and 2 emails ALL from the same person in a period of 15 minutes, or the frustration of wasting hours on the bossy rate-shopper who also happens to be a repeat customer who you thought was loyal to you, are ALL the same challenging situations you’ve always faced in this industry.

The only thing that’s really changed is YOU due to the insane workload and unusual work environment.

How you’re attending to your own physical and mental health during these intensified levels of stress will directly affect your ability to effectively solve problems and respond rationally to challenging situations. Some basic best practices that can help you immediately decrease the effects of stress are: getting a solid night’s rest, staying hydrated, eating nutritious meals and snacks, exercise and short breaks in order to decompress.

No double about it, regaining your patience and your poise will always get you farther than putting on those verbal boxing gloves, so next time when confronted with a tense situation, try one of these three options for harnessing your cool and defusing heated interactions with customers and referral partners.

  1. Don’t take them all!-You can say, “no.” I’m sure there are several deals right this second you can recount where you knew in an instant that it was going to be ALL bad. Trust your instincts and give yourself a break. Your sanity is worth passing on a few.
  1. Don’t immediately respond/react-When faced with an accusation or rudely posed question or insult, wait 5 seconds to answer and say, “I hear what you’re saying, let me put you on a quick hold while I get to my office and sit down so we can discuss this, give me a minute.” And then place them on hold and get your head straight and take a couple of deep breaths. You’ll be amazed at how this short interlude will diffuse not only your anxiety and upset, but your customer’s as well.
  1. Repeat what is said-Most times in the heat of the moment, people will say things without much thought. It’s important to mirror back to them what they just said, so next time you’re hit with a judgement statement, insult or accusation, wait 5 seconds, then reply, “What I just heard you say was,…. In mirroring back what was said, the person will likely be surprised and even a bit ashamed of their words and will rephrase their question or comment and adjust their tone.

Remember, even when you’re right, blowing your top or, “setting somebody straight” adds zero value to your day or to your business, plus it’s the only thing the person will remember about working with you and worse will be the ONLY thing they tell other people about their experience with you.

Are You Speaking an Outdated Language?

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communicationstyleThe fact is that the customers of today are a much different breed than those of yester-years.

For example:

  • Email is too clumsy, they want to be texted.
  • Information is abundant and at their fingertips, they want you to give them an, “experience” instead.
  • If they can’t meet you face to face, they’ll expect you to send them a Zoom or GoToMeeting invite.
  • If you don’t have a webpage with an on-line application, educational videos, multiple links to other pertinent sites, free downloads, video testimonials and a blog…well, they’re going to notice and they will make comparisons.

It’s not too difficult to get to know your new customers, either. Their opinions, interests, experiences and family photos can all be found on Facebook, Linkedin, Pinterest, Twitter, etc.

 

Question of the day: “Are you showing up where your clients are showing up AND are you communicating in ways that are most comfortable and familiar to them?”

Keep Your Eye on the Prize

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distractions-illo-1020x871Be suspicious of to-dos, projects, interruptions, and requests that take you off course from your business and personal goals.

Sometimes it’s far easier to allow our minds to become distracted rather than to do, “the work” of seeing our goals through to the end.

Ultimately, our daily choices of where we spend our time and what we put our focus on is what defines our number of accomplishments and outcomes.

The buck always stops HERE! That is to mean, each of us are 100% responsible for everything we do or do not do.

Let’s keep our eye on the prize, whatever that, “prize” is for YOU!

Client Dumped you for Another Lender? Read This!

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Getting dumped for another lender happens, but responding strategically to the client’s reasons for making the switch is just as important as your script when engaging with the prospect for the very first time.

The majority of the population loathes change and feels quite insecure and hesitant when faced with switching gears for any reason. Once the change is made, the smallest glitch or bump in the road will cause most people to regret their decision and wish they hadn’t made the change at all.

In the case of obtaining a mortgage, there can be plenty of moments of uncertainty and insecurity for the borrower, so the likelihood is when you do get dumped for another lender, there’s a real possibility of wooing your prospect back if you just gracefully and strategically keep the door open and follow-up.

Just recently I helped a client of mine write the following email script to send to her straying customer. In this particular case, the loan officer had given advice, consistently checked-in and been an ear to this prospect’s personal challenges over a significant period of time, yet the prospect decided to go with her credit union based on, “convenience.”

Ouch! Right?

Of course, this is just one way to respond, BUT what I like to remind my clients when responding to rate shoppers or getting dumped for other reasons is…

1.    You are NOT desperate-Let ’em go gracefully and keep the door open.

2.    You are the BEST choice regardless of their reason.

3.    Remember, the prospect has NO idea what they should really be worried about, like actually making it to the closing table and CLOSING.

Feel free to adopt, edit and use the following script as you see fit.

“So happy to hear things in your personal life are just about wrapped up for you. Onward and upward, right? Congrats!

Please do keep in mind that not all mortgage services are the same, so if for any reason things start to go sideways with the process or communication with your credit union, do not hesitate to contact me ASAP. Starting the loan process is easy, but getting to the finish line and closing your loan is where experience, solution-based thinking and perseverance is a must. I can honestly say I’ve saved dozens and dozens of deals from falling apart in my 20+ years of lending. 

I’d love the opportunity to help you into your bright future with a brand new home. Again, if anything changes, just call me immediately. I’ll make sure to check in on you in a few weeks to see how all is coming along.

Take care out there and stay in touch.”

That Elusive Thing Called, “Down Time”

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stayfocusedFunny thing about finally finding that elusive thing called, “down time”….Once we get some we either A) Choose to do nothing with it. B) Choose to fill it up with non-productive tasks or C) Forget what it was that we swore we were going to accomplish when we did finally get some, in which case A and/or B come into play. So in an effort to encourage the best of the best to use their down-time to catapult their careers, here is a memory jogger list of high pay-off projects to consider…

Get socially savvy-Create Lists in Facebook for your, “Friends” who happen to fall into certain critical categories, such as: Realtors, Past Customers, Prospects, Peers, Teammates and Other Referral Partners so that you can control who sees certain posts and make your posts even more relevant to your specified audiences.

Embrace efficiency-Get your Realtors and other referral partners, past customers, old prospects and new prospects , plus all of those forgotten business cards into your CRM, into your online email marketing portals, into your smart phone and any gift-giving online stores’ address books, such as Amazon, Shutterfly, Send out Cards, etc.

Just do it!-Don’t have a CRM that houses all of your various contacts? NOW is the time to research them on-line and get your most precious business asset (your contact list) organized and receiving branded, pertinent information from you on a regular basis. Remember, just because someone works with you once, doesn’t mean they are going to remember to refer you, use your services again or reach out to you with questions, UNLESS you are top of mind.

Brush-up on your craft-What could you become better at in your career? What experience do you lack? What aren’t you comfortable talking about? What part of your business still has you stumped? What could you read, listen to or take an on-line class about that would give you that edge?

Coordinate creativity-A cluttered outer world clutters our inner world. Do you have files to purge, emails to organize, subscriptions to cancel, files to shred or store? We ALL DO at some level and this is a GREAT time to declutter, reframe, refresh and create space. Remember, creativity is at the crux of all thriving careers and creativity can’t spread its wings if there’s not enough space to take flight.

Now, I’m not saying NOT to take advantage of some of this down time by indulging in non-business growth activities, such as: naps, long walks, game time with the family, binge watching Netflix shows, etc., What I want everyone to take to heart can be summed up in this quote just given to me earlier today by one of my clients and that is….“Champions are made in the off season!”