Customer Service 101 for Home Sellers and Mortgage Brokers


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Brokers and homeowners depend on a great relationship in order to receive some fees for facilitating the mortgage process or getting the most from their home sale.

Mortgage brokers and home sellers often play an important role in helping homebuyers secure loans to make their home purchases possible.

As a mortgage broker, home seller, or any business owner, you will find it very difficult to stay in business for long without having customers to do business with.

Consumers are fond of checking out the quality of a business’ customer service or just how well they are received in a home before considering making a purchase.

This then means that you should pay special attention to the quality of your customer service whether you’re a direct broker or a homeowner. This customer service 101 for mortgage brokers should be helpful in your drive to attract and retain clients.

Customer Relationship is King

The sooner you realize that your clients are the most important the better for your brokerage business or selling a home. You should strive to make your clients and buyers feel that you really value them as a person and not just their business.

Customers should be treated as special individuals and not just another member of a collective. When addressing potential buyers, using their names at every right opportunity that present goes a long way to developing that special relationship with a prospective buyer. This could go a long way in giving the impression that you are really paying attention to them and not just your sale.

Don’t be Reluctant to Apologize

If a customer feels he or she has been wronged, you should not hold back from apologizing. There are instances when you may not be the party at fault, but a client may insist that you are.

You should first apologize for the misunderstanding before proceeding to explain things as they really are. Doors should not be closed against complaints from clients, as this could prove very counter-productive. Hardly will you find any broker or business owner that relishes receiving complaints, but you should still create avenue for airing them and take relevant actions. Complaints could help you identify areas where you need to improve.

Give a Listening Ear

When communication is initiated with a customer, it is important that you remove all distractions and give full attention to whatever they have to say. This is particularly important when dealing with customers in person.

You should make every effort to ensure your voice tone and body language conveys it to them that you are listening effectively. It also helps to ask a client relevant questions during a discussion to show that you are paying full attention and ready to help them fill their needs. You should not be distracted by plans of how to get the next client.

An average person dislikes talking to someone and that other individual seems to be interested in some other persons or things.

Stay True to Your Word

It is important to ensure that you do anything that you promise customers you will do. If you have promised them a ‘Best in Market’ mortgage guarantee, then that is exactly what you should do. A promise creates an obligation and once you fail in performing that obligation, you have lost the affected customer and all the other people they could have brought to your brokerage.

Motivate Yourself and Others Helping You Sell

If you have people working with you, it is important for you to treat them well. An unmotivated or unappreciated employee could rubbish all efforts being made to make your brokerage customer-friendly.

Likewise, if you’re selling a home yourself, you’re probably reaching out to friends, family, and others to help you in the cause. Landing the right buyer is often about who you know and how you present yourself to them.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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