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7 Key Behaviors of Inlanta Mortgage Loan Officers.

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Presentation on theme: "7 Key Behaviors of Inlanta Mortgage Loan Officers."— Presentation transcript:

1 7 Key Behaviors of Inlanta Mortgage Loan Officers

2 Customer Service Creating “Raving Fans” of Inlanta Mortgage Retaining Customers vs. Creating Customers Commoditized Industry – What makes us special and unique?

3 Customer Feedback Our clients are telling us why we are special. Are we listening? Our survey process gathers the following information: Where are the referrals coming from? How responsive is our company from initial application to close? How was our level of knowledge? Would they be willing to recommend our service?

4 Analyzing the Data 7 Key Behaviors Revealed..in our analysis of 12 Months of Customer Service Surveys & Testimonials

5 Communication When it Goes Wrong: “My loan officer repeatedly did not respond to my phone calls. He would also not respond to my s claiming that they went in junk mail. When we did speak, he was nice enough, but I considered his service incompetent.” #1 Communication – Timely and Constant Doing it Right! “Our loan officer treated us like we were her only client. She responded to multiple phone calls and s very quickly. She even got back to us on the weekend!”

6 Exceed Expectations #2 Speed to Closing “ The loan officer was phenomenal to work with. She exceeded our expectations and made the process painless. We closed 30 days after making the offer to the seller. I do not think any other lending service could have made that happen for us.”

7 Be Flexible #3 Flexible Hours and Schedule “Fast, professional and willing to work around my schedule, not theirs. This made my home buying experience a breeze. I will use them for all my financing needs.”

8 Online Applications #4 Access to the Tools of Technology

9 Power of Knowledge #5 Knowledge of the Industry and Process “The loan officer’s knowledge of all the assorted details that needed to be dealt with throughout the entire process made getting a loan easy and painless”

10 Product Line # 6 Access to Products “I went to two other mortgage companies prior to going to Inlanta. Both of them denied me for a loan. Inlanta, however, was able to make it happen!”

11 Who You Know #7 Referrals to Industry Partners

12 How Can We Use This Data? Let’s turn our best practices into an advertisement campaign. “Teach Me to Fish” --- Leveraging our best practices to train and recruit new loan officers. All of the powerful information within these surveys is worthless unless we can find a way to put it to good use.

13 Using the Data – 7 Key Behaviors Blog Post – “Happy Mortgage Customers” Share link on Facebook, LinkedIn, Twitter, via – or copy the blog to your own website!

14 Marketing Library Piece #1

15 Marketing Library Piece #2

16 Marketing Library Piece #3

17 7 Key Behaviors - Images

18 Using the Materials Contact if you have any questions on using the 7 Key Behaviors materials, or if you have Congratulations on receiving such great feedback. Now use it to your advantage!


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