Broker: Positive attitude = positive growth

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Sure, having a positive attitude seems basic but in my experience as a mortgage broker, getting back to basics can be the key to growing your business.
It only took me eleven years of trying but I’m finally at the point in my career where I’m going back to the basics, and I’m noticing that they are truly working. Since I did not come from a marketing background and/or did not really have much direction in that field, I thought that my work and accomplishments would serve me well in trying to get new clients. On the contrary, it seems. Since turning over a new leaf I have noticed a lot more firm commitments from clients especially in a time where rate-heavy brokers and flash-in-the-pan offers are taking their attention away from me to these other offers. When the IG 1.99% offer came in I had six clients who started humming and hawing about moving, but not a single one did and it was all because of my value proposition: true service.
I cannot imagine being a mortgage agent who does not truly serve each client separately and to the fullest capacity. What does it mean to truly serve someone? To me it’s simple: I’m always ‘on’. I’m always available and I’m always patient with my clients. I will literally fight tooth & nail with my lenders on my client’s behalf. I hold multiple meetings with them at times, and I find that face-to-face meetings are really helping me solidify my relationship with them.
Lately I have noticed that many of my clients really appreciate the multi-touch service that they get from me. An example is being available on offer night to help them through the offer, meeting them once after offer is made and accepted to go through the next steps, providing them with constant updates during the decision-making process and then giving 2-3 good options and showing some out-of-the-box thinking.
The truth of this business is your past is not sacred; you can never ever sit on your accomplishment because a volume you do this year may never repeat itself. Obviously we are all wanting to grow our numbers as we are in sales – that’s a given. However I never ever think to myself “oh, it’ll be fine, I did this much last year”.
Another reason that I am heavily focusing on the service side is when I see the lack of competent help at the branch level. Many times I would try and help a client I meet only to be rebuffed that they feel more confident dealing with their home branch. In the majority of cases they will inevitably come back to me after waiting for not days but sometimes weeks for a pre-approval, or, a straight answer. Being honest and up-front with my clients (not to mention knowing what I’m doing) really shines in this case when they experience a level of service and knowledge they are not used to. It takes a lot of time and attention to do this right, but in my experience it is well worth it in the end.
To end things, what I have learned so far is simply this: I can never stop learning and working on my craft. I can never forget that my referral sources are my lifeblood. I can never forget the power and strength of relationships in this business. Most importantly, I am truly blessed to be able to help people in this capacity, and I carry that positive attitude with every meeting I hold and every day I carry on.

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  • Dustan Woodhouse on 2014-08-06 11:17:41 AM

    Great Message! Worth re-reading every few months. Thanks for sharing.

  • Ron Butler on 2014-08-06 12:54:47 PM

    This is the reason full service, full priced mortgage brokers will be around eternally. I cannot speak for others in my space but my online discount brokerage is not able to have multiple client meetings and we are not set up to take calls in the middle of the night.

    I am very respectful of this model and I am constantly saying the full service mortgage broker will be here forever, this article illustrates the reasons why that is true.

  • john pollard on 2014-08-10 3:03:39 PM

    I have a client currently going through this process now where the local bank branch is unable to make a rational or local decision and is relying on a non-descript impersonal person with a computer and no hands on personal knowledge of the applicant in some far off location...unbelievable.

  • Barb on 2014-08-11 7:28:01 AM

    Excellent message! especially the part about not getting angry with your lender. They too are just doing their job.

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