I had an interesting coaching call this week with an originator who I have been working with for about a year, and just shortly after she got into the business. She works for a major lender and for a branch that is widely respected and diverse in the types and quality of originators working there. With all kinds of different styles and approaches to the business, with varied results that is pretty typical in our industry.
I have always pushed my clients to understand that my approach is built through systems, schedules, and the sharing of value. I hit hard on setting expectations and the understanding that we are looking to become the local expert on residential lending in our market, and that our systems, policies, and procedures will help us locate the very people we want to do business with. That by being clear and consistent with the message, and by the execution of a success plan, we can close transactions faster than our competition and with a much higher level of customer satisfaction because we set and exceeded the expectations for the process.
Like all new originators hitting the street, this newbie wanted to believe that she was that expert, she wanted to believe that all she had been taught would make her exceptional; she wanted to believe she could deliver on high expectations and that people would notice her when she did. All the things we say we want to accomplish but with a healthy dose of fear to keep passion from becoming cockiness or arrogant.
Going out into the world sharing these beliefs can be challenging for originators who are faced with an industry that thinks there is no such thing as a mortgage professional, or that the only thing of value an originator can bring to the table is a rate. But she went out trusting her training and that this was going to be a business for her based on relationships and value, not transactions and price.
As she shared her message, most ignored her but a few saw the opportunity to work with someone different. As transactions began to close, as one deal after another exceeded the expectations and the timeline set by contract, people began to see that there was a different way to do business, and that they liked working with a true professional!
So today on our coaching call she shared that a client she had just closed shared with her what a great experience it was to work with her. That she had heard all the horror stories about how tough it was to navigate the loan process and to get her deal closed on time. But that this was actually a good experience. She felt that she was informed and educated from the very beginning about what to expect and what was going to happen. And even while those around her told her that she would never close on time or that she was going to have to be prepared for the last minute price changes and fees, she believed that this experience was going to be different. It would be so because the person she chose to work with was different!
The loan went from contract to issuing the CD in 18 days. The loan could have closed a full week before the scheduled closing date if they wanted to do so; and all the charges were either the same or less than what she was told they would be. Imagine that?
The client called her to thank her again for all of her work. She said that it was truly an exceptional experience and she wonders why more people don’t do things the way she does. She shared her story with some friends and they have already made phone calls to start their own process. Oh yes, the listing agent on the deal was so impressed with the communication and the ease, in which the process took place, that she has begun referring her new business.
We can all make a difference if we choose to. Choose to!