It never gets old when a client tells me that referral partners are finding them! The complete reverse of the paradigm, referral partners coming to YOU! Asking to meet with YOU! Taking you to breakfast, lunch, coffee, or a drink and THEY grab the check! This happens more frequently than you might think. It can happen to you on a regular basis if you just take the time to master the skills that matter!
Here are the 8 Simple Steps of Success that can make all the difference in your journey to success!
- Show Up!
- Set the proper Expectations
- Provide a solution to the challenge at hand
- Create the timeline to succeed
- Communicate clearly and in the client’s chosen form!
- Deliver on the promises set in your expectations
- Stay connected providing ongoing value!
- Work with those who “get it” and fire the ones that don’t!
I know you think this is too simple or that you already do these things, and maybe you do, but do you do all these things every time? As I have shared with you in the past, “Consistency is Currency!” If you don’t have a schedule plan of visitation, communication, and conversation, then you don’t have a plan, and if it isn’t scheduled on a regular basis, you are not going to be consistent. You have to show up in people’s lives in a meaningful way using all forms of communication. We have talked about this before; master all levels of communication, not just the ones you like.
Setting the proper expectations is the backbone of the process. I would rather you lose a deal in the beginning of the transaction because you were too specific and too complete, than to end a transaction, late, sloppy, or not at all. You are the expert and clients and referral partners need you to set the tone on how this will go from contact to closing!
The client isn’t always right! Often they will come to you with a plan that either will not work, or may not be the best possible option. Your job is to listen to the client’s story and then propose all possible solutions. Sometimes their plan is the best plan; and sometimes it isn’t. If a customer wants to make a bad choice, that is their right, but you are obligated to provide all the options so they know that they had a choice!
Don’t forget the timeline! If you don’t build in milestones along the way, nobody will know when the deal is off track until it’s too late! We have talked a great deal about the transaction timeline. Use it!
You must learn to ask the client how best to communicate with them. Never assume! Some people want to meet in person. Some prefer email, text, or phone calls. Some want to Skype® or use Facebook Messenger®, whatever form they choose, adapt and communicate!
All of the preceding means nothing, if you fail to deliver on your promise and meet or exceed the set expectations. The ability to master and control the transaction timeline is simple; it’s just not easy! Under promise and over deliver is a wise saying for a reason!
You can’t just walk away from a transaction and expect future referrals. You must continue to keep connected with everyone in the transaction long after the one deal is closed. You can’t keep sending them mortgage information. NOBODY wants or needs mortgage information from you every month! But they would appreciate you sending them something of value. Use video and electronic coupons like we have talked about in the past. Deliver exceptional value from exceptional product and service providers on a regular basis and people will keep you and your business flowing with referrals!
Your business, your systems, your tools, your very procedures and timelines are the very filters by which you will find the business and the referral partners you are looking for! There are people out there who would love an originator who followed this plan. Clients and referral partners need and are actively seeking quality mortgage professionals to do business with! Stay true to your system and those people will find you! If you run into people or “professionals” who didn’t think your system is what they want or need, PLEASE let them go! You can fire your way to success! Don’t work with those who don’t want to follow your system. There are plenty of clients and referral partners who will!