When it comes to client satisfaction, it’s the little things that matter the most. A survey conducted by STRATMOR Group in early 2017 highlights the importance details have on your client relationships, satisfaction levels, and, indirectly, the likelihood of subsequent business.
Keeping Them Satisfied
What are some of the things that leave a client feeling satisfied? Periodic check-ins by phone, email, or text prior to closing can go a long way. Not only do they help set or reinforce expectations for what comes next, they address any lingering questions or concerns. This one extra step led to a 32 percent improvement in satisfaction levels, according to the survey.
Timeliness is another key factor that boosts satisfaction. While the STRATMOR survey found nearly 93 percent of closings do start on time, when they didn’t, satisfaction fell from 92 percent to 76 percent. Downtime at the closing, which unfortunately is typically under the control of the title company, can impact how a client remembers the whole mortgage experience.
It’s Not How You Start But How You Close
Your attendance at the closing is primarily symbolic from an operational sense. From your client’s perspective, however, it demonstrates your personal commitment. You were there for them from the start, and you stayed with them until the end.
STRATMOR found that the presence of a Loan Officer was valued not just by first-time homebuyers but across the board. It put all buyers more at ease with what can be an intimidating process for many.
Attending closings has other advantages. Beyond solidifying an ongoing relationship with your client, it can improve your working relationship with both the buyer’s and seller’s Real Estate Agents. That can make them more comfortable referring you to future borrowers. Your attendance can also improve your relationship with the title company personnel you rely on to deliver an efficient experience for your clients.
Attention to the little things may take extra time, but it can be a cost-effective marketing expense. After all, it’s likely to pay for itrself in repeat business and in future referrals.