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How much "customer service" can you actually have in the mortgage business (or any business for that matter)? I once had a friend who was refinancing his home. He knew me and also had another friend in the mortgage business and didn't know which one of us to use. I told him I would provide better "customer service" than anyone around.
He looked at me and said "what does that actually mean? A comfier chair at closing? What do you mean by customer service?"
I'll admit, it did catch me off guard. Of course I told him the standard I would keep him updated and return his calls....bla, bla, bla.
He said, "isn't that what I'm paying you for anyway? That would be the least I would expect from someone I DIDN"T KNOW, let alone a friend of mine."
So that really got me thinking of what customer service actually was. The good thing is the people that return calls and keep their clients updated set themselves apart from most others in this business, but, in actuality, that's what their job is to begin with, right? So, the question is, "So what?" Pertaining to the mortgage business, if an AE or and LO keeps the clients updated and returns calls, isn't that expected just from the job description? Customer service has to go beyond that, in my opinion.
I also believe that someone who constantly says "I have better customer service that anyone in the industry" is, on a subconscious level, seeking approval before they actually do anything for their client/customer.
I've never heard of Disney World bragging about their "customer service", do you? They just flat out go above and beyond expectations and others brag about them. Automobile companies don't tell you they have better"customer service", they have the actual car owners tell others through surveys and such. Donald Trump, whether you like him or not, has clout in the business world, not because of his customer service, but because it's well know he can get the job done (which is what's expected in the first place). These are just some examples of the upper enchelants of customer service without having to brag about it. Do you see my point?
In my opinion, people can see "customer service", they don't have to be told about it. People can REALLY see lack of "customer service", they WILL tell others about it all day long! If you feel you're in the customer service business, do you tell people or show people?
Check out my blog at www.realmortgagetraining.blogspot.com
About the Author:
Andrew is the author of the Ebook The ARM Factor: Guide to Understanding and Selling the Pay Option Arm. He has sold and trained others to sell the Pay Option Arm. He is available for group training. Go to http://www.realmortgagetraining.com
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