“Courteous treatment will make a customer a walking advertisement.” -James Cash Penney
Some people might think an excellent customer experience means one without any problems. However, any mortgage professional can tell you that receiving customer complaints is inevitable. In fact, these complaints are actually a huge opportunity to build a lasting partnership. What will make or break your relationship with your customer is the way in which you handle issues when they arise.
When a client feels their expectations have not been met, the effort you put into resolving the issue will speak volumes about your commitment to the customer relationship. By showing a serious dedication to their needs, you will turn your client into a “raving fan!”
Whenever you experience customer complaints, try these steps to show your customer you are committed to providing them with excellent service:
- Listen intently to what they have to say. By giving the client your full attention, you are immediately letting them know that you take the quality of their experience seriously.
- Offer solutions, not excuses. Instead of trying to avoid the blame, accept responsibility and let the customer know what you are going to do to fix their problem.
- Resolve the issue quickly. When the customer knows that you are making them a priority, you have created a lifelong “raving fan!”
If you are a new loan officer looking for more best practices to create “raving fan” customer service, check out the ORIGINATOR program, the most comprehensive and nationally-acclaimed program for mortgage professionals entering the industry!