In the current marketplace, with borrowers still coming to originators in droves because of low interest rates, losing referral sources or former customers doesn’t seem like a big deal. There is always someone else to replace them in a hot market. But if the MBA 2021 forecast is correct, lenders and originators will experience […]
The Real Reason Why Originators Lose Customers Read More »
After speaking at a conference last week on hiring and recruiting, my general impression of the mood in mortgage banking is that it is subdued and apprehensive. Attendees raised concerns about a number of issues from coping with low revenue and volume to productivity challenges to selecting good originators. Most said that this year will
It’s Time to Make Customer Experience a Top Priority Read More »
For years, mortgage banking managers have measured success based on whether the salesperson met the buyer’s expectations. In my opinion, this thinking is outdated because in today’s world of selling 3.0, simply meeting customer expectations is by definition mediocre. Yes, mediocre. A mediocre customer experience is not enough to instill the loyalty needed to generate
The Conundrum of Meeting Expectations Read More »
Who owns the customer? This question might sound simple but the answer is really the crux of winning in the information age. Of course, sales will say originators own the customers because they are the front-line interface with consumers and referral sources and deliver the quality of the customer’s experience. On the other hand,
How to Thrive in a Customer-Centric Economy Read More »
There is no more overused term in selling than the words “customer-centric.” Everyone says they put the customer first. Originators will even tell you they know exactly what the customer wants. But thinking that you know what the customer wants is not the same thing as delivering what the customer needs. We’ve heard the same
Is Your Sales Organization Customer-Centric? Read More »
