Someone was kind enough to point out that my last post was shameful self-promotion. So let me approach this same topic a little differently.
As an originator for over 25 years, it is very clear that we have a significant impact on the psychological emotional, and financial well-being of every consumer we interact with, and that impact stays with them well beyond the closing. We also intentionally or innocently, torture our bosses, co-workers, real estate referral and other partners and our companies. Do we know what they are all really thinking of our work?
Empathy in a mortgage transaction doesn’t get talked about much, but it’s so important. Think about what may be going on right now in the life of one of your current customers! Kids going back to school, trying to get YOU what you need for a refinance, or they can’t find a home in the school district of their choice. Maybe someone in their family moved far away, is sick or just passed away. They may have just been downsized to a lower paying position or out of a job. Their business may be failing. They are worried about college tuition in 10 years, student loans they co-signed for, paying off revolving debt, just saving money for that rainy day or will they ever be able to retire and when they do, what will their health and finances be like?
While their LIFE is going on, we are ” locking, disclosing, running down conditions, checking guidelines and scheduling closings! All we need is that CTC! We are moving at breakneck speed.
You can’t have enough knowledge in this business and the hard part is most of us don’t know what we don’t know. Sometimes we just need to think!
Take 15 minutes, shut everything down and consider a day in the life of your most current customer. I get it, everyone is busy with refinances…but with so much focus on fast approvals, speedy technology, 10 day closings…have we forgotten about the customer? And if we have, what do we need to do to put them top of mind and right in the center of everything we do everyday?
Email: firstname.lastname@example.org Thank you Christopher!