Loan Officers Customer Service Creating Raving Fans of Inlanta Mortgage Retaining Customers vs Creating Customers Commoditized Industry What makes us special and unique Customer Feedback ID: 556081
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Slide1
7 Key Behaviors of Inlanta Mortgage
Loan OfficersSlide2
Customer Service
Creating “Raving Fans” of Inlanta MortgageRetaining Customers vs. Creating Customers
Commoditized Industry – What makes us special and unique?Slide3
Customer Feedback
Our clients are telling us why we are special.
Are we listening?Our survey process gathers the following information:
Where are the referrals coming from?
How responsive is our company
from
initial application to close?
How was our level of knowledge?
Would they be willing to recommend our service?Slide4
Analyzing the Data
7 Key Behaviors Revealed
..in
our
analysis of 12 Months of Customer Service Surveys & TestimonialsSlide5
Communication
When it Goes Wrong:
“My loan officer repeatedly did not respond to my phone calls. He would also not respond to my emails claiming that
they
went in junk mail. When we did speak, he was nice enough, but I considered his service incompetent.”
#1 Communication – Timely and Constant
Doing it Right!
“Our loan officer treated us like we were her only client. She responded to multiple phone calls and emails very quickly. She even got back to us on the weekend!”Slide6
Exceed Expectations
#2 Speed to Closing
“The loan officer was phenomenal to work with. She exceeded our expectations and made the process painless. We closed 30 days after making the offer to the seller. I do not think any other lending service could have made that happen for us.”Slide7
Be Flexible
#3 Flexible Hours and Schedule
“Fast, professional and willing to work around my schedule, not theirs. This made my home buying experience a breeze. I will use them for all my financing needs.”Slide8
Online Applications
#4 Access to the Tools of TechnologySlide9
Power of Knowledge
#5 Knowledge of the Industry and Process
“The loan officer’s knowledge of all the assorted details that needed to be dealt with throughout the entire process made getting a loan easy and painless”Slide10
Product Line
# 6 Access to Products“I went to two other mortgage companies prior to going to Inlanta. Both of them denied me for a loan. Inlanta, however, was able to make it happen!”Slide11
Who You Know
#7 Referrals to Industry Partners Slide12
How Can
We Use This
Data?Let’s turn our best practices into an advertisement campaign. “Teach Me to Fish” --- Leveraging our best practices to train and recruit new loan officers.
All of the powerful information within these surveys is worthless unless we can find a way to put it to good use.Slide13
Using the Data – 7 Key Behaviors
Blog Post
– www.inlanta.com/blog“Happy Mortgage Customers”Share link on Facebook, LinkedIn, Twitter, via email – or copy the blog to your own website!Slide14
Marketing Library Piece #1Slide15
Marketing Library Piece #2Slide16
Marketing Library Piece #3Slide17
7 Key Behaviors - Images Slide18
Using the Materials
Contact
marketing@inlanta.com
if you have any questions on using the 7 Key Behaviors materials, or if you have suggestions!
Congratulations on receiving such great feedback. Now use it to your advantage!