Today I want to share with you how you can build your pipeline by thinking out of the box to WOW your current and prospective clients.
When I started in the mortgage industry I had heard a story about another loan officer located in California who really went out of his way to WOW his clients. Prior to the closing date on the refinance or purchase this loan officer would reserve a limousine for his clients to take them to and from the closing table. So just imagine for a second you are working here at Centennial Wireless and buying that new home because you building your pipeline report. It is closing day and you get ready to walk out to your car to see a limousine in the parking lot with the driver holding a sign with your name on it. You asked him what is the meaning of this and he informs you that your loan officer has arranged for me to take you to and from the closing today. WOW, is right, but think past the excitement of cruising to and from in a stretch limousine and think about how this benefits the loan officer. Would you go back to work and tell your co-workers about this incredible surprise? Would you go home and tell your friends and family about this awesome limousine you got to ride in? I can guarantee you would, why? Simply because your loan officer was able to WOW you. After conducting this a few times the loan officer from California worked strictly on referrals and is one of the leading loan officer when it comes to total volume of financing.
Here is another example of making your clients go wow:
Do you remember the commercials a while back from Saturn that featured the slogan “A different kind of car company”? What made Saturn any different? Having personally owned a Saturn in the past I can tell you what did make them different. The never negotiated the price of the car. They portrayed a belief that there product was superior. They invited you annually to attend there big family reunion in Memphis, TN were literally thousands of other owners would visit driving there Saturn to and from. If you took your vehicle in for service they ensured they washed it for you before pick up time and when you stepped in your car after being serviced there was a little carnation waiting for you saying thank you. I received a personally written thank you card, birthday cards for years, and follow-up calls to see how I liked my car. I even remember one day going in to get a simple 5 minute warranty repair and them noticing I had a hole in my oil filter. No expecting to have to purchase anything and being rather young (16) I had no means of purchasing this $4 to $5 item. Rather then ending me out to the streets to come back later the sales rep proudly picked up the expense from her own pocket to ensure I wouldn’t have any problems due to lack of oil. This alone made me a believer of “A different kind of car company”. Now you could tell me every car company does that these days and it couldn’t matter because it is based on perception and past experiences that makes a client go WOW! I never had the same situation with a hole in my oil filter in any other car. How we handle things now, makes the world of difference in retaining and recruiting our clients to sell for us.
Hopefully by now, I have you mind going a million miles per hour thinking of ways you can WOW your customers. Just imagine if you can WOW 1/3 of your customer base all the time. How many friends would they tell? How many co-workers would they tell? Would it be a conversation that may happen to discussed at the dentist office? How about the shopping line of the local grocery store?
So let’s talk about some ways we can wow our current customers and remember this is just some of the ways!
- Send a hand written thank you card after activating a line service.
- Properly conduct our lifecycle calls to ensure there satisfaction.
- Make a note of the clients birth date from there driver license and give them a Happy Birthday call on there birthday with no other intentions but to wish him/her a happy birthday.
- Pay attention to what they talk about and key in on the hidden secrets. For example, you may hear me talk about my five children a lot and no that one of my daughter is currently playing soccer. Would you be impressed if I asked how your daughter did at the recent game? Parents love to brag about there kids and they’ll be impressed you remembered.
- Working on Sunday with no walk-in traffic? Pull your adhoc and randomly go through your clients bill to ensure we are meeting there needs. How many clients have you seen with overages month after month who seem to never realize they can upgrade there minutes? Be the hero and save them money and even if you can’t do anything today to save them money let them know you took the time to review by giving them a quick call and saying you were checking in on them and everything still looks perfect.
- Make note of kids birthdays and send a kid friendly birthday card to our future client.
- Refer your friends and family to there business.
- What other ones can you think of?
Wowing your customers is an essential ingredient when wanting to grow your business. However, you must be consistent and balanced when attempting to wow your customers. Remember persistence is was beats resistance and don’t get discouraged if you don’t see immediate results. You have to really want it and do it for the right reasons in order for everything else to fall naturally into place.
Action Steps:
1) Don’t be afraid to think out side of the box, I am not saying go get a limo for every client but come up with ideas that will separate yourself from the competition.
2) Start by choosing one thing to do this month and add another thing next month.
3) Use a contact management system to help you stay on time with the delivery and balance of the
additional responsibility that will surely grow your business.
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