I remember in the glory days of the mortgage refinance boom client communications was a huge focus. You had to constantly communicate and educate your clients to keep them from being sniped by a competitor pitching a lower payment or exotic product. Yesterday, I caught a glimpse of something that shows me those days are back, but for different reasons.
Mortgages are harder than ever to get. Even if you are qualified the queue is long and painful. This is causing enormous anxiety in your customers. Anxiety that can make them wander.
Here is the Twitter message I saw:
Why is this message so important? Well, first you should be following pros like @mortgagereports and reading their blogs because they will make you more successful. But, second and most important here is that Dan Green is showing the masterful art of client communications and setting expectations.
I think it was Dan himself that once told me, “clients are always in a panic.” Isn’t this true?
Think about your current sales pipeline. You have someone trying to jump in on the low rate, fighting to get refinanced before they are hit with a potential lay-off, needing to sell a home to take a new job. This market is full of panic and anxiety. Unfortunately, this can trigger bad wandering client behavior–for you and them.
Social media makes a very scaleable way to keep those panicked and anxious clients informed and set their expectation for the process. Foreshadowing the sales process is critical in keeping customer happy even in tough sales cycles.
I have seen several great examples of how Realtors and mortgage brokers are using social networks and social media statuses to set expectations and keep clients informed.
What are you doing to communicate with your clients in this tough market? Comments, please.
Here is one suggestion:
Tom Vanderwell is another good mortgage loan officer to follow and read for great client communications.
Share your ideas on client communication strategies with the Lenderama community by commenting below. I can’t wait to hear what makes you successful.
Related articles by Zemanta
- Social CRM and Social Selling-You’d Better Learn It! (bettercloser.com)
- Social Selling, Building a Sales Process for a Web 2.0 World (bettercloser.com)
- Seven Most Important Blog Lessons Series – Lesson Five: Be Social (pajamaprofessional.com)
- Twitter: Friend or Foe of Sales? (thecustomercollective.com)
![Reblog this post [with Zemanta]](http://img.zemanta.com/reblog_e.png?x-id=a959e525-778c-4bfe-ad4c-842a19036ddf)
Social networking giants like MySpace and Facebook often remind of swiss army knives. They’ve got all these nifty little gadgets on them that make you definitely want to own one, but nothing on there that actually performs their function as well as they should. Although we are still in an early stage of the social phenomenon, myspace, facebook etc. have inadvertently become the dinosaurs of the genre. The future belongs to sites like Linked In, techcrunch, eventorb etc, that have taken apart the swiss army knife and specialized on one piece or the other to perfect their functionality.
I’ve been using various Google Reader accts set up around particular niches. While the blog / Twitter / FB / social networking thing has many benefits that shouldn’t be ignored, sharing a few great articles through Google Reader a few times a week is an easy way to appear connected and in the know.
This is a great idea! Robert Scoble aka Scobleizer has been using a link blog (similar concept) very effectively to build “profitable” audiences for years. Giving value to a community is a great way to attract the customers you can serve best.
Mark has hit it on the head again. Articles that are timely and correct are a great way to get your name and service out there.
Mark Madsen got me hooked on Google Reader – and I haven’t cracked my Time Magazine since. I’d like to learn more about subscribing to other people’s Shared Items lists – right now, I’m just following you Mark. Such a powerful tool though – a game changer.
Social Media, Blogging, Twitter, Facebook are just a great way of getting specific messages out clearñy and effectively.
The current financial climate makes people really nervous and if they can be kept in the loop a the touch of a button, it can only be a benefit.
I’m really finding Twitter and my blog to be a great way to connect for news and clients. YouTube is great for posting virtual tours of your listings.