When I was 8 years old, my mother drove me to the town, took me to the counter, and asked the header to set up my first bank account. It is in my local credit cooperative, which is called “Fat Cat Youth Account”.
I remember this very much, because I have always been obsessed with cats, and getting your first bank account may be one of the critical moments you insist in your life. It has a booklet to track my balance. Every time I enter the bank, the tellers will check my booklet based on their records and “mark my work” to teach me information about fund management when I am young. Essence I am an excellent student; in case someone wants to know.
Thirty -three years later, I still contacted this credit cooperative. I have the same member number in my life. I remember this number, but I didn’t actually remember my sins without searching. I don’t know the year when my parents were born. When I fractured T6 vertebral bone in a horse -riding accident, I didn’t know how old I was. I don’t remember which year I moved to Scotland, without having to think hard and do some finger math.
But I immediately remember the number of members of me and credit cooperatives since I was 8 years old.
Today, I read another article on a brokerage forum that bleeds the view of “where is loyalty?”
Why is the bank familiar
For most of our customers, they all know their banks in their lives. Their relationship has spanned for more than 20 years. Through their first salary deposit, the birth of the first child, Covid and they do not have enough time to pay insurance fees.
My first credit card was a student visa card for credit cooperatives, and her mother signed the $ 500 limit. My first car loan (on 91’chev) is on my credit cooperative, and they make a dream happen to part -time work at the age of 16. In retrospect, this is too much for me. They may restrict my dream. Therefore, after I cultivate her to the concrete wall, they are far away, and they are tortured by countless overshoot and complete body. I am too. Quickly.
in short. Where is the loyalty? Maybe with their banks.
Let’s consider the relationship between customers and you.
Their real estate agent or their friends/family refer to you to them, followed by a certain degree of trust. They talked to you about half an hour. They sent you a file; you spent an hour on their pre -approval standards. You conducted a follow -up call with them, where you discussed the 40 -minute option, and then you may send one or two emails.
Maybe you followed up. Maybe you have encountered more scenes. Maybe you check for six months every few weeks, and their credit limit has fixed or saved their down payment. Overall, you have a few calls and emails, maybe 3-5 hours.
So why do we step on and curse when they told us that they call the bank so quickly? Or is it called another agent? They do not owe us loyalty. We are a service provider. We are engaged in our work. Customers are trying to find ourselves. We all need to stop such individuals.
Loyalty does not owe-it is established
Or, very personal. Not at the forefront of “you have been mild” (because you do not), but to use it as an opportunity to improve. If you lose all potential customers to other agents or banks, then ask yourself: Are you doing enough work to build trust with customers?
Of course, sometimes we just lose. Yes, in some cities, markets and culture, this is more common than other cities. However, we usually lose, because we are not done enough to instill confidence and build trust or setting expectations. We should never expect that we have the right to just call us just because we have spent a few hours working on their documents. First of all, assume that you have never owned it, not that you have trust, but to work every minute of the file to win their business.
Customers have never lost, but they must be your victory. Before the document funding, W will not be celebrated.
If they call, there is a difference between trust
I received a lot of “second opinion” calls in the business. The client called me to tell me what they approved with another agent or bank to see it is a good product, a good lender, and the good tax rate is still correct.
In most cases, I sent them back to their agents or banks to recognize them better. However, I picked up the file from time to time, and we moved in a completely different direction. I received these calls because their banks or agents called them and did not answer them. Or, when they are confused, they do not answer their questions, and they do not understand why they are not their expectations in some products or their approval.
The same thing as all of these telephones is that customers do not trust their agents or bank representatives. If your client is asking other opinions, it is because you have not done anything necessary to win this trust. This is not a question of loyalty.
Is your process for you or your customer?
Look at your process; at the entire performance stage, do you have been subscribing to more documents with customers at nickel and nickel instead of asking all documents in advance? Is it difficult for you to master it when they have doubts? Have you explained their choices and chose the lenders with them, or did they choose the lender for them? Do you set expectations and keep updating at the turnover time? Before submitting to the lending party, do you talk about the rate and monthly cost? Is it difficult to book a meeting with you? Do you pass the file to the assistant to follow up? Do we use AI to write all emails?
Our processes and systems can betray us in various ways, especially when we implement the structure of only as agents. Usually, we are very focused on simplifying the workload for ourselves or our employees, so that we ignore the process of the process for customers. However, when we establish a customer journey/process for customers, this is a place for trust and customers.
Turns for 2024 shows to us that customers are more cautious than ever.
Beyond the price: What customers really value
The current mortgage loans are more expensive than ever before, house prices continue to rise, and interest rates are still higher than the average level. The cost of grocery, holidays, after -class care, and the cost of fitness shoes and hockey camps is the same. It seems that the only thing that has not risen is wages, at least not proportional. When the toast began to be pinched, the interest rate of 0.01 % seemed important.
However, we see that customers choose better quality products instead of cost. Yes, everything is equal to the agent channel approval with the branch agency of the same loan party. In many cases, this is just an opportunity to renew their contract. But I often let customers choose to mortgage products at a higher speed, rather than the discount rate of products that are suitable for their needs.
Just last week, I allowed customers to choose higher interest rates to ensure that they can get fast approval suitable for two days of COF, so that they can win the bid of the house. The rate is okay. It is the most important factor to get the desired house with fast and efficient services.
There are reasons for us to not drive the same vehicles or live in the same type of houses. Why do some people like Condo Living and others prefer this country.
A long time ago, I learned that cheap sofas need to be replaced faster. In the long run, I did not really save money. I choose to pay more for my tires, so they need more kilometers. High -quality mattresses are better for my overall health. I chose a more expensive vehicle for quality and safety (obviously because it looks cool; I drive this car responsibly responsibly). And I bought Kaf for dinner instead of an unknown brand Mac’n ‘cheese. Customers also know these things, and they make the same decision every day.
In the mortgage loan, the name of the game is now flexible, and the best product we provide is flexibility. Sometimes, our customers only need to remind you that if you need it, you can get them to get the Wal Mart mortgage loan, or you can provide them with all -round service mortgage loans that meet their needs and provide the flexibility they want. The pricing of these things may not be the same, but you always get the fee you pay. Perhaps by explaining differences, as part of the new customer -driven process, you will get the trust of the customer.
Who knows that in this era of online banking, you may consolidate your memory, because one of their key moments in their lives, their own fat cats may even make you loyal.
Public opinion articles and internal expressions are the viewers of their respective contributors, and they do not necessarily represent the viewers and their branches.
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The agent reminds customers loyalty to Jill Musselin mortgage loan agent opinion
Last modification: February 2, 2025
