How to Ensure Repeat Business w/Marc Demetriou
A significant percentage of business comes from past clients, so it’s important to give them 5-star service the first time around. What little details can make all the difference in a client’s experience? How often should you check in with your clients? When a lead comes in, you have to solidify the relationship quickly. -Marc Demetriou Three Things We Learned From This Episode Respond immediately (05:38- 06:38) Make sure you or your team are always ready to answer a client as soon as they contact you. A lag time of just 20 minutes could mean a deal goes to another mortgage professional. Solidify your relationships as soon as possible, so you don’t miss out on anything. Remember your personal touches (07:53- 08:46) A great way to give your clients 5-star service is by checking in with them every step of the way. Even as the deal is approved or as it closes, be sure to ask for feedback. Doing this ensures the client has a great memory of your service, and makes them more likely to give a glowing recommendation. Know your numbers (16:12- 17:01) It’s vital to know how many hours you work, and how much you charge for each of those. If you’re doing work that’s way below your pay grade, you shouldn’t be doing it. Once you’ve identified these activities, you’ll know what needs to be outsourced to others. The mortgage industry offers great opportunities for repeat business, so making a good impression is always imperative. Make sure you’re dependable and easy to reach, and offer personal touches throughout the process. As a loan officer, you have the expertise clients are looking for. Make sure they know you’re the right choice. Guest Bio- Marc Demetriou is a branch manager at Residential Home Funding Corp. and decade-long President’s Club member. He is a licensed mortgage banker/broker in NJ, NY, CT, PA, SC, GA & FL. Marc consistently ranks in the top 1% of mortgage originators in the U.S., according to leading industry sources Origination News, Mortgage Executive and Scotsman Guide. In his home state of New Jersey, he has been featured in NJBIZ's "40 Under 40", and is called upon frequently by the real estate, finance, accounting and legal communities as a trusted expert and speaker. Additionally, Marc is a certified and licensed instructor, offering continuing education credits to accountants, realtors and financial planners. Marc has been a keynote presenter at the Mastermind Summit, the mortgage industry's leading annual conference, along with world-renowned motivational speaker Tony Robbins, and successful businesswoman and ABC-TV Shark Tank investor Barbara Corcoran. He was also co-host of WVNJ's popular The Real Estate and Money Show. National recognitions include being named to National Mortgage Professionals' 2017 selection of "Top Most Connected Mortgage Professionals" in the U.S. Marc also ranked among Mortgage Professional America's "Hot 100" in 2018, 2017 & 2016, and received a Five Star Mortgage Professional award for superior customer service and professionalism in 2017.