FEB 8, 2013

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Marketing Maven

How to Work With Both Introverts and Extroverts

FEB 8, 2013 3:01pm ET

Oftentimes, loan officers mistake “silence” on the other end of the phone as someone who is not interested in what you are saying. But it could be that you are talking with an introvert.
How do you know if you are dealing with an introvert or an extrovert client? Introversion doesn’t mean that your client is shy or uneducated. It means that they gain their energy from internal contemplation, centering and quiet time.
Extroversion does not mean that your client is bold and overbearing. It means they gain their energy from talking to other people.
So, as a mortgage loan officer, do you know the differences and do you know how to effectively “sell” to each type? Here are some ways to immediately know who you are dealing with and how your website can appeal to both.
Introverts think before they talk. Whether you are talking on the phone or face-to-face, silence means that you are talking with an introvert. Shut up and let them think. Wait until they say something first. This takes some discipline if you are an extrovert (and most loan officers are) because the tendency is to keep talking.
Extroverts talk to think—they ask questions, answer you and interrupt you. If you are a loan officer who is an introvert, you think they are being rude. In reality, they are trying to make a decision by “talking it through with you.”
Books are written for introverts. Audio books are recorded for extroverts. Your website should have lots of reports and white papers for your introvert clients to download. Your website should have audio and video tips for the extroverts.
Sure, as a loan officer, you can be a combination of both. However one is dominant and conscious while the other is subordinate and subconscious. Most people can “control” their personality tendency, depending upon the “social” situations. For example, you might like to attend Realtor functions, but after it’s over, you go back to your office and “reflect” upon the conversations you had and what you learned.
But how do you know if you have introvert or extrovert tendencies? There are some clues.
When introverts get stuck or need to get something done, they close the door, turn off the radio, take the phone off the hook and think. They prefer to work alone and only after they have formulated a plan, will they share it and get other opinions.
When extroverts get stuck, they start conversations. They pick up the phone and call their friends asking for their opinions. They keep talking, participating in blogs. They get everyone’s opinion first and then formulate a plan.
Can introverts and extroverts get along with each other? Absolutely! But the first steps is being aware of the differences and respecting your clients, your real estate agents, your staff’s unique way of thinking and making decisions.
Oh, a couple more things you need to know—if you make friends with an introvert, count on being friends with them for a very long time. While they might not have a huge circle of friends, they keep the ones they have. Extroverts usually have lots of friends, but it’s easier for them to break relationships and get rid of unwanted friends.

Comments (1)
As always Karen, you share wonderful ideas and suggestions. As an LO we need to be like a mirror of our clients, it makes them feel comfortable. Ask a couple of "get to know you questions" after all people like talking about themselves. Learn quickly, within the first couple of minutes, to distinguish personality types (introvert or extrovert). Introverts are initially more quite, need more time to warm up and need more patients. Extroverts on the other hand start talking and become friends with you right away. Learn these personalities quickly and the LO will do much better in their sealing the deal and closing the loan followed with referrals, if you ask for the referrals that is. Product knowledge is very important too, but not as important. Think about all of those dummies who are successful. Once again, great info. Karen.
Posted by GARY REIME | Tuesday, February 12 2013 at 4:25PM ET
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