Last week we spoke about smiling and how important the way you feel determines the success of your sales efforts. I told you about a little trick I use - a mirror - and using it because they way you look is the way you sound on the phone. If you look grumpy than you probably sound grumpy on the phone. No one wants to do business with someone who is grumpy.
This week I want to continue talking about what your customer experiences when they do business with you. We'll continue with "what are they listening to?" I can't tell you how many times I have called one of my members and been put on hold.
There is nothing unusual there. But what I listen to on hold often horrifies me. With some I am not listening to anything. Just white noise. This makes a 30-second wait feel like three minutes.
Some members have gone to the next level and have music from the radio piped in. That's much better than just listening to nothing. One day while waiting on hold for a client I listened to some great music. I forgot that I was even waiting for someone.
But then it happened. The song I was listening to ended and the DJ came on. He was talking about what a great time it was to buy a home or even refinance. Then he went on to discuss how he had used this same company and what a great job they did. Problem was that it was not my client's company but a competitor's. The same thing has happened with ads playing for competitors on the radio all the time.
So what should you do about what your callers listen to?
The one thing you should want your prospects to hear are stories from your past satisfied clients. Or, how about a new program you have to offer. The resource I use for this is at www.loanofficerformula.com/ag
Don't worry - I won't leave you hanging here. Here is the mechanics of it all.
When you close a loan ask your clients to call a toll-free number, then give them a cheat sheet that tells them to state their name, what their mortgage issue/challenge was and how you were able to help them. Or how about getting some Realtors to call in and leave a short message about the great experience he/she had on your last deal. Then take that recording off the system and use it for you on hold message.
Few things here before we wrap this one up.
First: You are much more likely to get a call in testimonial than a written one. Think about it for yourself; would you rather write a letter or leave a message. You can also use this tool (www.loanofficerformula.com/ag) for other creative uses.
Now stop reading. Pick up your cell phone, call your office and listen to what your clients and prospects listen to. Then get the tool I use www.loanofficerformula.com/ag and start letting your past satisfied clients help you convert your new prospects to clients.
Brian Sacks is the CEO of
