The average loan professional is around 50 years old, and it can be difficult to connect with clients of younger generations. What do millenials value the most? What type of communication do they prefer? How can we build trust with them? In this episode, Kristin Messerli talks about how to attract clients from a younger customer base.

 

Millenials and Gen Z are more likely to work with a company that identifies with a cause. -Kristin Messerli

 

Resources

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Three Things We Learned From This Episode

 

1. Millennials value transparency and education (02:30- 03:30)

We can get better at attracting a younger customer base by being transparent and focusing on education rather than sales pitches. Millenials are very skeptical of sales people, and the only way we can convince them to work with us is by focusing less on selling and more on helping them out.

 

1. Utilize texting and video messages (06:20-07:38)

Millenials are more comfortable answering texts as opposed to picking up the phone. But when it comes to big purchases, texting alone isn’t enough to build trust and make them feel good about working with us. Video responses are a great way to build the connection that’s missing from texting without forcing people to go to our office.

 

1. Trust is the deciding factor (10:00-13:12)

There’s always someone cheaper or more productive than us, but when it comes to a big purchase, trust is what wins the deal. When it comes to millennials, they prefer professionals who are active on social media and authentic in their communication.

 

The younger generations value transparency and education. They prefer companies who not only deliver good service, but also have a cause that they can identify with. If we want to succeed at attracting a younger customer base, we have to be more involved in the local community. We also need to stay active on social media, as Millenials are most likely to make contact with us on a social media platform.

 

Guest Bio-
Kristin Messerli is a national speaker and founder of Cultural Outreach where she helps businesses reach a younger and more diverse customer base. She has over 13 years of experience working with multicultural businesses and has spoken at over 100 conferences, including at the Mortgage Bankers Association and the American Bar Association.