We all want to receive repeat business from our past customers, but our efforts to stay in touch with our database may often be ignored. How should we advertise ourselves for our benefit and the benefit of our clients? Is being a jack-of-all-trades actually good for our business? Why is excellent customer service the biggest lead generator, and how can we deliver it? On this episode, Tim Braheem talks about the steps we should take to create a business that can deliver excellent customer service.

Do you want to be known as "always available", or do you want to be known as "worth waiting for"? -Tim Braheem

 

Resources

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Three Things We Learned From This Episode

1. Advertising ourselves as constantly available only sets us up for failure (10:00-11:32)

Being available non-stop isn’t a good differentiator. It takes a toll on our health and makes us appear desperate for business. Instead, we should focus on providing a customer experience worth waiting for.

 

1. Being the core of our business prevents us from scaling  (12:00-14:00)

Ego can sometimes make us believe we should be the core of the business, but this negatively impacts our capacity to scale in the long-term. We can only do so much by ourselves. Though it may seem like a additional cost, outsourcing can actually “save” us money by giving us more time to focus on high-value activities.

1. Excellent customer service is the biggest lead generator (25:40-27:17)

Every loan should generate business on its own because of how easy we make the lives of our agents and clients. We have to find ways to make it so easy for our clients that we become the standard for excellent customer service. No amount of advertising can beat the repeat business and referrals gained from people who already know, like, and trust us.

Hiring our own processor is one of the first steps we should take towards scaling our business and delivering an excellent customer experience. Sharing a processor isn’t a good option because there’s less time for them to work with your clients. A shared processor ends up doing an average job for everyone and an excellent one for none. When we get a good processor working only on our business, we increase our chances of delivering a better experience and making the process painless. As a result, our chances of getting repeat business and referrals greatly increases.