The power of communication is easily underestimated.

How do you communicate something to a client can produce four possible outcomes:

1. A very unhappy client

2. A client that is indifferent

3. A satisfied client

4. A raving fan that sends you lots of referrals.

Often, we think that if we have lots of great news to tell clients, our clients will be happy. But if we have bad news, they will be unhappy. More often than not it's how you communicate not what you communicate that determines which category your client ends up in.

This is why it's critically important that you craft a few (probably not more than 10) template emails which are consistently used by everyone in your business.

After reading an email from your business your aim should be to ensure that the client feels:

· happy,

· looked after,

· cared for,

· important and

· valued.

Templates that you need to have in place to cover:

· annual review / interest rate review - positive and not

· low valuation

· loan approval or decline

· lower borrowing capacity than expected

· delays in application.

Tips for drafting templates:

· Remind them of your core values i.e. we care and are here to help

· communicate what work is involved

· empathise with how the client feels and tell them you feel the same

· tell them why it's a great outcome

· sell a future solution (i.e. its okay for no but we'll revalue in 12 months' time)

· always remind them of what you have done in the past

In this podcast episode I discuss how to craft template emails and I share an example of what he uses in his business for an interest rate review.

In March 2019 I will open enrolments for my course which shares all the systems that I use in my business including all templates, emails, report, scripts and so on. I only run this course once per year.