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UNIQUE CUSTOMERS
Seniors don’t like surprises. They also base buying decisions largely on the likeability and trustworthiness of the person they are buying from. First impressions are everything with this particular customer set and their families. The more comfortable you make your clients feel, the more successful you’ll be helping them obtain a reverse mortgage. Some helpful tips offered by the National Reverse Mortgage Lenders Association include:
• Be sure to have a live person answer your phones
• Treat your client as you would a parent or grandparent
• Answer your phone with a smile
• Get to know your client
• Be a good communicator; the reverse mortgage sells itself
• Train office staff to truly understand the reverse mortgage
• “Sell” your office staff, let the client know they can be trusted
• Make yourself clearly understood
• Get rid of your job title
• Let them know if you’re running late
• Hold the client’s hand
• Set realistic closing deadlines
• Don’t use mortgage lingo
• Attend the closing
• Get valuable feedback through follow-up communications
Many of these same tips apply to our staff as well. Our staff truly understands this unique type of customer. |