THE ONE THING-- Mortgage Coach Series(ZT)

It seems everyone wants the "magic bullet." They want the "one thing" that will propel sales to unbelievable levels! Most people are hoping the "one thing" will quickly change their lack of production to a sea of opportunity. In my training classes, I have always been reluctant to ever give an idea or concept that, by itself, would produce fantastic results. Well, I have changed my mind! In this article, I am going to give the "one thing" that, if practiced on a constant basis, will not only change your business but, at the same time, transform your life in ways you could never imagine. 

What is the "one thing?" Well, it is fairly simple to implement, can be practiced on a daily basis, and gains very fast results. It costs very little, but the effects of the "one thing" have a multiplier effect in that once practiced, it begins a chain reaction of events that cannot be measured in just money or time. I have seen the "one thing" change the lives of people and most certainly the attitude of people for the better. Are you ready? The "one thing" can best be expressed in a very short sentence: Enhance the lives of others. If you are disappointed in the answer, then you are probably not practicing this magical formula and therefore have little understanding of its power. If you do practice it, you know its power. 

Many loan officers give quality service and are friendly with the applicant. Many loan officers assist Realtors by quickly closing loans with little hassle. Few loan officers enhance the lives of people by adding the special touch of truly caring. One loan officer whom I coach closed a loan for a young couple on a tight budget. Wanting to make their new home experience special, she cooked their first meal and personally delivered it! She also brought a housewarming gift and a personal "thank you" for being one of her valued clients. Within weeks, the couple sent two of their friends to the loan officer and she closed both of their loans. This person enhanced the lives of the young couple and delivered "unexpected value." Enhancing the lives of others means going the extra mile in expressing your care and concern. It also means knowing what is important to clients and prospects through "value" questions. Value questions dig deep and attempt to discover the things that are most important to people. 

Here are a few examples of value questions in the loan process:  

"Tell me about your last mortgage experience? What was most important to you and what would you have changed?" 

"What are your greatest concerns as we go through this process?" 

"How would you like me to communicate with you as we move forward?" 

"What is the single most important thing to you as we go through this process?" 

Once your clients or prospects answer these questions, they have given you the road map to guide them through an experience that will enhance their lives. Helping people revolves around two important areas:

1.  Understanding what is important to the prospects or clients and delivering!

2.  Enhancing their experience through the unexpected!

In the first mortgage office I managed, we always gave our clients a one-year subscription to "Home & Garden" magazine.  (Be sure to ask for your clients' permission first since people who are on a magazine mailing list often have their names sold to other magazine lists). It cost us very little but the clients were always appreciative when we told them to expect their first issue in about six weeks. It also gave us a reason to follow-up to be sure they received their first issue. Many opportunities to work with their friends and relatives came from this simple follow-up call and the simple act of caring enough to do something special. 

Practice the mentality that your purpose for being on this crazy planet is to help people and to enhance their lives in some way. The poet William Wordsworth wrote, "The best portion of a good man's life is his little, nameless, unremembered acts of kindness and of love." That really says it all!