Patty Williamson
Referral Trigger Responses
When working with first time clients in my industry most of the time that means they have never bought a home or obtained a mortgage before. I make sure to explain the mortgage process by acknowleding there are a lot of moving parts which also invoolves a lot of documentation needed to purchase a home. They may feel overwhelmed at times and that's ok, I am here to walk them through each step of the loan process and help them acheive their goal of owning a home with limited stress. I also make sure to go over the dos and don'ts during the loan process. For example, do pay your bills on time, do continue working at your job, don't take out any new debt, don't make any large purchases, don't quit your job or change jobs without talking to me first. I want to be a resource for them through out the entire process and even after they have moved into their home.
What To Do To Get Referrals: Leadership | 2nds
If a client is in your office every week, you only confirm when something has changed.
First-time clients and those who see you less frequently need more.
What are you extremely careful to clarify, about your process and purpose, with first time clients?
Do other people in you company cover that information too?
One of the main tools I use when first talking with a client is "What are your goals with this purchase/refinance/etc? " Some clients are looking to purchase their first home and the goal is to keep their payment as low as possible with as little down, where others may be to get the lowest rate and be willing to put more down. For example, my client, Brian, was purchasing his first home and said he wanted to put 20% down. After talking with him further his real goal was to see what would reduce his payment more, a larger down payment or buying his rate down. We found after running several scenarios that in his situation putting 12% down and using a portion of his money to buy down the rate made a bigger impact on his payment and helped him keep his payment where it needed to be for his overall budget. Having those conversations with my clients and helping them acheive their goals is what I call a successful transaction.
What To Say To Get Referrals: Golden Card | Tools
Imagine starting to bake your favorite banana bread recipe. You’ll begin with a pan to bake it in. The pan is a tool.
What tool do you use to learn the result a client wants?
- It is a question?
- An application?
- A story?
Share your referral tool.
When referring Sean Johnsen to one of my clients, I would let them know that Sean is an expert at assisting small businesses, making sure they have the proper insurance to cover all aspects of their business. Sean is an insurance agent they know they can reach when he is needed. He answers his phone when called and if you miss him, he will call you back the same day! He will help advise them on the coverage they need and take the time to explain how the coverage will protect them. Sean is the person you want on your team to help make sure your business continues running smoothly even in those unexpected situations.
What To Do To Give Referrals: INTROMinutes
INTROMinutes and referral introductions are the same – they’re about a Team Member.
Count three to your left. Imagine you’re introducing this Member to your favorite client.
What would you tell your client to transfer the credibility they’ve built with you?
The most recent referral I passed was to Nick Jones who holds the PNC seat at our table. Once a borrower is under contract one of the first things I tell them they need to do is decide on homeowners insurance. Most borrowers currently have either renters or car insurance and plan to talk with their current insurance company. I always suggest that now is the time to shop for insurance to make sure they are getting the best coverage and the best premium. I let them know that since Nick is an independent agent he is able to do the shopping for them saving them valuable time. I was able to do a 3-way email to introduce Nick to my clients.
What To Do To Give Referrals: One-Third Give
Our purpose is to give referrals. Referral opportunities happen in context. Share the context for the most recent referral you gave:
- Was there a requirement before you could do your work for the client?
- Were you complete, the client ready for the next stage?
- Had you referred to them before, and they asked if you knew . . .?
When working with my clients, whether they are looking to purchase a home or do a refinance of their current home, I take time to really listen to what their goals are for the transaction. Some clients are looking to purchase a home and their goal is to stay within a specific price rance monthly. They may qualify for a home that would put their monthly payment higher than their goal payment so I will let them know their maximium purchase price and then tell them in order to stay within the payment range they requested they need to look at this price range. In addition to being a good listener I am a good communicator. I feel like one of the most important parts of my job is to communicate with my client through-out the entire process. I not only communitcate with my client but also with the real estate agents involved. If you refer someone to be rest assured I will help them acheive their goals for the transaction and keep them informed through-out the entire process.
