Communication is the behavior that defines my business as a Mortgage Loan Originator. Buying a home can be exciting, but it can also be stressful and confusing. I believe my clients deserve consistent updates and clear answers throughout the process.

For me, communication means being proactive—keeping clients, Realtors, and partners informed from pre-approval to closing. Even when there isn’t a big update, I make sure people know where things stand.

Strong communication builds trust, reduces anxiety, and helps avoid surprises. It shows my clients that they have someone guiding them every step of the way. When someone refers a client to me, they can be confident that person will be informed, supported, and well taken care of throughout their home financing journey.

Responsiveness: If I don't respond, assume I'm dead.  (Or, maybe my tech is, and reach out again!)

• This does not mean I prioritize urgent over important. 
  The person I'm speaking with right now is always my priority.
  I don't interrupt the person I'm with to check a text or to answer the phone.

Years ago Phil Pennartz invited me to lunch at his club. (That means he paid.) Over dessert (Phil always ordered dessert. His maxim was "It's a good life if you weaken.") he said "Wendy, you have a reputation for not returning your phone calls. If you don't change that you are not going to have a business." So I put systems in place, and now I'm good at returning calls. Even when I think the conversation will be difficult. Especially when I think the conversation will be difficult. 

I'm always going to respond.

For me it's a combination of all 3. Part of my preparation is getting to know them and their risk tolerance.  Are they young and aggressive or older and ready to start taking income out of their investments.  Then communicating that back to them to verify that we are heading down the right path.  I also will follow up with them annually, or more often if they need it, to make sure we are still on track.  Although timing the market is not something I would do, we do look at trends and make sure we are prepared if, say, we are within a couple of years before they retire and need to make adjustments to their portfolio.

Timeliness is a behavior that is very critical to my business and to clients. The ability to provide clients solutions to their insurance concerns and needs within a reasonal time limit is essential to the survival our my business. When customers contact me about a product,  they already have an idea of what they want and my  job is to make their idea a reality. A reasonable time frame I strive for is not later than one business day.

In my business, communication is key.  I feel that half of my job is educating people as to what ingredients/additives/chemicals to avoid and how to recognize them.  They are often hidden on the label or called by other names.  I ask a lot of questions as well to find out what issues clients are facing and what outcome they are looking for.  I help them map out a plan and walk them through getting started on their journey to better health.

My behavior is Attention.
Giving my attention means that I am being present with the client and they have my undivided attention. They feel that connection, and I truly believe that is something that lasts.

Timeliness is one of mine. I believe in the saying "under promise and over deliver" When I tell my clients I will complete their tax return by a specific day/date, I usually have it done one ore more days prior to that day/date. If I cannot do as promised I get back to them ahead and time, apologize, tell them why I cannot meet my initial due date and provide a new due date.