By Brian Sacks
My guess is that you were probably trained to always return your phone calls immediately, and that you should be available 24 hours per day, seven days a week, to succeed as an originator.
Am I right?
I know that’s how I was trained many years ago. In fact, it was so long ago that I had a pager and always carried around a roll of quarters, so I could use a pay phone to return calls.
Also, you were told to be seen as an expert, right?
Maybe more than all other trainers or originators, I have preached the idea of being an expert by picking a niche and letting everyone know about it. But here is the problem: Experts never return calls in the evenings or weekends.
They never return them immediately either. Usually they have a secretary or assistant that handles these tasks for them. I realize you and I probably don’t have that luxury--but please pay attention because your actions send messages.
Think about your accountant, attorney, doctor, dentist or any other professional that you go to. They aren't immediately available to clients. So, let’s discuss what not to do and why:
- Being accessible 24/7/365:
First, this will lead you to be burnt out and feeling grumpy. You need set hours people can reach you. If you feel that you must be available like a Seven Eleven than you have a lead generation and conversion problem to fix. - Immediately returning all calls:
When you pick up the phone the second it rings you are subconsciously telegraphing that you are desperate. Busy people never pick up the phone the minute it rings. Please don’t think that means giving bad service. It doesn’t.
You should return all calls within a reasonable time frame, an hour or less, but it’s a good idea to keep people waiting and have, at the very least, the appearance of being busy.
The other issue with answering calls, immediately, is that you rush people off the phone, and they notice that. Most don’t appreciate it and will often go elsewhere. Sometimes, this rush might also cause you to forget important facts or miss certain issues critical to the loan approval.
If you are trying to be seen as the mortgage expert in your local city, which I highly encourage, then you must first start acting like an expert would. If your business is not quite where you need it to be, then I know this will be difficult.
But it’s more important to do when you are slow because your positioning with your clients, prospects and referral sources is critical to your success. Next time the phone rings, let it go to voicemail.
Oh, and speaking of voice mail, it would be a great idea to let people know the hours and days you are available on your message, so you can set expectations, boundaries--and your status as the expert.
About the Author
Brian Sacks, is a national mortgage expert with Homebridge Financial Services Inc. in Owings Mills, Md. During his 30 year career, he has closed 8,000 loans in excess of 1 billion. You can learn more about his new book, “48 Proven Ways To Immediately Grow Your Production” at https://48waysbook.com/special.
