What is satisfaction? Today it means being more than average. Their experience must measure beyond normalcy to truly progress to the Believer stage.
1. Deliver a Stress-Free Experience - Don't let things get into the eleventh hour. Collect missing doc's from the borrower without leaning on the agent for help. Remember, first impressions are eternal.
2. Attend the Closing - Contact the agent a few days prior to signing the closing documents and inform them you'll be attending. This shows your commitment to customer service and insuring that it's a smooth signing. And if it's your standard practice to show your appreciation by awarding a gift to the borrower, let the agent know so they don't show up empty handed or offer for them to reimburse you half of your expense.
3. Early Doc's - If you want a double-whammy, a delighted agent and an evangelistic escrow officer, deliver closing doc's early. In fact, deliver it by hand so you can meet the escrow officer in person.
4. The Wow Factor - Really want to "wow" the agent? Give them a referral. That's right - refer a buyer or seller.
What if you don't have any referrals? Here's a few fast ideas for getting one:
Garage Sales - Some students I convinced to go out on weekends and shop garage sales, validated my theory. If people are having one, it's because they need money (can you smell "refinance"?) or they're getting ready to sell.
Market your SOI - Contact your sphere of influence by phone and mail regularly to learn who might be buying or selling.
FSBO's - If you're shopping garage sales, pop by and visit the For Sale By Owners in the neighborhood. The worse thing that can happen is that they don't answer the door when the bell rings.
Of the four stages, satisfaction should be the most fun. There's nothing to lose since you don't have dozens of hours and hundreds of dollars spent on the relationship. And since it's the agent's first time experiencing your service, you can do the unexpected - like go beyond satisfaction.
Make it fun, stress-free and Wow 'em.
