Everything from business school studies to shampoo commercials has relentlessly pounded the value of a first impression into our collective heads. Nobel Laureate Daniel Kahneman related how Americans elected Warren Harding as President on the strength of his square jaw and height, proving the value of a first impression.
Whether you are a loan officer or mortgage broker, you’ve dealt with your fair share of hiccups throughout the mortgage financing process. While these challenges are par for the course for you, your clients often have a different perspective. Most homebuyers don’t fully understand the mortgage process and can be overwhelmed by how much it entails. Ensuring a positive client experience is all about managing expectations. Most importantly, it’s just good business. In fact, mortgage servicers that invest strategically in the customer experience not only recapture that investment, but can also increase profits and raise customer satisfaction. Here are 6 easy and effective ways to manage client expectations during the home financing process.
Gone are the days when independent contractors are routinely booked a solid 6 months out. Not only is the market saturated with contractors and home remodeling businesses, but when homeowners finally decide to make a move on their remodeling projects, they expect them to be done ASAP. Managing this type of business flow can be tricky for small businesses because it requires a steady stream of projects in order to keep your profits rolling in. In addition, your long, laborious days on-site can leave little time for your marketing efforts. In fact, 47% of small business owners handle marketing efforts on their own. So, simple, affordable strategies are key. Fortunately, successful marketing isn’t about working harder it’s about working smarter. Here are some affordable and effective marketing strategies to help boost your home remodeling business...
When call center staff training begins, a variety of issues are brought into play. How to deliver the best customer service, how to sound like you're smiling on a phone call, how to deliver bad news when it needs to be delivered, and so on. One point that often isn't considered is the point of accents. As it turns out, call center and voice recording accents have a bigger effect than expected.
In law school you spend countless hours studying case law and legal theory, but very little (if any) time learning the ins and outs of running a successful law firm. While the counsel you provide is vital to building your law business, your client relations are essential to your continued success.
Tax season offers the perfect opportunity to connect with your current clients and gain new business. However, capitalizing on this momentum requires effort and resources, which can be challenging for independent CPAs and small accounting firms. If you want to create a service experience that builds client loyalty and generates referrals, you need to ensure that each client leaves your office feeling confident in your expertise and satisfied with the service you provide.
Working long hours with limited staff, can make it difficult to maintain this level of service (especially during the tax season peak in March and April), but it is possible! With some pre-planning and creative solutions, you can maintain excellent client service during the 2018 tax season rush.
While it's easy to hear about how valuable customer experience is, sometimes it just seems like random business-blog talk. Looking at the numbers, though, makes the idea of putting out the best business experience take on new life. One way to ensure the optimal experience is to personalize it to each customer.
You’ve already created a dynamic website, maximized your SEO potential, and built a strong social media presence. Unfortunately, so has the competition. So, how do you maintain your positive momentum in the competitive IT market? What do you need to do to differentiate yourself from the rest of the pack? The key is strategy. IT industry leaders don’t achieve that status by chance. It takes a solid foundation and innovation to stay on top, and here are a few of the tools you need to get started…
Nothing's quite so jarring to the customer as a business that talks out of both sides of its mouth. The “but he said” phenomenon is a sure interest-killer for customers as they try to puzzle out just what your business means, and then decides to go somewhere where it's clearer. Keeping the business on message is a tall order these days, and a unified voice messaging system can go a long way.
Being on hold is never fun. It's often necessary, as businesses need time to find answers to questions and otherwise help customers. Determining how best to leave your customers on hold, however, can mean the difference between customers kept and lost. Using a "message on hold" can improve customer responses and ultimately keep customers from hanging up and going elsewhere.
