Sunday, January 18, 2009

Weekly poll resuts for January 18th

The question of this weeks poll was Whats more imporant when getting a mortgage?

The results were as follows:
100% of respondents said good customer service was most important to them even above interest rates and payments.

This should be a wake up call for anyone in the mortgage industry. The days of taking applications and treating people like a number should be OVER. Mortgage companies MUST focus on the individual clients, their needs, their desires, their goals, and take on a more consultatative approach to how they manage their clients.

Now that the industry has shed all of the programs that were once available there is really nothing left for a mortgage company to offer other than local customer service. This should be the focus of all companies left in the game. Not that we have their attention but if we did we would be screaming it from the mountain tops... PROVIDE GOOD CUSTOMER SERVICE TO YOUR CLIENTS!