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Who's Who: Introducing Your Support Team!
How would you like a way to easily introduce your support team?
Written By: Karen Deis
Regardless if you have a “team” working for you, you are a loan officer whose processor and closing coordinator works with other originators in your office or you work out of your home office (and your support staff is in another location), here’s an effective way to introduce the people who will be involved in the loan transaction.
Familiarity Builds Trust
I used this “Who’s Who At Cornerstone Mortgage” (name of my mortgage company) handout for over 15 years and I swear that this simple introduction and job description handout eliminated at least 50 percent of my phone calls. I was able to spend time doing what I needed to do most—implementing lead-generation marketing and taking loan applications. After all, that’s the ONLY way you make money, right?
At every loan application, my clients received a flyer with the names, pictures and a general job description of what each staff member does and how to contact them directly.
When you read the SAMPLE handout there are certain things to keep in mind—especially when writing your own descriptions.
The word “you” is used as many times as possible.
(YOU is the most important word to incorporate in your text--
It's personal without having to mention their name.)
Use “common” analogies and stay away from mortgage terms.
(They won’t understand if you use technical words in the flyer.)
We “warned” that we might need more documents.
(While we want everything to go smoothly, it won’t--so
prepare your client for that possibility.)
The loan officer is the LAST person to be mentioned.
(You want them to call your staff first—you are the person of last resort.)
Don’t get TOO detailed.
(No need to provide a detailed job description or length of time in the mortgage business. It’s already assumed that you have a competent staff.)
Always include pictures.
(A picture of each staff member creates familiarity and community.)
Include an extra space to add other people who might be involved.
(Leave a space to write in the real estate agent or builder's name and phone number. You want the client to refer to this flyer regularly.)
You need your staff’s buy-in! I suggest that you, the loan officer, write the staff descriptions and ask each person to review it—for two reasons! The first one being that the information is correct! But the second, more important reason is that THEY know what the client is being told and what’s expected of them.
Here’s the sample Who’s Who Handout:
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