Looking Through Your Clients Eyes

Written By: John Hoxsey
Certified Master Loan Processor (CMLP)

Henry Wadsworth Longfellow once said, “We judge ourselves by what we feel capable of doing; while others judge us by what we have already done.”

In the business world, if we are to be successful in dealing with our clients, we should realize that they all have their own agenda and perception of how things are. To them, their problems will be more important than yours, their faults ought to be overlooked, and their file should be more important than anyone else’s.

How do we navigate this minefield?


Relationship.

Relationship.

Relationship.

Too often we expect our loan officers to jump when we say jump, and we shove guidelines down their throats when things are coming undone. It is not just a loan that is falling apart. It is someone’s livelihood, ours included.

Our people skills are essential for success. Andrew Carnegie once paid Charles Schwab a salary of one million dollars per year simply because he got along with people.

John Rockefeller once said he would pay more for the ability to deal with people than any other ability.

Instead of being unsympathetic and cold, we should be doing all we can to help the loan officer understand why the guidelines are there. Give them some common sense ground with which to make a better decision in the future. We should lead not only with our work ethic; we should lead with our attitude.

When we do this, and we truly listen to our clients needs, we make a friend and a valuable ally in the office. We teach the man to fish instead of handing him a fish.

If we follow these guidelines, then we will have better communication, less fallout, and much less stress at work. Not only that, but if we listen to our clients long enough, and in sincerity, then we will soon be able to see through our clients eyes. We will start to care more deeply about not only our own well being, but the well being of our staff, and clients.

Remember - Your reputation is your business.

Happy processing!!

About the Writer. As one of NAMP's volunteer writers, John Hoxsey is currently a NAMP member in good standing and is a NAMP Certified Master Loan Processor (CMLP). If you would like to become a volunteer writer for NAMP, please email us at: blog@mortgageprocessor.org.