8 Keys to Customer Satisfaction

BusinessCOACH Radio Show Guest:
Russell D. Smith, Senior Mortgage Banker
Equity Services, A residential mortgage lender

WAAV Radio, 980 am, 10 to 11 am Wednesdays

Creating and implementing an effective and efficient system of delivering a service or product is one of three foundational steps in the Mastery Phase of Building a Better Business and a key to Customer satisfaction!

Russell Smith, Senior Mortgage Banker with Equity Services, a residential mortgage lender, has been in the mortgage business since 1994. He has always concentrated on providing unparalleled, innovative, friendly service at a great price. Russell and his team have built a huge network of referral partners that keep them busy.

Russell Smith has created a unique and effective system for an efficient mortgage process. His customers become raving fans – the professionals that work with him to process their mortgage remain impressed with his dedication to a trouble-free process. With his unique & efficient process, he is looking to make new relationships with professional Realtors, CPAs, and financial advisers. He asks for the opportunity to help them grow their business.

Russell - a master of delivering his services with consistency and efficiency - shares a few of his customer satisfaction tips:

8 Keys to Customer Satisfaction

1. Power of a good team:

• Surround yourself with hardworking, smart people
• Train your team well: You need to be confident of jobs being completed while you’re out of the office
• Delegate efficiently (you can only do so much in so much time.
• Have a life: a team helps you balance your home & business
• Be available to your customers – consistently: Your customers feel confident and informed when they have a better chance to speak to a team member and not just getting a voicemail

2. Clearly defined roles:

• Each team members knows what to do and how to do it
• Creates an efficient, unique and productive process to use every time with every customer
• Customers feel cared for, informed and prepared

3. Efficient process, consistent delivery:

• Referral partners know what to expect & talk highly of you
• Clients know what to expect
• This helps you obtain the end result much quicker than the competition
• Price is important, but the clients’ perception of the process is more important

4. Customer Service / communication:

• Communication is the key
• Team members maintain daily contact with other professionals involved in the process (Client, Attorney, Home Inspector, Accountant, Realtor, etc.)
• You have to be proactive and let the client know status of their project
• Communication in writing works well for us to prevent misinterpretations that happen more often verbally

5. Prospect consistently in a variety of ways:

• Lead by example
• Follow up with people who refer to you - Then they know we’re not just talking
• Participate in professional networking groups
• Provide useful information to my clients and referral sources
• Be creative in helping others get useful information

6. Relating to all types of people:

• Avoid technical lingo
• Talk slow when needed or more technical when needed

7. Consistent follow-through:

• Similar to prospecting
• Offer helpful information to clients and referral sources
• Be there for clients for free questions – Don’t think of answering questions outside of the transaction as a nuisance. It’s part of the whole experience and that will keep a client satisfied

8. Knowledge:

• Always look to improve your knowledge
• You need to have knowledge to gain trust
• Gives you an edge on the competition

Contact Russell Smith
Equity Service, Inc. A residential mortgage lender
http://www.russelldsmith.com/
mail@russelldsmith.com
Blog: log: http://askrussellsmith.blogspot.com/
910-332-1411
2 locations:
1442 Military Cutoff Rd, Ste 30, Wilmington
128 Jefferson St, Whiteville, NC