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Gold standard customer service is still key to growing your businessI used to be a mortgage broker and used to spend my time developing my business via word of mouth. Then the internet came along and like everyone else, I felt that if I didn't jump on the information super highway then i would miss out on making my foThe best thing about this experience was; I had to learn to market my company all over again. Word of mouth was still going to play a big part in my future success but not as much as one other, very important area. I like to call it.....Gold Standard Customer Service. This is my term for giving my customers the best possible, most rewarding customer experience of their lives and it really is very simple. we all know what it is and how to do it but putting it into practice is a different thing all together. Whenever a client of mine completed their mortgage application with us, understandably, they would then go home and fret about what they had to do next. What other forms do I have to fill out? What documents will I need? What about a Solicitor? etc,etc. So, we made it nice and simple for them. We would follow up their visit to our offices with a letter to them with "steps to your mortgage" on it. This would explain in simple terms what they could expect next. We also used to send them a bottle of wine with a note saying "Relax, everything is being taken care of, enjoy a drink on us" and we will be in touch when we need more information off you. We would also send them an update by email and telephone at the end of every week updating them as to where their application was up to , regardless of a lack of progress. When the mortgage completed, we would send them another letter saying "Congratulations, your mortgage is completed, you can move in on xx/xx/xx. Your payments are £xxx.xx a month and your insurances are £xx.xx a month. These are important numbers for you to keep hold of (we would give them numbers for their mortgage lender, Insurance company, utility companies, etc) and finally, this would be accompanied by........a luxury hamper from Harrods! Yes, this cost us part of our profit from the deal but the real gain for us was the amount of referral business we would get. We would get a referral for their family, friends, colleagues and it helped my business so much that I was able to sell it in 2004! We made it fun, simple and transparent and for a mortgage application, remarkably trouble free! So remember, the little things count for a lot, so make sure you offer your clients "Gold Standard Customer Service!" Article Directory: http://www.articledashboard.com Paula Harrison is the Managing Director of Capital Mortgage Solutions, a specialist mortgage broker catering for individuals who cannot prove their income or have suffered from adverse credit problems in the past. With years of experience in the sub prime mortgage market, Paula fully understands the problems her clients face. Visit her at CCJ Mortgages and Mortgage Packagers Permalink: http://expert-talk.com/tips/640/gold-standard-customer-service-is-still-key-to-growing-your-business-44640.htm Related Tips and Advices
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