How to Personalize Your Transactions
Learn how to personalize your transactions and take your customer service to the next level.
We all know that a business is based on a series of transactions. The business provides a good or service, a customer pays them, and both sides walk away happy and satisfied, right? But what makes the customer want to come back after they walk away? What makes the customer walk away and tell all their customer friends about their transaction with the business? The answer is simple: the experience. Customer service is the difference between a transaction and an experience, and it’s also what keeps people coming back for more. In a business that relies heavily on referrals, knowing how to personalize your transactions is key in taking your client relationships to the next level.
Customer service is the difference between a transaction and an experience, and it’s also what keeps people coming back for more.
1. Find your angle
To better personalize your transactions and provide even more fulfilling experiences, you first have to understand what a fulfilling experience means to your audience. As a mortgage broker, your relationships with your clients mean everything, so it’s up to you to make these relationships feel more personal than business-related. Find different ways to show your clients that you appreciate them choosing to work with you over all the other brokers out there. Stay in touch with them throughout their mortgage process and even after your business has concluded, after all, they are the ones who will be giving you referrals in the future. Whether it’s a handwritten letter, phone calls, coffee dates, or small gifts, there are plenty of ways to add that human touch that personalizes the transaction. You just have to find out what works for you.
2. Use technology
It’s 2020. If you haven’t at least started to incorporate the use of technology into your business and marketing, it’s long overdue. From loan platforms like Octane to social media marketing, the business is going digital to keep up with its clients, and you do not want to be the dinosaur that’s stuck outside when the technology asteroid hits. Technology and social media are tools, and they’ll only make your job easier when you use them properly.
Our proprietary loan platform, Octane, handles the day to day minutia of the loan process so you can focus more on your business and building your client relationships. By posting relatable content, business updates, or anything you deem fit to share with the world, your social media presence can help you personalize your transactions from afar. As the prospective client pool continues to skew younger, you’ll have to learn how to play their game before it’s too late.
3. Hosting events
Put on that event planner hat, it’s time to host! Client events are a great way to A) create new business, B) get referrals, and C) personalize your transactions. These events can be informational or celebratory in nature, but you want to make sure your attendees have a good time either way. You can teach your clients about a new loan program or get everybody together to celebrate 5 years in business. Just allowing your clients to interact with you and your other clients can go a long way in making your relationships more personal.
4. Be yourself
You can’t personalize the transaction without showing off that personality! You don’t have to be all the way buttoned-up all the time. Don’t be afraid to have a little fun. Make your office a fun place to work and be someone who’s fun to work for and work with. Create funny videos to post on social media, have real conversations with your clients, and build relationships that go beyond the closing table. We often get so caught up on the business side of things that we forget that we’re helping peoples’ dreams come true. Buying a home is an experience that should be looked back on with fond memories, and it should make you feel good to be a part of it. Approach your relationships with the mindset that you’re a team member helping each client reach a life milestone, and the transaction will personalize itself.
Do you have any tips on how to personalize transactions? We want to know! Tell us on social media!