Top of Mind Networks

Never. Ever. Let them walk away. Without a smile on their face. Here's why.

June 30, 2011 by · 1 Comment

Last night I went out to dinner with my family and I’d like to tell you about my experience.  No real need for granular details here, but at the root of my issue was my meal.  I ordered what’s known in Israel as a “schwarma” sandwich for $16.  By the way, that link goes to a […]

Become an expert . . . and LISTING Agent's new best friend!!

December 24, 2009 by · Leave a Comment

Yes, that’s right.  I said LISTING Agent in the title!  For years the mantra for most originators has been to seek out Realtors who work primarily with buyers.  The reasoning behind this is obvious.  Buyers need mortgages and are looking to purchase a home – easy! As the market starts to contract and loan officers […]

Customer Contact System HELL-Tips to get you through it

September 18, 2009 by · Leave a Comment

“I should have a system. I’ve got to simplify my system. My system isn’t robust enough. What system will be most effective?” These are all common brain-drainers in the life of a solo entrepreneur. The persistent challenge of keeping in touch with one’s customers, whether at the wooing stage, the in-process stage or after the close, […]

Does Your Customer Service Policy Support You or Your Customer?

August 22, 2009 by · Leave a Comment

How is YOUR customer service? Do you bend your policies? Or are you stiff and rigid too? In the mortgage industry, we may not have products that our customers can return, but we do have to deal with customers. What is your rule for returning phone calls or emails? Do you keep your professional partners updated on loan status? Do you attend your closings? Do you thank your customers after the transaction? Have you implemented a customer retention program?

The Psychology of Fence-Sitters

April 4, 2009 by · Leave a Comment

Last week I attended Tom Ward’s teleseminar, “Learn How to Increase your Business in 2009” and there was one thing he said that really struck a chord with me. He said, “People will challenge your facts.” He said it without much follow-up, but it grabbed my attention because this is exactly what many of my […]

Client Appreciation Events that WOW, but Won't Wither your Bank Account

March 21, 2009 by · 2 Comments

Yes, it’s important that we pinch pennies and cut costs, but the one budget bucket that we simply cannot afford to dump is the one reserved for wowing our customers. Client appreciation events are not a new concept, especially in the Real Estate arena where many well known Real Estate gurus, like Brian Buffini, have […]