Mortgage People, Are You In Control?

Mortgage People, are you in control?

I had an interesting discussion with someone today over what contact info should be on your business card, if you actually use one.  I’m sure you’ll figure out which side I was on by the time this Mailbag is over.   How does this relate to the Pay Option Arm?  Let’s see if you follow my logic at the end.

There were two sides to this debate:

Side One: You should have as much contact info as possible on your card so you can be accessible at all times.  Since you are in sales, you should be accessible at all hours to answer questions.  Your clients should know they are able to contact you at any time they have a question.  With all your personal info listed on one card, people will know that you are willing to help at anytime. 

Side Two:  The info on your business card should be limited to your basic office info.  Your personal cell phone number should not be on your business card.  Your direct line should not be listed on your card (assuming you work in an office setting with some sort of screening person answering the phone first.) 

Both sides agree that it’s best for a live person to answer the phone, because automated systems are just annoying.   Both sides agree the client should have access to you directly, which is where the major discrepancy comes into play.  WHEN should the client have direct access to you?

Side Two believes the client isn’t a client until they sit down with you and discuss their mortgage situation.  Until then, they are just shopping and therefore, they do not need 24 hour access to you for that purpose.  After they BECOME your client (or borrower) is the time to give your personal contact info (direct phone number and cell number).  It adds that touchy-feely factor to the whole transaction and gives the client a sense of stability with “their mortgage broker”.  It puts the control in your hands, not the clients.

Side One believes that from step one, the client is in control so therefore they should have full contact info from the start.    Since this is a relationship business, the client should have the feeling of being your friend from even before they contact you.

Both sides agree this business is a relationship business, but where does that business relationship end and the friendship relationship start? 

Let me ask you this…is it an easier to sell the POA face to face or over the phone?   IMHO, it’s best face to face, because you can always react to their body language and cater to what their reaction is.  Remember, to sell properly in this business, you MUST be in control.

Think about the top business person you know, does that person have their personal cell phone number on their business card they hand out to anybody?  I personally think Donald Trump is a top notch business man.  Do you think he gives his personal info to everyone?    Hmmmm, something to think about.