Ethical standards in 2006Jeff Barrethics, how to treat clients and prospects
Ethics is the study of conduct or moral judgment. As we begin
the new year, think about maintaining or setting higher moral
standards as a mortgage professional and consultant. Here are some
important considerations:
- Explain carefully to your client the disclosures he is
signing.
- Council and advise your prospects and customers on the importance
of their credit reports and scores.
- Reiterate to your clients the consequences of having numerous
inquiries on their credit reports.
- Send out and sign documents in a timely fashion.
- Clearly articulate what discount and origination fees are being
charged.
- Remember to concern yourself with the long-term success of your
clients. Short-term fixes may be detrimental to the borrower. For
instance, watch for prepayment penalties that are over three
years.
- Find a way to assist the customer in meeting his homeownership
goal, even if it takes several months or even years. You are his
trusted consultant.
- Customer service always matters. Your customer is the first
priority.
- Understand the needs and wants of the client and properly assess
what is best for him. Consider cost, quality of product and the
timeliness of his desires.
- Be patient and concise while dealing with your prospect or
client. He will likely not understand mortgage jargon.
- Keep your client apprised of what is happening with the loan. It
is better to overeducate than to keep him guessing.
- The customer, through the Internet or competitive shopping, will
gain knowledge and understanding about various financing options.
He is smarter than you think.
- Look, listen and be proactive. Financing a home requires an
ethical and responsible mortgage professional. This is one of the
most important monetary decisions a client will make in his
life.
Practicing proper ethical behavior can make the sales process
easier for the client or prospect. The industry's reputation is
riding on it. Furthermore, it will make the client appreciate your
services. In the end, being more candid will allow the customer to
be treated more fairly, leading to more referrals and greater
income for the mortgage professional.
Jeff Barr is a competent toastmaster and speaker in
Louisville, Ky., an adjunct professor of communications at the
University of Louisville and a mortgage loan officer. He can be
reached at (502) 777-9555 or e-mail
[email protected].
