Communicate effectively at all timesMortgagePress.comMortgage customer service tips
Communication is everything in the world of business. Without
clear channels, the company's profits will suffer dramatically. My
professional career has spanned more than 25 years, selling
intangible products in the services arena. I have seen companies
fail miserably or explode with success, all as a result of the
communication efforts within the organization. This article will
briefly explore the significance of communications in three main
areas: top-down management, employee morale and customer
Many top executives find communicating to the employees
difficult and want to clearly distinguish their presence as owners
and leaders of an organization. This style of management can
severely curtail the growth of a business. There is too huge of a
gap between the employee and supervisors. It is imperative that
management confers with the employees in the most diplomatic
fashion. Let them be part of the team, be appreciated and feel as
though they are providing input into their areas of expertise. For
instance, during my selling career, my sales knowledge and
creativity have helped to create a spirited competition and enabled
other employees to seek and reach new levels. By making the
employees feel appreciated, they were eager to perform better.
Communicating through memos, phone calls and e-mails provided an
effective link. When expectations fall short, or the message is
distorted, it is often poor communication by management that leads
to crippling or less than desired performance by subordinates. It
is imperative to clearly define the goals, needs and desires of the
employees, and that management makes sure they are understood in a
Employee morale will be boosted if communication links between
the sender and messenger have clear paths as well. Too often, the
employee does not get the respect that he deserves. The
salespeople, for example, are working hard to generate and close
business. Advise management to respect the needs and sales cycles
of the professionals—it will go a long way in building morale
for the team. There will be peaks and valleys for other employees
such as managers and other subordinates. People are human and
cannot always be on.
Employees need to be appreciated, complimented and rewarded
whenever possible. Communicating effectively will build strong
relationships and set the proper goals for employees. In the
mortgage world, during tough times, it is necessary to raise
cohesiveness and keep the interest of the employees.
Customer service always matters. It is important to communicate
to your corporate colleagues, as well as the prospects and clients
that you are working with outside your organization. Communicating
the needs and wants of the customer will ensure that customers are
fully satisfied with the products or services that they expect. In
completing a successful loan application, the mortgage executive
must gather information, listen to the clients, and then recommend
the best product and solution for the applicant. Communication is
very important in all areas of business. The loan application is
the blueprint for success. Obtaining proper information will make
the process flow smoothly. It is crucial to educate and disclose
the information up front. Please remember, this is the most
important purchase that the buyer is making. Sell the customer the
way you want to be sold. Listen to the needs and communicate to the
appropriate resources to provide the best service possible.
Too often, management fails to listen to the employees. Clearly
communicate and set reasonable expectations. E-mail, send memos and
talk to your employees. Each sale is an arduous task to make and
you hate to lose them. Build morale by respecting all colleagues.
Employees are the lifeblood and are on the frontline in the sales
force in operating a business.
Communication, effectively, will allow you to obtain the maximum
return on your investment. A clear communication path will enable
top management and customers working together to maximize great
customer service. An effective communication cycle will enable top
management and employees to work closely to build a greater
This can help to foster better customer service.
Your company's profits are riding on it. Communicate effectively
at all times!
Jeff Barr is a competent toastmaster and speaker in
Louisville, Ky., an adjunct professor of Communications at the
University of Louisville, consultant and a mortgage loan officer.
He may be reached at (502) 777-9555 or e-mail [email protected]