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mlothian1012 | I am in the mortgage business. What is the best way to deal with the stress of angry clients? |
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 |
 
iammicasa
 |
stop taking there hard earned cash |
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notw
|
First off, you must ask yourself why are they angry? Stressed?
Your job is to make their experience with you and your organization as easy, smooth and professional as possible. You are their liason between them and your company. Your job is to handle their transaction with the upmost care and professionalism in assisting them in getting what THEY want and do not place your focus on YOURself and the commission you are most likely making. It's really quite simple-focus on your customer and most likely you will only have HAPPY satisfied ones. |
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marketingexpert
|
Check out (http://www.reducingstress.net ) there is a lot of great articles and expert advice on the subject there. |
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mazziatplay
|
It depends on why they are angry. If they are angry because they don't qualify for the financing requested the best thing to do is let them vent and, when they've done that, acknowledge their frustration and explain that the investor guidelines do not take into account individual circumstances, they draw their guidelines based on the perception of risk. You may want to develop a relationship with a sub-prime lender to whom you may refer the business you cannot do. That way the client will appreciate and remember that you took the time to find them an alternative.
If, on the other hand, the client is angry because of something you did or did not do, then you have a growth opportunity. In this industry communication is EVERYTHING. When there is bad news, you need to be the first person on the phone to inform everyone who will be affected and to assure them of the actions you are taking in an attempt to resolve the issue.
The best way to avoid angry clients is not to have them. If you take a complete application, gather all necessary documentation at application, do what you say you're going to do when you say you're going to do it, and maintain open and honest communications, including not promising what you may not be able to deliver, you can accomplish this goal and have a much more enjoyable career in the mortgage industry.
I've been in this business for more than 20 years and I've found that it is hard to get in trouble if you are honest, ethical, fair and prompt.
Good luck |
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frogee100179
 |
The best all around way to deal with the stress of angry clients is to not take it personally! There are two things in life I have learned not to mess with. People's food and their money! I was in the restaurant business and banking, now in mortgage business. Take what your angry person says with a grain of salt. Remember, they are angry for a reason. Find out that reason, appease them and sit back and take whatever they have to throw at you!! They are paying your salary, they are your bread and butter. Make them happy and go on your way. |
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DeveshPatel
 |
Get the job done and close escrow in 30 days like you should. Most mortgage brokers/loan officers complain about their clients constantly calling them or the realtor yelling at them. This is all because you are the underlying asset to the transaction. You are the one who gets them the money so they can buy a home.
A realtors complete job in the transaction can be done in less than 2 weeks. Title company can finish job within 2 weeks or so too. A good lender should be able to atleast send loan docs to title in 2 weeks. So basically everyone is pissed off at YOU because its been 39 days in escrow, and WE'RE STILL WAITING FOR DOCS?????!!! AHHHHHHHHHHHHHHHH, AM I EVERRRRR GONNA GET THIS HOUSEEEEEEEEEEEE????? |
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Melissa C
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I am in the title insurance business. I have to deal with pushy mortgage brokers dealing with angry clients. Maybe we should run away and join the circus. NOW that's an idea!! |
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hugh.G.rection
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Drink... Heavily! |
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hollywood71@verizon.net
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by talking to them in a calm manner. if they see they have or can get you upset, it gives them a edge. not to mention the stress on you. clamness in your manner and voice will bring them down as they can't get to you. |
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Phil J
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I was a consumer lender at a bank for years. I probably had to turn down at least 70% of the applicants because of bad credit, etc. I always took the focus off of me and put it on the bank's policies. IE, "I would really love to help you but the bank's policies will not allow me to make this loan. I've got strict guidelines and if I don't follow them I could lose my job." It seemed to go pretty smoothly most of the time if you are nice and honest with them. Most of the time people just need to vent...If you will just be quiet and let them talk for awhile, they will cool down. |
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