When Dave Lehner and Rob Garrison teamed up to service West Michigan’s mortgage needs 25 years ago, they developed a plan to be the best in the business.
Their goal: focus on customer service to build trust with borrowers and business partners.
We dug through our archives and found the “How to Obtain Business” plan Dave created in 1994. It is safe to say they achieved their goal and so much more.
Here are a few excerpts from the plan that highlight exactly who Rob and Dave are as Mortgage Lenders and Leaders.
Service: Service is the most important tool you will have. By taking care of the people that are using you, you will build a trust. Letting them know that when you say or set an appointment you will be there.
Returned Phone Calls and Pages: This goes along with service. When you are just starting out in the business, you must “Break Through.” One of the ways to break through is to call the person RIGHT BACK within 15 minutes! It doesn’t matter what it is regarding – always call back.
People Buying from People: Do not try to be a salesperson. Relax and be yourself. You do not have to always talk about work
Habit: They say it takes 90 days to make something a habit. If you keep going every day, even though at times it is very frustrating, you will notice that things will start happening. You must have faith, desire, and commitment. “Thick skin” is essential in this business. You have got to put your fears or emotions away! It takes four no’s to get one yes, so every time someone tells you “no” you’re that much closer to a “yes.”
Salesmanship: This is a tough thing to teach. You are not going to know everything in this business. Some people think they have to know everything before they can talk to a customer because they are afraid they will be embarrassed. Just get in there and get the deal, you will learn as you go. Being a good salesperson (not a liar) has to do with being sincere and truthful. Do not try to be a chameleon changing your colors to fit in, people will see right through you and will not trust you. It takes time and understanding of people. Always try to remember to put yourself in their shoes when you are talking to people and be straightforward and business will grow.
These words ring true today, 25 years after they were originally written (except for the mention of returning pages, of course). If our team can continue to focus on customer service, we will see success for many years to come.