Personal Calls Equal Good Service

Old rotary phone on white background.

Personal Service Home Loans

Personal communication methods continue to rapidly evolve.  Today – texts, tweets and facebook often override actual conversations between human beings.  I am not against communicating via emails and text messages.  In fact, our Arizona Mortgage team implements many of today’s newest technologies into our daily operations.  However, personal phone conversations still play a vital role in the home loan process.

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Draw the line and pick up the phone

There is a time and place  for technology.  There is also a time and place for a good old fashion phone call in the mortgage business and probably just about everywhere else in life too.  Too often, convenience gets in the way of personal communication, connection and understanding.  An interactive conversation goes a long way in helping someone understand or resolve a challenge.  Hearing someone’s tone and interacting accomplishes much more than a one way email or text message.

Slow Down to Enhance a Customer’s Experience

Many communication meltdowns can be avoided with a simple phone call.  The primary reason for emailing someone rather than calling them is time.  Email is seen as a quicker option.  Sometimes it is – many times it is not.  There is a breaking point.  A point that multiple emails back and forth is far more time-consuming than stopping, slowing down and having a phone conversation.   Besides, spending a little extra time to improve communication and deliver top-notch customer service is a worthwhile investment.

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I teach this to my team and have instilled this as a minimum acceptable standard with every one of The HOUSE Team members.  Whether internal conversations with one another, with a title company, a real estate agent or one of our clients we stop at a specific point and make a call.   The clarity and personal care that comes from a phone call that cannot be achieved via email or text.

By Jeremy House

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