Casanova Brooks
Casanova Brooks

Licensed Agent

How To Build And Maintain Mortgage Client Relationships


Table of Contents

Establishing an excellent mortgage client relationship is a foundation for your business. When you have a strong bond with your existing mortgage customers, they’ll trust you in the long run. They may even recommend your brand to their colleagues, which can boost your market share.  

This article discusses six strategies for establishing and sustaining strong relationships with your mortgage clients:

Tips To Establish and Maintain Mortgage Client Relationships

mortgage clients

1. Manage Your Mortgage Pipeline  

As you retain your customers, you have to improve how you manage your mortgage pipeline. This ensures you have enough leads to turn into loyal clients, which helps you sustain a fixed client base.   

An efficient way to do this is using a system like a customer relationship management (CRM) mortgage software. Besides pipeline management, other benefits of CRM mortgage software include marketing automation and contact management.

This can also help you collect the contact data of your clients so you can schedule and send emails on time.  

Another way to manage the pipeline is by following up with each borrower after closing their mortgage. This should happen every few months or when necessary.

You should also track how many people have been referred by each borrower so that you can track which leads work best for you.

2. Be Available To Clients 24/7  

Maintaining good client relationships requires a lot of time and effort, especially when you have many clients to deal with.

Nevertheless, make sure that you’re always available to talk to your clients whenever they need you, even if this means coming to work early or late so that you can accommodate their schedules.  

You can set up an appointment system with your clients so they can schedule phone calls with you at a convenient time. You can also set up a website or email address where they can send messages or questions via text or email.

This way, your mortgage clients can easily reach out when necessary.  

3. Learn About Their Business  

Do your homework when it comes time for your clients to refinance their home or take out a new loan.

This will help you determine whether it makes sense for them to refinance their existing loan or go with a different type of loan altogether. You can then guide them into making an informed decision. 

You can do this by knowing what kinds of loans they qualify for and what interest rates are available.

For instance, if they’re looking to finance a property, you can look up the current mortgage rates in your area and see if you can compare the services provided by another lender.

By doing this, you can determine whether it makes sense for them to refinance with you instead of going through another bank or credit union in your area.

real estate clients

4. Reward Your Loyal Mortgage Customers  

When you reward your most loyal mortgage clients, they’re likely to recommend you to their families and colleagues. This allows you to generate real estate leads. They may also consider applying for another mortgage loan because they trust you to guide them.  

You can send them handwritten thank you cards or reward them through discounts on your offers. This shows them that you value their business and will continue to do so if they choose to stay with your company.   

5. Be Transparent   

Clients want to know what they are getting into, what they will receive, and how they can get the best deal possible. Armed with such information, they can make a sound decision when it comes time to renew their mortgage or refinance their current loan.

If you can’t provide the necessary data, they may think that you’re hiding something, which may lead to them losing their trust in you.  

That’s why you must clearly explain all the costs involved in each loan application. You should also ensure that your clients understand the difference between fixed-interest rate loans and variable-interest rate loans.

Set aside time to educate your clients about their options so they can make an informed decision about which type of loan will be best for them.

6. Keep In Touch  

Another excellent way to keep your customers happy and grow is by keeping in touch. You must communicate with them throughout the year to ensure they know about the offers you provide.  

Give them a heads-up when you’re coming up with something new and exciting. For instance, if you’re developing a new mortgage offer, you may send out promotional campaigns on your email list.   

Or, you can provide them with a recap of the last event or update them on any changes at your company. This way, your existing mortgage clients may feel that they’re part of your organization’s growth, which can help you keep their loyalty.

Key Takeaway

The mortgage industry is ever-growing, so you’ll continue to have multiple competitors. This can affect your ability to retain your existing customers and ultimately reduce your market share.  

You must stay competitive by developing solid relationships with your clients. Consider these six tips to gain their trust and loyalty. Even if new mortgage companies appear, your business will continue to thrive.

casanovabrooksCasanova Brooks is a real estate entrepreneur. With a background as a licensed realtor at Berkshire Hathaway and currently serving as a Change Agent at eXp Realty, Casanova brings a wealth of expertise and experience to the table. Beyond real estate transactions, Casanova is a seasoned motivational speaker, author, and podcast host. His book, “Real Estate: Play the Game Like the Winners,” reflects his commitment to sharing insights and strategies for success in the ever-evolving world of real estate. Join him on his journey as he continues to make waves in the world of real estate and beyond.

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