Understanding the Customer’s Perspective in the Mortgage Process
When it comes to the mortgage process, it’s easy for us as professionals to forget what it’s like to be on the other side of the table. I’ve got a quick story to share that highlights just how important it is to understand the customer’s experience.
The Story: A Weekend Car Breakdown
Not too long ago, I was in San Antonio with a few buddies when my car broke down. My wife, Caroline, had been nudging me to buy a new car for a while, and this situation gave her the perfect excuse. By the next morning, she had gone ahead and bought us a brand-new car.
Now, this car was everything you could want—brand new, with all the latest features. But I wasn’t exactly excited. I liked my old car and wasn’t thrilled about the sudden purchase. Still, we went to the dealership, and I sat there at the financing table, staring at big numbers and feeling uneasy.
The Moment of Realization
The salesman starts pitching warranties and add-ons, and while Caroline was asking all the right questions, I sat there with my arms crossed, thinking, “Why are you trying to upsell me?” Even though this guy could have been completely honest, I couldn’t shake the feeling that I was being pressured.
That’s when it hit me—this is exactly what our clients go through when they’re getting a mortgage. They don’t do this often, they’re spending a lot of money, and they’re in unfamiliar territory. It’s no wonder they feel uneasy, even when we’re working in their best interest.
Putting Ourselves in the Client’s Shoes
As mortgage professionals, it’s crucial to remember that most clients aren’t excited to be talking to us—they’re here because they need a loan, not because they want one. They’re taking on a significant amount of debt, and that’s a stressful experience, even when the end goal is a beautiful new home.
This is why we have to establish trust early. Use the triangle of trust—remind clients why they were referred to us, explain the process clearly, and show them that we’re here to take care of their needs. It’s not just about closing the deal; it’s about making sure they feel supported every step of the way.
Final Thoughts
I know this seems like a basic reminder, but it’s important. We need to remember what it’s like for our clients sitting across from us. They’re likely feeling just as uneasy as I did in that dealership, and it’s our job to make sure they feel comfortable, understood, and confident in the process.
If you have any thoughts on this, I’d love to hear them. And as always, if you have any questions, don’t hesitate to reach out.