7 Key Behaviors of Inlanta Mortgage

Loan Officers

Customer Service

• Creating “Raving Fans” of Inlanta Mortgage• Retaining Customers vs. Creating Customers• Commoditized Industry – What makes us special

and unique?

Customer Feedback

Our clients are telling us why we are special.

Are we listening?

Our survey process gathers the following information:

• Where are the referrals coming from?• How responsive is our company from

initial application to close?• How was our level of knowledge?• Would they be willing to recommend

our service?

Analyzing the Data

7 Key Behaviors Revealed..in our analysis of 12 Months of Customer Service Surveys & Testimonials

Communication

When it Goes Wrong:“My loan officer repeatedly did not respond to my

phone calls. He would also not respond to my emails claiming that they went in junk mail.

When we did speak, he was nice enough, but I considered his service incompetent.”

#1 Communication – Timely and Constant

Doing it Right!“Our loan officer treated us like we were

her only client. She responded to multiple phone calls and emails very quickly. She

even got back to us on the weekend!”

Exceed Expectations#2 Speed to Closing

“The loan officer was phenomenal to work with. She exceeded our expectations and made the process painless. We closed 30

days after making the offer to the seller. I do not think any other lending service could have made that happen for us.”

Be Flexible

#3 Flexible Hours and Schedule“Fast, professional and willing to work around my schedule, not theirs. This made my home buying experience a breeze.

I will use them for all my financing needs.”

Online Applications

#4 Access to the Tools of Technology

Power of Knowledge#5 Knowledge of the Industry and Process

“The loan officer’s knowledge of all the assorted details that needed to be dealt with throughout the entire process made

getting a loan easy and painless”

Product Line

# 6 Access to Products“I went to two other mortgage companies prior to going to

Inlanta. Both of them denied me for a loan. Inlanta, however, was able to make it happen!”

Who You Know

#7 Referrals to Industry Partners

How Can We Use This Data?

• Let’s turn our best practices into an advertisement campaign. • “Teach Me to Fish” --- Leveraging

our best practices to train and recruit new loan officers.

All of the powerful information within these surveys is

worthless unless we can find a way to put it to good use.

Using the Data – 7 Key Behaviors

Blog Post – www.inlanta.com/blog“Happy Mortgage Customers”

Share link on Facebook, LinkedIn, Twitter, via email – or copy the blog to

your own website!

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7 Key Behaviors - Images

Using the Materials

Contact marketing@inlanta.com if you have any questions on using the 7 Key Behaviors materials, or if you

have suggestions!

Congratulations on receiving such great feedback. Now use it to your

advantage!