Over 90% of my business is referred by someone, either past clients and referral partners. The rest of my business comes from my blogging, which translates to two mortgage application per week. When someone calls or emails and tells me, that so and so referred them, I will immediately ask what so and so said about me? After that interchange, I let them know that I appreciate XXXXX for introducing us. Finally, I ask the most important question, “How can I help”? If you call these questions a script, I can tell you it hasn’t varied for years. Each time someone contacts me after being referred it is my responsibility to let them know, they will be heard. Once they know they have been heard I replay what I heard them say to make sure I didn’t miss anything. Once we’re both satisfied that we are both on the same page, I want to make sure of the expectation they have of me and I share my expectation of them. Yes, I need to make sure they understand the expectations I have of them.
I have been asked the question many times about my script or technique and they wait for this long an involved answer that never comes. When there is a clear understanding of each other’s expectation, there is an opportunity for a wonderful long term relationship.
