“At the end of our 10 week group coaching session, Cami asked me for my intentions for the next 10 weeks. I set my intention for a specific mortgage volume goal for my end of the month business. It was to close $2,000,000 in mortgages each month. This number was a stretch for me. I am happy to report that the last two months I have met the goal. This past month, my processor, the person on my team who helps me the most with my loans, was out of town for 2 weeks. With no one to help me with my loans, I had to explore my choices. I committed to doing whatever it would take to meet this goal and not use the vacation as my excuse. We used the term +5 in our class. I decided to get the files ready, to communicate more with my clients, the title company, to make sure all the updated information was in the system when she returned. I know I used concepts learned and practiced from the class. The two that come to mind initially are making a list of the tasks needing to get done for the day. I make my list at the end of the day for the next day. I review what I did get done and add to the list for the next day. I learned I need to keep time open for the unexpected issues of the day, so I don’t get overwhelmed. I also used the “what’s next” strategy. When I call a client, I now let them know the next step in the process, whether they need to decide to move forward with the mortgage loan or they are in process and want to know what to expect. Instead of being uncomfortable with asking for business, I find my clients expect me to ask them. I usually summarize their goals for the mortgage, summarize how the mortgage will meet their goals and then ask if they are comfortable moving forward.

I had a great experience with one particular mortgage consultation. I met with a couple who could not hear and could not speak. They use sign language, which I do not know. I held onto the belief that body language communicates a great deal. I wanted them to have a great experience, feel understood and to be able to ask all the questions they needed to make a mortgage decision. It took some thought to come up with a plan for the meeting. How would I ask questions, how will I explain the mortgage concepts, how much time do I want to invest in this meeting? I wanted to experience life in their shoes and to communicate on their level. I had some preliminary questions ready, I printed up a blank loan application and had a pad of paper ready to write down questions. I found myself using hand gestures and matching their body posture more than with verbal clients. We used a mixture of all the items I prepared. I asked them how long they had been unable to hear. The man had lost his hearing at the age of 8 in a water accident. The woman was born without hearing. By the end of the meeting, they thanked me very much. I asked them how to say “you are welcome” in sign language. They showed me how. It was one of the most meaningful consultations I have had in my 10 years as a mortgage consultant. I learned how important it is to communicate on the level of the client.

I look forward to the September class to reinforce what I learned, to learn new concepts and to be pushed further.”

– Karen Swanson
SAFE Credit Union