ALPH LOVUOLO
THE MORTGAGE GODFATHER
File This: Get Sales Stars More Support Mortgage Loan Officers are sales people. Let them sell! BY RALPH LOVUOLO, SR. | CONTRIBUTING WRITER, NATIONAL MORTGAGE PROFESSIONAL
F
unny, just today I was coaching one of my clients when totally unexpectedly, almost in the middle of a sentence, she raised the issue of maybe making a move to another company. It was obvious when I called her that she was upset, almost exasperated to a fault. When I asked her what was on her mind, she passed it off to something simple. I knew there was more to it, after all, we’ve been working together for quite some time and picking up signals is part of my skillset. Yet, even with that said, I hate this discussion. It is imperative to never want a client to think there are any negative thoughts or feelings about their employer. Nor do I ever give any clues of favoring one company over another. That’s always my first thought and general attitude when this conversation is broached. My job is to listen, probe, intentionally inquire, with the goal to understand enough to help my client see all the possibilities. Until it is certain to me that the
company is making so many mistakes, and just don’t have the imagination, skill, experience or intention to correct the issues that prevent my client from achieving the success they are capable of, my job is to suggest everything I can think of. Having conversations about their frustrations, systems, procrastination, goals, marketing initiatives and more are always my first choice. My job is to help a client hone their mind and skills to a sharp edge, getting the most out of them that they are capable of. These are things I learned very early on in my coaching career. Personal coaching, one-on-one, allows that to happen. This missive however is not directed to the outcome of what my client and I discussed. We’ll figure out what steps to take, first holding her accountable.
MEETING EXPECTATIONS So, yes, I had a really important exchange with a client today. She’s terrific, follows my suggestions and finds most of them beneficial. She’s faced fears and was able with some serious self- examinations to overcome them. Right now, after two years in the field, with no previous experience in the mortgage space, taking every advantage of this market, is looking to close a couple of dozen loans in the next couple of months. Money, of course, more than she had expected at this stage based on what more
experienced people told her she would do. They even chimed in at sales meetings and let her know how she should be really proud of herself. Those sales meetings, I really like the format. The sales manager doesn’t let any complaints come up. Why? Because he’s on top of what’s going on and tries his best to solve issues long before they become a serious issue. But…she’s been talking to other LOs at competitor companies. They tell her stories that need to be explained. They point out what they all wish were true. She listens and thinks: Is the grass greener over there? Is what she hears an exaggeration? My own beliefs have left us at the point where she wants to know what I think. Lots of questions made her satisfied. She’s staying. Why, because now is not the time to be making any major decisions about her life. There is enough turmoil in her personal life. No need to add to it. I told her as much as I could without criticizing her shop.
CORPORATE RESPONSIBILITY The conversation I had with my client just happened to coincide with the need to write this article. I’m almost at the deadline to submit the article and thought what is better than to face what happened today and the fallout that I felt. So, here in all of the grit I can muster is what I’m seeing and what I’m about here is to offer
