As I was thinking about writing the ‘shovel’ piece (for our August 1st newsletter), I recalled the thousands of LO’s I have communicated with in my capacity as a Teacher/Mentor for Secret! University, and as an employer these past several decades in the industry. It is fair to say, that nine out of 10 of them hoped they were strong capable sales/closer types, yet they clearly were not.
Unfortunately for so many of those fine people, the general climate and culture of their entry level job position focused on “sales” – and in many cases that notion frequently attracted the wrong attitude for professional customer contact/service. Even those they are not mortgage experts, they are indeed the face of the industry to the public, our ‘front line’ if you will.
Therefore, much of what I had to say about them, was not only directed to them but to their employers as well. The Broker/owners need to give these fine young people hope they can become a valuable part of the industry and that they have a long career future ahead of them … during this ‘Extreme Industry Make-Over’ we simply cannot afford to loose 9 out of ten of them.
If they would simply focus on problem solving and helping the customer make a decision with proper training they will develop into trusted advisor, underwriter/processor thinking individuals that customers trust their interests are being considered first, not being handled by a commissioned sales/closer like the guy that sold them their last used car!
The so-called ‘industry Guru’ types, that I mostly see as merely motivational speakers trained in pumping up the ego of sales types, also need a Make-Over themselves. Because I see their influences negatively infecting our entry level personnel, who need to portray themselves in a more professional manner, like others in the ‘fiduciary duty’ business.
I want these young LO’s – who today remain the largest segment of people employed in our industry – to have hope for their future, instead of being scared they can’t ‘sell’ without 100% LTV Stated 500FICO products available.
Unfortunately for so many of those fine people, the general climate and culture of their entry level job position focused on “sales” – and in many cases that notion frequently attracted the wrong attitude for professional customer contact/service. Even those they are not mortgage experts, they are indeed the face of the industry to the public, our ‘front line’ if you will.
Therefore, much of what I had to say about them, was not only directed to them but to their employers as well. The Broker/owners need to give these fine young people hope they can become a valuable part of the industry and that they have a long career future ahead of them … during this ‘Extreme Industry Make-Over’ we simply cannot afford to loose 9 out of ten of them.
If they would simply focus on problem solving and helping the customer make a decision with proper training they will develop into trusted advisor, underwriter/processor thinking individuals that customers trust their interests are being considered first, not being handled by a commissioned sales/closer like the guy that sold them their last used car!
The so-called ‘industry Guru’ types, that I mostly see as merely motivational speakers trained in pumping up the ego of sales types, also need a Make-Over themselves. Because I see their influences negatively infecting our entry level personnel, who need to portray themselves in a more professional manner, like others in the ‘fiduciary duty’ business.
I want these young LO’s – who today remain the largest segment of people employed in our industry – to have hope for their future, instead of being scared they can’t ‘sell’ without 100% LTV Stated 500FICO products available.
posted by Secret! at 11:12 AM
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