114: Happier Clients: Show the Roadmap

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EPISODE DESCRIPTION

In this episode, Tom & Brandon share one of their trainings with Tango, where they discuss the anxiety homebuyers have about the pre-approval process, which emphasizes the importance of clear communication throughout the client journey. This aims to alleviate client stress, improve application completion rates, and foster a supportive atmosphere throughout the home buying experience.

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Episode Transcript

(00:00):
Welcome back to another trainingsession episode where we pull back

(00:03):
the curtain, give you behind -the-scenes access to the strategies,
insights, and conversations wehave at our brokerage, Tango
Financial.
This is real training, real
takeaways to help drive results inyour business, so enjoy.
The training today, one thing I'venoticed a lot, especially when you
have first -time homebuyers, Isthere so many questions and
oftentimes they feel like, OK, I'mgoing to go in for my first call

(00:25):
and they expect to be pre-approved because they don't know
any better.
So the more the journey continues,
they get stressed out and anxiousbecause they feel like, oh, is
this like is the problem with me?And realistically, that's not the
case.
It's just that this is the journey
for everyone.
There's a discovery process.
There's an application.
There's documents.

(00:46):
There's underwriting.
There's a little bit of back and
forth.
There's them shopping for
properties and looking at thingsand the timeline of things needing
to be resubmitted.
So what I've changed this morning
in my client journey is when Isend out my thank you email to the
referral source with the link tomy calendar to book it, I've

(01:09):
mapped out all of their key stepsin the journey.
So discovery call.
application submission, document
upload, underwriting and budget,your pre -approved, offer accepted
and strategy call, and then filewrap up.
For each section, I've listedwhat's involved in that process,
the expected timeline that it willtake them to complete.

(01:31):
and identified the key teammembers of who they'll be talking
to.
The reason I did that is we have
an underwriter and fulfillmentperson.
And sometimes like I had a clientlast night call me and she's like,
I feel like, you know, I talked toyou and then Kyle jumped in and
then I didn't get this update fromKyle and I called you and you gave

(01:52):
me the update.
But like, why didn't I get that
from Kyle?And the issue wasn't Kyle.
The issue was that she, the issuewas me.
I didn't communicate.
our journey clearly enough to her
and share that different people onthe team handle different things,
but we're all aware of where filesgo.
And we're all working together asone cohesive unit.
It wasn't that I passed her off tosomeone who's inferior on our
team.
I just utilize our team the way

(02:14):
it's designed to be that.
But a client doesn't know
everything you've done in thebackground to support your
business.
And so you want to create the
feeling that You know, they'rebeing nurtured and supported by
the group, not passed around basedon like someone being too busy
because that's how they interpretit.
So you kind of have to put theshoe on the other foot.
Like if someone books a meetingwith Tom and sees OK, he's got

(02:38):
like 20 ,000 plus social mediafollowers and all of a sudden it
goes to someone else.
That's not because Tom's just
focused on social.
Well, it might be a little bit,
but it's because that.
you know, that person's going to
be able to support them and givethem the handholding and nurturing
that they need.
So this is now going to be a part
of my client journey.

(02:58):
And I already know in reading it,
like if I got this email, I wouldbe so clear on like, okay, this is
a seven step process.
And it doesn't take a lot to get
to step four where... the ballreally starts to get moving.
And that's the document upload.
And I've also highlighted like,
hey, if you don't get thedocuments in, there's not much we

(03:20):
can do.
So it puts the onus on the client.
And then I'm also copying in thereferral source on this so that
they have a clear picture of wherethe client's at and they can say,
okay, where are you at on thisjourney?
So I think, well, I believe it'sgoing to be really effective in...
getting more completedapplications, more full
applications as well and ensuringthat that back and forth and

(03:42):
anxiety kind of subsides for theclients that are in the pipeline.
Yeah, one thing I've been addingto conversations with clients
lately is I literally tell themthat Kyle's better than me with
underwriting.
He's the wizard when it comes to
that stuff that they're lucky tohave him and not me.
Not in those words, but I reallyhype him up.

(04:05):
So I think that's been helpingtoo.
Yeah, for sure.
I think it's like we always talk
about this.
We need to do a better job
introducing our team and pumpingtheir tires with clients.
So this is a great way to do itbecause it's a simple email.
They get it at the beginning.
They're going to get our pizza
tracker milestone emails oncethey're in the process of the

(04:25):
application.
So that part kind of kicks in as
well.
But this also gives them just that
early bird's eye view of, OK, whatam I getting into?
What to expect?And not feeling like, hey, I had
my discovery call.
Why am I not pre -approved today?
Because you have to recognize thatyou're going against a bank who's

(04:47):
going to just say, hey, Sonnymakes $175 ,000 a year.
He's pre -qualified.
And they'll spit out a number to
him.
But there's no documents.
There's no budget.
There's nothing in there that
actually supports that assessment.
Whereas ours is a full
underwritten pre -approval.
Which also gives you an
opportunity to highlight this is akey difference from a bank because
we're actually looking at all ofthese things.

(05:09):
So it allows you to stand out.
It gives a lot of clarity and
it'll build an overall happier andless anxious client for you.