Call Your Clients - Communicate with Your Clients

To enhance borrower satisfaction and increase the likelihood of repeat and referral business, lenders should focus on the following key actions:

1. Provide proactive status updates.

2. Supply a clear document needs list early.

3. Schedule calls to review final figures before closing.

4. Communicate expected rates and fees transparently.

5. Keep document requests reasonable and necessary.

6. Set and adhere to realistic closing timeframes.

7. Avoid repeat document requests through efficient document tracking.

By addressing these determinants, lenders can significantly improve borrower experience, leading to higher satisfaction, loyalty, and positive referrals.