Comments on: Manage Mortgage Leads Better and Make More Money

By: Top 100 Tips for Lead Management and Sales Success : Better Closer

Top 100 Tips for Lead Management and Sales Success : Better Closer — Wed, 26 Mar 2008 16:20:33 +0000

[...] it simple. Start with a simple sales process. Then execute, measure, adjust, [...]

By: Noel Collins

Noel Collins — Sat, 08 Mar 2008 06:48:56 +0000

wow…pure junk spam

By: A Lead Buyer

A Lead Buyer — Tue, 04 Mar 2008 22:30:12 +0000

sure that makes sense. I was just being selfinsh

By: Lead Critic

Lead Critic — Tue, 04 Mar 2008 21:05:51 +0000

Regarding the RSS feed listing only a part of the article. I do this for SEO reasons too. Blogs are notorious for duplicate content and this cuts it down. This helps the blog rank organically.

By: A Lead Buyer

A Lead Buyer — Tue, 04 Mar 2008 15:26:43 +0000

It would maker it easier to read on a Blackberry if the RSS was full.

By: Lead Critic

Lead Critic — Mon, 03 Mar 2008 19:54:52 +0000

Chris,
The partial feeds are to encourage people to come to the actual site and are not an error.

By: phil mccanter

phil mccanter — Mon, 03 Mar 2008 14:21:48 +0000

Thanks Phik. I agree that process equals success in this business. I think I will think of it a “customer acquisition” process rather than a supply chain one, but to your points perhaps that is just semantics.
Somebody should invent a better version of caller I’d that shows the company name, LO name, website info, bbb rating and consumer ratings of the originating incoming call. It should also have a “this is spam” button on your phone, that if pressed by the receiving party, banishes the caller from ever ringing you again.

That may help with some (some not all) some of the poor call center tactics.

By: Chris Johnson

Chris Johnson — Mon, 03 Mar 2008 13:37:20 +0000

Do you publish a full RSS feed? I am assuming that the partial feeds are an error, because the content is simply too good to be created by someone that wouldn’t do full feeds.

By: Mortgage Lead Management–Keep It Simple Stupid! : Better Closer

Mortgage Lead Management–Keep It Simple Stupid! : Better Closer — Mon, 03 Mar 2008 11:34:48 +0000

[...] is the topic of my guest post over at Lead Critic. If he is not in your daily reading already you should add it. No blog gets you closer to being an [...]

By: Bill Rice

Bill Rice — Mon, 03 Mar 2008 10:57:19 +0000

Phil,

You are spot on in pointing out that we often treat people as “leads” in this business. Obviously, you are a first time reader of mine, since I make a habit of beating that drum at least once a month–take a look at some of my most recent stuff on customers: http://bettercloser.com/?s=customers.

My point with the supply chain analogy is that thinking through, and truly simplifying the process and making it observable will avoid the “blender” effect we often give customers.

Let me give you a couple of examples of how my process agrees with you:

1. The top conversion improvement in any shop I have been involved with was the prompt call-back, but because we treat them like leads we do things like power dial or auto dial. This process if you have been on the customer side creates a clumsy and awkward connection even with the best rep. Many statistics show that it makes a lot of calls in a short amount of time, but loses more deals.

2. The blender: a lot of processes have customers (leads) being ripped from pipelines either trying to get it called or worse ripped from a called pipeline trying to get it contacted. Again a horrible way to treat a customer.

3. My latest favorite that I recently heard about–throw the “bad” leads into a “shark-tank” and let loan officers scrounge through them to find worthy ones. Meanwhile, grinding their customer experience up in the process.

I agree with you that we have to be careful of the words you use, but a good, simple, clean process is the path to a better customer experience. Getting too clever on processes often puts the customer in the blender.