These calls should be made annually, on the anniversary of their closing date. They should be made on THURSDAYS in addition to your other past client database calls. Unlike birthday calls, these can happen during the week of their anniversary - it does not have to be on the exact day.
INTRODUCTION
Hi _______, this is Megan, I’m your client concierge from The Ryan Grubbs Team at Mid America Mortgage. Thanks for taking my call!
GRATITUDE
I wanted to reach out to you today on behalf of Ryan and the team and first of all thank you for your business in the past. We REALLY appreciate it.
FOLLOW UP ON OUR PROMISE
One of the things Ryan and the team have added this year as a client service is a quick mortgage and real estate review check-in – if you’d be willing to take just a few minutes of your time we’d like to send you a Starbucks gift card (this is optional). Does that work for you?
REVIEW CURRENT MORTGAGE
Awesome – First off, I just wanted to verify that the mortgage we helped you with in ______ is still in place?
IF YES:
- Who are you currently making payments to?
- Are there any issues , questions, or concerns about your current mortgage we can help with?
They may ask about refinancing. If they have questions on rates and refinancing ask them the questions on the refi analysis form for existing clients and let them know we’ll review and get back to them within 5 business days)
If they don’t, let them know if they ever want to discuss refinancing their mortgage to make sure they call us first.
IF NO:
- Did you refinance the loan elsewhere?
- I’m sorry to hear that, what type of rate and mortgage term did you get?
- What could we have done to keep your business?
REAL ESTATE REVIEW
NEXT MOVE
So now that you’ve been in your home for ___ years, how are you enjoying it so far?
Have you done any updates to the home?
Are you looking to do any soon?
(if so) do you need any introductions to any contractors?
So I can update my records, when do you anticipate moving again?
Are you considering a 2nd home or investment property in the near future?
MARKET ANALYSIS
Do you recall the name of the real estate agent you worked with when you purchased your home?
IF YES:
Were you happy with their level of service?
IF NO:
It looks like you worked with ______ , were you happy with their level of service?
I see here you purchased your home for X. The Real Estate real estate market has been pretty hot lately; would you be interested in getting a free market analysis of your home?
IF YES
GREAT! Tell you what, I’ll reach out to their preferred agent/one of our preferred agents and have him/her run some numbers for you!
REFERRAL NETWORK
We also like to make sure our clients have their financial house in order, are there any professionals like will & trusts, estate planning attorneys, financial advisors, tax specialists, etc. we can introduce you to?
Awesome! I’ll let Ryan and the team know and we will circle back with some recommandations.
CLIENT APPRECIATION EVENTS
Hey just as an aside were having our annual client appreciation event coming up in October at the pumpkin farm. We’d love to see you there it’s just our way of saying thank you for your business.
Which email address should be using when inviting you to these events?
ASK FOR REFERRALS
One last thing: We are looking to help 360 home buyers in 2017 and asking our past clients who have had great experiences for help: Can we count on you two introduce us to at least 2 people in the next 90 days that are in the market to buy a home within the next year?
Does anyone come to mind now?
Memory joggers: (say it slowly)
- Someone who just got married
- Looking to relocate, job transfer
- Upgrade/downsize
- Empty Nesters
Awesome, thanks for the commitment. Every time you come across someone please call or email our team to let us know so we can properly thank you – Is that fair?
Thank you so much – 99% of our business is referral-based from our clients – I appreciate your help!
Is there anything else I can do to serve you today?
Awesome! thanks again for your time – I’m going to get your Starbucks gift card out right away!
POST CALL
CRM UPDATES
- Last Call Date
- Realtor Relationship
- Email Address
- Update Call Date
- Scan AMPR form save as attachment in CRM
- Turn in to team captain for recommendations and actions
- Realtor call
- Send Note and Card