We have learned that there are four things our customers expect from us... Accurate disclosures, to close on time, proactive prompt communications, and knowledgable advice.

The survey also told us that there is one amazingly simple thing we can all do to improve our customer's likelihood of future referrals and that is to make a phone call to the borrower prior to closing. Those who remember getting the pre-closing phone call were 20% more likely to refer a friend or family member than those who did not receive the phone call!

The pre closing phone call should immediately become part of your standard operating procedure. This is your moment to shine with your customer and a great opportunity to ask for referrals, because by that time you have truly earned the right!