The Central Chapter of CAMB had a breakfast meeting today and I spoke there with Dave Savage of Mortgage Coach.
My topic was about Social Capital and the decision making process borrowers go through while shopping for a loan. The presentation was based on a Joint Center For Housing Studies report from Harvard University.
Here's the presentation:
If the currency of social capital is trust and based on some of the research it seems to me that it would be, the topic of conversation came up to day on how to develop social capital and build trust given recent market conditions and client confusion.
Here's a simple way:
Honesty
Transparency
Passion
Watch the presentation - there's a great example that you can see in the embedded video clip.
A great way to build honesty, transparency and passion.
Ask these three questions - just be prepared for honest feedback. (Have these questions take the place of your customer survey)
What three things would you like me to stop doing?
What three things would you like me to keep doing?
What three things would like me to start doing?
By asking these three questions you are setting the foundation of the relationship in an honest light- you are admitting you have room for improvement, you build transparency- part of my business process will be based on your feedback, and you you show your passion - I value your feedback and our relationship show much I am willing to change the way I do business to help you continue to find value in doing business with me.
Check out the presentation and share your feedback. This is a great chance for you and me to invest in our social capital.
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