As published in Scotsman Guide's Residential Edition, November 2005.
If you have been in this industry for long, you have likely picked up a detrimental characteristic: You have started to anticipate. Anticipation is the process of thinking ahead of where your customer has taken you and developing preconceived ideas on how to handle the customer.
After talking to and meeting people, you discover that many have similar experiences. You may systematically start an order of categorizing and mentally filing people into certain placements.
For example, a divorcee explains that her ex-husband caused her derogatory credit history -- credit excuse No. 17. Of course, the husband could then use credit excuse No. 16 and explain that his ex-wife caused his derogatory credit history.
Originators may see no harm in developing a mental filing process and feel that it expedites the loan process. This may indeed be true. But the genuine qualities that people sought you out for early in your career may be unknowingly lost in the process.
In a previous issue of Scotsman Guide, I outlined a marketing tool called L.E.A.D.S. It stands for listen, empathize, apologize, do what it takes and stand by your promise. L.E.A.D.S. can keep you from falling into the trap of anticipation. It also is the antidote for complacency and monotony. It is the counteragent to correct a number of our bad habits.
L.E.A.D.S. only can work with sincerity. When people classify others into categories or groups, they lose the sensitivity of giving customers full attention and service.
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