Client Retention

Client Retention Contact Program

Our Preferred partners, who have given us their trust by referring us their clients, continue to benefit from our client retention contact program. With the cost of new client acquisition calculated at approximately 3 - 5 times the cost of keeping a current client relationship, it’s clear maintaining your hard earned client base is a matter of economic survival. The client retention contact program accomplishes this through the following 9 steps:

1. Day of Loan Application On the day of the initial loan consultation and a signed application agreement, our team mails your clients a “congratulations card” to let them know that we appreciate their business and look forward to a smooth closing along with their Realtor’s business card.

2. During Process Client receives at least 2 phone calls a week, regarding our progress, the appraisal and necessary documentation. Within a day of receiving the signed purchase agreement, our team mails your clients a letter to remind them that they are our most important priority and that we will take care of all of the details along with a list of any required documentation not yet received.

3. Day of Loan Approval As soon as we receive the final underwriter approval, our team calls your client directly. We let them know that they are very important to us and they have a full loan approval. We also let them know that we appreciate their business and we look forward to a smooth closing.

When we receive the clients preliminary HUD-1 settlement sheet from the settlement attorney or settlement agent, we go over all items in detail with the client. This provides for a smooth closing transaction and puts the client at ease. They also are able to be prepared for the dollar amounts need at settlement.

4. At Closing – As a token of our appreciation, client receives a certificate for a free introductory session with a Financial Planner or other Preferred Provider (depending on who was the original referring Provider).

5. Every Week - Client receives a copy of our e-mail newsletter, detailing such topics as real estate, financial planning, insurance strategies, income tax reduction strategies, estate planning and wills and trusts (Click Here to see a recent copy of our e-mail newsletter).

6. Every Quarter - Client receives an e-mailed rate watch report, detailing how much monthly savings they would receive if they refinanced at today’s current rates (Click Here to see a copy of a rate watch report; requires Adobe Reader).

The client also receives a letter, to keep in touch, and making sure the client understands that we’re here to help, should they have any mortgage needs or Preferred Provider referral needs.

7. Every 6 months - Client receives a personal phone call, to check up on them and see how they’re doing, to find out if they have any questions or concerns, and to remind them of the services we and our Preferred partners offer.

8. Every Birthday and Holiday - Client receives a personalized e-mail card.

9. End of Mortgage Financing Year - Client receives an additional copy of their HUD-1 settlement statement for that year's mortgage financing transaction, to make sure they have these documents for tax deduction purposes.

Conclusion: With our program, the client will receive valuable weekly information and will be contacted at least 70 times each calendar year. There is little chance the client will forget who provided them with their current real estate financing. Our Preferred partners benefit from this by maintaining a relationship with a non-competing professional (us), who will maintain the client relationship, and who will continue to refer the client back to them for services available through them, thereby helping our Provider grow their business and increase their income.