How to Create a World-Class Client Experience w/Kelly Marsh

The key to success lies in developing relationships with clients that enjoy their experience with you so much that they refer you to family and friends, and work with you repeatedly. How can you build one of those revered relationships with a client? What can you do to ensure you retain as many past clients as possible? On this episode, we tak with Kelly Marsh, Vice President of The Kelly Marsh Team at Cornerstone Home Lending, Inc. to hear how she’s set herself apart from competitors and gone on to close $500 million in loans in the past 5 years.

You must have a world-class team in order to offer a world-class client experience. -Kelly Marsh

Resources

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Three Things We Learned From This Episode

1. Have face-to-face client meetings (04:03- 05:08)
   Something that will set your business apart from other loan officers is face-to-face meetings. By asking your clients to sit down with you in person, you can create a connection and build a relationship that continues to bring you business for years to come.
   
   
2. Create a world-class team (10:01- 10:54)
   The only way you can offer your clients an extraordinary service is by investing in a team and ensuring they are extraordinarily trained in your company’s processes. A great team will be happier, more motivated and considerably more effective. By investing in your team you show them you care, and you demonstrate to clients that you are willing to put in extra resources to ensure they have a phenomenal experience with your business.
   
   
3. Pay attention to small details (12:24- 13:35)
   Something akin to the ‘Four Seasons touch’, it’s important to make sure your business incorporates small details that show you want to make your clients feel special. Whether these touches come in the form of a clean, friendly office space or offering drinks to your clients, aim to make people excited to do business with you.

Upon hearing the words ‘world-class’, most people get excited. Whether the world-class offering is a travel destination or a business dealing, one thing’s for sure: people want to experience it. As an entrepreneur, you have the ability to create that experience for your clients and your team. Invest as much as you can in improving your business and the people running it, and make sure you’re doing it for the right reason. You must have a genuine desire to ensure that people not only work with you, but enjoy the experience and benefit from what you have to offer. Create something that sets you apart.

Guest Bio-

Kelly Marsh is the Vice President of The Kelly Marsh Team, which recently joined Cornerstone Home Lending, Inc. After closing her first deal at the age of 21, Kelly has seen phenomenal success. In fact, in the past five years she’s closed at least $500 million in loans. Kelly attributes her success to her genuine desire to serve her clients and build lifelong, trusting relationships with them.

To find out more about Kelly, head to: https://www.houseloan.c