Managing Email Expectations


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Managing & Setting Expectations in Email Communications

reverse mortgage newsToister Performance Solutions, who assists organizations with customer service, conducted an annual survey on how swiftly customers expect businesses to respond to their emails. In 2014, a four-hour response time was deemed acceptable (the point at which about 80% of people were happy). By 2015, this had moved up to about one hour. In 2014, only 4% of people said they expected a response within 15 minutes; by 2015, 14.5% expected that.

This survey illustrates the importance of setting expectations clearly and at the outset of initial communication. One way to accomplish this is to setup an auto response message that informs users when they can expect a response. Be specific whether it is the same business day or within a few hours. Include a means for urgent requests to reach you encouraging such individuals to call you directly. Here’s one example of an autoresponder to set expectations…

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Message Sent Not Received?

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We apologize for the audio issues. Apple’s latest software isn’t rendering our videos so wonderfully.

If you are married or are in a relationship you well know that the message sent isn’t always the one received. When the wires get crossed misscommunication can lead to unnecessary conflict, strained relationships and lost sales.

Each of us has an internal voice which we understand perfectly. We make a statement and we know precisely what it means, implies and the tone which we intended to deliver it. Unfortunately good communication requires both the sender and receiver to exercise care in delivering the message and how we interpret the implications. As salespeople both responsibilities rest solely on our shoulders.

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Initial engagement

Before you say word one about the reverse mortgage ask this open-ended question, “What made you inquire today about the reverse mortgage?” Stop and listen. The trick is not to pull the information from them but to let them push it out to you. Interject empathetic comments like “I see”, or “I understand” throughout to let them know you are engaged. Remember, they reached out to you so don’t miss this most important step.

Active listening (fact-finding)

Initial fact-finding doesn’t have to be a formal process of moving through a checklist. You will gather a wealth of facts by simply…

 

Download a transcript of this episode here.

Looking for more reverse mortgage news, commentary and technology? Visit ReverseFocus.com today.

Before You Send That Email…

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Email. It has become our primary means of professional communication. Consider for a moment how many emails you send versus phone calls you make. Have I got your attention?

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Think twice before hitting that send button!

Since emails are the primary means by which we communicate with coworkers, processors, borrower and vendors we should first consider these tips before hitting that send button.

1. Keep it short. If you feel you must write a five paragraph email perhaps you shouldn’t be using email in the first place. The nuances, detail and tone of the conversation are often lost in written communication. If your email is longer than two paragraphs consider this: a phone call! That’s so old fashioned, eh? Seriously the time spent on a short phone call is often less than writing a lengthly message. Better yet reply back “can we schedule a short call to discuss this later today”?

2. Don’t be secretive. If you are replying to several individuals but don’t want them to know you’ve included a particular individual avoid using the BCC feature..

Download a transcript of this episode here.

Looking for more reverse mortgage news, commentary and technology? Visit ReverseFocus.com today.