Do Handwritten Notes Get You More Mortgages?
Posted by John Scott Smith on Thu, Nov 05, 2009 @ 10:50 AM
Before you answer that question, answer this one: do you like to receive handwritten notes? How about those "thank you for helping me get my mortgage" letters? We especially love the ones that people send with a picture of their family in front of their new house. Those get posted in your cubicle. We love it!
Relationships are what get us business, and handwritten notes (along with timely phone calls, professional care, and personal concern) are what build those relationships.
The thing is that you're reading this online. Most of our reading is done online, now. Emails, blog posts, newspapers all make it faster to connect, but less meaningful. One of my favorite tongue-in-cheek business slogans comes from "someecards" where they brag,"when you care enough to hit send". Cute, isn't it?
My point is that when you want to stand out in the mortgage industry, one inexpensive but effective way to do so is with handwritten letters and cards. They really don't take much effort, but they make a significant, lasting impression.
If this is something that you'd like to start doing more often I have found a few ways to make it easy on myself. Maybe you will find this helpful, too.
- If you're having a hard time getting started, pick up a copy of "Business Notes: Writing Personal Notes That Build Professional Relationships" by Florence Isaacs There are excellent examples of short notes and letters in Isaacs' book, and she covers every business occasion that I have encountered. I refer to it often when I'm sending out my own letters.
- Pick up some stationary. There are inexpensive but nice letter-sized papers and envelopes at Hallmark, Papyrus, and even Whole Foods. Get a stash and keep it in your top desk drawer, along with a book of stamps.
- Write out holiday cards right after you close each mortgage. Make them friendly with at least one personal comment about your customer, their kids, or their pet enjoying their new home for the holiday. Collect your stack of these until Black Friday, and then drop them all in the mail to spread the cheer and remind your customers that you exist, that you're thoughtful, and that you care. (Special tip here: on the day after Christmas, I go to Hallmark with my wife. While she gets ornaments and wrapping paper, I pick up several boxes of the nicest holiday cards I can find for next year's batch. They're priced at 40-60% off, and they are sitting in my bottom desk drawer, right now!)
- If you'd like to really get into writing, you can even order special stationary or a nice pen. In order to make my letter-writing as natural as possible, I've indulged in personal stationary and a heavy fountain pen. When letter-writing is a delight (and, much more pleasant than sitting in front of the computer) it comes easily and more often.
Besides remembering and using someone's name after being introduced, I've found that sending out handwritten letters makes the next biggest impression.
So, what do you think? Too "old-school" or out of fashion enough that it works? I'd love to hear your thoughts.
If you'd like to listen to my electronic ramblings more frequently, I'm on Twitter and facebook. If you'd like a personal, handwritten letter from yours truly, become a customer! ;)