Five Tips to Great Communication

Ashley Jensen | March 8, 2021

Everyone knows that the key to any great relationship is communication. And the finance world is no exception. To create great relationships with our customers, we need to be great at communicating. We want our customers to know who we are and to have a smile cross their face whenever they think about us (at least that’s the hope and the dream).

 

Great Communication Tips

So how can we build great relationships with our customers? And how can your institution become a great communicator? Read on and we’ll go over some tips together.

 

1. Communicate When it’s Important Financially

The number one way you can get a customer angry is by not telling them something important. If they’ve missed a payment and are going to be penalized if they don’t pay within a few days, the customer definitely wants to know this. They don’t want to suddenly be hit with a fee without warning. Not communicating can be worse than bad communication. Customers need to know about the important stuff. Make sure to have a system in place to alert customers to any upcoming fees or penalties or anything along those lines. Let’s try to keep them happy. 

 

2. Let Them Know You Care

With thousands of customers, this one can be tricky, but it doesn’t have to be complicated. Make sure that every interaction with your customers ends on a positive note, especially when they take the time to contact you. And little things like sending a personalized email or text on their birthday can make a big difference.

 

3. Consistency

Don’t get lost in the background. Keep in contact regularly to ensure customers continue thinking about you. When they think about a financial institution, you want your institution’s name to be top of mind. If they are thinking about getting a loan, you absolutely want them to consider your company first. To get customers to think about your institution, you need to regularly be putting your name in their mind through consistent communication.

 

4. But Not Too Much

But don’t contact them too much. There is a fine line between great, regular communication and annoyance. Find the sweet spot and live there. Once a month is a good guideline to get started with. Plus, there are plenty of regulations out there that determine how often and through what channels you can communicate with customers. Better make sure to follow them.

 

5. Choose a Way That Works for Them

Every customer is different. Some enjoy a quick text, others a lengthy email, still others only want phone calls. Determine what your customers like and communicate with them in those ways. It’s also great to mix it up on occasion so that you have a better chance of getting their attention. (Helpful Hint: Texting is the most effective way to ensure customer interaction.)

 

The Notification System: Fantastic Communication at Your Fingertips

Not sure how you’re going to follow all five of these tips to great communication? Don’t worry, I wasn’t going to leave you hanging. And I just happen to know how to solve all your problems. Our Notification System makes it easy. 

 

1. Communicate When it’s Important Financially

Our Notification System allows you to set up triggers that automatically send emails or texts according to set criteria. You can set up the system to send an email at 10:00 AM to all accounts that are ten days late on their payment or to send a text to all those who have a payment due in the next seven days. Emails or texts can be automatically sent for upcoming payments, late payments, extremely overdue payments, and more. Your customers will always know what’s going on with their accounts.  

 

2. Let Them Know You Care

While we can’t help put a smile into your voice on a phone call, we can definitely help send a birthday text or a business anniversary email. Using the Notification System, you can set up a trigger to send an email or text to a customer on their birthday that automatically fills in their name. Or you can send an email letting your customer know that they’ve been with you for five years. It’s a simple thing, but it lets the customer know you care.

 

3. Consistency

Want to email all your customers once a month? The Notification System makes it easy and automatic. Just set it and forget it.

 

4. But Not Too Much

Remember all those regulations out there regarding how often and when you can communicate with borrowers? So do we, and we’ve set up the Notification System to help with that. Our system makes sure that only the most important communication is sent when a customer meets more than one criterion for a notification. This ensures that a customer isn’t contacted too much.  

 

5. Choose a Way That Works for Them

Our Notification System can help you contact customers in a variety of ways. Whether it’s via text, over the phone, through email, or using two-way texting, we’ve got you covered. We also make it easy to identify how customers want to be contacted. Customers can easily opt out of receiving texts or emails and our system keeps track of it so that you don’t have to.

 

 

Want to learn more about our Notification System and how it can make you a master communicator? Read more or request a free Demo and see all the Notification System can do. Already a client with GOLDPoint Systems, learn more about how you can truly take advantage of the many features of the Notification System in DocsOnWeb. 

Tags: Loan Servicing, Notifications

Ashley Jensen | March 8, 2021

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