Most title companies don’t experience growth by getting lucky, and growth doesn’t happen overnight. An ongoing effort from every level of your organization daily is essential for reaching new heights with your title company and helping you achieve your overall goals. As with most industries, the customer experience you provide will go a long way in determining your business’s success or failure. Company growth starts and ends with exceeding customer expectations, and here are some ways to help you achieve it.
Always Focus On The Customer Experience
Every employee in your organization must prioritize customer experience. One negative experience could turn into lost business, especially if you don’t handle the situation appropriately. The atmosphere created at your title company needs to be open and transparent so team members can work together to provide outstanding customer service. As a title company manager, you can also help by providing tools and resources to help your agents be more effective and efficient in their jobs, including providing customers what they need immediately.
Implement Tools And Resources To Be More Efficient
Implementing innovative tools and resources is essential in the fast-paced world we live in today. Title companies are often behind the curve in this regard, as they are used to storing paper files and aren’t used to doing it any other way. Imagine using a customer service resource like a virtual assistant to provide your customers with answers to simple questions while allowing your agents to work on more complex tasks for other customers. Not only will customers feel like their specific needs are being prioritized, but they won’t have to wait in line to get the answers they need.
Set And Measure Goals Regularly
Think about the goals you have at your title company and consider re-working them, so they are more customer-centric. While it’s important to have financial goals and reach specific numbers at the end of the month, quarter, or year, you have to also focus on the process of getting there. If you’ve fallen short of these goals in the past, take a close look at the reasons why it happened and listen to your title agents at the same time. It’s possible the shortcomings are due to simply not having the resources to do their jobs most efficiently. Sometimes all it takes is providing employees with better tools and resources to help you reach your organizational goals.
Growing your title company isn’t always easy, but it can be made simpler with the right combination of software, technology, and high-quality people working in your organization. Modernizing your company may be the first big step to see business growth, so start incorporating new technology today and enhancing your customer experience.
Alanna.ai develops highly flexible software for the title industry. Learn more about this tool today.