Use The Information At Your Fingertips
Posted: Wed Jan 29, 2025 4:55 am
Keeping track of your CRM system is key to developing new clients but also crucially important when staying in touch with your existing customers. Bad database management can not only lead to lost opportunities it can irritate and annoy customers.
Be Intentional When Reaching Out to Existing Clients
The other week I got a solicitation letter from the bank that holds my mortgage offering to lower my interest rate. Usually, I throw these letters right where they belong— in the garbage. But this was a different case. I’ve been their customer for years and they own my mortgage, so I was intrigued.
They should know my account, they certainly know my payment history, they have all my data and information with the exception of my blood-type and my firstborn, so an offer to lower the rate of my existing mortgage has to be real, you’d think, wouldn’t you?
When I called in, the very friendly customer service kuwait telegram data representative asked me all the questions to verify that I was really the person who I said I was, and that is totally legitimate.
Don’t Treat A Customer’s Call Like A Cold Call
What was not cool was the fact that there was no pre-qualification, no initial check that was done to put me on the fast track. It was almost like calling a company that solicited me based on my address, or my credit rating, or any other criteria that is publicly available.
In essence, they treated it as a cold inquiry call from my end, although they invited me to call with their letter. In my opinion, this was really unacceptable given the fact that I am a customer of theirs.
I mean, come on. You are a big name bank and for the last five years I have been paying my mortgage to you after refinancing to take advantage of low interest rates. So, you should know everything about me and only send me letters with offers if they are actually real and to my advantage.
In the end it turned out that re-financing wouldn’t make any sense at all and I would actually not only NOT save any money, but it would cost me thousands more! This was not only disappointing but very annoying because I had just lost 30 minutes of my time and it left me with an unwanted inquiry on my credit report.
Be Intentional When Reaching Out to Existing Clients
The other week I got a solicitation letter from the bank that holds my mortgage offering to lower my interest rate. Usually, I throw these letters right where they belong— in the garbage. But this was a different case. I’ve been their customer for years and they own my mortgage, so I was intrigued.
They should know my account, they certainly know my payment history, they have all my data and information with the exception of my blood-type and my firstborn, so an offer to lower the rate of my existing mortgage has to be real, you’d think, wouldn’t you?
When I called in, the very friendly customer service kuwait telegram data representative asked me all the questions to verify that I was really the person who I said I was, and that is totally legitimate.
Don’t Treat A Customer’s Call Like A Cold Call
What was not cool was the fact that there was no pre-qualification, no initial check that was done to put me on the fast track. It was almost like calling a company that solicited me based on my address, or my credit rating, or any other criteria that is publicly available.
In essence, they treated it as a cold inquiry call from my end, although they invited me to call with their letter. In my opinion, this was really unacceptable given the fact that I am a customer of theirs.
I mean, come on. You are a big name bank and for the last five years I have been paying my mortgage to you after refinancing to take advantage of low interest rates. So, you should know everything about me and only send me letters with offers if they are actually real and to my advantage.
In the end it turned out that re-financing wouldn’t make any sense at all and I would actually not only NOT save any money, but it would cost me thousands more! This was not only disappointing but very annoying because I had just lost 30 minutes of my time and it left me with an unwanted inquiry on my credit report.