When Teamwork Doesn’t Work


Who’s on 1st? Avoiding email confusion when assigning tasks

reverse mortgage newsWho’s on first? That was the famous punchline of the comedy duo Abbot & Costello which played on the frustrations and confusion of vague communication. When it comes to teamwork we can often find ourselves confused as to ‘who’s on first’.

You’ve all received this in your inbox, an email which ‘cc’s‘ several people in your organization asking for a particular task to be completed. It could be from a customer, your boss or a coworker. It probably reads something like this…‘hey, I need this done by Friday. Let me know when it’s done. Thanks, everyone’. Everyone? Who is everyone, and who will be ultimately responsible for making sure this assignment is completed?

The temptation in group communication is to absolve yourself of responsibility being convinced that someone else will do it…but will they? Much like a fly ball landing between the center and left field, shared responsibility can lead to shared failure. How can you avoid such confusion in the workplace?

1. Set a new standard. Reach an agreement that any email requesting that a task is completed include (1) a description of the job, (2) the specific person responsible for completing the task, and (3) a clear…

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Managing Email Expectations


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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Be Brief. Think in Tweets


reverse mortgage newsCan you think in tweets? Even better can you communicate with others as you would if you sent a twitter post? It’s a skill that warrants examination as our society is increasingly distracted. Even our prospective senior homeowners have increasing demands for their attention from various media.

When Twitter was born in 2006 it was engineered to work with a user’s wireless text messaging service. SMS text messages were limited to 160 characters so the now iconic startup reserved 20 characters for a user name, and the remaining 140 for the post. Twitter’s revolutionary approach to online communication and social networking forced users to communicate their messages in a clear, and concise manner. No fluff, no frills, just the facts ma’am.

Are your e-mails too long? Probably. Have you considered your email communication with prospective borrowers and applicants?

Download a transcript of this episode here.

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How to Write Emails that Get a Response

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Tips to Increase Email Effectiveness with Reverse Mortgage Prospects

reverse mortgage newsWhether you are working in a call center or you sit kneecap to kneecap at the kitchen table email has become an increasingly popular way to engage your prospects in the early stages of the sales process. The question is how do you get the recipient to take the next action step, say return your call?

Our source of leads for potential HECM borrowers varies widely yet some leads offer us another avenue to communicate quickly and efficiently: email. The wide adoption of CRMs or Customer Relationship Managers has given many loan originators the ability to engage the homeowner by email. In fact as the average age of a reverse mortgage borrower trends lower more prospects will have and use an email account.

Here are some tips to increase your effectiveness when communicating by email with your potential borrowers:

1. Engage early and first. If you are receiving internet leads which almost always have an email address for the prospect send them an immediately with an email introducing yourself letting them know…


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?

reverse mortgage news
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.