Client Retention Program

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Client Retention Contact Program

Our Preferred Providers who have given us their trust by referring us their clients continue to benefit from exposure in our client retention contact program. With the cost of new client acquisition calculated at approximately 3 - 5 times the cost of keeping a current client relationship, it’s clear that maintaining your hard-earned client base is a matter of economic survival. Our client retention contact program accomplishes this through the following 11 steps:

1. Day of Initial Contact

On the day of initial contact, our team mails an introductory letter that clearly defines what we are all about and we direct them to this website. We let our clients know that they are our most important priority and that we will take care of all the details. We also provide them with, either in hard copy or via our site, Fannie Mae's free home buying guides:

...and Fannie Mae's underwriting guide:

Taking the Mystery out of Your Mortgage.

2. During Process

Client receives at least 2 phone calls per week regarding the loan's progress & necessary documentation requirements.

3. Day of Loan Acceptance

Within a day of receiving the signed purchase and application agreements, our team mails your clients a “thank you” card to remind them that we

appreciate their business and look forward to a smooth closing. Included with the thank you card are Certifund Financial AND our preferred partners contact information in the form of a magnetic business card, so the client will have our contact information handy throughout the process.

4. Day of Loan Approval

As soon as we receive final written loan approval, our team sends a “Congratulations Card” to let our clients know that they have full loan approval, remain very important to us, and that we appreciate their business and look forward to a smooth closing.

As a token of our appreciation, client receives a certificate for a free introductory session with a Financial Planner or other Preferred Partner (depending on who was the original referring partner).

Of course, your business cards are included.

5. At Closing

One the day of the closing, the client will receive all of their loan documents in a personalized Certifund Financial storage folder and as always, your card will be included.

6. Every Week - Client receives a copy of our e-mail newsletter, detailing such topics as real estate, financial planning, insurance strategies, income tax reduction strategies, estate planning and wills & trusts (Click Here to see a sample of our e-mail newsletter).

7. First Day of Every Other Month - Client receives an e-mailed rate watch report, detailing how much monthly savings they would receive if they refinanced at today’s current rates. To see a copy of a rate watch report:

Click Here for PDF Version
Click Here for HTML Version with report details

8. Every Quarter

Client receives a letter, to keep in touch, and making sure the client understands that we’re here to help, should they have any mortgage needs or Preferred Partner referral needs.

9. Every 6 months

Client receives a personal phone call, to check up on them & see how they’re doing, to find out if they have any questions or concerns, and to remind them of the services we and our Preferred Partners offer.

10. Every Birthday & Holiday

Client receives a personalized e-mail card.

11. End of Mortgage Financing Year

Client receives an additional copy of their closing statement for that year's mortgage financing transaction, to make sure they have these documents for tax deduction purposes.

Conclusion: Through our comprehensive program, the client will receive valuable ongoing information & will be contacted in useful, fun and unobtrusive ways many times each calendar year. There is little chance the client will forget who provided them with their current real estate financing. Our Preferred Providers benefit from this by maintaining a relationship with a non-competing professional (us), who will maintain the client relationship, and who will continue to refer the client back to them for services available through them, thereby helping our Providers grow their business & increase their income.