Rich Gega, Sales Manager at Revolution Mortgage in Coeur d’Alene, Idaho, is no stranger to the power of exceptional customer experiences. Based out of the heart of the Pacific Northwest, Rich and his growing team of mortgage professionals have made a name for themselves by providing tailored solutions to a diverse clientele. From first-time homebuyers to those with complex financing needs, Revolution Mortgage has become synonymous with reliability and resourcefulness. But in 2020, when Rich took the reins of his branch, he realized there was untapped potential—both for his business and his career.
In a recent interview with Craig Pollack, VP of Market Insights at Experience.com, Rich Gega shared how Experience.com’s tools transformed his business.
Experience.com: A Tool for Extraordinary Results
Rich first encountered Experience.com in a previous role, where its effortless review generation left an indelible mark on his workflow. “The platform automated the process,” Rich explains. “As soon as a loan closed, clients received review requests. It was seamless and highly effective.”
When Rich joined Revolution Mortgage, he was disappointed to find that Experience.com wasn’t yet available for individual users. “I tried other platforms, but none could replicate what Experience.com offered. I kept thinking, ‘If I could just have this one tool back, I could elevate my business to a whole new level.’”
When the platform’s individual profiles became available in 2024, Rich didn’t hesitate. He quickly claimed his free profile and immediately began exploring its capabilities.
The Turning Point: From Free to Pro
The summer of 2024 proved pivotal. Rich started with Experience.com’s free features, which offered enough value to catch his attention. But when an account executive introduced him to the Pro version, Rich saw the opportunity to supercharge his efforts.
“Pro wasn’t just an upgrade; it was a complete game-changer,” Rich says. From automated review requests to advanced analytics and AI-driven tools, the platform offered everything he needed to streamline operations, enhance visibility, and build his reputation.
Tackling Pain Points with Pro Features
Before upgrading to Pro, Rich faced a trio of challenges that hindered his growth:
- Maintaining Accurate Listings: Ensuring consistent business information across platforms like Google and Yelp was a tedious manual task. Experience.com’s Pro version eliminated this hassle by allowing Rich to update all his listings from a single dashboard.
- Responding to Reviews: While Rich valued personalizing his review responses, the process was time-consuming. Experience.com’s AI-powered review reply feature provided thoughtful, professional responses in seconds, enabling Rich to focus on other priorities while still maintaining connections with customers.
- Growing His Review Count: With the free version, Rich could only send individual review requests. Pro allowed him to bulk upload client data and send review requests to hundreds of past clients simultaneously, dramatically boosting his visibility and credibility.
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Strengthening Partnerships with Pro
Experience.com’s Pro features didn’t just enhance Rich’s business—they also strengthened his relationships with real estate agents and other referral partners. By promoting his partners on his profile and inviting them to join the platform, Rich helped them optimize their profiles and boost their visibility.
“It’s a win-win,” he says. “When someone finds me online, they’re also finding my trusted partners. It’s a great way to build a network of professionals who support each other.”
Rich is now looking to extend this strategy to CPAs, attorneys, insurance agents, and title companies, creating a collaborative ecosystem that benefits everyone involved.
The Favorite Feature
While Pro features transformed his workflow, Rich’s favorite tool—the centralized dashboard—was instrumental in simplifying his daily operations. “The dashboard gives me a complete view of my performance. It’s incredibly intuitive,” he remarked.
Experience.com’s comprehensive dashboard tracks critical metrics such as Search Rank Score, review count, and customer feedback, giving Rich a clear picture of his standing in the industry.
“Seeing my name as the number one ranked loan officer in my zip code—and across northern Idaho—is incredibly rewarding,” Rich shares. “It’s not just about visibility; it’s about knowing that my efforts are paying off and pushing me to aim even higher.”
The dashboard has become a motivator, inspiring Rich to target state-level recognition and even national rankings. “It keeps me focused on delivering exceptional service every single day,” he adds.
Turning Online Presence into Revenue: The ROI of Reputation
The impact on Rich’s bottom line was immediate. After setting up his free profile in May, Rich began receiving inquiries from clients who had discovered him through Google. By asking how they found him, Rich confirmed that his enhanced online presence was driving new business.
“Between May and August, I closed three or four transactions directly from Google searches,” he notes. “After upgrading to Pro, the volume increased significantly. Since then, I’ve closed five or six more deals from clients who found me online.”
For Rich, the return on investment is indisputable. “One closed loan covers the cost of the program for several years,” he says. “And in just a few months, the platform has already paid for itself multiple times over.”
For loan officers considering Experience.com, Rich has one piece of advice: don’t hesitate. “Too many people waste money on leads that may never convert,” he says. “Experience.com is different. It builds your reputation and creates a steady stream of inbound leads from clients who already trust you.”
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Search Rank Score: A Measure of Online Visibility
Rich’s commitment to optimizing his online presence has paid off. Experience.com’s unique and innovative Search Rank Score, an 850-point rating system that measures a professional’s search visibility across online searches and against competitors, reflects his success. Rich boasts a stellar Search Rank Score of 587, making him the #1 professional in his zip code and #8 in Idaho.
Rich’s journey demonstrates the transformative power of investing in customer experience and online reputation. From automating tedious tasks to achieving top rankings in his region, Rich has leveraged Experience.com to elevate his business and cement his status as a leader in the mortgage industry.
“If there were a way to pay double for these features, I’d still do it,” he concludes. “The ROI is just that good.“
